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DDT - CCSR
Consulting with Customer Advocacy
Is an agent who contacts the doctor to bring out different consultations of situations or
conditions that can be presented in the treatments.
Consulting with Customer Advocacy
Important considerations before consulting a treatment through CCSR:
Non treated arches or diagnostic arches will not be consulted thorough Customer Advocacy, these
arches should be details and comments will be placed accordingly.
Criteria for orthodontic elements:
Orthodontic Elements
• If the orthodontic element compromises the dental anatomy(spacers, wires in occlusal surface).
• Consult treatments that present an orthodontic element as well as another clinical situation (severe gingivitis, severe calculus, Removable Partial Denture).
• Orthodontic elements that are present on non treated arches should be blocked and a preset
comment must be added. This scenario should not be consulted.
• If is not clear the presence of distortions or orthodontic elements, consult with the Support Team.
A treatment must be consulted through CCSR , if the treated arch presents the following elements:
Orthodontic Elements
1. Lingual bar + reject
If both or one impression (s) are distorted and a Lingual Bar is present without instructions on how to proceed.
Consult both situations.
Other Situations
2. Anatomy
When it is unclear if a tooth has an unusual anatomy or distortion and no other records are available to discard
possible distortions:
1- Consult with support staff.
2- If needed consultation will be performed.
3. PVS Bite Registration
PVS Bite Registration requested by the doctor, but it has exceeded the 10 days (Juarez, MX) , 15 days (EMEA) or 20
days (APAC) timeframe, and a new one is needed.
4. After a reject, a second impression arrives distorted
Other Situations
This must be consulted with the support staff as there may be three possible options:
1. Evaluate possibility of hard detailing.
2. Reject the impressions again.
3. Consultation through Customer Advocacy, if the doctor approves to proceed with the least distorted impression.
If a doctor has already been consulted and a second situation from the same
treatment needs consultation again, first review with the Support Staff before
sending the treatment.
Example:
Exceptions
Tartar:
Reject by distortion + Tartar on the same arch.
When the treatment presents heavy calculus/tartar consider the following situations before consulting:
• Tartar is compromising the interproximal
contacts.
• The interproximal areas cannot be defined
appropriately.
• The doctor requests IPR or reduction of the
black triangles.
Tartar
If Second Scan or impression arrives with the same/more amount of tartar proceed detailing and add
appropriate comment
Gingivitis:
Reject + Swollen Gingiva.
Consultation will be needed If the swollen tissues are compromising:
• Anatomies.
• Features activation (Attachments, power ridges, buttons).
• Extension of the aligner.
Gingivitis
Procedure: Take Screenshots and send to CCSR with the corresponding comment.
If Second Scan or impression arrives with the same degree of Gingivitis proceed with the treatment and
add appropriate comment
Prosthetic Elements
Time to rest
PROCEDIMIENTO PARA ENVIAR CONSULTA POR CCSR
Paso 1:
Una vez que se completa las pestañas de Plantilla de rechazo y
Captura de pantalla, se debe dar clic en la opción “Cargar formulario y cerrar el caso”.
-Importante: en el tab de Salida, seleccionar CCSR.
Envio por CCSR
Paso 2:
Verificar que el Software carge automáticamente el archivo PDF del
formulario de rechazo en “ACS”.
Cuando los archivos esten cargados, el tratamiento se cerrara automáticamente.
Paso 3. Coloque la consulta en el comentario de MES:
3.1:PROD COMMENTS
3.2 : ADD
3.3:Comentarios de consulta
de acuerdo con la situación particular.
3.4: OK
3.5:SAVE
CONSULTANDO POR CCSR (MES)
Informar a través de un comentario MES el motivo de la consulta; estos comentarios deben ir sindo numerados y como sugerencia el comentario mas pequeño debe ir primero y luego los mas largo .
