News

Cambridgeshire Community Services NHS Trust launches first AI-run physio clinic

Date published: 31/07/25

CCS NHS Trust has partnered with health-tech provider Flok Health to half patient waiting lists with new AI-powered physiotherapy clinic, which provides same-day appointments for back pain via a smartphone app.

Patients living in Cambridgeshire and Peterborough were able to access the app over a 12-week pilot period between the beginning of February and the end of May 2025.

When the AI clinic first went live in Cambridgeshire, waiting times for elective community musculoskeletal (MSK) services in the region stood at 18 weeks. Use of the app in combination with MSK super clinics and community assessment days reduced waiting times for all MSK conditions by 44%, dropping waits to less than 10 weeks.

The AI clinic alone reduced waiting lists for back pain by 55% and saved 856 hours of clinician time per month within the Trust. Patients who accessed the digital service were able to do so immediately, experiencing waits of 0 days.

Of the 2,500 patients treated via the AI pathway, less than 2% requested or required referral to a traditional face-to-face service. That means more than 98% were triaged, treated and discharged via the digital service, relieving pressure on existing pathways and enabling clinicians to see patients who wanted or needed face-to-face appointments faster and for longer.

Mike Passfield, Deputy Director from Cambridgeshire Community Services NHS Trust, said: “We’re proud to have been the first NHS organisation in England to deploy Flok Health’s AI powered physiotherapy clinic at scale. The impact has been extraordinary delivering same-day access to care for thousands of patients, reducing back pain waiting lists by over 50%, and freeing up clinicians to focus on other patients with complex MSK conditions. What matters most to us is making sure patients get the right care, quickly and safely and this pilot has shown that innovation like Flok can truly transform how we deliver services.

This pilot has demonstrated how innovation, when safely and thoughtfully integrated into NHS pathways, can dramatically improve access, outcomes and patient experience. We look forward to working with Flok to explore how this service can be scaled across our region to benefit even more people.”

Finn Stevenson, co-founder and CEO of Flok Health, added: “Seeing the impact our service has had in Cambridgeshire and Peterborough - which is also where our team lives and works - has been incredibly meaningful. Our AI clinic enables patients to access world-class MSK care immediately, whilst freeing up traditional clinical capacity for patients who want or need to see a clinician in person.

“We look forward to continuing to work closely with our innovative NHS partners to deliver gold-standard, scalable MSK care to patients in Cambridgeshire and across the UK.”

Sharon McMahon, a primary school teacher from Hardwick, comments: “My back pain became unbearable after a long drive home from a holiday during February half-term. The pain was so severe that I couldn’t move the next day, and it left me unable to work for a fortnight.

“An NHS physio suggested I try Flok. I was initially disappointed not to be receiving face-to-face care. I’m not disappointed now. The AI clinic has delivered exactly the same results as I’d expect from a traditional physio - and much more quickly.

“I started my treatment the same day, and was able to get appointments and complete exercises whenever I liked. My back was back to normal after a couple of weeks, but I’m still using the app twice a week to manage pain when I get flare ups or spasms.

“If it wasn’t for Flok, I might still be waiting for an in-person appointment, or be paying to see someone privately. I’d recommend the app to anyone. My husband has been overhearing my sessions and wants to try it out for himself!”

Anna-Marie Cooper, a keen runner from Cambridgeshire, also reflected positively on her experience: “I’ve struggled with intermittent bouts of back pain for years, but my most recent flare up came in October last year, while I was training to beat my 10K running PB.

“When I found out I’d been referred to the AI physio I was a bit sceptical, but from the very beginning I was surprised by just how smooth and easy to use the app was. Flok’s service was so intuitive, and having the flexibility to schedule and rearrange appointments whenever I wanted really suited me. I’m an early riser, so decided to use the app at 6 o’clock every morning, to start my day. Even when I went away on holiday, I was able to continue my treatment as normal - something which obviously wouldn’t have been possible with an in-person service.

“I have used private physiotherapy services in the past, but I found my experience with the AI physio as good as, if not better than any care I’ve received before. If it wasn’t for Flok, I might’ve been forced to pay for treatment again.”

Previous news

MSK team hosts its first Community Appointment Day

Date published: 21/08/25

On 24 March 2025, Dynamic Health hosted its first Community Appointment Day (CAD) at the Kings Gate Conference Centre in Peterborough, offering a new, person-centred approach to delivering MSK care.

