Frequently Asked Questions


How does the guarantee work?

If at anytime you are unsatisfied with the service for any reason, just let us know by emailing This e-mail address is being protected from spambots. You need JavaScript enabled to view it or calling 1-800-928-5351. We will refund the membership fee you paid for that month and cancel your membership.It's that simple

Does Live PT Online have good physical therapists?

All of our physical therapists are Doctors of Physical Therapy. They have two advanced degrees and are licensed by the State Board of Physical Therapy to practice in the state where you reside. Each one has demonstrated the ability to provide thoughtful, effective care to their patients.

Does Live PT Online keep my data secure and private?

All Live PT Online systems and processes are HIPAA compliant. This means we employ three different types of security – physical, administrative, and technical. Your electronic medical record (EMR) and payment information are maintained on secure servers. Your data is encrypted in our databases and during transmission. Backup servers protect your information in case of blackouts or other service disruptions.

I am not able to get insurance because of my pre-existing conditions. Can Live PT Online help me?

Yes, we can. Live PT Online is not insurance, but actually a healthcare service for anyone with a pre-existing back or neck condition. All our members pay the same monthly membership fee.

Does Live PT Online entirely replace my existing physical therapist?

Not necessarily. With your active participation, Live PT Online can help you progress, reduce your pain, and achieve your goals. There may be times however, where we recommend you see a physical therapist another healthcare provider for manual therapy sessions or tests we cannot provide online.

Does Live PT Online refer to specialists?

Our physical therapists will suggest you see a specialist for further diagnosis or treatment, but not will refer to any specific specialist. We take a conservative approach to healthcare to ensure your health and safety.

It is always appropriate to treat someone using telehealth services like Live PT Online?

No, it is not. There may be aspects of your history or symptoms you have that warrant you seeing a healthcare provider in person for testing, diagnosis, or treatment. If our service is not appropriate for your condition, we will tell you immediately.

Does Live PT Online deal with medical emergencies?

No, we do not. Live PT Online is a service for people with new or chronic back and neck pain. If you have an emergency and contact us, we will advise you seek care at an emergency room, urgent care center, or call 911.

What happens if Live PT Online needs more diagnostic information about me?

Sometimes we will suggest you consult with your doctor to get an x-ray or MRI so we can have more diagnostic information to provide you with a safe and effective rehabilitation plan. If your doctor believes getting an x-ray or MRI is warranted, they will have to order them directly.

Can I schedule an appointment for a future time and date?

Yes. To schedule a teleconsultation, please call 1-800-928-5351. We offer evening and weekend hours to ensure your convenience. The teleconsultation lasts for 15-30 minutes and we ask you be available 5-10 minutes before the scheduled start time.

Do I have to be a member to talk with a Live PT Online physical therapist?

Yes. When you register for membership you provide information to create your electronic medical record. This information is necessary for your physical therapist to develop the most effective rehabilitation plan for you.

How do I schedule a teleconsultation with my physical therapist?

Please call 1-800-928-5351. A representative will schedule a convenient time for you.

Before my first teleconsultation, will my physical therapist know my history?

Yes. As part of your membership, you will provide information on your medical history and back or neck condition. This information becomes part of your Live PT Online electronic medical record. On an ongoing basis, when you or your physical therapist make any changes, add notes, or message each other, your electronic record is immediately updated and available to you and your physical therapist for reference.

If my Live PT Online physical therapist suggests I see a specialist or primary care doctor, do I still have to pay the consultation fee?

Yes. When your physical therapist advises you to go to the ER or recommends another provider, you still have the benefit of a consultation.

What are the benefits of the Live PT Online electronic medical record?

Our electronic medical record allows us to track and store information about your rehabilitation history. This ensures our physical therapists have access to the most up to date information about you. As importantly, you have full access to your Live PT Online health record. It’s your information.

Can I contact Live PT Online when I’m traveling?

As a Live PT Online member, you have access your physical therapist and rehabilitation program no matter where you are.

How do I register for a Live PT Online membership?

