VideoVisit developed an easy and time-saving online appointment and consultation solution for the physiotherapists of Auron. “Good, now up. Turn around, back facing the camera, and then squat. There, good, and then up again”, says Minttu Vartia, a physiotherapist, as she instructs her client Timi Maunula via the mobile device’s video connection.
Timi Maunula injured his leg at a sports practice and had to undergo a surgery. He started remote physiotherapy because he wanted to recover quickly. Maunula says that before the remote physiotherapy sessions, he tried to rehabilitate his leg independently, but it was challenging, and he lost his motivation. He needed professional help and support in rehabilitation. Hence, he booked an online physiotherapy appointment with Auron.
“At Auron, we discussed how different providers’ solutions work together. We wanted to ensure that the client’s care path is as smooth and easy as possible”, states Ilkka Pirttimaa, the Chief Digital Officer of Auron. Auron’s physiotherapy services are available in 160 locations of which 61 are already part of a centralized online booking service.
Why partnership with VideoVisit was sought
“We wanted to find a solution in which the client can book an online appointment easily. This way, the computer does all the work in finding a physiotherapist that can offer service to the client in any of our available locations at any available time”, explains Pirttimaa. The client and the therapist both receive instructions and a link via email and text message to start the online appointment.
VideoVisit® Live met Auron’s needs as integrating it with Auron’s appointment booking service and patient information system was easy. VideoVisit’s mobile applications are suited for all platforms, which, according to Ilkka Pirttimaa, is important. VideoVisit® is secure and approved by Kela. This is one of the reasons why VideoVisit stood out from other competitors as Auron’s client base includes many Kela’s rehabilitation patients.
VideoVisit’s sales manager, Miitri Sinkko, explains that collaboration negotiations with Auron began at the end of 2019. “Right from the start, a picture of Auron’s advanced way of utilizing technology was conveyed, and a clear co-operation model was quickly formed. Collaboration with Auron is a great example of how to combine service business and technology expertise together with the aim of achieving the best possible customer experience”, he continues. The well-made plans were put into effect on an accelerated schedule in March.
The benefits of remote physiotherapy
Via VideoVisit® Live service, Auron’s clients are able to do exercises and rehabilitation under the guidance of a physiotherapist at home, in their own familiar environment. Remote physiotherapy via a video connection speeds up the access to this service as available physiotherapists from various locations can serve clients. Online appointments are also cheaper, and they are possible via a mobile device or tablet.
According to physiotherapist Minttu Vartia, VideoVisit® Live service is a good option for those clients who have difficulties in coming to see the physiotherapist in person. “We have a lot of clients in risk groups. For example, people over the age of 70 with a medical background. There has to be a way to offer physiotherapy in every situation”, states Vartia.
For Timi Maunula, due to the coronavirus situation, online appointments were the only way to receive physiotherapy. It enabled treatment and guaranteed continuity. In order to ensure the proper healing process, it was important to begin the treatment right away. “Rehabilitation should take place at the same time when the tissue heals. It is very important in rehabilitation after a surgery”, emphasizes Minttu Vartia when describing the healing and rehabilitation process.
VideoVisit® Live solution enables smooth and non-location bound appointments. The physiotherapist utilizes the mobile device to show the client which equipment to use and how to do different exercises. Video connection makes it easy for the physiotherapist to show to the client how to perform these exercises in their home as the suitable places and equipment can be searched for together.
Traditional physiotherapy includes manual treatment which means treating the tissue by using hands. In remote physiotherapy, the physiotherapist can instruct the client to perform different treatments and exercises by themselves. “Initially, physiotherapists were required to change their mindset and understand that physiotherapy can be performed effectively without touching the skin”, states Minttu Vartia.
Via video connection, each physiotherapist is able to practice their own way of working. “A physiotherapist’s own personal style is reflected on the video – what they pay attention to, what kind of contact they make with the client, and how they manage the situation”, Minttu Vartia clarifies. “For example, a good and close client relationship was formed with Timi already after a couple of sessions. And we have only met via video connection”, Vartia states.
Coronavirus increased the amount of online appointments
In March of this year, the effects of the coronavirus started to be fully realized. Within a few weeks, many different service providers introduced remote services on an accelerated schedule, and daily in-person visits were turned into online appointments. “The number of professionals logging into VideoVisit service increased substantially during March and April”, states Miitri Sinkko. VideoVisit services are easy to use and reliable, which enabled quick adoption of new operating methods.
Head of Sales, Video Visit Oy
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