Resupply is the recurring-revenue engine of a CPAP business. A patient on PAP therapy is entitled to replacement masks, cushions, tubing, filters, and water chambers on a defined schedule — and every eligible patient who isn't contacted, doesn't order, or doesn't ship is recurring revenue the supplier simply doesn't earn. The whole program is a funnel, and the conversion rate from eligible to shipped is one of the few numbers that directly compounds month over month. This dashboard tracks that funnel end to end.
What this report answers
How many patients were eligible this cycle, how many did we reach, how many ordered, and how many actually shipped? The funnel page shows the four stages as count cards and a funnel visual, then breaks conversion rate down by contact channel — automated text/IVR, outbound call, patient portal, email — so you can see which outreach method actually moves patients to a shipped order. The drivers page adds conversion by payer and resupply revenue by product line (masks, cushions, tubing, filters, water chambers), with a channel-level table tying eligible count, shipped count, conversion, and revenue together.
The metrics that matter
Resupply conversion rate (shipped ÷ eligible) is the headline — it's the share of your entitled patient base actually generating recurring revenue this cycle. Read it alongside the funnel's two interior steps: contacted ÷ eligible is your outreach reach, and ordered ÷ contacted is how well the conversation converts. A strong contact rate with weak ordering is a script or offer problem; weak contact is a coverage problem. Resupply revenue confirms the dollars the funnel is producing.
Why the data is trapped
Eligibility schedules, contact attempts, orders, and shipments are spread across the resupply/contact engine and the order system inside Brightree, NikoHealth, Bonafide, or Computers Unlimited's TIMS. The platform can tell you who's due, but tying eligibility to which channel reached them and whether the order ultimately shipped — as one funnel with a conversion rate by channel and payer — is the analysis that rarely exists out of the box. Without it, programs chase contact volume instead of the conversion that actually ships product.
How to read it
Find the stage where the funnel narrows hardest. Many eligible but few contacted means outreach coverage; many contacted but few ordered means the offer or channel isn't landing. Then read conversion by channel: automated text/IVR usually reaches the most patients cheaply, but a higher-touch call may convert a hesitant cohort better — the report shows which earns its cost. Conversion by payer flags coverage or copay friction. This sample uses fully synthetic patients and orders — no PHI.
Metrics it tracks
| Metric | What it means |
|---|---|
| Eligible Patients | Count of patients eligible for resupply this cycle — rows where ResupplyEligibleFlag = 1. |
| Contacted | Count of eligible patients reached this cycle — rows where ContactedFlag = 1. |
| Ordered | Count of contacted patients who placed an order — rows where OrderedFlag = 1. |
| Shipped | Count of orders that shipped — rows where ShippedFlag = 1. |
| Resupply Conversion Rate | Eligible patients who received a shipped resupply order — SUM(ShippedFlag) ÷ SUM(ResupplyEligibleFlag). |
| Resupply Revenue | Revenue from shipped resupply orders — SUM(OrderRevenue). |
Used by: Resupply program manager; DME/HME owner
Frequently asked questions
What is a good CPAP resupply conversion rate?
Conversion is shipped resupply orders divided by eligible patients in the cycle. There's no single industry benchmark — the value is watching your own rate over time and seeing which contact channel and payer convert best, since small improvements compound into meaningful recurring revenue across the whole eligible base.
Which resupply contact channel converts best?
It varies by patient population. Automated text/IVR usually reaches the most patients at the lowest cost, while outbound calls can convert a hesitant or older cohort better. Tracking conversion rate by channel — not just contact volume — is how a resupply program decides where to put effort.
Why do eligible PAP patients fail to reorder?
Common reasons are never being contacted in the cycle, being reached on a channel they ignore, copay or coverage friction at order time, and dropping out of PAP therapy. Separating the funnel into contacted, ordered, and shipped shows exactly where eligible patients fall out so you can fix that step.
Build this report on your own data
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