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OrthoPlex FAQ's
How much do I have to pay for OrthoPlex?
Only a $40.00 service fee is charged for every stone model or impression that needs to converted into a digital model. The OrthoPlex software, use of OrthoPlex website, packaging and shipping materials, 2nd day air shipping of models or impressions from your office to our lab, secure online storage of digital models for 7 years (from date of digital creation) and technical support are all provided to you free of charge.
How quickly can I “digitize” my impressions or stone models?
Turnaround time for creating digital models is 3 business days from the date we receive your shipment of stone models or impressions.
You can help us ensure this turnaround time with the following:
- Properly label and package every stone model or impression you send to us
- Accurately enter information about your stone model or impression on our website
- Enter your package’s UPS tracking number on our website so we may track your shipment
- Check that your GAC account information and billing information is accurate
- Ensure that your account is in good standing with GAC (no credit holds)
How secure are my digital models?
The OrthoPlex environment is 128-bit SSL encrypted, and data is only transmitted via an https secure protocol. This is equivocal to bank-level security.
How long would OrthoPlex store my digital models?
We consider your digital models to be medical records. This means we store them for a period of 7 years (from date of digital creation).
How reliable are OrthoPlex servers?
OrthoPlex servers are located at two separate datacenters. Double redundancy ensures that your account information and OrthoPlex digital models are safe and secure.
What level of accuracy should I expect?
OrthoPlex delivers 100% digital reconstruction of stone models or impressions. With the latest technology 3D cone-beam CT scanners, you have the highest level of accuracy available in the industry.
You can help us achieve this level of accuracy with the following:
- Follow industry standard practices in taking patient impressions
- Use only recommended impression materials
- Use our packaging and shipping materials to mail your stone models or impressions to us
How do I send my impressions or stone models to OrthoPlex?
We have partnered with UPS to provide our customers with 2nd day air shipping of models or impressions free of charge. Simply use our supplied packaging and then call 1.800.PICK.UPS (800.742.5877) or visit http://www.ups.com to schedule your pickup.
Shipping requirements:
- Use only our pre-printed shipping labels (provided along with our shipping/packaging boxes)
- Ensure that each stone model or impression in your shipment is properly labeled and packaged
- Enter corresponding patient information onto our website prior to sending shipment
Do I need a broadband internet connection?
No you don’t. However, we encourage you to upgrade to broadband if you haven’t already. OrthoPlex digital models, depending on the complexity of the case, can sometimes be large files and downloading these over broadband can be much faster than with a dial-up.
I practice in multiple offices. What should I do?
You must create individual OrthoPlex accounts for each office where you practice.
Can I network multiple offices so I can share digital models between them?
No, but there is an easy solution: you simply share digital models just as you would with another doctor. Except in this case, the “other” doctor is yourself only in a different office!
How do I view my digital models?
OrthoPlex digital models can be viewed only using OrthoPlex software. This is available for free with an easy download from our website.
What are the browser requirements for using the OrthoPlex website?
We recommend using Internet Explorer version 6 and/or later. The latest release of IE can be downloaded from http://www.microsoft.com/windows/products/winfamily/ie/default.mspx free of charge.
Can I access my digital models from home or a coffee shop?
You can access your account information on our website and your digital models from any computer (running Microsoft Windows XP) that is connected to the Internet. And because OrthoPlex is a secure environment, we ensure that your data is secure regardless of your point of access.
If you use a shared computer (e.g. a computer in the library), we recommend that you “log out” of your OrthoPlex and close the Internet browser after you’re finished.
Can an appliance be built off my impression when I send it to OrthoPlex?
Yes! As the OrthoPlex operation is housed in the same location as GAC OrthoLab, we can deliver a custom appliance with your single impression.
You can help us by ensuring that you include an appliance order form along with your shipment. We may not be able to deliver an appliance if we do not have this form upon receipt of your shipment.
Can you create/return stone models?
If you shipped an impression to us, we can create a stone model for you at the same price that you would normally pay GAC OrthoLab to pour out a model.
By default, we do not return the original stone models that you may have shipped to us. If you indicate explicitly that you would like us to return a specific model, we will do so. However, you will incur shipping costs for the return request.
Why don't you have shipping boxes designed for just one stone model or one impression?
Our shipping boxes come in two designs — a small box that holds about 6 impressions or stone models; and a bigger box that holds about 10 impressions or stone models. We request that you ship at least 6 impressions or stone models to us to keep our costs to you at a minimum.
Can I save my digital models on my computer?
Yes. When you download your digital model from our website, it is automatically stored on your computer. You can download, delete and re-download your digital model any number of times.
Can I get a second opinion for a certain digital model from a referring doctor?
With OrthoPlex, you can share your digital models with other doctors. Other doctors can only view your models; they can’t alter your models using OrthoPlex. Our method of sharing complies with HIPAA guidelines by preventing sharing of your account’s access credentials (login/password) and sharing patient records via email, which is vulnerable to security breaches.
Can I use my computer while I’m downloading a digital model?
Yes. Unless you have a very slow computer, you should not have any problems using your computer while downloads are in progress.
Are digital models considered legal medical records?
The accuracy and detail stored in the OrthoPlex digital model allow it to be used as a legal medical record. We record the date, time, and personnel responsible for every activity involved in the creation of a digital model. This information is easily retrievable from our databases.
Where do I enter patient information?
You need to enter patient information on the OrthoPlex website. This step is absolutely essential before you ship your stone models or impressions. Individual patient labels for each impression or stone model are created only after patient information is entered on the OrthoPlex website. Also, this step ensures that we accurately match each stone model or impression that you send to the patient information that you enter on the OrthoPlex website.
Can I set up OrthoPlex to automatically download my digital models
once they’re available?
Not yet, but we’re working on it! Right now, you can access your digital models on the OrthoPlex website and download them from there.
What happens when my impression or model is damaged during shipping?
We are not responsible for losses incurred during shipping. However, if you followed our instructions for packaging and labeling, and used our shipping/packaging materials, then we will be committed to improving our packaging to prevent another instance of this type of loss.
What happens when my impression or model is damaged during handling?
In the rare event that your stone model or impression is damaged during handling at the lab, we will return the damaged item to you and cover the return shipping costs. Our customer service department willcontact you to address any inconvenience that may have been caused as a result.
Can you archive (or backup) my digital models on a CD/DVD and mail it to me?
We backup all your digital models on our servers. You can archive digital models by downloading them onto your computer and transferring them to media of your choice (CD, DVD, or FLASH drive).
