Digital self-management platform embedded into NHS 111 pathway

Digital self-management platform getUBetter has been embedded into the NHS 111 pathway in South East London.

The integration went live in Lambeth, Southwark and Bexley in October 2025, allowing patients who contact NHS 111 with lower back pain to access evidence-based self-management support.

It is hoped to improve patient experience, reduce unnecessary referrals and ease the growing pressure on urgent and emergency care services across the NHS 111 pathway.

Claire Goodey, commissioning manager (111/999) at NHS South East London, said: “Lower back pain is one of the most common reasons people contact our 111 service.

“By integrating getUBetter directly into the 111 pathway, we can guide patients to the right care at the right time.

“This approach empowers self-management, sets realistic recovery expectations, and improves efficiency across the system.”

Patients are offered the getUBetter app at three different points within the 111 service:  at the online self-assessment stage  after completing an online 111 assessment form; at the over-the-phone triage stage; or following AI-powered natural language processing.

“We’re particularly excited about the use of natural language processing, which can identify callers with back pain and offer them immediate access to appropriate digital self-care.

“This not only improves patient experience and outcomes but also helps reduce pressure and costs across our urgent care services,” Goodey added.

The initiative has been achieved through system-wide collaboration across South London, supported by the Health Innovation Network and the pathway will be expanded to include a wider range of musculoskeletal conditions over the coming months.

Dr Carey McClellan, chief executive and founder of getUBetter, said: “This is a major step forward for urgent care.

“To be embedded into the NHS 111 pathway in this way is a huge achievement.

“It shows what’s possible when health systems, innovators, and clinicians work together. We’re proud to support the NHS workforce and to help patients manage their conditions safely at home.”

The getUBetter platform has also been available at Frimley Health NHS Foundation Trust since February 2023.