A retainer left on a lunch tray
A former patient rings: their retainer was thrown away at school, or the dog chewed it, or it cracked. They want a new one quickly. Reception takes a message. Someone has to check whether there is a recent scan the lab can use or whether the patient needs to come in, what the practice charges, whether it is covered under the treatment terms, and which lab made the original.
The patient rings twice more before anything happens. Meanwhile they are not wearing a retainer.
Adults who finished treatment years ago make up a good share of these requests. Their records may be in an archive or an older system, and finding their last scan can take longer than making the retainer.
Why retainer requests get stuck
- Requests come by phone, email and social media messages.
- Finding the latest usable scan or model takes time.
- Fee rules differ for patients in retention, discharged patients and those on particular plans.
- Payment is taken separately, sometimes after the order.
- Lab orders for retainers are tracked less carefully than for active treatment.
What slow replacements cost
A patient without a retainer for weeks, and a practice that feels slow at the moment the family most needs it. Reception time on repeated calls. Lab orders placed without payment or with the wrong scan. And unclear records of who was charged what.
Requests also peak at predictable times, such as the start of school terms and after holidays, when retainers get left in hotel rooms and lunch boxes. Handling them one phone call at a time means the backlog builds exactly when reception is busiest.
The retainer request process we build
- A form on your website where patients report a lost or broken retainer, with their details, the retainer type if known and a photo if broken.
- The request is matched to the patient record, showing their retention history and the date of their latest scan or impression.
- A clinician or trained team member decides, under your rules, whether a new scan is needed, and the patient is offered either a scan appointment or confirmation that the existing scan will be used.
- The fee is calculated from your rules and a payment link is sent through Stripe or your current provider. The order proceeds when payment is received, or earlier if you choose.
- The lab order is created with the right scan reference and tracked to delivery, as for any other lab work.
- The patient is told when the retainer is ready and a fit or collection is booked.
| Step | Before | After |
|---|---|---|
| Request | Phone message | Online form, matched to record |
| Scan check | Search records | Latest scan shown with date |
| Payment | Separate call | Payment link under your rules |
| Lab order | Email to lab | Tracked to delivery |
| Patient update | They ring to ask | Message when ready |
Whether an existing scan is suitable is a clinical decision made by your team. Fees and what is included follow your practice's terms.
Replacements handled in a few steps
Patients report a problem at any hour and hear back promptly. Reception follows a clear path rather than piecing things together. Payments and lab orders line up. The practice can see how many replacements it provides and for whom, which can inform decisions about retainer terms.
Is this how retainer replacements go?
- Retainer requests arrive by phone and social media.
- Finding the latest scan takes time.
- Payment and lab orders are handled separately.
- Patients chase for updates on their replacement.