http://www.protecdental.com/faq

FAQ

What if I put the wrong part onto the Rx canvas and need to undo or delete it?

It’s easy to undo or delete a part. To undo an action, click the undo arrow just above the teeth.  Your last action will be undone and you can continue to undo until the canvas is blank.  You can always redo by clicking the redo arrow.

To delete a part, grab a blue handle related to that part and simply drag it off of the canvas. You will the see the blue handle convert into a trashcan and the part will easily delete. It's very simple and intuitive. You may also click on the part in the parts selection queue below the Rx canvas and click “delete’” next to the part.

How do I ship a case?

For detailed instructions on how to prepare a case for shipping, please visit our Send a Case page. For further shipping information, please see Pickups & Deliveries.

When do I switch to my next Clearline tray?

You should switch to your next Clearline tray after 2 - 3 weeks of use.

What if I want to design a custom appliance that does not appear in the parts library?

There are a couple ways to attack this. Ideally you should create the script with easyrx and submit it with parts that are available and give detailed instructions. You can also submit a blank RX or a partially designed prescription with detailed instructions, print the script and hand draw the design as you would with a normal paper RX. When it hits our lab, we'll take it from there. You can also contact us directly, and with enough requests we will design and draw the part so it exists in the part library for future designs.

How do I move a part once on the canvas?

In the system parts are easy to select for editing or moving, or adding a note, or deleting a part. For any part to have functionality, it must be selected. There are a couple of ways to do this. One is to hover over the part. When you see the part light up yellow that is an indicator that you can select it by clicking your mouse. You can also find the part in the selected parts list below the Rx canvas and click edit next to the part. Once selected, the blue dots will appear for that part.

How do I order supplies and fulfillments?

To order supplies and fulfillments, please fill out this form, or sign in to myProtec, or contact Protec customer service at 1.800.663.5488 or 604.873.8000, or chat with us online.

Why does the part turn yellow when I hover over it?

The system is indicating to the user that the part is being identified and once clicked it is now selected for editing or moving.

How do I make a claim on the Appliance Replacement Insurance?

Please return proof of insurance (insurance certificate) with claims. The laboratory will require new models/impressions for all remakes and repairs (additional fees apply for pouring models). 

Why can't the practice make changes to a prescription after its been submitted?

The system will not allow a user of a practice to make any modifications after it has been submitted. If there is a case you need to make changes to after submission, please call us and we will more than happy to make those modifications for you. You can also leave a comment within the Rx by clicking "view" and clicking "add comment" under the canvas.  Once the comment has been made, the system notifies our lab indicating a comment has been made.

Tip: To help avoid this situation, you have the option to save the script and review at a later date.

What is Appliance Replacement Insurance?

Should you wish to insure an orthodontic appliance, simply indicate this on the patientís prescription form. If you would like all of your appliances insured, please advise and we will register your account for automatic billing. Each registered appliance will be returned to you with a certificate and invoiced accordingly.

Removable orthodontic appliances will be registered with our replacement/repair program (initial fee) for a period of 1 or 2 years. For loss, irreparable damage, or repairs, the appliance will be processed for a reduced fee (deductible fee). 

 

BENEFITS:

  • Improved doctor-patient relationship
  • Trouble-free office-lab workflow
  • Reduced lab-fees for replacement

 

 

How do I care for my Valplast flexible partial?

Care and Cleaning Guides are available in our Resources section. These specify how and with what to clean your denture.

How does your Orthodontic Appliance Insurance work?

Should you wish to insure an orthodontic appliance, simply indicate this on the patientís prescription form. If you would like all of your appliances insured, please advise and we will register your account for automatic billing. Each registered appliance will be returned to you with a certificate and invoiced accordingly.

Removable orthodontic appliances will be registered with our replacement/repair program (initial fee) for a period of 1 or 2 years. For loss, irreparable damage, or repairs, the appliance will be processed for a reduced fee (deductible fee). 

 

BENEFITS:

  • Improved doctor-patient relationship
  • Trouble-free office-lab workflow
  • Reduced lab-fees for replacement

 

Can I get automatic insurance on all or specific removable orthodontic appliances as I request them?

Yes. If you would like all of your removable orthodontic appliances insured, please advise and we will register your account for automatic billing.

 

Do you have any clinical instructions for the use of specific products?

Yes, we do have a limited number of technical/clinical guides for our products. Please visit our Resources section for a full listing and download.

