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Providing flexible care has taken on new meaning for both our clients and staff during the pandemic. When one of the physiotherapists on our team, *Maya, ran into a problem that disrupted her ability to see clients in-person, she took the initiative in finding an alternative solution to provide continuity of care for her clients.

Maya was working as a physiotherapist at one of our clinic locations when her children became sick, leaving her with no choice but to stay at home for two days to care for them. With restrictions set in place limiting two physiotherapists that could work in-clinic, Maya would typically reach out to the second physiotherapist to cover her appointments. However, the other in-clinic physiotherapist was supporting other clients and wasn’t available to provide care to Maya’s clients.

Maya didn’t want to cancel two days’ worth of sessions and further delay important assessments for her clients. While waiting for clearance to begin providing in-person services again, she decided to connect with her clinic manager and took it upon herself to see if virtual care was a possibility.

By coordinating with the office assistant and kinesiologist in clinic, a room was set up for clients to have virtual sessions with Maya. As clients were already coming into the clinic for appointments with the kinesiologist, it was a convenient and seamless process for them to check in, conduct any screening that needed to be done, and then participate in the virtual portion of their session with Maya.

Being able to provide physiotherapy virtually was a collaborative team effort on all sides. With Maya having to stay at home without her client charts and electronic scanning not being available, the office assistant helped scan each of her client’s chart notes and emailed them over to her. Maya would then be able to conduct assessments for each of her clients and provide key instructions for exercises and stretches they should complete. Afterwards, she would inform the in-clinic kinesiologist with her notes on the exercises her clients should be guided through after their assessment.

Not only was the in-clinic team able to adapt, but Maya’s clients were open and flexible to trying out virtual care for their assessments. With issues ranging from chronic pain to women’s health and pelvic issues, her clients were surprised in finding virtual care to be a straightforward and enjoyable experience.

Through active coordination with the rest of her in-clinic team, Maya’s clients were able to receive immediate care for their needs and experienced significant relief through key exercises and stretches learned. Maya is continuing to work with her clients and is happy that virtual care was able to make a difference in speeding up their intake for important assessments.

*Clinician’s name has been changed