ResMed DVA Procedures Manual · ResMed Asia Pacific Ltd 1 Elizabeth Macarthur Drive, Bella Vista...

ResMed DVA Procedures Manual July 2016

ResMed Asia Pacific Ltd 1 Elizabeth Macarthur Drive, Bella Vista NSW 2153 Australia T 1800 625 088 F 1800 647 259 E [email protected] ABN 86 070 076 470 ResMed.com/DVA

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Table of Contents

Table of Contents .................................................................................................................................................................. 2

1. Introduction .................................................................................................................................................................... 3

2. ResMed DVA Support Centre - Contact Details....................................................................................................... 3

3. DVA Client Paperwork and Credit Claims ................................................................................................................. 3

4. ResMed DVA Quick Process Guide ........................................................................................................................... 4

5. Services .......................................................................................................................................................................... 5

6. Credit Claim Process .................................................................................................................................................... 9

7. Delivery Timeframes ................................................................................................................................................... 11

8. Loan Product ............................................................................................................................................................... 11

9. Retrieval of Product .................................................................................................................................................... 12

10. Service Requests / Recycle Product ........................................................................................................................ 12

11. Resupply of Product .................................................................................................................................................... 14

12. Complaints Handling ................................................................................................................................................... 15

Appendix A - Application for CPAP/Bi-Level Therapy Equipment ................................................................................ 16

Appendix B - Receipt of Product Form ............................................................................................................................. 19

Appendix C - Service Request Form ................................................................................................................................ 20


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1. Introduction

This Manual is to be read in conjunction with the ResMed DVA Agreement. It sets out the requirements

to provide Product and Services under the ResMed DVA Agreement.

If not defined in this Manual, capitalised terms are as defined in the ResMed DVA Agreement.

2. ResMed DVA Support Centre - Contact Details

Phone 1800 625 088

Fax 1800 647 259

Support Centre Email [email protected]

Service Centre Email [email protected]

Address 1 Elizabeth Macarthur Drive, Bella Vista, NSW 2153

Partner Portal https://au-onlinestore.resmed.com

Website www.resmed.com/DVA

3. DVA Client Paperwork and Credit Claims

Only Products and Services listed in Schedule A of the ResMed DVA Agreement can be claimed as a

credit. No variations will be accepted and will result in a rejected claim.

All Client details must be sent through to the ResMed DVA Support Centre before a credit claim is

submitted. ResMed will validate the DVA Client details, and when necessary advise of an approval

number.

All credit claims are to be processed through the ResMed Online Store (ROS). See Section 6 (Credit

Claim Process) of this Manual and clause 4 of the ResMed DVA Agreement.

DVA or DVA Clients will not be charged or billed directly for Products and Services.

It is not necessary to provide a DVA Client with any paperwork however if requested, a copy of the

Receipt of Product Form (Appendix B) is acceptable. Under no circumstances should a DVA Client

receive an invoice containing monetary values for Products or Services provided if that Product or

Service is included in Schedule A.

Where a Product is not listed in Schedule A and a DVA Client has requested that Product, the DVA

Client may purchase it at their own expense. You cannot claim a Credit for this transaction.

Products and Services that are GST applicable do not have the GST amount applied in Schedule A.

GST will be applied to the credit claim at the time of processing.

mailto:[email protected]


https://au-onlinestore.resmed.com/

http://www.resmed.com/DVA


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4. ResMed DVA Quick Process Guide

Print this page and keep it close by to refer back to at any time.

All DVA Clients that hold a White Card must have prior approval from the

ResMed DVA Support Centre for every transaction before providing products

and services. Call 1800 625 088.


