Transforming MSK Care at Sandwell and West Birmingham NHS Trust with Phio

Overstretched MSK Services in the NHS

From January 2022, we have been working with the NHS Sandwell team on implementing Phio as a digital MSK solution for their patients.

Musculoskeletal (MSK) services across the NHS have long struggled with overwhelming patient demand, which was only exacerbated by the COVID-19 pandemic. Long waiting times, limited clinical capacity, and rising patient numbers have become a constant challenge for healthcare providers, leaving many patients without the timely treatment they desperately need.

According to the NHS Confederation, backlogs and delays in accessing MSK care have reached alarming levels, with many patients experiencing long wait times for physiotherapy appointments. This is a serious issue because longer waiting times lead to extended periods of pain for patients, which in turn results in a longer recovery journey.

The surge in MSK demand triggered by the pandemic, has only worsened the situation. COVID-19 not only delayed treatments for existing conditions but also increased the number of MSK-related issues, as many people neglected their physical health during lockdowns. This resulted in further delays and heightened clinical risks due to insufficient pre-treatment screenings.

Overwhelmed Services and Delayed Care in Sandwell and West Birmingham

Sandwell and West Birmingham NHS Trust were significantly affected by the strain on MSK services during Covid.The Trust serves a patient population of 340,000, and like many others, faced significant challenges in managing the increasing demand for MSK care.

Some of their key issues included:

• Long wait times: Patients were waiting weeks or months for face-to-face assessments and treatments.
• Limited clinical capacity: Physiotherapists and MSK specialists were stretched thin, leading to delays in patient care and longer recovery times.
• Backlog of referrals: With only a limited number of clinical staff, many patients were stuck in lengthy referral cycles.

These challenges placed significant pressure on clinical teams, who were already stretched thin. With limited staff and an overwhelming volume of patients, clinicians faced immense strain in delivering timely care. The increased demand led to longer working hours, burnout, and a heightened risk of errors, making it clear that a new approach was necessary to ensure sustainable and effective MSK care.

Dr. Roanna Burgess, Consultant Physiotherapist and Musculoskeletal (MSK) Service Lead said:

"The pandemic put enormous pressure on our services, and we quickly realised that traditional methods weren't going to cut it anymore. We needed a solution that could help us manage the growing demand while improving patient care."

Recognising the urgent need for a solution, the Trust partnered with EQL to implement Phio, our  digital system designed to optimise the MSK pathway, improve access to care, and streamline patient flow

Phio’s Digital Transformation of MSK Services

Phio played a key role in transforming MSK services at Sandwell and West Birmingham NHS Trust by addressing long wait times, clinician overload, and patient frustration.

In January 2022, we implemented Phio Access, our digital triage tool that allowed patients to self-refer and access care quickly without needing a GP referral. This streamlined process reduced bottlenecks, ensuring patients received the right care faster, and helped clinical teams focus on urgent cases.

By March 2022, Phio Engage was introduced, our clinically supported self-management tool offering personalised rehabilitation programmes. This empowered patients to manage their MSK conditions at home, improving recovery times and reducing the need for face-to-face visits unless necessary. The full rollout across MSK services optimised patient care and increased clinical capacity.

Our partnership with Sandwell aimed to optimise their MSK pathway by:

1. Implementing a digital triage process to provide 24/7 access to rapid MSK care.
2. Providing clinically supported self-management options for patients to manage their conditions independently.
3. Increasing clinical capacity by reducing the time spent on routine triage and enabling clinicians to focus on urgent cases.

‍

Impact on Patient Care, Efficiency, and Satisfaction

The implementation of Phio has delivered impressive results for both patients and clinicians, improving engagement, satisfaction, and operational efficiency. Here’s an overview of the key outcomes:

• Patient Engagement: Over 6,186 patients initiated triage, with 4,862 completing the process. The self-referral system empowered patients to take control of their health, reducing dependence on GP referrals and significantly shortening waiting times.
• Patient Satisfaction: 80% of patients rated the service as good or very good, reflecting the system’s ease of use and the rapid access to care it provided.
• Operational Improvements: Phio saved 1,240 clinical hours, which were redirected to face-to-face appointments for more urgent cases. This contributed to an 8-week reduction in waiting times, allowing the Trust to meet NHS England’s target timelines for elective care.
• Cost and Environmental Impact: By eliminating the need for patient travel, Phio helped reduce travel costs and CO2 emissions, supporting the NHS’s sustainability goals.

Carolyn Casey, Consultant Physiotherapist said:

"The integration of Phio has been a game-changer for our team. It’s allowed us to focus on more complex cases and improve our overall efficiency. The reduction in waiting times has made a huge difference for our patients."

‍

Recognition: Industry Validation and Awards

The success of Phio’s implementation at Sandwell and West Birmingham NHS Trust was quickly recognised across the healthcare industry.

In March 2024, the service was shortlisted for two HSJ Digital Awards in the categories of Optimising Clinical Pathways through Digital and Supporting Elective Recovery through Digital.

The awards are a testament to the positive impact Phio has had on both patient care and elective recovery, reducing wait times and helping clinicians manage demand effectively. The Trust was also commended for its innovative approach to MSK care and its ability to adapt and respond to the challenges posed by the pandemic.

Dr. Roanna Burgess, Consultant Physiotherapist/Musculoskeletal Lead at Sandwell and West Birmingham NHS Trust said:

"Being shortlisted for these prestigious awards is a recognition of the hard work our team has put into transforming MSK care. We are excited to see the benefits that Phio is bringing to our patients and look forward to expanding its use."

The Future of MSK Care at Sandwell and West Birmingham NHS Trust

Phio has significantly improved the delivery of MSK care at Sandwell and West Birmingham NHS Trust, driving better patient outcomes, increasing operational efficiency, and reducing waiting times. The digital solution has proven to be a valuable tool in the NHS’s recovery from the backlog caused by COVID-19. Looking ahead, the Trust is excited about the continued potential of Phio to further enhance MSK care.

Due to the success of its implementation, Phio is set to be renewed for Walsall Healthcare NHS Trust for another year Additionally, there is growing interest in expanding Phio’s reach across the Integrated Care Board (ICB), with plans to implement the system in primary care settings. This expansion would further support the NHS in managing increasing demand for MSK services and continue to improve access, efficiency, and patient care across the region.

As the pressure on MSK services continues to rise across the NHS, innovative solutions like Phio are proving invaluable in improving patient care and operational efficiency. By empowering patients to self-manage their conditions and streamlining clinical processes, Phio has already made a significant impact at Sandwell and West Birmingham NHS Trust. The success of this digital solution highlights its potential for wider application across the NHS, offering a model for other trusts to follow.

If your NHS Trust is facing similar challenges, get in touch to explore how Phio can enhance patient care, reduce wait times, and improve clinician capacity. Contact us here.

‍