PhysioCare support
Got a query? Here are answers to some frequently asked questions. If you can't find what you’re looking for, email vitality@ascenti.co.uk or call 0330 124 7371 and we’ll be happy to help.
Got a query? Here are answers to some frequently asked questions. If you can't find what you’re looking for, email vitality@ascenti.co.uk or call 0330 124 7371 and we’ll be happy to help.
It’s a free app, designed by Ascenti, that lets you have video consultations with a physio, followed by a video rehabilitation programme that your physio creates for you.
To use PhysioCare, you need an access code. We’ll email you a code once you’ve booked your first appointment with us.
All you need is a computer, tablet or mobile phone with an internet connection and a web browser.
You can access the PhysioCare site by heading to: https://vitality.ascenti.co.uk
We'll email you a code once you've booked your first appointment with us.
To reset or get your access code, click "I don't have an access code".
If you haven't yet got your access code, email vitality@ascenti.co.uk or call 0330 124 7371.
If you open PhysioCare and you see that your programme hasn't updated:
If you can't log in, even if you enter a valid year of birth, it could be that the error is at our end. Email vitality@ascenti.co.uk or call 0330 124 7371 and we'll look into it for you.
To make sure that your online physio appointment goes smoothly, we advise you to check your system ahead of the video call.
You need to be logged into PhysioCare and connected to the internet in order to receive the video call from your physio. We recommend connecting via WiFi, as it tends to be more reliable.
When using PhysioCare on your computer or laptop, it's best to use Google Chrome or Firefox.
As you may be asked to perform exercises, make sure your camera can be angled to focus on the relevant part of your body during the exercise. Make sure you also have enough space.
Test this out before your call starts by opening the webcam on your computer, or the camera option on your phone or tablet. Check you have your front-facing camera switched on, so that you can look at the screen as well as show your face.
Treat the session the same way as if the physio were coming to your house. So get a quiet spot away from any distractions e.g. pets, colleagues and children.
For the best quality audio, use headphones with a microphone. If you don't have headphones, check that the microphone on your computer or tablet works.
You can't call your physio; they call you. When it's time for your appointment:
Your physio will now be able to call you.
When the call comes through, you'll see a "Join video call" button appear in the top right. To answer the call, just press the button.
You'll now be asked for your consent. Once you accept, you'll be able to connect to your physio via encrypted audio and video.
If at any point during the call you want to turn off your camera and/or sound, just press the camera and/or microphone symbols in the top left corner of your screen. You'll see a line appear through the symbols when they been turned off.
You’ll get more from your treatment if you know what you want to get out of your physio session beforehand. Here are some questions the physio is likely to ask:
You can't pause it. But you can ask us to end your programme and restart it at a later date.
Different exercises require different techniques, for example, a cardio exercise may be a matter of completing the exercise for a certain duration, at a certain intensity. Here’s what all the terms mean:
If you’re not sure what you need to do, always ask your physio to explain.
No, you can only complete an exercise on the day it's assigned.
It's how to signal pain to your physio. When you send them an alert, they can log in to see what's going on.
Pain alerts are an important part of PhysioCare, because it lets your physio adjust your programme.
Pain is subjective, so just use your best judgement when reporting any pain levels after each exercise.
We'll log this information to help your physio fine-tune your programme for the best possible outcome.
It's marked as "Completed" when you've finished all the sets, reps and other assigned parameters (e.g. weight) for the exercise.
If you're having trouble completing your exercises, ask your physio about adjusting your programme.
Just ask your physiotherapist and they'll let you know what, if any, equipment you might need.
No, you can only report you've completed an exercise on the day that it's assigned to you.
No, but if you think your programme needs to be adjusted, talk to your physio.
Yes, you can access your programme from different devices at the same time.
Yes, an ISO 27001 certified security consultancy regularly tests our systems for high-security standard.
Please check that you haven't left the sound on your computer, tablet or smartphone on mute.
All our videos have clearly spoken instructions, except our cardiovascular exercises. If you're viewing videos added by your practitioner, these may not have sound. If you're not sure, check with your physio or get in touch with us.
Your physio uses a platform called Physitrack (the practitioner version of PhysioCare) to design your home exercise programme and track your progress.
As a result, he/she will see when you've logged in, which exercises you completed, which exercises you haven't completed, and all related messages and pain levels.
All your data is treated and protected in accordance with our Privacy Policy.
Just email vitality@ascenti.co.uk or call 0330 124 7371 and we'll do all we can to help. When you get in touch, please start by telling us what the problem is e.g. "PhysioCare doesn't recognise my access code." It would be a good idea if you can:
It's also worth bearing in mind that you can resolve a lot of technical issues just by installing software upgrades on your device. To check if you have any software upgrades to install, go to the "Settings" menu on your hardware.
Yes, as long as you have access to an internet connection and a reasonably new computer, tablet or smartphone
To change the timezone on your computer, tablet or phone: