Your patients' DM app includes features that measure scan compliance and allow your patients reach your practice. This article explains what patients see, so your team can answer their questions with confidence.
1. On-time scans (48-hour rule)
A scan counts as on time if it is fully uploaded within 48 hours of its due date. A scan that is started but not uploaded within that window does not count as on time.
The due date depends on the scan frequency you set for each patient. To change it:
Open the patient card.
Under Frequency in the left panel, click Change.
Select the new scan frequency.
Click Apply.
This change applies to the selected patient only.
2. Badges
Patients unlock badges based on the number of scans they take on time during their monitoring. Badges are designed to keep patients motivated and scanning consistently.
Patients can manage how badge celebrations are displayed from the Profile page in the app.
3. LED Adapter
Some phone models need an LED Adapter to scan with the ScanBox Pro. On these phones, the camera and flash are too far apart, which leaves the inside of the mouth poorly lit. The adapter adds built-in LED lighting so scans stay consistent on any phone.
How the app tells patients they need one
When a patient activates the DM app, it checks their phone model and tells them whether they need an adapter. Monitoring does not need to have started for this check to work.
Patients only see the adapter messages if both of these are true:
LED Experience is turned on.
ScanBox Pro is selected in their scan settings.
If either setting is wrong, the adapter prompts will not appear. Please walk patients through these settings when you hand over their ScanBox Pro.
How patients get an adapter
New patients receive their adapter at the practice with their ScanBox Pro, as long as you have adapters in stock.
Existing patients with a phone that needs an adapter see an in-app message with a button to request one free of charge. The order goes through the patient shop, and shipping takes 7–10 business days. Your practice does not receive a notification when a patient orders.
Your practice receives free LED Adapters with ScanBox Pro packages (packs of 48 and larger). You can order more from the shop.
To see whether a patient has an adapter, check the Info tab on their patient card.
For the full list of phone models that need an adapter, see the LED Adapter FAQ.
4. Messages tab
Patients can contact your practice from the Messages tab in the app. They can send text and attachments. Messages arrive in your Notification Center.
Messaging is always available to patients and cannot be turned off.