An artificial intelligence-powered physiotherapy app trialled by the NHS has slashed waiting lists for back pain treatment by 55%, according to results from a three-month pilot in Cambridgeshire and Peterborough.
The digital programme, run by Cambridgeshire Community Services NHS Trust, uses AI to assess, triage, and treat patients with musculoskeletal (MSK) conditions, particularly lower back pain—one of the most common referrals in the system. The app has helped free up an estimated 2,500 hours of clinician time, allowing staff to focus on patients with more complex needs.
“A third of our workload is lower back pain and demand outstrips capacity,” said Jayne Davies, clinical lead for MSK services at the trust. “If rolled out thoughtfully, this could be a game-changer for patients and the NHS.”
The app, developed by Flok Health, guides patients through an assessment and offers personalised exercise programmes demonstrated by experienced physiotherapist Kirsty Henderson. Patients can self-refer or be directed to the app by a general practitioner.
Trial results showed that:
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98% of patients were fully assessed, treated, and discharged digitally, with only 2% requiring face-to-face follow-up;
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80% of users said the care was equivalent to or better than in-person sessions;
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Monthly, around 856 clinician hours were saved;
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MSK waiting times dropped from 18 weeks to under 10.
Flok’s co-founder, Finn Stevenson, said the idea was born from his own frustrations with delays in MSK treatment after retiring from professional rowing. “There just aren’t enough clinicians to meet demand in a traditional setting,” he said. “This is like having a video call with one.”
While the app’s success has drawn praise, experts and organisations have cautioned about wider adoption of AI in healthcare without robust safeguards.
“There’s a crisis in physiotherapy. The demand is high, but NHS recruitment is frozen in many areas,” said Ash James, director of practice and development at the Chartered Society of Physiotherapy. “AI can help, but it must be developed with physiotherapists, be safe, and have human oversight.”
To that end, Flok’s system flags any concerning or confusing responses during assessments to a human physiotherapist, who then contacts the patient directly. It also allows secure messaging between patients and clinicians.
Kirsty Henderson, who appears in the app’s video tutorials, added: “There will always be people who need face-to-face care. But this gives physios the time they need for complex cases. The NHS workload is enormous, and this technology can offer real support.”
As AI continues to reshape parts of the health system, privacy and data protection concerns remain a key issue. A 2024 Health Foundation survey found that one in six people in the UK believe AI will worsen healthcare, underscoring the need for greater transparency and public engagement.
Still, NHS leaders and developers are hopeful that tools like this can deliver quicker, safer, and more accessible care for many common conditions.
