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ResMed Help Center

Work items

What's a work item?

A work item is a task in ResMed ReSupply that requires you to perform an action to answer a question or resolve an issue.

How are work items created?

Work items can be generated by:

  • the system, 
  • a ResMed employee or
  • a patient themselves (via patient portal messages). 

Where can I find work items?

Work items are organized into the purple groups on the Dashboard. You can also find all work items for your organization on the Work items page, and work items for a specific patient on the Work items tab within a patient's profile.

List of work items

Below is a description of each type of work item and what actions we recommend to resolve them.

Work item

Dashboard group

Description

Recommended action

No contact information

Messages

 

The system creates this work item when an imported patient record (either from AirView™ or as part of a manual import) does not have a phone number or email address listed.

Add the patient’s contact information in ResMed ReSupply and close the work item.

Customer message

Messages

A ResMed CSR creates this work item for you to review. It can be any request from the patient for you to resolve. Only HME users, SOSs and CSRs can close this work item.

Review the message and contact the patient, as required, to resolve their inquiry and then close the work item.

Patient message

Messages

The system creates this work item when a patient sends a message from the patient portal.

Reply to the patient's message and close the work item. The work item reopens if the patient replies to the same conversation thread.

Supply request inquiry

Messages

A ResMed CSR creates this work item when a patient calls to ask for information about their supply request. Only you (an HME user) can close this work item.

Contact the patient to inform them about their supply request and close the work item.

Invalid email

Notification issues

The system creates this work item when it fails to send an email notification after the third attempt. 

Verify the patient's email address on file and update if necessary.

Invalid phone number

Notification issues

The system creates this work item when the phone notification fails to reach a patient after a fourth attempt or the system fails to send four text message (SMS) notifications. 

Find the reason for phone notification failures and update the patient's number if necessary.

Wrong phone number

Notification issues

The system creates this work item if the call recipient's answer to the first question “Am I speaking with <patient name>?” is “No” on the ResMed ReSupply questionnaire. The system no longer calls this number.

 

Verify the patient’s contact information and correct it in the system, and then close the work item.

Not on therapy

Therapy follow-up

The system creates this work item if the patient's answer to the question "Are you still using your sleep equipment on a nightly basis?" is "No" on the ResMed ReSupply questionnaire. This work item acts like a notification.

Follow up with the patient about their therapy usage and close the work item. If necessary, follow your existing procedures to retrieve any trial equipment.

Poor satisfaction

Therapy follow-up

The system creates this work item if the patient's answer to the question "How is your sleep therapy going?" is "1" (poor) on the ResMed ReSupply questionnaire. This work item acts like a notification.

Contact the patient to get more information about their dissatisfaction with therapy. If their issue is about therapy, involve a respiratory therapist.

Worse symptoms

Therapy follow-up

The system creates this work item if the patient's answer to the question "Would you like someone from your HME to contact you to discuss your symptoms?" is "Yes" on the ResMed ReSupply questionnaire.

Contact the patient to address their issue. If the issue is about therapy, involve a respiratory therapist.

Patient payor update N/A The system creates this work item if the patient indicates their payor has changed either through the automated questionnaire or by updating their patient portal profile.   Update the patient's payor information in all applicable systems including the patient's profile in ResMed ReSupply. 
 
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