FAQ'S
We understand that ordering bespoke 3D printed orthotics should be straightforward and reliable. This FAQ section covers the most common questions we receive from clinics and healthcare professionals, including scan and impression submissions, prescription requirements, turnaround times, materials, and delivery. If you can’t find what you’re looking for, our team is always happy to help.
CLINICAL SUPPORT AND DECISON MAKING
How do you help with tricky or complex cases?
Will you tell me what to prescribe, or just make whatever I request?
How much information do you need from my assessment?
Do you offer CPD or teaching on orthotic prescription and review?
CAPTURE METHODS AND WORKFLOW
Do I have to use 3D scanning, or can I send foam impressions?
What scanning or casting techniques do you recommend?
Can you work with scans from different scanner brands or apps?
How do I send scans, images and prescription details securely?
What happens if my scan or cast isn’t ideal?
PRESCRIPTIONS, ADJUSTMENTS AND REMAKES
What support do you offer on shell type, posting and additions for specific pathologies?
What can I realistically adjust chairside, and what should come back to the lab?
How does your review and adjustment pathway work in the first 6–8 weeks?
When is a full reprint indicated with 3Dprinted devices?
Who pays for a remake if the device needs redesigning?
PATIENTS AND OUTCOMES
How should I explain bespoke orthoses to patients?
Do you provide patient facing leaflets and wear and care instructions?
What timelines should I quote for symptom improvement?
How do I handle patients with previous bad experiences of orthoses?
PRACTICALITIES AND ONBOARDING
What is your typical turnaround time?
How do I get started if I’ve never used your lab before?
Can I trial a small number of prescriptions before committing?
Do you help with pricing and integrating orthoses into my service?
Who do I contact if I need quick advice on a live patient in clinic?
COMMON OBJECTIONS - QUICK ANSWERS
“I’ve used my current lab for years – why change?”
“Will switching mean lots of extra admin?”
“What if my first few devices aren’t quite right?”
REHABHUB 3D - FAQS FOR HESITANT/SWITCHING CLINICIANS
“What if I already use another rehab app?”
“How long does setup actually take?”
“Will I lose access to my existing patient plans if I switch?”
“I’m not very techsavvy. Is this going to be a headache?”
“What about complex cases? I’m worried I’ll ‘get it wrong’.”
“How does this work with my orthotic prescriptions?”
“What happens after the 30day free trial?”
You can send brief details of complex or “stuck” cases – diagnosis, key findings, footwear constraints, casts/scans – and we’ll suggest an orthotic approach (shell style, posting, additions) with the reasoning behind it, so you’re not making decisions in isolation. Can I run a case past you before I decide whether to prescribe orthoses? Yes. If you’re unsure whether bespoke orthoses are indicated, you can share a short summary and we’ll give an honest view on whether a device is likely to add value or whether other approaches should take priority. You keep clinical responsibility; we help you weigh the options.
You can simply specify what you want, but many clinicians prefer a collaborative approach. If you wish, we review your findings and either validate your plan or suggest adjustments (stiffness, posting magnitude, additions) with a brief explanation. You always retain final control; we act as a design and load management partner.
A short, focused summary is ideal: diagnosis, main pain area(s), key structural and functional findings, footwear, and primary goals (e.g. pain reduction with X, return to Y). That’s usually enough for specific, practical design input.
We don’t currently run a formal CPD programme, but we do provide 1:1 support around your first few cases and selected complex patients. Case based discussions and design explanations often function as “live CPD” in practice, and we may develop more formal options as demand grows.
You can use either. We currently favour high quality foam impressions taken to our casting guide, as they’re accessible and offer good control of foot position, but we can also integrate suitable 3D scan data into our digital workflow.
For foam boxes, we recommend non or lightly weightbearing impressions in a consistent, neutral inspired position with clear labelling. For scanning, we suggest semi or non-weight bearing following a simple checklist for posture, alignment and full surface capture. One page guides are available as part of onboarding.
In most cases, yes. We can accept common open file formats such as STL/OBJ. Let us know what you use and we’ll confirm compatibility and recommended export settings before you start.
Digital files are uploaded via a secure route alongside a structured prescription form. Foam impressions are sent by post or courier, with clinical information submitted electronically. We recommend using clinic reference codes rather than patient identifiers in file names, in line with your data policies.
If data quality isn’t good enough for a reliable device, we’ll contact you quickly. Where possible we’ll advise how to salvage the data; if not, we’ll explain what needs repeating and why, so you can adjust technique and avoid similar issues.
We provide pathology oriented guidance and are happy to suggest shell style, stiffness, posting and additions for conditions such as plantar heel pain, tibialis posterior tendinopathy, MTSS, peroneal issues and forefoot overload. You can use this as a starting point and refine as your confidence grows.
