What to send, when to send it and which portal to send it to, plus the proof of delivery requirements for every delivery type.
What you owe Synapse Health at the end of an order depends on how the order started and how the equipment reached the patient. This article covers both: the documentation required for each order scenario, and the proof of delivery (POD) required for each delivery type.
Use it as a checklist before you close an order. Missing or incomplete documentation is the most common reason an order cannot be completed.
What to send for each order scenario
| Order scenario | When DME provider sends | Where DME provider sends | What DME provider must include |
|---|---|---|---|
| Provider-initiated, sent to Synapse | At order handoff | Connect Portal (or API/other integration/fax) | At handoff: documentation provider has on file. After delivery: see the Synapse approved order row |
| Synapse approved order | After item is delivered | Fulfill Portal | Proof of Delivery |
| Provider already dispensed item | After item is delivered | Connect Portal (or API/other integration/fax) | All qualifying clinical documentation required for the item (e.g., valid SWO, medical necessity); Proof of Delivery |
Rules for items you dispensed before Synapse reviewed the order
Already dispensed orders
The already dispensed scenario carries three conditions:
- By exception only – already dispensed order submission is by exception only, for example a hospital discharge
- Full documentation is on you – if the DME provider dispenses an item before Synapse reviews the order, the provider is responsible for submitting all required documentation and Proof of Delivery
- CGM and ventilators are never exceptions – CGM and ventilators must be sent to Synapse prior to delivery
Acceptable proof of delivery by delivery type
The POD that Synapse Health will accept, and the details it has to carry, depend on whether the equipment was handed to the patient or shipped.
| Delivery type | Acceptable proof of delivery | Key requirements |
|---|---|---|
| In-person/threshold delivery | Patient signed delivery ticket; equipment set-up documentation | Patient (or designee) signature; date of delivery; itemized HCPCS (or SKU); quantity delivered; serialized/lotted numbers |
| Mail order/shipping | Tracking number/carrier proof of delivery | Carrier name (UPS/FedEx/USPS, etc.); delivery confirmation (tracking showing “Delivered”); date of delivery; ship-to address matching patient |
Proof of delivery for mail order and shipping
For shipped items, the carrier proof of delivery is always required. Whether you also owe a packing slip depends on who initiated the order.
| Order type | Carrier proof of delivery | Packing slip/item detail | Notes |
|---|---|---|---|
| Synapse-initiated order | Required – active tracking # + carrier | Not required | If items delivered are different or updated from Fulfill, you must communicate for an order update or provide a detailed packing slip |
| Provider already dispensed item | Required – active tracking # + carrier | Required | Item detail can be provided via API/integration in lieu of a PDF packing slip, to include: HCPCS, Qty, SKU, along with an active tracking # and carrier + ship date |
Proof of delivery for in-person and threshold delivery
For threshold and in-person setups, a patient signed delivery ticket is required in both scenarios. The supporting documentation differs slightly depending on who initiated the order.
| Order type | Patient signed delivery ticket | Other |
|---|---|---|
| Synapse-initiated order | Required | Completed on Synapse Health Delivery Portal, or Home Safety Assessments, Confirmation of Patient Education, Clinical Flow Sheets and AOB/PAAC forms as required by product category |
| Provider already dispensed item | Required | Home Safety Assessments, Confirmation of Patient Education, Clinical Flow Sheets and AOB/PAAC forms as required by product category |