Medical Device Recall Information

Philips Respironics Sleep and Respiratory Care devices

Support, at every step of the way

Understand how we’re handling the recall and know what to expect
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We understand that waiting for news about when and how your device will be repaired or replaced can be frustrating.  

 

While we work to provide patients with a replacement device as quickly as possible, we want you to feel informed about each step of the remediation process, and confident in your new device.  

 

As the situation is constantly evolving, we will continue to make sure that both you and your care team have the most up-to-date information until you receive your replacement device.


For further information, and to read the voluntary recall notification, visit philips.com/src-update

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1. Not Registered?

Once you've registered your device, please remember to save your confirmation number which will be emailed to you.  

 

Didn't include your email during registration? Call us at +1-877-907-7508 to add your email.

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2. Matching your registration to your Durable Medical Equipment provider (DME)

Throughout the remediation process, we are working closely with our partners to determine the best way to repair or replace an affected device. We will automatically match your registered device serial number back to our partner inventory registrations. This step helps reduce waste by ensuring an affected device isn’t accidentally remediated twice and helps us confirm information like your current device settings. 


Our focus, as always, remains committed to remediating devices, and at this time we are starting order fulfillment for those that are already matched.

If your device is not yet matched, don’t worry. We have a dedicated team that’s actively working with our partners. Please note there is no further action from you as a patient at this point.
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Doctor speaking to patient couple
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3. Prioritization

To ensure patients with the greatest needs receive a replacement device as timely as possible, we will be prioritizing remediation efforts around certain patients as requested by the US Food & Drug Administration (FDA) and the medical community. The data collected will be used to help to prioritize remediation of those patients at higher risk.


The relevant heath information that will be asked includes:

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Age
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Other related conditions
OSA severity icon
Severity of obstructive sleep apnea
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An occupation associated with public safety

Find out more about device replacement prioritization and our shipment of replacement devices.


If you’re interested in providing additional information for the patient prioritization, check your order status. Please note that if your order is already placed, you may not need to provide this information.

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4. Processing your order

We’ll start processing your replacement device order once:

 

  1. Your device registration is matched to your DME
  2. A device becomes available

 

To process your order, we may need to collect some additional information from you about your current device settings and will be confirming your address for shipment. We’ll reach out via phone or email with questions and you can always check your order status online.

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5. Keeping you updated

Although we have started to ship new devices and increased our production capacity, we expect to complete our remediation program for the majority of registered devices in late 2022, or within approximately 12 months from obtaining the relevant regulatory authorization.


If you did not include your email during registration, you can call us at +1-877-907-7508 to add your email.


If you would like to find the latest information and updates, stay connected with us or read our FAQs, please click below.

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6. Device replacement delivery

Your replacement device will include three key pieces of information, including how-to:

 

  1. Set up your device
  2. Clean existing components
  3. Return instructions
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If you need more information, scan the QR codes and call our support team at +1-833-262-1871 with any questions.
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7. Returning your affected device

By returning your original device, you can help other patients. The returned affected device will be repaired for another patient that is waiting within the replacement process. 


Steps to return your affected device:

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Place your affected device in the cardboard package in which you received your replacement device
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Please do not send your accessories back to us. You will need to keep and clean these to use with your replacement device
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Using packing tape supplied, close your box, and seal it
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Affix the pre-paid postage label to the box and schedule a pick up at your local FedEx. Philips has pre-paid all shipping charges
We appreciate your cooperation in this effort, and if you have any questions or if you haven’t received a package slip or are missing accessories, please contact us at +1-833-262-1871.
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Need further assistance?

Please contact the Philips Customer Service team directly on 877-907-7508 for more assistance.
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