AI-Powered Physio App Cuts NHS Back Pain Waitlists in Half

A physiotherapy app driven by artificial intelligence has significantly reduced treatment delays for back pain, cutting waiting lists by 55% during an NHS pilot in Cambridgeshire and Peterborough.

The trial, conducted over three months by Cambridgeshire Community Services NHS Trust, marked the first time this digital solution was implemented in England. By using AI to assess, manage, and discharge patients, the tool freed up over 2,500 hours of clinician time for more complex cases.

Jayne Davies, clinical lead for musculoskeletal (MSK) services at the trust, said, “Lower back pain makes up a third of our caseload, and we simply don’t have the workforce to meet rising demand. This technology could revolutionize care if introduced wisely.”

Skeptical at First, Patients Now Praise the Tool

One of the 2,500 participants, Annys Bossom from Brampton, Cambridgeshire, initially doubted the app’s usefulness. “I’ve lived with back pain for 25 years and expected more of the same,” she said. “But this was different — it showed me exercises I’d never done before, and having video demos was far more motivating than a leaflet.”

Another patient, teacher Sharon McMahon, had been off work due to severe back pain and had waited over four months for treatment. The app allowed her to begin therapy immediately and regain mobility within two weeks.

Developed by Flok Health in Cambridge, the app is the first AI-powered MSK solution in the UK to be officially regulated by the Care Quality Commission. It guides users through a series of tailored exercises after asking diagnostic questions, with physiotherapist Kirsty Henderson demonstrating movements on screen.

Impact by the Numbers

• 80% of users rated the app equal to or better than in-person care

• 98% of patients completed their treatment via the app, with only 2% requiring in-person follow-ups

• On average, 856 clinician hours were saved monthly

• Average MSK wait times fell from 18 weeks to under 10

• Back pain waitlists shrank by 55%

Technology Meets Human Oversight

Despite the AI’s capabilities, the app includes safeguards: physiotherapists are alerted when responses suggest serious or unclear symptoms, and users can directly message clinicians.

Ms Henderson emphasized, “There will always be a need for hands-on care. What this app does is give physios the breathing room to focus on patients who truly need that level of support.”

Origin of the App

Flok Health co-founder Finn Stevenson, a former professional rower, was inspired to create the app after struggling to access MSK care himself. “There just aren’t enough physios available through conventional models. This is like having a digital consultation that scales.”

The Chartered Society of Physiotherapy acknowledged the potential of such technology amid ongoing workforce challenges. Ash James, director of practice and development, said, “The system is under strain. For many, back pain can be self-managed with guidance — this kind of tech delivers that support faster.”

He added, “It’s vital that AI tools are developed alongside clinicians, with strong safety protocols and human involvement throughout.”

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