THE LATEST
Structure sent an email to current customers regarding an issue with USB-C iPads running iOS 17.x. To avoid any issues with scanning, Structure recommends all users with a USB-C iPad take the following actions:
- Do not update your iPad to the new iOS 17.x release which will be available tomorrow, September 12, 2023.
- Turn off automatic updates until they have resolved the update. To turn off automatic updates, go to Settings > General > Software Update > Automatic Updates.
We expect Structure and Apple to resolve this issue promptly. The Arize support team is always here to assist you with any issues you may have.
Now Available in the Arize App
We are thrilled to introduce two additions to our range of orthotics that align with your mission to deliver superior care.
The non-correcting accommodative style is designed to offer cushioning and support, enhancing patient comfort and alleviating discomfort.
The A5514 approved custom diabetic style offers the high-quality support your patients need, delivered quickly and predictably.
You can start placing orders for these new orthotic styles in our clinical app today. For the currently available top cover and modification options, please contact your account manager.
Update to Return Process
We have initiated immediate changes to improve the return process. We expect these changes to improve communications with our customers and increase the turn around time of return orders.
Starting immediately, all returns will come back to our San Diego site where our product specialist will quickly review and implement returns. Any returns currently en route to the original address will be forwarded on to the San Diego site.
In addition to the change of address we have made several changes to the form to simplify and clarify the instructions. Please begin using the new Arize Return Form to reduce any processing delays.
Arize Scanning App Update
Please update your Arize scanning app, available on the app store.
To improve the scanning process in the presence of an error, we have improved the Arize Smart Detect technology to quickly determine if the scan is missing critical data. If this scan is unusable an error message will appear, asking you to rescan. Please update your app to take advantage of this improved feature.
Spanish Break-In Instructions Now Available
Spanish break-in instructions are now available! Please download from our forms section for your Spanish speaking patients. All orders will continue to be shipped with English break-in instructions. Please reach out to your account manager if you have any questions.
Scanning Help
All scans must have the following landmarks detected to be submitted: 1st and 5th MPJ, Apex of the arch, Back of Heel, Medial Heel at the Widest Point and Lateral Heel at the widest point. A poor scan or foot deformities can cause the software to not properly detect these landmarks. We've added a Smart Detect feature to provide you an alert if the scan seems inaccurate, is missing necessary data, or needs to be reviewed and/or rescanned.
- “We are not able to accurately detect the following anatomical markers”
- This message will appear when the software can identify the markers but they do not appear to be in the correct location. We recommend reviewing the scan to decide whether you should rescan or submit as is.
- “We are not able to detect the following anatomical markers”
- This message will appear when the software cannot detect one or more anatomical markers on the foot scan. This can be caused by not accurately capturing all necessary foot contour. You will be required to rescan this foot.
Upload Retries
WiFi speeds can be unreliable at times which can cause delays in transferring order data from your scanning device to the Arize cloud. We have updated our app to try multiple times to upload the data before showing an error message. If after those attempts the software is still unable to upload the order data then you will receive the following error message:
- Could not upload scan
- Sorry, something went wrong while uploading the scan. Please try again later.
When you see this error message, then we recommend you do the following:
- Please do not close the app or logout. The scan data will be lost and you will have to scan your patient again
- Take the iPad into a room with good WiFi signal.
- Touch the Next button and the app will try uploading the order data again
Improved Scan Contrast
Based on user feedback we have improved the contrast of the scan image in the review screen.
We recently updated the Patient entry page, changing the First Name and Last Name fields to Line 1 and Line 2. This change allows you to enter your preferred patient identification information.
With our latest release these two fields will now print on separate lines of the orthotics. You have 25 characters per line.
Here are examples of how you can use these new options depending on your preference.
- For those of you who still input first name and last name in Lines 1 and Lines 2, respectively, then the name will be printed as follows:
- John
- Smith
- Order # - L/R
-
For those of you who want to enter patient name on Line 1 and clinic name on Line 2, it will be printed on the orthotic like this:
- John Smith
- ABC Podiatry
- Order# - L/R
See how these changes will appear on the clinical app and orthotics here.
