Question:

What do you usually do when you receive the email notifying you of a certain patient's treatment expiring in 30 days? Do you offer them to come in and get assessed or do you advise that it's their last chance to get additionals, and if they decide to go with additional, how much do you charge them?

Answer:

When a patient’s orthodontic treatment plan nears its expiration, it's important to evaluate the type of plan in place to determine the next steps. Treatment plans can vary, with some offering five-year comprehensive coverage and others structured as a three-year plan with an additional three-year extension option.

Evaluating Treatment Status

For the majority of cases—approximately 95% of patients—treatment is already completed within the timeframe, so no action is required. However, there are occasional cases where patients exceed the plan’s timeframe, often due to factors such as non-compliance or interruptions, such as moving away, before returning to resume treatment. While this is rare with five-year plans, it can occur and may require additional steps if the patient is nearing the end of the designated period but still in treatment.

Extending Treatment for Additional Aligners

If additional aligners are necessary beyond the plan’s expiration, clinicians can easily request these through the chat function on Invisalign.com. This feature allows cases to be reopened without the need to contact a representative for assistance. For cases requiring multiple reopenings, a representative might need to authorize the request; however, issues with these approvals are uncommon.

Limited Treatment Plans and Expiration Concerns

When dealing with more limited treatment plans, clinicians must determine if treatment is truly complete or if additional aligners are required. If treatment is finished, there’s typically no need to inform the patient about the case closure. In fact, clinics generally avoid discussing details like the availability of unlimited trays for five years or a specific number of tray batches. Instead, patients are simply informed that the goal is to complete treatment from start to finish.

This approach helps avoid creating any perception that patients can afford to be less compliant or overlook their responsibilities, as they might assume that additional trays will always be available. Consequently, there is no need to alter the treatment protocol or communication approach. The clinic can continue treatment as usual without drawing attention to plan expiration details, ensuring that patients remain focused on their commitment to the treatment process.