The CPAP Coaching Call: A 15-Minute Framework That Works

You have 30 patients to contact this week. Each call matters, but you don't have an hour for each one.

Here's the framework our clinical team uses to run effective coaching calls in 15 minutes or less.

Before the Call (2 Minutes)

Pull up the patient's data. Know their numbers before you dial:

Check:

• 7-day average usage (above or below 4 hours?)
• Usage trend (improving, stable, or declining?)
• AHI score (is therapy effective?)
• Leak rate (mask fit issues?)
• Days since last use (any gaps?)

Note:

• Previous issues discussed
• Equipment type and age
• Compliance status (on track for Medicare?)

Walking into a call without this prep wastes time and makes you look unprepared.

The Call Structure (12 Minutes)

Opening (1 minute)

Start positive and human:

"Hi [Name], this is [Your Name] from [Company]. I'm checking in to see how your CPAP therapy is going. Do you have a few minutes to talk?"

Why this works:

• Uses their name (personal)
• States purpose (no confusion)
• Asks permission (respects their time)

Data Review (2 minutes)

Share what you see:

"Looking at your data from the last week, you're averaging [X] hours per night, and your AHI is down to [Y]. How does that feel to you?"

Why this works:

• Shows you're paying attention
• Opens with facts, not judgments
• Invites their perspective

Patient Perspective (3 minutes)

Listen before advising:

"Tell me about your experience this week. Any challenges? Any wins?"

Key listening points:

• Comfort issues (mask, pressure, dry mouth)
• Sleep quality (better or worse?)
• Routine challenges (travel, illness, schedule)
• Motivation (do they believe it's helping?)

Let them talk. Most patient concerns come out naturally when given space.

Problem Solving (4 minutes)

Address the top 1-2 issues:

"It sounds like the mask leak is the biggest issue. Let's work on that."

Common issues and quick solutions:

For complex issues: "This might need a closer look. Can I schedule you for an in-person visit, or would you like me to send you a video that walks through the adjustment?"

Action Items (1 minute)

Clear next steps:

"So here's the plan: You're going to try [specific action] tonight. I'll check your data Friday, and if the leak is still above 24 L/min, I'll call you to schedule a mask fitting. Does that work?"

What makes action items effective:

• Specific (not "try to use it more")
• Time-bound (tonight, by Friday)
• Shared accountability (they act, you follow up)

Close (1 minute)

End with encouragement:

"I can see you're making progress. The fact that you're using it 5 nights a week is a great start. We'll get this mask issue sorted and you'll feel even better. Any questions before I let you go?"

Why this works:

• Acknowledges effort (motivation)
• Projects confidence (reassurance)
• Opens for final questions (thoroughness)

After the Call (1 Minute)

Document immediately:

• Issues discussed
• Actions agreed upon
• Follow-up date
• Escalation needs (physician, equipment)

Your documentation should let any colleague understand the situation if they handle the next contact.

Difficult Call Scenarios

The Defensive Patient

"I'm using it, I don't know why your data shows otherwise."

Response: "The data sometimes has transmission delays. Let's look at this together. Your machine might be showing different numbers on the screen. Can you check what it says for the last week?"

Why this works: Avoids accusation, invites collaboration.

The Quitter

"This thing doesn't work. I'm done with it."

Response: "I hear you're frustrated. That's completely valid. Before you give up, can I ask what's been the worst part? Sometimes there's a fix that makes the difference."

Why this works: Validates emotion, creates opening for problem-solving.

The Skeptic

"I don't think I really have sleep apnea."

Response: "It's okay to have questions about your diagnosis. Here's what I can tell you: your sleep study showed [X] events per hour, which means your breathing was disrupted [Y] times every night. The CPAP is designed to keep your airway open. Many patients don't feel dramatic improvement right away, but their body is getting more oxygen. How about we try it for another two weeks and see if you notice any changes in your energy or mood?"

Why this works: Acknowledges doubt, provides facts, proposes trial period.

The Over-User

"I'm using it 10 hours a night but I still feel tired."

Response: "Great job on the consistent use! Since you're still feeling tired despite good compliance, there might be something else going on. I want to flag this for your doctor to review your therapy settings and possibly your overall sleep health. In the meantime, let's check your AHI and leak data to make sure the machine is working optimally."

Why this works: Praises compliance, escalates appropriately, continues troubleshooting.

Call Prioritization

Not all patients need the same level of attention:

High Priority (call this week):

• Usage dropped significantly from previous week
• Currently under 70% compliance with Medicare deadline approaching
• Reported issues in previous contact
• No data transmission in 3+ days

Medium Priority (call within 2 weeks):

• Stable but below target (50-69% compliance)
• New patients in first 30 days
• Recent equipment or mask change

Low Priority (call monthly):

• Consistently compliant (80%+ usage)
• No reported issues
• Stable AHI and leak rates

Use your technology to sort patients automatically. Spending equal time on every patient burns you out and doesn't optimize outcomes.

Tracking Your Impact

Measure these monthly:

• Calls made vs. target
• Average call duration
• Compliance rate change in contacted patients
• Issue resolution rate
• Patient satisfaction (if surveyed)

You should see compliance improvements in patients you contact regularly. If you don't, examine your approach.

Drift shows you which patients to call and what to say. AI-generated talking points based on their data help you run better calls in less time. [See how it works →](/support)