End-Year Orders
Please submit all year-end orders that must be delivered before December 31st by December 15th
- Delivery is not guaranteed by December 31st for orders placed after December 15th
- Orders submitted before December 15th that require follow up by Arize Support could also be at risk
- We will not accept expedited orders after December 15th - This will be lifted after January 2nd
- FedEx does not guarantee delivery dates between Black Friday and Christmas Eve
Upcoming Arize Support Team Holiday Schedule
Closed:
- November 24th, 2022
- November 25th, 2022
- December 26th, 2022
- January 2nd, 2023
Modified Hours (Open from 8:00 a.m. to 12:00 p.m. CST):
- December 23rd, 2022
- December 30th , 2022
New Features and Updates
- Patient Identification change
- “First Name” and “Last Name” fields have been changed to say, “Line 1” and “Line 2”
- New Heel cut out option
- New shell modifications, accommodations, and covering options available
Get the full list of new prescription options and learn more about these updates here.
We have just released an update to our Structure app. With this release comes an important fix that will reduce many of the crashes issues you are experiencing. This should improve your overall experience with the app and reduce interruptions in your patient flow.
New Scanning App Name
For those of you with automatic updates you may already have noticed that the name of the app was changed to “Mobile Orthoses Lab”. Those of you who manually update your software will see this change once you’ve completed the update.
Troubleshooting for Portrait mode
We have identified two minor issues that you should be aware of when using the app in portrait mode on an iPad.
- Entering a patient's weight
- Entering two different shoe sizes
If you experience any issues with inputting the above information, turn your iPad in landscape mode to use the fields.
These issues are infrequent and will not affect your ability to submit an order. We expect to have these fixed in our next release coming in early November.
Orthotic Styles Page Refresh
The Orthotic Style Page now includes your personalized prescription preferences. Quickly view settings for each style and easily select your preferences immediately after scanning.
Learn about the feature by downloading our guide here.
Foam Box Issues
Foam box crash issues have been fixed. If you are using foam boxes, we recommend Surefit pink foam. However, the solution is compatible with blue and green foams as well.
If using a 3D Laser Scanner, the foot imprint must be perfectly centered in the foam box for the scanner to generate an accurate capture.
Occipital App
When scanning your patient's foot, please make sure to not move the iPad if you see the message 'Please hold still so we can capture a keyframe.' Moving the scanner while this message appears will cause the application to crash.
Order Tracking
You can only view the order status on the Order tab page. Go the Patient page, click on the Order tab and look for one of the following status updates:
- Processing – The order has been submitted and is being reviewed by an Arize Technician for order completeness.
- Fabricating – The order is now in fabrication, which includes being 3D printed and having top cover and accommodations applied.
- Shipped – The order is on its way back to you
- Canceled – The order has been cancelled
- Complete – The order has delivered.
View the tracking information by opening a "Shipped" order. Click on the tracking number found in the upper left corner of the screen to be routed to the FedEx website for more details.
We've implemented new functionalities in the Clinical App. This includes:
- Ability to filter patients by clinician
- Delete non submitted orders on the patient page
- Edit your patient's information at any stage of prescription
- Save notes to your Prescription Preferences
Learn how to use these new features here.
Rx Expansion
Enjoy an expanded set of prescriptions in the Clinical App. This includes expanded flange options, posting, coverings and more! Log in to the clinical app to discover these new options. When combined with the Prescription Preference feature, Arize has delivered you a highly personalized experience where you have full control of your orthotic design.
Prescription preferences
You want your orthotic made in a specific way and you want an easy way to order that unique design. We have developed a way to save your preference quickly and easily. Using the Prescription Preference feature, accessible through the Home screen, create your own styles that you can save and apply to your patient prescriptions at any time.
Learn how to use this new feature with our step-by-step guide
Refurbishment Switch Program
For your patients in need of an orthotic refurbishment from another lab, we will make them a new Arize orthotic for $65. There is no need to send the other labs orthotic back to us. For more details, or to take advantage of this program, contact your Arize account manager or call our Customer Service department. Some limitations apply.
Foam Box Scanning
With the Arize 3D Laser Foot Scanner you can now scan foam boxes. Access the instructions here.
Occipital integration with clinical app
No more switching to multiple apps to scan a patient’s foot or foam box. Using the Arize scan app you can transition quickly from the scanning app directly to the clinical app. From the scanning app you transition to the clinical app and continue with the same patient for a more continuous experience.
