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ResMed Help Center

Message Center

The message center allows you to easily communicate with patients while keeping their protected healthcare information (PHI) secure.

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There are four different types of messages/inquiries you can receive in the Messages work group.

Message type Description Action required

Patient message

A message sent directly from the patient portal.

  1. Respond to the message in the ResMed ReSupply message center.
  2. Close the work item.

Change supplies

Submitted by the client services representative (CSR) on behalf of the patient. The patient would like to update their supplies before they place a request.

  1. Contact the patient to confirm their new supplies.
  2. Close the work item.
  3. Create the supply request (if applicable).

Supply request inquiry

Submitted by the CSR on behalf of the patient. The patient is inquiring about their supply request status.

  1. Contact the patient to provide them with their supply request status.
  2. Close the work item.

Customer message

Submitted by the CSR on behalf of the patient. This work item contains a message that does not fit any other category.

  1. Review the message and determine if you need to call the patient.
  2. Close the work item.

 

What does the patient see?

For messages where the patient posed their question/inquiry online, you can respond to them online as well. The response you send goes directly to their account on the patient portal. The patient will also receive an email notification. Here is an example of how the process works:

  1. The patient submits a message through their account on the patient portal (myReSupply.ResMed.com).

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  1. You can locate the message in the Messages work group and respond to the patient.

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*Patient identities and data are fictional.

  1. The patient receives an email notification that indicates their inquiry was answered.

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  1. Within the patient portal, the patient can access messages via the Messages tab.

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  1. Any new messages are marked in bold.
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  1. The patient is able to reply to their equipment provider again if desired. The message thread can continue to flow back and forth through the same original message.
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* Patient identities and data are fictional.

 

Note: There is a Contact us page within the patient portal. Messages submitted through this page are sent as emails to the ReSupply Client Services team.

Distributed by ResMed Corp, 38 Solutions Dr., Halifax, NS B3S 0H1 Canada. See www.resmed.com for other ResMed locations worldwide. For patent and other intellectual property information, see www.resmed.com/ip.

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