El comentario del rechazo debe ser escrito por el Cad
Subtopic 1
Paso 4. Complete el tratamiento en MES, seleccionando la opción “Complete”, luego Treat Support
Orthodontic elements that proceed without
consulting CCSR
Orthodontic elements that proceed without
consulting CCSR
criteria
Some examples
Criteria
citeria
Proceed by detailing or removing the orthodontic element as long as the anatomy is
not affected (cervical, oclusal, incisal etc).
Evaluate and use records available that may be taken as a reference to detail.
The presence of the Orthodontic element is the only reason to consult through
CCSR, should not exist other situation.
Dental bands:
Dental bands
• Maintain the dental band and alleviate the retentive areas of the band on the Bite0.
• If a tube is present in the dental band, remove it in the bite0 to define the cervical margin.
• If the dental band has a button, it must be removed during interproximal detailing.
• Request comment from the Support Team..
Carriere Distalizer:
Carriere Distalizer
• Review if it meets the detailing criteria and proceed
as follows:
• Remove the element in the Bite 0 file.
• Request a comment from the Support Team.
Expander:
Expander
Detailing
• Review if it meets the detailing criteria and proceed as
follows:
• Remove the element in the Bite 0 file.
• Block orthodontic bands.
• Request a comment from the Support Team
Herbst:
Herbst
• Review if it meets the detailing criteria and proceed as
follows :
• Remove the element in the Bite 0 file.
• Block orthodontic bands.
• Request a comment from the Support Team.
Coil Spring :
Coil Spring
Detailing:
• Review if it meets the detailing criteria and proceed as
follows:
• Remove the element in the Bite 0 file.
• Request a comment from the Support Team.
Time to rest
click here
Buttons and tubes:
buttons or tubes
Buttons or Tubes present in the treatment in the anterior or posterior segment, with
or without treatment, the following procedure should be followed.
Procedure for buttons or tubes:
• Detail the tube/hook on the Bite0.
Title
• Remove button during Interproximal
Detailing (IP Contacts).
• Place internal note to SSGING.
Space maintainer :
Space maintainer
Detailing:
Review if it meets the detailing criteria and proceed as follows:
• Remove the element in the Bite 0 file.
• Block the band placed on the molar.
• Request a comment from the Support Team.
Brackets in the whole arch.
Brackets in the whole arch.
Detailing:
Review if it meets the detailing criteria and proceed as follows.
• Remove the element in the Bite 0 file.
• Request a comment from the Support Team.
Proceed
without consulting CCSR
Orthodontic Elements that proceed
without consulting CCSR
• Detail the tube/hook on the Bite0.
• Remove button during IP Contacts.
• Place internal note.
Buttons/Tubes
• Remove the element in the Bite 0 file.
• Request a comment from the Support Team.
*Brackets in IOS with missing data: If does not compromise important anatomical surfaces :
• Detail the missing data and remove the orthodontic element in the Bite 0 file.
• Request comment from the Support Team.
Brackets
*Brackets on some teeth are removed during Interproximal Detailing
Brackets on all teeth are removed in the bite
Brackets + Gingivitis or
severe Calculus
Consult through CCSR for the orthodontic element and gingivitis or severe calculus.
Special Situation
Presence of elements and gingivitis where anatomy can not be defined
Build ups
No teeth after the element:
Trim distal to the tooth +
preset comment
Male and Female Elements
Teeth remain after the
element:
Block the element +
preset comment
Lingual bar/Retainer
Important considerations
• When the doctor selects Tooth movement restrictions or passive aligners:
* Maintain and block + treat comment.
• Posterior lingual bars should be consulted with Support Staff.
• When the wire is not visible it must be virtually created.
Orthodontic Elements + Gingivitis or
severe Calculus
Consult through CCSR for the orthodontic element and gingivitis or severe calculus where anatomy can not be defined
Exceptions
Arch with distortion + arch with orthodontic device
Must Consult through Customer:
- Request new impression of the distorted
arch (reject).
- Consult the orthodontic device.