Experiences of video-based and in-person initial consultations in individuals presenting with knee-related symptoms: A qualitative comparison

In both in-person and digital settings, it is essential that physiotherapy is delivered in a way that fosters trust. Limited nonverbal communication in video-based consultations may hinder the development of trust and therapeutic alliance, shifting its foundation from interpersonal connection to perceived professional competence. Both consultation formats revealed a shared desire for more thorough examination, despite existing evidence supporting the adequacy of physiotherapy assessments. These findings suggest that video-based consultations are still perceived as a novel and evolving format, requiring time, experience, and clear communication to achieve broader acceptance.