How do I create a new patient?

On the dashboard you will see the "create new prescription" button. When the window opens to create a script, you will enter in a patient. If it is a new patient, the system will automatically by creating the rx, create that patients profile. If the patient already exists in the system, when typing a name for that new rx, a list will open under the name of all the patient matches as you type. Choose the existing patient to prevent double patient entry. You can also click on the "patient" section on the top of the screen where you will have the option to create a new patient profile.

What products do you have for sports protection?

Protec carries a line of mouthguards which come in a variety of colours and different protective options. Please visit our Product page and select "Splints and Guards" for a full listing.

What is the Rx canvas?

The Rx canvas is the designing area where all the magic happens! The Rx canvas represents the upper and lower arch and it is the area where the graphical representations of the parts are seen. To get started, simply open up the menu items to the left within the parts library.  Click and drag the text over to the desired area and the part will snap into place.  Be specific, so if you need a recurve spring on the lower left lateral, drag and drop directly in that area. 

If you need to move a part that is on the canvas, hover over the part until is turns yellow, click, and drag the blue circle to the desired area.

What kind of bruxism/nightguard appliances do you offer?

Our most popular product for bruxism is our Proflex thermo-plastic splint. We also make splints and nightguards out of the following materials: hard acrylic, hard-soft acrylic, soft vinyl, Biocryl, and Astron Clearsplint.

When are your monthly statements sent out?

Statements are sent out at the beginning of each month. The statements provide invoice number, amount, and patient names for the previous 30 days.

How do I design an appliance?

Designing an appliance is as easy and moving your mouse. The program was designed to give the clinician the utmost ease and maneuverability of every part in the system. When you find your desired part in the parts library in the left pane, you have two options: you can drag the part to the desired tooth or arch, or you can just click on a part and the part shows up in a defaulted position. From that point you have the ability to move the part anywhere on the Rx canvas. Just hover over the part until is turns yellow, click, and drag the blue circle handle to the desired position. You also have the option to simply click your predefined templates to lightning fast designing!

Do you sell Val-Clean?

Yes. Please contact our customer service to order Val-Clean.

How long do I have to pay my balance?

Our terms are net 30 days receipt of statement.

How to leave a comment

When designing a case you have the ability to write a general comment pertaining to the whole case or write a comment for a specific part with instructions. Above the Rx canvas click the comment icon and type your comment in the comment box. You can leave a specific note for a part by clicking the "parts used" link under the canvas and click "comment" on a specific part.

Comments are best used to identify specifics about the case.

Do you carry clear, invisible (tray-like) retainers/aligners?

Yes, we make Essix retainers. Please contact our Orthodontic department for more information.

Are there interest charges for late payments?

Accounts that are over 30 days past due may be charged up to 2% per month.

What is the blue dot next to the part on the canvas for?

The blue dot is your gateway to having full control over the parts on the canvas. Think of the blue dot as a virtual handle for that part. When you click and hold your mouse on the blue dot you can click and drag it anywhere on the Rx canvas to different teeth it can apply to. When the blue dot is clicked and dragged to the opposing arch the part moves to that arch. You can also delete the part by dragging the blue handle off the canvas and it deletes immediately.

What artistic design options are available for your orthodontic appliances?

Our Palate Pleazer acrylic orthodontic appliances have many artistic options such as colour, decals, designs etc. Please visit our Palate Pleazers page for examples of our options.

I'm having trouble interpreting my statement. Where can I find a description?

Please click here to see an example statement with descriptions.

What if there are multiple blue dots on an appliance or part?

If the part or appliance shows multiple dots, that gives you the ability to manipulate the size and coverage of that part. For example, when a labial bow is on the Rx canvas on the upper arch, two dots appear on each side on the labial omega loop. You can click and grab a blue handle on either side and move that part to cover any tooth desired just by moving the blue handles. This gives you the ability to make the 3-3 bow into a 4-4 bow, or a 3-4 bow. Now if you want to move that bow to the lower, just click on any blue dot on the bow and drag it over to the lower, you will then have the ability to adjust anyway you wish. This applies to every part that has a blue dot.

Do your products contain Bisphenol A (BPA)?