This pilot event aimed to challenge traditional healthcare delivery by providing support in a welcoming, non-clinical environment. Working in collaboration with local partners including Vivacity, Age UK, Papworth Trust, Talking Therapies, Healthwatch and Social Prescribers, the event brought together a broad range of services under one roof, from assessment and rehabilitation to wellbeing advice and signposting to community support.

The goal was to test a more flexible and holistic approach, providing personalised support centred on what matters most to each individual.

A total of 400 individuals were invited to attend the event, of whom 186 patients participated. They were supported by a multidisciplinary team made up of 19 clinical staff, 4 administrative personnel, and 3 support staff. Each patient began with a personalised conversation exploring how their condition affects their daily life and was then directed to the services most relevant to their needs. The venue was organised into clearly defined zones based on areas of care, ensuring straightforward navigation and a smooth, welcoming experience throughout.

Following the event, 162 patients were revalidated and discharged, including those who chose not to attend and were subsequently removed from the waiting list, 18 who cancelled in advance, and 30 who could not be seen due to unfilled appointment slots. An additional 24 patients did not attend on the day.

A key part of the event was the introduction of a personalised Community Appointment Day Passport booklet, co-produced during the appointment by both service users and professionals. This captured key information, support provided, and any next steps. Each booklet was then scanned at the end of the visit to ensure updates were reflected in the service user’s healthcare record, supporting continuity of care beyond the day itself.

Feedback was overwhelmingly positive. 98% of patients rated the day as good or very good, with 68% saying ‘very good’, 30% ‘good’, and only 2% saying it was ‘neither good nor poor’.

Many attendees highlighted the value of the relaxed atmosphere and the opportunity to access a range of services in one place:

“Everyone amazingly helpful and lovely, quick service and very helpful information.”

“Very smooth, slick service - I thought it was great to access everything in one place.”

“I liked the simplicity of the day. Very welcoming and easy to understand. I felt like things were being dealt with in real time.”

Rosily and Jacob, who attended together, shared: “We were referred by our GP and so glad we came. We gained so much knowledge on how to improve our health and strengthen our muscles, after all, we’re all responsible for our own bodies. The staff were so kind and helpful, especially the rehab team. They explained everything clearly and offered more help than we expected. If anyone gets the chance to attend a future event like this, we’d highly recommend it!”

Giovanni, from Peterborough, added: “I discovered new exercises and ways to improve my day-to-day routine. I’m really glad I came, it was very informative, and the staff were excellent.”

Natalia Maria Bernardis also reflected positively on her experience: “I learnt how to manage my condition with exercise and reduce my reliance on painkillers. It felt much more human than a phone consultation, and everyone was kind and professional from start to finish.”

Reflections from staff and partners

Feedback from staff involved in the day was equally encouraging:

“Overall, I thought it was a successful day, particularly given it was the first time we had tried anything like this.”

“Considering it was our first one, we had really good feedback, it was a great experience.”

Claire D’Agostino, Assistant Director of Allied Health Professionals for Cambridgeshire Community Services NHS Trust shared: “From my perspective, seeing people enter then talking to them as they left, the feedback was incredibly positive. People were receptive to a different approach.

“One person said that they thought coming had saved them about 6 months of time as they had seen someone and had been referred onto the podiatrist, probably jumping through unnecessary processes. Another person said they now felt confident to get on with some exercises, they had been reluctant in case they were going to do more damage. People generally said it was good to feel heard.”

Kate Howard, Chief Nurse and Director of Infection, Prevention and Control for Cambridgeshire Community Services NHS Trust said: “This sounds amazing, congratulations to all involved, and what amazing feedback!”

Vanessa Godden from Talking Therapies added: “I thought it was a fantastic day and very innovative.”

What’s Next?

The Community Appointment Day has proven to be a valuable opportunity to test and learn from a new, integrated way of working. It showcased the potential of community-based care to improve access, empower patients, and create a more joined-up healthcare experience.

Next steps will include tracking:

return visit rates at six months (Sept 2025)
re-referral rates beyond the initial follow-up period
staff and patient suggestions to inform potential future events

Using a “You Said, We Did” approach, driven by feedback from staff and patients, the Dynamic Health team will keep improving the model and explore the potential to extend it to other locations across the region.