A pair that rubs, and no history to hand
A patient is back two months after being issued custom orthotics. The left one rubs under the arch and they have stopped wearing it. The podiatrist wants to know exactly what was prescribed, which lab made it, whether it has already been adjusted once, and whether it is still within the lab's remake terms. The prescription was entered in the lab's portal. The lab reference was never written in the notes. The fitting notes say only "issued, fine".
Nobody booked a review after issue, so this is the first the clinic has heard of the problem. And the same week, another patient rings to ask when their pair will arrive, and reception cannot find the order.
Why orthotics admin goes astray
- Prescriptions are written in the lab's portal or on its form, not in the patient record.
- Foam casts are posted without a tracking reference being recorded.
- Lab lead times vary, and nobody writes down the expected date.
- The fitting is booked only when the box arrives, so patients wait again.
- Reviews after fitting are not always booked, so problems surface later.
- Remakes and adjustments are sent as new orders, losing the link to the original.
What orthotics slips cost
Patient calls asking for updates. Delays that make patients feel the clinic is disorganised, after they have paid a significant sum. Remakes that the lab might have done under its terms, paid for again because nobody could show the history. And practitioners who cannot see how often a particular prescription or lab leads to adjustments.
| Stage | What slips | What the order record holds |
|---|---|---|
| Prescription | Only in the lab portal | Copy in the patient record |
| Cast or scan sent | No tracking | Courier reference or upload confirmation |
| At the lab | No expected date | Due date from typical lead time |
| Arrived | Fitting not booked | Fitting offered straight away |
| Review | Forgotten | Booked at fitting |
| Remake | New order, no history | Linked to the original with reason |
How we build orthotics tracking
- After the assessment, the podiatrist records the order in a short form linked to the patient: lab, device type, prescription details or the lab's prescription PDF, and whether it is a cast or scan.
- Where the lab accepts orders by email or through an interface, the order is sent from there. Where it only has a web portal, the details are laid out ready to enter, and the lab's reference is recorded.
- Courier references for casts and upload confirmations for scans are stored with the order.
- The expected return date is set from typical lead times you enter per lab, and overdue orders are highlighted for a chase.
- When the pair arrives, reception marks it received and the patient is sent a message to book their fitting.
- At fitting, the review appointment is booked at the interval your podiatrist chooses.
- If an adjustment or remake is needed, it is raised from the original order, with the reason and the podiatrist's notes, so the lab and your team see the full history.
- Orders can be invoiced from the same record, with deposits and balances shown.
A calmer orthotics process
Reception can answer a patient in seconds. The lab is chased before the patient notices a delay. Fitting and review are booked without gaps. Remakes carry their history, which helps conversations with the lab. And the clinic can see its own figures on turnaround and adjustments by lab and device type, which is useful when choosing where to send work.
Does this describe your orthotics workflow?
- Prescriptions exist only in the lab's portal or on paper.
- Patients call to ask where their orthotics are.
- Fittings are booked only once the pair arrives.
- Review appointments after fitting are sometimes missed.
- Remakes are ordered without reference to the original.