Learn about the latest design improvements, new Clinical App features, and the ability to scan your foam boxes.
Orthotic Design Improvements
- Distal Edge Tapering: The distal edge will now taper to 1.5mm across all devices, and the center of the heel seat will also be 1.5mm to reduce device thickness. This change will not impact the rigidity you select.
- Flexible Reverse Morton’s: The Flexible Reverse Morton’s Extension design has been updated to improve both durability and flexibility.
Order Status
You can now track the status of your order through every step of the process. To see the order status, go the Patient page, click on the Order tab and look for one of the following status updates in each order. You can only view the order status on the Order tab page.
- Processing – The order has been submitted and is being reviewed by an Arize Technician for order completeness.
- Fabricating – The order is now in fabrication, which includes being 3D printed and having top cover and accommodations applied.
- Shipped – The order is on it’s way back to you
- Canceled – The order has been cancelled
- Complete – The order has delivered
Tracking information
Once an order is shipped, you can track the shipment. Open any order that is labelled as “Shipped.” You will see the tracking number in the upper left corner of the screen above Order Submitted. Click on the tracking number to get up-to-date information on the package.
Search by patient name, patient ID or order number
You can now find a patient or an order by using the search icon located on your patient list. Enter your search term and select to search by patient name, patient ID or order number. Search will be restricted to the location you are signed into (if you have multiple locations).
Arize works great on your tablet!
Make sure your tablet meets the following specs: ...
- Computer: MacOS 10.14: Mojave- 2018 or newer
- Tablet: iPadOs 10.2 (2019, 7th generation) or newer
- Browser: Safari
- Internet access (Wi-Fi)
- Most screen sizes, 1024x768 recommended
- Tablet: Android 9 or newer (2018)
- Chromebook: Chrome OS, 2018 or newer model year
- Browser: Chrome
- Internet access (Wi-Fi)
- Most screen sizes, 1280x800 recommended
Read more
Top covers available!
New: Plastazote 1/8”
Discontinued: BambooLon
Renamed: Neolon (formerly Spenco), Poly U with Vinyl Cover ...
Plastazote 1/8”
This is the standard medium-density Plastazote, with 15 Shore A Durometer that is commonly used for DME products.
Available as Plastazote Black 1/8”
BambooLon
The BambooLon has been discontinued due to poor performance and feedback. However, we will maintain a small inventory of BambooLon in order to fulfill remakes and reorders. If you have a patient that would like a reorder with the same top cover, make a request in the Notes section to “Use Bamboolon top cover”. We will not fulfill new patient orders with the BambooLon material, only remakes and reorders.
Neolon (formerly Spenco)
Updated to reflect the correct brand name of the neolon foam used, but is the same Spenco-like top cover we have been using. Due to the soft nature of Neolon foam all orthotics made with this material come with black microsuede bottom cover. If you do not want the bottom cover then use the Notes feature in the Arize app and request “No bottom cover”.
Available as:
- Neolon Black 1/16” with bottom cover
- Neolon 1/8” Black with bottom cover
Poly U with Vinyl cover
Updated to reflect the correct brand name of the polyurethane foam. If you want a more rigid top cover then you can request to add scrim, a thin netting that doesn’t add bulk but adds stiffness. To make that request, use the notes features and request “Add scrim”. Morton’s Extension and Reverse should not use scrim because of glue/cosmetic reason.
Available as:
- Poly-U w/Black vinyl cover 1/16”
- Poly-U w/Black vinyl cover 1/8”
Read more
New printed Morton’s Extension and Reverse Morton Extension
We can now print Morton’s Extension and Reverse Morton’s Extension into the shell. ...
Morton’s Extension Options:
There are two options for the Morton’s Extension: Flexible and Semi-Rigid. The Flexible Morton’s Extension allows for free range of motion. The Semi-Rigid Morton’s has a hinge that stops motion at 45 degrees.
-
The default values for the Morton’s Extensions are, listed below; however all of these options can be modified to your specific prescription needs. The default values are:
- Length: to the sulcus
- Width: From the medial edge of the 1st to the 1st interspace
- Thickness: 2.5 mm
If you want to change any of the values of the Morton’s Extension then please make a request using Notes. If you want to speak with someone to customize the modification then please request a Clinical Consultation in the app.
