Patient Outcomes

Improving the lives of patients with MSK, Pain and other conditions. Excellent, evidenced, patient experience and outcomes.

PhysioNow digital triage Stronger my way campaign Personalised Care

Patient Outcomes

Improving the lives of patients with MSK, Pain and other conditions. Excellent, evidenced, patient experience and outcomes.

PhysioNow digital triage Stronger my way campaign Personalised Care

Listening to patients and delivering on their needs

Click on the speech bubbles for helpful advice on the importance of delivering what patients have asked for.


Quality of Life improvements

One of Connect Health’s values is to demonstrate quality in all that we do. Nowhere is this more important than when we consider clinical quality, helping people achieve excellent outcomes when attending a Connect Health service. We do this by focusing on reducing the impact of pain and helping people do more of the things they want to do.

We are proud of the outcomes that we help people to achieve and wanted to share both how we do this, but also wanted to ensure we actually achieved it! So, in 2017, we worked with the University of Northumbria, Newcastle, to undertake an analysis of our outcomes.

This research showed significant quality of life improvements for thousands of patients attending a Connect Health MSK Service. The “EQ5D” monitoring index – a very commonly used health status measurement – improved significantly by +0.203, setting a new standard for MSK services which we believe is related to how modern services are.  Prior to this study, the standard across UK-based MSK services was +0.16 and demonstrates robustly the quality of care that we offer.

In order to help us demonstrate that we are helping people to reduce the impact of their pain and achieve their goals, we will ask you to complete a series of questionnaires during your time in a Connect Health service. These will ask you questions about you, your background, your goals, your symptoms, and their impact. This helps us tailor your treatment to you. It also gives us insight so that we can continue to innovate and improve the quality of care that we provide.

Culture of ongoing quality improvement – CQC

Care Quality Commission independent inspections are crucial in determining if a service is providing care that’s safe, caring, effective, responsive to people’s needs and well-led. Connect Health’s service was praised across all areas in its latest CQC inspection.

Follow the link below to view the full report on the CQC website

Patient Safety

Ensuring patient safety is a core focus at the heart of everything we do

Our Safeguarding Children and Adults Policies outline processes and procedures in line with NHS Standards, audited using national risk threshold tools demonstrating excellent compliance.

To comply with all adult safeguarding requirements our policies and procedures are in line with: Care Act (2014) and Local Safeguarding board policies and procedures.

Our process for Safeguarding is based around four experienced Duty Safeguarding Officers (DSO) trained to Level-4, acting as an immediate point of expert contact for staff for all Safeguarding issues raised.

Read our Safeguarding Policy

Putting patients at the centre with Personalised Care

Personalised care is one of the five major, practical changes to the NHS, as set out in the NHS Long Term Plan with an ambition to reach 2.5 million people by 2023/24 and then aims to double that again within a decade.

Personalised care means people have choice and control over the way their care is planned and delivered. It is based on ‘what matters’ to them and their individual strengths and needs.


Find out about Personalised Care

Improving Access

PCC – Patient Care Co-ordination

Saving precious time

It’s so important to get the treatment journey right, making sure all administrative interaction with patients and GPs, including appointment bookings, reminders, care plans, diagnostics coordination and discharge, are managed effectively.

Handling more than 25,000 patient referrals a month, around 6 million SMS text appointment reminders are sent by our Patient Care Co-ordination team every year reducing DNAs (did not attends) and streamlining care for patients.

Using standardised processes, systems and templates – predominantly SystmOne based, the expert team removes as much admin as possible away from clinicians so that they can focus on the patient experience.

Reducing NHS waiting times with PhysioLine

First Contact Practitioner

Rapid access to physiotherapy by telephone leads to improved outcomes,early assessment and treatment.


Waiting times to access NHS physiotherapy services for a musculoskeletal problem following GP referral vary enormously across the UK.


By using telephone triage, the time to evidence-based advice is significantly reduced. The empowerment to self-manage conveyed at this telephone interaction is likely to reduce future consultations, reduce chronicity and increase availability to work.

Connect Health, working closely with commissioners, was one of the first organisations in the UK to introduce PhysioLine in 1999.

PhysioLine is physiotherapy assessment and early treatment by telephone or face to face and 100% of PhysioLine consultations are delivered by MSK specialist physiotherapists

Download Factsheet

Digital Health – Physitrack

High-quality exercises and information in one easy to use app

We have rolled out Physitrack, a web and iOS-based exercise that allows clinicians to engage with patients around high-quality exercises and patient information. Patients can instantly access information via the PhysiApp patient portal or downloadable app, where they can engage visually with a clinician, watch video demonstrations of their prescribed exercises and record compliance, enhancing patient outcomes and improving choice.

NOTE: Ask your clinician for a programme activation code to use this app

View Policies

What our patients say about us

Karen explains how the Pain Management Programme has equipped her with the necessary learning to manage the pain and continue living her best life.

We speak with Sharon around her experience being part of the Pain Management Programme currently supporting those living with persistent pain across Wolverhampton.

Monica had a hip replacement 3 months ago and within 6 weeks, returned her walking sticks.

“I really enjoy coming to the gym. I can really feel the difference. The physios keep me straight and give me the confidence to go on.” Monica, Merton

We hear from Diana who suffers from chronic pain and has attended the Connect Health Pain Management Programme in Wolverhampton.

Kelly, from Hertfordshire, was suffering from depression and anxiety when she came to Connect Health. Her counsellor was able to help her to find her way.

Geraldine Vinall, 75 from Milton Keynes, explains how living with back and neck pain all her adult life has been transformed by attending the Connect Health group exercise classes at her local gym.

Tina, 47, was suffering from PTSD, depression, low self worth and feelings of a loss of identity alongside ME. But with the help of her counsellor she was able to talk, be listened to and was offered tips and advice

Petra Jahn, 63 from Milton Keynes tells us, after 5 operations on her hip and being off-work for 4 years, how her health is gradually improving through group exercise classes.

Sylvie, 46, from Lincolnshire tells how Connect Health’s Pain Management Programme (PMP) has helped her enjoy life again.

PhysioNow detected a possible significant condition at the end of normal working hours, enabling Joe to receive quicker access to clinical advice and urgent investigations.

Jacky received her diagnosis just 12 days after completing her initial assessment thanks to PhysioNow®.

Retired medical secretary, Barbara, explains how a niggling back pain flare up was solved with physiotherapy advice, without having to leave her home.

Terry Fisher, 67 from Darlington, tells us about his journey, from being in a coma and unable to walk to being back on the golf course with help from Connect Health and the Healthy Darlington Programme