Where are Mr Jones's insoles?
Some chiropractic and osteopathy clinics offer custom foot orthotics. The chiropractor takes a foot scan or impression, the order goes to an orthotics lab, and a few weeks later a parcel arrives. In between, the patient has paid a deposit, possibly asked twice when they will be ready, and may have been told a different date by each person they spoke to.
When the parcel arrives, it is put on a shelf behind reception. Someone is supposed to call the patient to book a fitting. Sometimes that happens straight away. Sometimes the box sits there for a fortnight.
Why orders go astray
The order is created in the lab's portal or by email, which the clinic software knows nothing about. The deposit is in the clinic software or card terminal. The expected date is in the chiropractor's head. The parcel arrives with the lab's reference, not the patient's name in large letters. None of these are linked, so tracking depends on whoever took the scan remembering to check.
The small costs that pile up
| Stage | Common slip | Tracker fix |
|---|---|---|
| Scan taken | Order not sent the same day | Order logged and sent from one screen |
| At the lab | No expected date recorded | Expected date stored, overdue flagged |
| Parcel arrives | Not matched to patient | Lab reference matched to the order |
| Fitting | Not booked promptly | Patient invited to book on arrival |
| Payment | Balance not collected | Balance linked to the order and due at fitting |
Patients who have paid for something and heard nothing lose confidence quickly. Chiropractors spend time answering 'are they ready?' instead of treating. And unclaimed balances quietly stay on the books.
How we build the orthotics tracker
- When the chiropractor takes a scan or impression, they create an order in a simple form linked to the patient: lab, product, prescription reference and expected date.
- The deposit taken is linked to the order, whether paid through your clinic software, Stripe or the card terminal.
- Where the lab accepts orders by email or file upload, the order is sent from the tracker; where it uses its own portal, the tracker prompts the chiropractor to enter the lab reference once submitted.
- The order shows in a list by stage, and anything past its expected date is flagged for reception to chase.
- When the parcel arrives, reception scans or types the lab reference, and the tracker finds the order and the patient.
- The patient is automatically sent a message to book their fitting, with a link to the right appointment type.
- At the fitting, the balance due is shown, and once paid the order is closed.
We do not advise on whether orthotics are appropriate for any patient, or which lab to use. The tracker only keeps the admin in order.
What changes
Every order is visible with its stage and expected date. Patients get a message when their orthotics arrive rather than waiting to be remembered. Balances are collected at the fitting instead of forgotten. And the chiropractor stops fielding 'are they ready?' questions in the treatment room.
Over time the tracker also tells you something useful about suppliers: which lab is reliably on time, which one needs chasing, and how often remakes happen. That helps when you next review who you order from, without anyone keeping a separate log.
The same pattern works for any other item ordered for a specific patient, such as a custom pillow or a support, if your clinic offers them.
Is this happening in your clinic?
- Orthotics orders are tracked in the chiropractor's head or email.
- Parcels sit behind reception waiting to be matched to a patient.
- Patients ask repeatedly whether their orthotics have arrived.
- Balances are sometimes not collected at the fitting.
- You do not know how many orders are currently with the lab.