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5. Services

Appointment Type Appointment

Timeframe Item Code Tasks Required

Initial Set up Day 0 SETUP-PAP

Initial Product Setup

Education on Product

Provide all written instructions

Credit Claim Form

Initial Follow Up 2 weeks N/A* Download Report

Address any therapy issues

Intermediary Follow Up 2 Months N/A* Download Report


Other Consultation

Visits As required

VISIT-PAP

REPORT-PAP

Download Report


Credit Claim Form

Urgent Appointment As requested URGENT-PAP Follow instructions Requested

Credit Claim Form

* The Initial Setup, initial follow up and intermediary follow up services are required for all new PAP set ups and are included in the initial

setup fee.

Initial Set Up

The Partner will provide an initial set up, 2 week follow up and 2 month follow up. All 3 appointments are

included in the initial SETUP-PAP claim.

The initial set up will include OSA and Product Education, demonstration of safe use of Product and ongoing

support. Further to this:

1 Provide required Product and Service to DVA Client within the stated time frame using stock from your

shelves. Refer to delivery timeframes in section 7 for further information. Where a timeframe will not be

met the Partner is required to inform ResMed DVA Support Centre and update when delivery will occur.

2 Ensure the following materials have been given to the DVA Client:

o All user product guides (e.g. Device user guide, mask guide).

o ResMed DVA Client Kit (order through ADC).

o Secure the ResMed DVA Contact Sticker to the DVA Client device (see ResMed DVA Client

Kit)

3 Complete the Receipt of Product Form (Appendix B) ensuring all fields are completed and required

signatures are provided. Incorrect, missing or illegible information may be rejected.

4 Submit all required paperwork through ResMed Online Store.


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Initial Follow Up

Two weeks after the initial set up the Partner will contact the DVA Client to provide an initial follow up. The initial

follow up is to ensure compliance and assist the DVA Client with any immediate therapeutic discomfort or

needs.

Intermediary Follow Up

Two months after the initial set up the Partner will contact the DVA Client to ensure continued compliance and

assist the DVA Client with any immediate therapeutic discomfort and/or psychological needs.

Service Example:

Credit Claim Form for Initial Set up

Note: Travel kilometres only apply to home visits (Can only be claimed if Partner provides service at location

other than Partner’s Store location)

37352 Airsense10 Auto Device 1

62904 P10 Mask System - Std 1

36852 Filters (12 pkt) – Airsense10 1

61918 ResMed 62 Pk Wipes 2

SETUP-PAP PAP Initial Set up and 2x Follow up 1

50DIST 1-50 km distance 1

Travel Claimed: Only when providing home visits


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Service Example:

Two week and two month Consultation (as part of the Initial Setup Appointment)

Preferred method of consultation is in person. Follow up consultation can be by phone where the device has

Wireless Connectivity (i.e. AirView).

Note: Travel kilometres only apply to home visits (Can only be claimed if Partner provides service at location

other than Partner’s Store location)

Delivery Codes and Claims

The following applies to claims made for travel:

Round trip: From your workplace (as nominated in the ResMed DVA Agreement) to DVA Client location

and back to your workplace.

Only one Delivery Claim code can be claimed per DVA Client transaction (where applicable).

Travel can be claimed for all appointment types where the partner has provided Product and Services to

a DVA Client’s location.

If more than 200 km, after selecting ResMed item # 201DIST, enter the total number of kilometres

travelled in the quantity field in the ResMed Online Store.

Item Code Description Quantity Claim


100DIST 51 - 100 km distance 1


201DIST More than 200 km distance Per km

50DIST 1-50km distance 1

Travel Claimed: Only when providing home visits

visits


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Example:

Claiming for Delivery over 200km

Partner travels from workplace to DVA Client and back to workplace. The total travel is 235km round trip.

201DIST More Than 200km Distance 235


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6. Credit Claim Process

The following steps outline how to raise a Credit Claim through ResMed DVA Support Centre to receive a Credit

for Product and Services provided to a DVA Client.

Steps to take:

1. Log into ROS https://au-onlinestore.resmed.com Google Chrome is the preferred web browser for ROS.

Note: - Only one Credit Claim can be processed at a time.

- All Credit Claims must be submitted within two business days of supply of Products and Services to

a DVA Client.