It’s easy to create a Live PT Online membership. Just click the "Become A Member” button on any page. You will to create a member username and password, and enter your name, address, phone, email, and payment information. Once you become a member, you’ll be automatically logged into your homepage and complete your patient history and a brief functional survey so we can create your electronic medical record.

Is Live PT Online available where I live?

Live PT Online is currently available if you live in the following states: Iowa, Massachusetts, Arkansas, North Carolina, Rhode Island, West Virginia, Nebraska, Pennsylvania, Idaho, Ohio, Kentucky, Utah, Minnesota, Nevada. We're adding new states to our service territory every day. If you live in a different state, please email us at This e-mail address is being protected from spambots. You need JavaScript enabled to view it and we'll let you know as soon as the service becomes available in your state.

Who can become a member of Live PT Online?

Anyone over the age of 18 can become a member of Live PT Online.

How do I login to Live PT Online?

Go to https://app.liveptonline.com and enter your email address and password.

I can’t access the Live PT Online website

Go to https://app.liveptonline.com Your homepage can be accessed through several browsers including Internet Explorer and Mozilla Firefox on both PCs and Macintosh computers. Please check to make sure your computer is connected to the Internet. If you are still having trouble accessing the website, please contact us at 1-800-928-5351 or email This e-mail address is being protected from spambots. You need JavaScript enabled to view it .

What if I have a question about a charge or my account?

What happens when I get better or just want to cancel my membership?

I forget my username or password.

Go to https://app.liveptonline.com/and click on the "Forgot My Password" link. You will be asked for the answer to your security question.

How do I set up an appointment?

How do I cancel or reschedule an appointment?

What if I miss my appointment?

Your physical therapist will attempt to call you 2 times at the number you provide. If you are unavailable, you will have to reschedule your teleconsultation. We understand unavoidable events come up. Members can miss an appointment once every 6 months without being charged the teleconsultation fee.

Can I use my health savings account to pay for Live PT Online?

It is likely your Live PT Online membership fees and teleconsultation fees can be reimbursed using your HSA or FSA programs. Please check with your HSA or FSA administrator to provide verification as policies and regulations vary state to state.

Will my insurance pay for a Live PT Online teleconsultation?

Most insurance companies do not pay for telemedicine consultations, but this is starting to change. Legislation is being passed at the state level requiring healthcare providers to reimburse patients for telemedicine visits. Please check with you insurance providers to see if they reimburse. Live PT Online would be considered an out-of-network provider.

Will I be working with the same physical therapist while I am a member?

Yes. We believe it’s important for you to have the same physical therapist on an ongoing basis. The same physical therapist will guide you through your treatment plan, answer your questions, develop and modify your home exercise program, and attend your teleconsultations.

How do I know if telehealth is right for my condition?

Before your 1st teleconsultation with your physical therapist, your history and symptoms are reviewed. During your teleconsultation you and your physical therapist will have additional discussion about your condition. With this information, your physical therapist will be able to determine with the Live PT Online telehealth service is appropriate for you.

I forgot what my Live PT Online physical therapist said to me?

There are many ways to review what you were told. You can log into your homepage to review the notes your PT took, reminders they set for you, or advice they provided. As part of your monthly membership, you can also ask your physical therapist a question using our secure messaging. Also, you can also always set a teleconsultation with your PT.

Can I send print out my Live PT Online health record?

Yes. You can always print out your treatment plan, notes taken by your PT, or questions/answers. In the near future you will be able to download your healthcare record that follows the CCR (Continuity of Care Record) standard specification. You can then provide the file to your primary care physician who can import it into their electronic medical record system.

How do I enter my medical history?

When you first log into Live PT Online, you are presented with a patient history questionnaire and a back or neck functional survey. The information you provide during this step creates your health record.

How do I review my medical record, consultation notes, or exercise plan?

Log into your Live PT Online homepage to review all information associated with your treatment plan. You can access you health record 24/7.

How do I pay Live PT Online for membership and teleconsultation fees?

At this time, Live PT Online accepts credit cards. We do this to keep billing and payment processes simple and ensure we provide our members with the most cost-effective physical therapy services.

How do I change my credit card information?

Please call 1-800-928-5351 and a representative will help you change your payment information.
 
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