Latest Communications to Patients from SuperCare Health
- “Is your ventilator being recalled? What you must do.”
- “Is your CPAP being recalled? What you must do.”
Latest Communications to Medical Professionals from SuperCare Health
- “Philips sending out recall notifications, patients must self-register in recall process”
- “Alternative PAP devices are hard to find, adding to recall frustrations”
- “Philips’s massive recall creates a shortage of available sleep devices”
- “Clinical recommendations and guidance to help you talk to your patients about their recall options”
- “Encourage your patient to register their affected devices in the recall process”
Important Links, Documents, and FAQs from Philips Respironics
- Philips Recall Website
http://www.philips.com/src-update
- Philips Recalled Devices
https://www.usa.philips.com/healthcare/e/sleep/communications/src-update#section_2
- How To Find Device Serial Number
https://www.philipssrcupdate.expertinquiry.com/locate-serial-number?ulang=en
- How To Register Your Device Video
https://youtu.be/Ahgk8euzwuk
- Philips Patient Registration
https://philipssrcupdate.expertinquiry.com/
- DreamStation 2 Set Up, Comfort Settings, Cleaning Videos
Philips communications currently being mailed to patients
- Recall Notification Letters
- Cover letter
- Ventilator recall notification
- CPAP recall notification
- Confirmation address label (intended only to confirm patient address, not as return shipping)
- Philips Registration Confirmation Email
- Replacement Device (for all DreamStation 1 devices)
Note: At this time, Philips is unable to provide list of patients or logic on patients shipping order- Instructions on returning recalled device
- Return label
General Updates on SuperCare Health
- COVID surge
- Oxygen availability for immediate response similar to COVID surge in 2020
- COVID-19 monitoring program available for interested health plans
- Supply chain challenges
- Due to COVID, some items may be substituted or delayed
- Click here to check the latest updates on supply chain
- Phones (hold times)
- Added staff to expand customer service phone support
- Expanded DME order processing hours and staffing
- System incident had minimal impact on processing orders
FOR MEDICAL PROFESSIONALS
Request Your Patient List (by Payer or Practice)
Supercare is doing the following to support you and your patient members
- Sending direct communication to patients on how to register
- Adding staff to expanded recall support phone line, also including language line services to walk patient through recall registration if needed
- Patients with special needs can receive personal outreach on case by case basis upon request
- Request to add IPA/medical groups/others to SuperCare Health communications
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