There are traces of Bisphenol A (BPA) in composite resin materials used in dentistry. When compared, however, with other sources of BPA (hard polycarbonate water bottles, some baby bottles, and the lining of food cans and bottle tops), these dental materials pose significantly lower exposure concerns. The ADA believes any concern about potential BPA exposure from dental sealants or composites is unwarranted at this time. To learn more about BPA and exposure risk with dental materials please click here.

I'm missing an invoice. How do I get a replacement?

To get a new invoice or statement, please sign in to myProtec Web Login, or contact Protec accounting department at 1.800.663.5488 or 604.873.8000 ext 402, or chat with us online.

What is the red dot in the middle of the blue dot for?

If you notice a red dot within one of the blue dots, you are in luck! That red dot gives more options to the part you many be looking for. To see the options, first look for a part that has the red dot in the middle of the blue circle, activate the part by clicking on it when you hover over it (hint: when the part turns yellow, you know you are hovering over that part and you can click to select) then right click on the red dot and the options box opens. This allows you to  adjust the height of a bite plate, ask to articulate for a posterior bite plate, change the wire gauge for a bow, pick a different type of RPE screw, type of spring wire, and many more options. Just look for the red dot in the middle of the blue one. 

Keep in mind that the options for parts are based solely on the discretion of the lab.  Options for one lab may be different than options for the same part from another lab.

How do I care for my orthodontic appliance?

Care and Cleaning Guides are available in our Resources section. These specify how and with what to clean your appliance.

Where can I find the Material Safety Data Sheet (MSDS) for my product?

Please contact us with the name of your product and we will supply you with the data sheet if available.

How do I prescribe an appliance for a patient that may already be in the system?

Instead of making a new patient for every Rx, each patient has a unique account where you can see all prescribed appliance. From the dashboard, click the "new prescription" button and when you are entering the patient information, if the patient exists, their name will pop up as you type for you to choose. This will prevent double patient entry. You can also search for the patients profile or click on the "patient" section on the top of the screen and search within that. Once you find the patients profile you can "view" it and create another prescription for that specific patient.

How many hours per day do I wear my orthodontic appliance?

You should wear your appliance 24 hours a day, except for cleaning and eating.

Can I create templates for designs used by the practice?

One of the most powerful and time saving features of the easyrx system is the template manager, which is located as a tab on the top of the navigation. There you can create predefined designs so that when you are on the designing page you can click the template tab below the Rx canvas, click your templates of choice, and it will appear above. For example, if you have a removable retainer for the maxillary, mandible, or both you use often, you can create and name those templates whatever you would like, and the system will detect whether its an upper, lower, or both and it will be saved as such. When you click on for example “upper and lower 6x6 soldered Hawley with Adams” (which you named) your designed templates will appear on the Rx canvas. If you need to add something or take away a part from a template, just pick it from the parts library or delete the parts you don’t need. It’s that simple!

Each template that is created is saved in the practices profile.  If a lab creates a new Rx, when they go to edit, all the doctors templates will be readily available.  It makes saving doctor preference much more convenient to access. 

How do you process rush cases, and how fast can I get it back?

Rush cases are dealt with on an individual basis. Please call the laboratory with your request, and we will specify how quickly we can accommodate your case.

How often do I turn the expansion screw on my orthodontic appliance?

If you have an appliance with an expansion screw, generally it would be turned every 4 to 7 days, but be sure to check with your doctor.

What time should I call by to receive same-day pickup?

Please visit our Smile Express page and select your area to find out when you need to call in order to receive a pickup at a certain time.

How do I care for my nightguard?

Care and Cleaning Guides are available in our Resources section. These specify how and with what to clean your splint.

What is the time required to fabricate your products?

Please see our Laboratory Production and Shipping Schedules to view the production turnaround times for our products.

What is the local delivery route schedule?

Please visit our Smile Express page to find out when a driver will be in your area.

What time will my case be delivered?

Please visit our Smile Express page to find out when a driver will be in your area.

I'm shipping from out of town. Where do I find my Purolator tracking number?

To get the Purolator tracking number for your case, please sign in to myProtec Web Login, select Cases, and view the tracking column, or contact Protec customer service at 1.800.663.5488.

Where can I get your price list?

Contact us and we will e-mail or send you our price lists. Please note that we only send our price lists to registered dentists and specialists, dental office staff and denturists. 

What type of payment methods do you accept?

We accept Visa, Mastercard, cheques or cash.

How long is the warranty period for your products?

Please visit our Product Warranty page for detailed warranty information.


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