Once you submit a case, it moves into the facility's Review Delivery Order queue. From that point, the next action belongs to the facility — not you. But if a case has been sitting longer than expected, there are things you can do to help move it along.
What Review Delivery Order status means
Review Delivery Order means your case was successfully submitted and is waiting for a facility reviewer to open it, verify the items against the patient chart, and either approve or reject it. The order will not advance on its own. Someone at the facility needs to act.
Why cases sometimes sit longer than expected
The case landed in a shared queue and has not been picked up yet.
The reviewer who normally handles cases is out or unavailable.
The case was submitted outside the facility's normal review window.
The facility is waiting on additional chart documentation before reviewing.
How to follow up without overstepping
Reach out directly to your facility contact — typically someone in supply chain or the OR coordinator — and let them know the case is in their queue. Give them the DO# and the date of surgery so they can locate it quickly.
If you are unsure who to contact, open the delivery order in Helia and use the activity feed to tag a facility team member using @ followed by their name. They will receive a notification with a direct link to the order.
What not to do while waiting
Do not delete and resubmit the case — this creates a duplicate and causes confusion for the facility reviewer.
Do not submit a new case for the same procedure while the original is still in the queue.
If the case still is not moving after you've followed up
Submit a ticket by clicking the chat icon in the bottom right corner with the DO# and the date it was submitted. Our team can follow up with the facility's account team to help get it resolved.
Note: Helia's Member Success team cannot approve or reject cases on behalf of the facility. Only an authorized facility team member can take that action.
Still need help? Click the chat icon in the bottom right corner to submit a ticket.