Reverse Morton’s Extension:
The Reverse Morton’s Extension is flexible to allow for full range of motion.
-
The default values for the Reverse Morton’s Extensions are, listed below; however all of these options can be modified to your specific prescription needs. The default values are:
- Length: to the sulcus
- Width: From the 1st interspace to the lateral edge of the 5th
- Thickness: 2.5 mm
If you want to change any of the values of the Reverse Morton’s Extension then please make a request using Notes. If you want to speak with someone to customize the modification then please request a Clinical Consultation in the app.
Read more
Frequently Asked Questions
Customers can cancel orders by contacting the support team while the order is in "Pending" status (this is roughly a 24-hour period after submitting the order).
Orthotics are shipped to the clinic from which they were ordered. Please contact the support team for assistance with special shipping instructions.
If you need to send an orthotic(s) in for repairs/adjustments, please complete the Arize Return Form which you can access here
Send the completed Arize Return Form along with the orthotic(s) to the below address (also stated on the form)
Attn: Arize Orthotics Production Lab - 61BL
HP Inc.
16399 W. Bernardo Dr
San Diego, CA 92127”
| Breakage | Replacement/repair (At HP discretion) |
| Shell | 3 years |
| Material (top cover, padding) | 6 months |
| Manufacturing / gluing | 6 months |
*Warranty Exclusions. Not covered: Intentional damage, unintended use (usage that does not conform with use prescribed by Customer), alteration by patient, or change to prescription.
Our 3D printed orthotics break-in just like traditionally made orthotics. The following are standard break-in instructions that are included with the finished orthoses when they are shipped to you for dispensing. We recommend patients ask their provider if they have any questions or concerns about their new custom orthoses. You can download a PDF of our Break In Instructions guide here
- On the first day, wear your orthoses for approximately one hour.
- On the next day, wear the orthoses for approximately 2 hours, if comfortable.
- Gradually increase the daily wear time one hour every day until you can wear them all day without issue.
- If at any time you feel discomfort then discontinue wearing the orthoses for the remainder of the day. Continue breaking in the next day.
- If you experience increased or prolonged pain then call your orthotic provider.
- If the orthoses do not fit your shoe correctly then please contact your provider
Arize Orthotics can be heat modified for small local adjustments. In order to heat modify them, use a heat gun (on high setting if available) and heat the targeted area as well as around it for approximately 90 seconds while remaining 2 inches away from the plastic. At that stage apply necessary force to reshape the orthotic and hold it in position until the plastic cools off to touch.
Note: Not holding the part in position and allowing it to cool to touch could lead to the orthotic losing its new desired shape once worn.
Arize Orthotics can be cleaned using mild soap and a damp cloth. Do not submerge in water.
Minimal instructions:
If patient is weighted (standing)—Center the foot on the scanner, foot and ankle at 90 degrees
If patient is semi-weighted (seated)—Center the foot on the scanner, knee and leg at 90 degrees
Optimal instructions for semi-weighted (seated):
- Sit and put one foot on the 3D Laser Foot Scanner with the ankle joint at 90 degrees and the hip and knee at 90 degrees as well.
- Center the knee between the 2nd and 3rd metatarsophalangeal joint(MPJ) on the foot.
- To increase arch capture, you can scan while extending the first phalange (dorsi-flexed).
- Then scan the other foot using the same process as above.
A bare foot ensures a precise scan following all the contours of your patient's foot. While we could capture the foot scan with a sock, the scan precision may not be as accurate.
There is no weight limit if the patient is being scanned while seated (semi weight-bearing). The weight limit is 440 lb (200 kg) if the patient is scanned standing (full weight- bearing). If the patient's weight exceeds 250 lb (113 kg), add the patient's actual weight in the notes section.
No, we cannot accommodate 3D file uploads from a different scanner at this time.
Arize prescriptions can be printed to a PDF and uploaded to most EHR/EMR platforms. Our solution cannot be integrated with EMR platforms at this time.
Due to security, privacy, and liability concerns HP is not offering computers with our solution. However, we can assist customers in finding an HP computer that meets all of our PC requirements.