Important: Lot or Serial number information is required.

Step 4. Search Item by entering

Code or Description. Click on

drop down item to add.

Step 3. Fill in all DVA Client

Details. Ensure all details are

correct.

Step 5. Enter Lot or Serial

information

For additional Item lines click Add 5 rows

ResMed DVA Procedures

Blank Receipt of Product Form

Step 1. Click Credit Claim and

select Create DVA Credit Claim

Step 2. Select Partner location

Step 6. Click Next

https://au-onlinestore.resmed.com/


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2. When the Credit Claim summary page appears complete the following steps:

Important: Ensure the customer consent information is read out to the DVA Client and the box is ticked.

3. Once the Credit Claim has been submitted an acknowledgement will be sent to your nominated

business email account. Please verify that your details are correct and advise of any changes by calling

the ResMed DVA Support Centre.

Step 1. Print Receipt of Product Form

Step 2. Client signs Form

Step 3. Upload Signed Form

Step 6. Submit Credit Claim

Step 4. Ensure box is ticked

Step 5. Hover over and tick box once Client Consent

disclaimer has been read to DVA Client.


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Home Visit Services - Credit Claim Process

1. When performing home visits, Partner can either:

a. Prepopulate and print the Receipt of Product Form (Appendix B) for the DVA Client to sign by

filling in the required details; or

b. Pre-print a blank Receipt of Product Form (Appendix B) for the DVA Client to sign. You will

need to fill in all fields and writing must be legible.

2. At completion of the home visit service, follow the steps as set out in this Section 6.

7. Delivery Timeframes

7.1 Once a Partner receives a valid Prescription from ResMed DVA Support Centre, the Partner must

contact the DVA Client on the same day that the Partner receives the Prescription.

7.2 Partner must supply Products and Services to the DVA Client according to the timeframes as set out in

the table below:

24 hours For urgent orders*

48 hours For metropolitan, regional and rural areas

72 hours For remote areas

5 working days If products need to be removed from a DVA Client, the partner has no more

than 5 working days to collect the product. In some circumstances, including

but not limited to the DVA Client’s death, the Partner may extend the removal

period without penalty.

*All urgent orders are prescriber requested.

7.3 Partner must notify ResMed DVA Support Centre at the time if it becomes clear that the Partner will be

unable to provide the Product or Service within the timeframe specified above.

8. Loan Product

Loan product must be provided where:

o DVA Client device is being serviced

o If requested by an Authorised Prescriber.

There is no reimbursement for hire fees.

For Bi-Level / ASV / Ventilators, if not already in your loan pool, ResMed will organise a loan device.

Contact your ResMed Business Manager to arrange.


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9. Retrieval of Product

From time to time, a Partner may need to retrieve Product from a DVA Client. The Partner must take into

account the general age and frailty of the veteran community when arranging and effecting delivery or removal

of Product.

Removal of Product must only be done:

Once the Partner has liaised with ResMed DVA Support Centre

Where the Authorised Prescriber has given authorisation.

Where the DVA Client is recently deceased, the Partner may extend the retrieval timeframe as a

courtesy to the DVA Client’s family. (Refer to clause 6.4 of the ResMed DVA Agreement).

Returning Product

To return retrieved Product to ResMed, follow the Service Request Process in Section 10.

10. Service Requests / Recycle Product

Servicing Product

For all breakdowns the Partner is required to:

Provide the DVA Client with a loan Product from the Partner loan pool.

Return ResMed Product back to ResMed, Bella Vista for repair.

Note: For Bi-Level / ASV / Ventilators, if not already in your loan pool, ResMed will organise a loan

device. Contact your ResMed Business Manager to arrange.

For ResMed Products

Follow the standard ResMed servicing procedures using the Service Request Form (Appendix C). Ensure

accurate and complete information is included.

