Voluntary Recall Information

This month, we’re sharing a reminder of the range of resources available to support you through the remediation process, along with the latest updates on safety, device cleaning and timing.   

It’s also important to remind you to be aware of fraudulent activity. Philips Respironics will never ask you for credit card information or social security numbers by phone or email. If you have any concerns, please contact 877-907-7508. 

Update on timing

As a reminder, once your order has been processed, you can visit the Patient Portal to see your estimated shipping date. Due to the volume of orders and supply constraints, it is possible that this timing may change. If this happens, we will update you both via email and you will also see the timing change reflected in the Patient Portal. Please be aware your registration submission is not the same as a processed order. Orders are processed based on product availability and access to your prescribed device settings. If we do not have access to your prescribed device settings, we will be reaching out to you shortly if we have not already. 

Patient resources

We have a range of useful resources available to guide patients through the remediation process. Our Patient Portal has been tailored around you and the information you have given us. A few important reminders around the Patient Portal: 

• Check the status of your replacement device order and if your order has been processed, view the estimated shipping date 
• Once you have inputted your information, you cannot change it. If you need to update
  your address, please call 877-907-7508. 
• Just a reminder, if you have not completed your Patient Prioritization information, please visit the Patient Portal to complete.

Our information hub includes up-to-date information and support tools, including guidance on the remediation process, details on replacement devices, and answers to frequently asked questions. You can also visit the updated quick tips page which highlights important reminders around the voluntary recall. 

Safety information

We’ve created a short guide that details the steps we’re taking to ensure that you feel confident in your replacement device. This also provides information on cleaning your device and why it’s so important to use only approved cleaning methods. 

Remember, ozone and UV light cleaning products are not currently approved cleaning methods for sleep apnea devices or masks and should not be used. 

As always, we will continue to provide regular updates to you through this process. 

Thank you for your continued patience and trust.