Yes, the quick select options can be overwritten by adding a note to your order. Example: Heel seat ¾ inches or First ray cut out at 65 degrees, etc.
Unfortunately, not at this time.
Yes! Using our Prescription Preferences feature you can “program” your orthotic design preferences. Once saved, you can choose one of your designs from a drop-down menu on the prescription page and the orthotic order will automatically generate. You have the option to either make additional changes based on the individual patient’s needs, or you can simply hit submit for a quick ordering experience.
Currently we do not refurbish other labs orthoses. Instead, we are offering an ability for you to convert your patient to an Arize custom orthoses for $65. You are limited to one “refurbishment” a month. To take advantage of this offer, please contact your account manager or call customer support. You do not need to send the other lab’s orthoses to us.
Yes! You can scan your foam boxes using our 3D Laser Foot Scanner or Occipital Scanner
How to
On the scanning page click the checkbox "Only one foot needed". After scanning the foot you wish to scan the next button will become active. If you scan first you can still click the checkbox "Only one foot needed" which will enable you to move to the next screen with only one foot scanned.
While on the order form click the edit icon next to "Fitting". An overlay will appear giving you an option to choose to order a pair of orthotics, right foot only or left foot only. On the review screen you can confirm if you are ordering a pair of orthotics or only one orthotic for only one foot.
While our order form has many popular industry standard modifications it doesn't cover everything we can do for you. While on the Rx form (or any screen with the notes icon) click on the notes icon and specify your request. If you want a modification we have on the order form done in a specific way, select the modification on the order form and add a note to describe how you want to customize that modification. As an example, you may select 1st Ray Cut Out and add a note "make the 1st Ray Cut Out a 65 degree cut with rounded corners.
The Arize solution is designed to save as you go. If your done and don't want to go to the next screen click "x" in the upper right corner. An overlay will confirm your informaiton is saved and you may close the patient record without the risk of losing the work you've done. We recommend you click Next on the Rx form and review your Rx then click the "x" to save your Rx without submitting it as an order.
assigned to?
After an order is submitted please contact customers serivice to change which doctor the patient order should be assigned to. If you have not submitted your order you may change which doctor the patient is assigned to by clicking the Back button to navigate back to the Get Started screen. You may then select a different doctor. You may click the "x" to save your change and close the patient record. If you pick the patient back up you can return to the last step completed with our patient now assigned to the new doctor.
If we ask you to upgrade the sofware on your scan station PC you'l be able to download an installer from our support web page here: support.ArizeClinical.com On the support page for "Setup" you'll also find our Setup Guide for step-by-step instructions for upgrading your scan station with our new software.
Ready to download your scanner software? View Setup
my clinic?
Your support team is here to help you add and remove members of your clinic that can access the Arize solution. Contact support by phone (833-416-0417) or send us an email specifying which members you'd like us to remove or the name and email address of a member you would like to add. If you are removing a doctor from your clinic, please specify who we should assign as the new doctor to ensure your patient records remain accessible. If you are adding a new doctor please let us know the new member is a doctor and which office location they will need to access.
Download and print the Return Form available on the Forms tab above. Fill out the form completely, and then ship the form along with the orthoses back to us. The return address is on the form.
If your not happy with an orthotic we want to know. Please contact customer service. We will remove the orthotic from your monthly invoice.
After creating your Rx you may generate a PDF of your order by clicking the print icon on the right side of the screen. We recommend you print your order on the success screen to ensure you are saving your order with the same details submitted to us for manufacturing. This PDF will contain information about your patient and you, the prescribing doctor and office as well as the exact orthotic specifications selected.
- The glass plate and other surfaces can be cleaned and disinfected with a suitable disinfectant or a mild detergent (such as Windex Multi-Surface Cleaner and Disinfectant). Do not use solvent-based, flammable, aggressive, or abrasive cleaning or disinfectant products (such as alcohol, acetone, or ammoniac). Consult the labeling of the products before use.
- Do not pour or spray the cleaning or disinfectant product directly on the 3D Foot Scanner or glass plate. Use a damp cloth to clean and remove contamination.
- Make sure the glass plate is completely dry before use.
Select your Scanner
