Kelly AlhooiePelviBiz, Pelvibiz · Healthcare Business Strategy Assistant

Cash Based Practices | What to Say When a Patient Doubts Telehealth Physical Therapy

25 Aug 2026 · 3 min

Watch on YouTube

2:33

In this instructional video, Kelly Alhooie guides clinic staff on how to handle a common patient objection when transitioning an in‑person appointment to a telehealth (video) physical therapy session. She explains why she prefers the term “video physical therapy” to make the concept more relatable. Kelly outlines a standard protocol of scheduling at least two telehealth visits within the plan of care to tailor treatment to the patient’s home environment, teach self‑management tools, save travel time, and involve family members in the care process. She then provides a concise script to reassure patients about what can be done in a video visit, emphasizes the benefits, and directs staff on the practical steps to convert the appointment, send the sign‑in link, and confirm the new schedule. The video serves as a practical playbook for cash‑based practice providers and front‑desk staff to confidently address doubts and maintain treatment momentum.

Chapters

Okay, so this is another objection of what happens when someone calls and we are trying to move them to a video physical therapy appointment or a televisit appointment. A lot of times I say video physical therapy because people understand what a video physical therapy appointment is. They know what video is. They don't necessarily know what a televisit is. They're like, what the heck is that? It's still new to people, so that's why I try to make it a little bit more relatable and say video Physical therapy appointment. So here's the objection that you're typically going to get. What can I really do in a telehealth visit? That's what they're going to ask us. Okay. And then this is what we're gonna say. Actually, we always schedule at least 2 telehealth visits in the plan of care so that we can tailor your plan to your home environment and make sure that you feel comfortable Working on yourself. Because with a video physical therapy visit, we will actually give you tools that you can use at your home, and we can also show you actually how to work on yourself so that if a pain comes up or if a situation comes up, you know how to solve that problem right away. Also, it will actually save you time because you don't have to drive into the office and drive back from the office. So, you know, that's okay if your kids are there, that's okay if your husband We highly actually recommend these people be there because they can really help with the plan of care and progress you in your treatment if that's something you're comfortable with. So just so you know, we at least recommend 2 televisits in your whole plan of care because we know that no matter what environment you're going to be in, that, that way you can continue to progress. Um, we love to keep momentum going and keep the progress to getting you to progress towards your goal. So let's go ahead and keep this appointment. We will just change it over to video physical therapy and can't wait to see you on Thursday at 6 o'clock. How does that sound? And then that's what you do. So, and then you would just change it, and Jane, you just change it to a telehealth visit and it sends them a link and Voilà, you just sign in on the link, they sign in on the link, and it's all done.