Optimising musculoskeletal patient flow through digital triage and supported self-management within a Primary Care Network
- 1MusculoSkeletal Outpatients, Sandwell and West Birmingham Hospitals NHS Trust, West Bromwich, UK
- 2Your Health Partnership Primary Care Network, Sandwell and West Birmingham Hospitals NHS Trust, Birmingham, UK
- 3Keele University, Newcastle-under-Lyme, UK
Abstract
Musculoskeletal (MSK) conditions are a leading cause of disability and work absence in the UK. Access to National Health Service (NHS) primary care remains a persistent challenge, driven by increasing patient demand, workforce constraints and inefficiencies embedded within traditional service pathways. In response, the growing need for timely and effective MSK management has accelerated the adoption of innovative digital solutions designed to transform service delivery, reduce waiting times and improve patient outcomes.
The overall project aim was to enhance patient safety in a large Primary Care Network (PCN) by providing 24/7 access to digital triage alongside expanding patient choice by offering digital self-management at the point of access.
During the 12-month evaluation, 822 patients completed digital triage, of whom 282 were offered, accepted and accessed digitally supported self-management using the app. Uptake was broadly representative of the wider PCN population and patient satisfaction was rated as good or very good using the Friends and Family Test. No safety concerns were identified in the available audit data.
These findings suggest that digital triage and supported self-management were feasible and acceptable within a diverse and deprived primary care population, providing an additional option for accessing MSK care. Further research is required to establish the clinical and economic impact of these digital approaches.
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BibTeX
@article{tucker2026optimising,
title = {{Optimising musculoskeletal patient flow through digital triage and supported self-management within a Primary Care Network}},
author = {Kevin Tucker and Kimberley Wheatley and Roanna Burgess},
journal = {BMJ Open Quality},
year = {2026},
month = nov,
doi = {10.1136/bmjoq-2026-004371},
url = {https://doi.org/10.1136/bmjoq-2026-004371},
note = {CC BY-NC 4.0},
}
RIS
TY - JOUR
TI - Optimising musculoskeletal patient flow through digital triage and supported self-management within a Primary Care Network
AU - Kevin Tucker
AU - Kimberley Wheatley
AU - Roanna Burgess
PY - 2026
DA - 2026/11/02
JO - BMJ Open Quality
DO - 10.1136/bmjoq-2026-004371
UR - https://doi.org/10.1136/bmjoq-2026-004371
AB - Musculoskeletal (MSK) conditions are a leading cause of disability and work absence in the UK. Access to National Health Service (NHS) primary care remains a persistent challenge, driven by increasing patient demand, workforce constraints and inefficiencies embedded within traditional service pathways. In response, the growing need for timely and effective MSK management has accelerated the adoption of innovative digital solutions designed to transform service delivery, reduce waiting times and improve patient outcomes. The overall project aim was to enhance patient safety in a large Primary Care Network (PCN) by providing 24/7 access to digital triage alongside expanding patient choice by offering digital self-management at the point of access. During the 12-month evaluation, 822 patients completed digital triage, of whom 282 were offered, accepted and accessed digitally supported self-management using the app. Uptake was broadly representative of the wider PCN population and patient satisfaction was rated as good or very good using the Friends and Family Test. No safety concerns were identified in the available audit data. These findings suggest that digital triage and supported self-management were feasible and acceptable within a diverse and deprived primary care population, providing an additional option for accessing MSK care. Further research is required to establish the clinical and economic impact of these digital approaches.
SN - 2399-6641
ER -