NHS Lothian in Scotland has become the first NHS organisation in the UK to introduce a groundbreaking AI clinic to patients across various community healthcare settings.
This large-scale pilot follows a series of successful early trials conducted last year. Developed by a team of physiotherapy and AI experts in Cambridge, Flok Health is the first digital musculoskeletal (MSK) clinic approved by the Care Quality Commission (CQC). The new service is a collaborative effort between NHS Lothian, Flok Health, and the Health Innovation South East Scotland (HISES) Hub.
Flok Health’s digital clinic uses video footage of human physiotherapists to offer patients personalised treatment at scale. The service mimics a structured, responsive video call with a physiotherapist, providing a unique and effective patient experience. During recent NHS trials, 100% of patients reported that their experience with the AI physiotherapist was "better" or "the same as" what they would expect from a human physiotherapist. Additionally, 86% of patients noted an improvement in their symptoms during treatment with Flok.
The NHS Lothian pilot allows anyone registered with one of the 126 GP practices within NHS Lothian to self-refer directly to Flok’s digital MSK clinic via existing self-referral portals or through participating GP practices. Patients can access a physiotherapy appointment via the Flok app on the same day. The service features significant data integration and sharing with other NHS services in the region, ensuring coordinated care for patients and clinicians. This integration also enables comprehensive analysis of the clinical and cost impacts of deploying the AI service.
Consultant MSK Physiotherapist at NHS Lothian Phil Ackerman said:
“AI-enabled services such as Flok have the potential to improve the patient journey for some people with back pain through providing rapid, flexible access to care. It also offers an alternative management option for those who prefer a digital approach. Working in partnership on this pilot with Flok and Health Innovation Hub, South East Scotland, offers an outstanding and unique opportunity to explore how Flok’s digital back pain service can be integrated within our range of healthcare services.”
Flok Health works in five ways:
- Self-Referral and Assessment: Patients self-refer or are referred to Flok Health and receive an invitation for an automated video call assessment via their mobile phone.
- Symptom Evaluation: An AI-powered physiotherapist evaluates their symptoms to determine if the AI clinic can provide the appropriate treatment.
- Immediate Treatment: If approved, patients can access weekly video appointments with the AI physiotherapist via a smartphone app, with no waiting list.
- Complex Cases: Patients with more complex symptoms receive an additional assessment via a telehealth appointment with a member of Flok’s clinical team before being approved for treatment or triaged to an alternative NHS service.
- Personalised Care: Approved patients have round-the-clock access to appointments with an AI physiotherapist who prescribes exercises and pain management techniques, responding to real-time patient feedback and progress.
The new service manages patients from initial presentation and assessment through to treatment delivery and discharge, recording all interactions and outcomes on an electronic health record. Currently, the clinic is available to assess and treat patients in the Lothian region for back pain, with plans to expand to additional musculoskeletal conditions in the future.
NHS Lothian's introduction of Flok Health marks a significant advancement in digital healthcare, offering patients immediate, personalised physiotherapy treatment through innovative AI technology. This pioneering service promises to enhance patient outcomes and streamline healthcare delivery across the region.
According to the NHS website the UK loses more than 30 million working days every year through MSK conditions such as back pain, whilst waiting lists for NHS Scotland are at a record level. With this in mind, further NHS sites across the UK are set to benefit from the AI MSK service later this year.
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