Chairside you can usually adjust topcovers, add/remove pads, use wedges or shims under the device and trim for shoe fit. When shell profile, stiffness or posting look fundamentally wrong – or you’re unsure – we recommend discussing it with us and, where needed, sending the device back for lab modifications or redesign.
We recommend an early review at 2–4 weeks (comfort, wear time, footwear) and a second at 6–8 weeks (pain, function). Early tweaks tend to focus on covers, pads, wedges and footwear. If, after reasonable adjustments, goals still aren’t met, we look at design changes and a potential reprint.
A reprint is usually indicated when the shell itself is clearly unsuitable (too aggressive/mild support, inappropriate profile or posting strategy) and can’t be fixed around the device. In those cases we update the digital design and print a new pair, often without needing new casts/scans if the foot hasn’t changed significantly.
Manufacturing or material defects are remade at our cost. Within an agreed “clinical fit” window, if the design is not appropriate for the agreed goal despite reasonable adjustments, we’ll generally offer one revised design and reprint at no extra device cost. Preference driven changes or new demands are usually charged at a reduced remake/refurbishment rate.
We suggest describing them as custom medical devices that change how forces pass through the foot and leg to protect irritated tissues and support your wider treatment plan. They’re not a standalone cure or “just an insole”, but part of managing load alongside exercise, footwear and other interventions.
Yes. We supply patient information covering why orthoses were prescribed, how to break them in and how to care for them. These can be printed or shared digitally and are designed to fit alongside your verbal explanations.
While it varies, many patients notice early comfort changes within a few weeks once wear time and footwear are optimised. More substantial changes in pain and function typically occur over 6–12 weeks as tissues adapt and rehab progresses. We encourage framing this as gradual improvement, not instant resolution.
Acknowledge their experience and explain how your approach differs: more detailed assessment, truly bespoke devices, planned reviews and a clear adjustment pathway. Using our patient materials and sharing the design rationale can help rebuild trust and position orthoses as one part of a structured plan.
We’ll agree a standard target with you (for example around 10 working days from complete order to dispatch) and keep you informed if anything changes, so you can book fitting appointments with confidence.
We usually begin with a short onboarding call to understand your workflow and priorities, then work through a small number of collaborative cases. You’ll receive casting/scanning guides, prescription templates, review prompts and easy access to support.
Yes. Many clinics start with 3–5 collaborative cases to experience the process and outcomes before scaling up.
We can discuss typical pricing models and review bundles so fees reflect both the device and your clinical time. Final pricing stays with you, but we’re happy to share what works in other services.
You’ll have a dedicated clinical support route (email and, where appropriate, phone/messaging). For in clinic queries you can send a brief summary and images/scan details and we’ll respond as promptly as possible within working hours.
Because technology and support have moved on. 3D printing improves consistency and turnaround, and a clinician led lab gives you more help with prescription decisions and complex cases.
No. We embed our prescription process into your PMS where possible, use quick select templates that match your usual devices, and keep forms tightly focused so it often feels faster than your current setup.
On early cases we expect to refine things together. We’ll adjust and, where needed, remake devices, then use those learnings to build personalised templates that make future prescriptions smoother and more predictable.
That’s completely fine – many RehabHub 3D users come from other platforms. We help you rebuild your key protocols and education pieces, find equivalent or better 3D exercises, and streamline your workflow so sending a plan takes minutes, not extra admin. You don’t have to abandon what works; you move it into a tool that supports you better.
Most clinicians are set up and sending plans within about 30 minutes. During your 30day free trial you can book a short onboarding call where we create your account, add your team, build your top 3–5 protocols as templates and show you how to send your first 3D plan before the call ends. If you prefer, you can explore on your own and book a call later.
You keep whatever access your current provider offers. We help you rebuild your commonly used plans as RehabHub 3D templates and set simple naming conventions so you can find and reuse them quickly. Many clinics run RehabHub 3D alongside their old app for a short overlap, then move new patients across gradually.
RehabHub 3D is designed for non-techie clinicians: a clean interface, short video walkthroughs and optional 1:1 onboarding where someone clicks through everything with you. If you can send an email, you can send a RehabHub 3D plan.
You don’t have to figure out the hard ones alone. For more complex presentations you can request help with structuring a plan from a brief case outline, learn from suggested combinations of 3D exercises, patient videos and education, and save any successful plan as a template for next time. The goal is to support your reasoning, not replace it.
If you prescribe custom foot orthoses (including MM Podiatry & Orthotics), we help you link your most common prescriptions to specific RehabHub 3D pathways (e.g. plantar fascia, Achilles, forefoot pain). You can build named protocols like “Plantar Fascia – Orthoses + Rehab” and connect them to your own “return to…” guides so patients see one joinedup recovery journey.
By the end of your trial you’ll have used RehabHub 3D with real patients, tested your own protocols and seen how your team responds. If it fits, you choose the plan that matches your team size and keep going. If not, you can walk away – no long contracts and no hard sell.