The Internet Improves Laboratory-Dentist Communication in a Custom Dental Lab

Jonathan Brooks, BS, MDT, Smile-Vision, Laboratory Director


Smile-Vision is a custom dental laboratory making every effort to keep its products at a consistently high level of quality with predictable turnaround times.
In the past we found those large cases, arriving unexpectedly, requesting fast turnaround made it difficult for us to meet these goals. Because we could not anticipate the incoming case load, our clients did not know how long it would take us to complete their cases, thus making it difficult for them to plan their work efficiently. It also adversely affected our earnings and quality. Administrative time and expense were being squandered by rescheduling cases. Occasionally technicians would get overloaded with work or we would be rushing to meet a deadline – both of which negatively affected our quality.
We had experienced similar challenges and then resolved them with our digital cosmetic simulation service available at: www.smilevision.net. Beginning in 1986 (when we first offered the service) and continuing until 2000 (when we first offered that service on-line), we struggled to keep our production on track. In 2000 we developed and installed proprietary web-based software and could suddenly handle a much larger volume of images with far less administrative staff. Images began flowing back and forth with barely a glitch. We were able to cut our fees substantially, offer better service and maintain our profit margin.
We wanted to put our lab business on-line at that time also, but could not bear the expense of development. The introduction of Labnet’s on-line lab/dentist communication program: www.labnet.net, has finally allowed us to put our lab in our clients’ offices, and we are beginning to reap benefits similar to those we experienced from updating our simulation program.
Lab clients who have a high-speed Internet connection can now order their lab cases in advance using Labnet’s secure online connection to our lab server. The advanced order reserves time in our production schedule according to predetermined criteria we have setup, allowing the case to move through the production process far more quickly than if it had arrived unannounced. Our clients receive return dates at the time of ordering, making it easier for them to plan their treatment. Both the lab and the dentist save administrative time and expense by utilizing this process, just as we did with the update in our cosmetic imaging process.
The Labnet program provides dentists with the date our lab can return a case to their office. If the date provided on-line does not meet appointment requirements, clients are instructed to phone the lab and make special arrangements.
Some clients still prefer to order their cases in advance by phone instead of on-line. In these instances, we simply go to the on-line site we have created for the client and place the on-line order for him/her. Cases not ordered in advance get scheduled at the time of arrival in the lab and thus have to wait longer to be completed.
Dental team members love the system! On-line advanced ordering is done by an office team member when booking a patient’s appointment. It takes less than a minute per case. Prescriptions are printed out, filed and sent to the lab with impressions. Dentists often make last minute handwritten notes on the prescription prior to shipping the case. Smile-Vision enters them into the computer when the case arrives at the lab.
Additionally, the Labnet program allows dental offices to view case progress on-line, drastically reducing time-wasting phone calls to the lab. All financial information is on the same password protected site, eliminating the need for the lab to send out statements – a major saving in time and expense. The Labnet program creates even more efficiency by allowing clients or our lab to attach digital images and other digital documents to the lab prescription for easy access to all.
The Internet provides the opportunity for labs to communicate with their dentist clients as never before, offering unprecedented benefits to both. We suggest that labs not using the web, to communicate with their clients to get stared ASAP! Most up-to-date lab computer programs provide this option.
Jonathan Brooks received his M.D.T. Degree in Dental Technology in September 2007.

Smile Vision is located at 143 California Street, Newton, MA 02458. Phone: (800) 634-3480