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Select OPTION 2 – Continue the remediation process to receive a replacement device: you will need to provide an up-to-date prescription. You may also have the opportunity to provide additional information that will help us prioritize delivery as needed. If you choose to remain in the remediation pathway, you must make the selection in the patient portal, which will trigger a Philips Respironics team member to call you to obtain your prescription from your doctor. Calls for patients without a prescription are ongoing and are expected to last until the voluntary recall ends. If your shipping address has changed since you registered your device, or if you would like to make your choice over the phone, please call 877-907-7508.
Philips Respironics System One, 50 series sanitation
We are contacting you because you have registered a System One, Series 50 CPAP and BiPAP device in response to Philips Respironics' voluntary recall of CPAP, BiPAP devices and mechanical ventilators.
One of the most complex aspects of the recall was creating remediation options for older devices, such as System One. These devices have exceeded their warranty and useful life, which is generally 5 years. In the United States, we had already stopped manufacturing the System One 50 series devices before the voluntary recall, as they were discontinued in 2013.
Since these units are no longer part of our supply chain, this has created unique inventory challenges of finding the parts needed for repair and remotely extracting settings from the prescription device necessary to provide a replacement device. For all of these reasons, we have worked to find alternative remediation options for System One patients.
We cannot offer System One patients a new or repaired version of their current product. We understand that this can be frustrating, which is why we offer the following two options.
You must select one of the following two options, there is no default option and in the absence of your selection no action can be taken. Please log in to the patient portal to select your preference:
OPTION 1 – Financial payment for return of affected units: Decommissioning affected products is an important part of our remediation program. We also know that many patients have been waiting for a solution for some time. Therefore, we are offering patient financial payments of $25 per System One, Series 50 device returned to us. The payment we offer is intended to ensure that the affected units are no longer used. It will be paid by check when we receive your System One, Series 50 device. If your mailing address has changed since you registered your device or if you would like to make your choice over the phone, please call 877-907-7508. Please note that return instructions will be included in the patient portal once you select this option.
OPTION 2 – Continue the remediation process to receive a replacement device: you will need to provide a valid prescription. You may also have the opportunity to provide additional information that will help us prioritize delivery as needed. If you choose to remain in the remediation pathway, you must make the selection in the patient portal, which will trigger a Philips Respironics team member to call you to obtain your prescription from your doctor. Calls for patients without a prescription are ongoing and are expected to last until the voluntary recall ends. If your shipping address has changed since you registered your device, or if you would like to make your choice over the phone, please call 877-907-7508.
Regardless of which option you choose, we encourage you to consult with your doctor about options for a new device to ensure continuity of care. Since your doctor knows your medical history, he or she is best qualified to discuss treatment options. You may also consider checking with your insurer to see if you are eligible for reimbursement for a new device. Most insurance plans provide reimbursement every five years.
If you have any questions, please call us at 877-907-7508.
Thank you for your continued patience and trust.
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