1. Submit Service Request Form (Appendix C) to [email protected]

2. ResMed Service Centre will provide a Service Request Number and a Courier connote.

3. Partner to attach connote supplied to package (remove old connotes).

4. ResMed Service Centre will repair or replace device.

5. Upon receipt of serviced device, the Partner will coordinate with the DVA Client to return their device.

6. The Partner will complete a Credit Claim Form through ResMed Online Store for Delivery Charges

where Partner has travelled (See Section 5 for Delivery Charges)



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For Non-ResMed Products

Within Warranty

Follow standard manufacturer servicing procedures.

Email a copy of documentation to ResMed Service Centre [email protected]

Out of Warranty Product

Contact ResMed Service Centre, who will advise if new product is to be issued or DVA Client

requires a loan device, while their device is being serviced.

If new product provided If loan product provided

o Complete Service Request Form (Appendix C)

and return out of warranty Product to ResMed

Service Centre.

o Follow the Credit Claim process as per Section 6

(Credit Claim Process).

o Provide DVA Client with loan product until further

instruction from ResMed Service Centre.

Note: The Partner may be required to provide a loan Product during this process (refer to Section 8 (Loan

Product)).


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11. Resupply of Product

Product 0 to 3 months 3 to 6 months 6 months onwards

Device

Requires new Prescription

Contact ResMed DVA Support Centre for validation

Follow Credit Claim process

Mask Replacement -

Under Warranty

If damaged covered

by Manufacture

warranty

Fill in Service

Request Form

No approval required

Must have original prescription

Follow credit claim process

Mask Replacement

No Approval required

Must have original Prescription


Accessories

(Cushion/Tubing/

Headgear/ Filters

etc.)

If damaged covered

by Manufacture

warranty

Fill in Service

Request Form

No Approval required

Must have original Prescription



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12. Complaints Handling

If the Partner receives a complaint from a DVA Client, the Partner must inform the ResMed DVA Support Centre

in writing within 24 hours from the time the complaint was made.

(a) Notification of a complaint to the ResMed DVA Support Centre must include the:

1. DVA Client name and details (including address, telephone number and DVA file number);

2. Authorised Prescriber name and details (including provider number, address, telephone number

and email);

3. Date and time of complaint;

4. Nature of the complaint;

5. Step(s) taken by the Partner to rectify the complaint; and outcome of these steps

6. DVA Client’s expectations and future action required.

(b) The Partner must not contact DVA Government Department directly.

(c) All complaints must go through ResMed DVA Support Centre.

(d) Where injury or damage is implied, contact the ResMed DVA Support Centre immediately.


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Appendix A Form: Prescription


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Appendix B Form: Receipt of Product Form


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Appendix C Form: Service Request Form

Return address: Attn: Service Centre. 1 Elizabeth Macarthur Dr. Bella Vista, NSW 2153

i Outlet Contact Details (Fields marked with * are mandatory)

*Reported By *Phone

*Outlet Name Fax

*Outlet Address *ResMed Account No.

*Email

*Patient Name First

Name

Surname

*Equipment ResMed Owned ☐ Outlet

Owned ☐

Patient Owned ☐ DVA Client ☐

Fill in DVA info below

ii ResMed DVA Client Information (if applicable)

DVA File no. DVA Card Type GOLD / WHITE (circle)

DVA Address Gender M / F (circle)

iii Product Details (Fields marked with * are mandatory)

*Product Code sleepvantage member

No.

*Product Name *Date of Purchase

*Serial No. *Warranty details

Mask Type Date Problem occurred

Hour meter reading Pressure Settings

Additional Items being sent. Tick all applicable *

Humidifier ☐ SD Card ☒ Tubing ☐ Bag ☐

Serial No.

*Detailed Problem Description

Service Centre Only

ResMed Service

Request No. (SR#)

Distributor reference

/PO No. (if applicable)

DVA Approval

No. (if applicable)

ResMed DVA Procedures Manual · ResMed Asia Pacific Ltd 1 Elizabeth Macarthur Drive, Bella Vista...

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