Trigo Phio

    What is Trigo and how does it work? 

1. Trigo is a platform that delivers ‘supported self-care’ health and wellness services to end users, connecting users with health and wellness providers and delivered to your browser via a convenient web application. For British Seniors Trigo delivers a digital physiotherapy service. 

1. How do I access Trigo? 

1. Trigo is available for British Seniors users by clicking on the link provided in your British Seniors portal. You do not need to create separate account, just remember to always use the link from your British Seniors portal and you will be able to enjoy the Trigo content. 

1. How do I create an account and log in? 

1. You do not need to create separate account, just remember to always use the link from your British Seniors portal and you will be able to enjoy the Trigo content. 

1. Do I need an access code, and where do I get one? 

1. As a British Seniors member you do not need an access code, just remember to always use the link from your British Seniors portal and you will be able to enjoy the Trigo content. Trigo does not store your passwords so you cannot access Trigo directly, you must always start from your British Seniors portal. 

1. Is Trigo free to use? 

1. Access to Trigo is provided as part of your benefits, so there are no additional costs up to your maximum benefit limit. If you are undertaking physiotherapy sessions and you wish to continue beyond your maximum benefit limit, Trigo will offer you the option to pay for any additional treatments, but this is entirely optional. 

1. Which devices and operating systems does Trigo support? 

1. Trigo for British Seniors is available as a web-application, so you can access via any web browser such as laptop, tablet or even mobile phone. 

1. What content, routines and features are included? 

1. The available content varies by British Seniors but you can use any of the content or tools that are displayed on the Trigo platform when you follow the access link. 

1. What is “supported selfcare”? 

1. Supported self-care is what Trigo is all about. The platform provides self-help information and resources alongside the availability of health and wellness professionals, in this case physiotherapists. Subject to suitability assessment, your physiotherapist may set you a routine to follow to help you to achieve your objectives. 

1. How do I schedule a video consultation with a physiotherapist? 

1. Follow the links from your British Seniors portal and Trigo will open in your browser. Once you have completed some basic account set-up steps, you will see links to “appointment” or “book and appointment”. Simply click or tap on any of these options and you will be able to follow the steps to request an appointment. Once you have made the request, one of the Trigo partner physiotherapists will be assigned and will schedule your appointment. 

1. What if I need to reschedule my appointment? 

1. You may reschedule your appointment up to 24 hours prior to the appointment time via your Trigo app, simply tap on appointments and then follow the steps to request a new appointment. Your assigned physiotherapist will then confirm the request or offer you an alternative. 

1. Can I cancel my appointment 

1. Of course, we understand that things come up and so you can cancel your appointment up to 24 hours prior to the scheduled time without any obligation. If you are within 24 hours then we do reserve the right to charge for the lost time or use up one of your allowed appointments, but please contact us via the chat function in your Trigo app or via support@trigo.no. 

1. Who is my physiotherapist? 

1. You will be allocated a physiotherapist who is part of the Trigo network. They will always be a qualified and registered UK-based physiotherapist. 

1. Will I always have the same physiotherapist? 

1. Generally, yes. Once you have been assigned a physiotherapist we try to offer continuity of care. There may be times when your assigned physiotherapist is unavailable or even if they leave the network, but if that happens, we will assign a new physiotherapist and they will have acess to your treatment history, so we wil be able to offer continuity. 

1. What if I miss my appointment? 

1. Physiotherapists are busy people and need to get paid, so if you miss your appointment, we reserve the right to charge for the lost time or use up one of your allowed appointments, if you have eligibility remaining. 

1. How do I start a personalised routine? 

1. Once you have been assigned a routine, it will be displayed clearly on the Trigo home screen in the top left hand side box. You can click/tap that to open up the activities and then select each one to see the demonstration video and help you on your way. Once you have completed an activity, simply fill in your progress when prompted and your physiotherapist will be monitoring your progress and be on-hand to manage your case and help you achieve your objectives. 

1. How do I track my progress and set goals? 

1. These features are entirely optional, but you may find it helpful to track important health-related lifestyle factors such as sleep, hydration and physical activity. You physio may ask you to track pain too, which they will be able to see in their professional portal, as they monitor your case and help you achieve your objectives. 

1. Can I use Trigo offline? 

1. No, Trigo requires an internet connection. 

1. How is my personal data stored and protected? 

1. Because of the personal data processed, Trigo has incorporated an appropriate level of security. To protect the confidentiality and integrity of your personal data, we have internal policies that keep your data private and confidential; encrypt all communications between Trigo and our users (HTTP via SSL, email via TLS); encrypt all patient health information in our database “at rest”; Trigo uses an electronically and physically secured data centre; employs a firewall that blocks attackers and unauthorised users; uses a world‑class content distribution network to filter out potential threats. When you first access Trigo, you will be asked to review and accept the Trigo privacy policy. 

1. Can I share my progress or reports with my clinician? 

1. Absolutely, yes. This is one of the features of supported self-care: when you enter your progress into the Trigo website, your assigned healthcare professional will have access to your progress and can monitor and suggest adaptations if they are appropriate. Additionally, you may choose to message your assigned professional via the chat function in your Trigo app. They may not be able to reply immediately but they will be alerted and respond when they have time. 

1. What happens after my telehealth appointment? 

1. That depends upon the outcome from the dialogue with your assigned physiotherapist. You may be assigned a digital routine to acess via your Trigo app, which will assist you to achieve your objectives. It may be that your physiotherapist will advise you to seek an in-person appointment or even see your GP. Your assigned physiotherapist is best placed to advise, and you can ask any questions of them at the time of your appointment. 

1. Can I use Trigo even if I have had all my appointments for the year? 

1. Absolutely you can. And in fact, we hope you do, because that is what we set out to achieve with ‘supported self-care’. We hope that you find Trigo helpful at any stage of your journey. 

1. Can I use Trigo even if I do not want a physiotherapy appointment? 

1. Certainly, you can access and use the Trigo resources. In fact at Trigo we encourage everyone to take control of their own health and wellness, so please feel free to browse and use the resources in your Trigo app. 

1. How do I reset my password or recover my account? 

1. You access Trigo via your British Seniors portal. Your account management functions are also managed via your British Seniors portal. Trigo does not manage your password or access credentials. 

1. How do I cancel or delete my Trigo account? 

1. You can delete your Trigo account from within your Trigo application. Simply tap on the round icon with your initials in the top right of your screen and select “Profile”. At the bottom of the profile screen, you will see “delete account”. Please note that if you choose to delete your account this is permanent and Trigo cannot recover your data to a new account. You may create a new account, but all the previous data will be lost. Also, please refer to the Trigo privacy policy data retention clauses, because if you have undertaken a professional consultation, we are obliged to keep your record for 7-years. Note also that if you do not access your Trigo account for 5-years then your account and personally identifiable data will be removed. 

1. Who do I contact for technical or clinical support? 

1. You can access Trigo help and support by clicking/tapping on the round icon with your initials that you will find in the top right corner of your Trigo app. If you need to speak with Trigo customer support, you can use the chat icon on your Trigo screen or email to support@trigo.no 

1. What should I do if I have an urgent health concern? 

1. Trigo is not an emergency service, if you have an urgent health concern you should contact your GP, NHS service or indeed emergency services. 

1. Are other languages available in the Trigo app? 

1. Trigo is available in English and Norwegian, you can switch languages in your profile, via the round icon with your initials in the top right corner of your Trigo screen.