First Community introduces new Accurx digital tools to improve patient experience across several services supporting musculoskeletal conditions
First Community has rolled out a suite of Accurx digital communication tools to enhance patient experience, streamline administration and support more effective clinical pathways across its Outpatient Physiotherapy , Integrated Clinical Assessment and Treatment (ICATS) , and Pelvic Health services .
These services play a vital role in delivering accessible, specialist care for patients with bone, joint, muscle and pelvic health conditions.
Automated text messages to collect patient feedback
To improve Friends and Family Test (FFT) return rates, automated post appointment text messages have been implemented to collect patient feedback. This was rolled out in phases between September - November 2024.
The impact has been substantial with ICATS FFT returns rising from 19 in September 2024 to 55 in October 2024. By January 2026, Outpatient Physiotherapy recorded 81 responses, ICATS 26, and Pelvic Health three.
This digital method has improved both the volume and diversity of patient feedback, offering a more transparent insight into service quality and improvement.
Appointment confirmation by text message
Patient appointments can now be confirmed by text message enabling a faster, more convenient appointment scheduling process. Patients receive a text message first to confirm their appointment, followed by a letter if no response is received after one week.
Of 444 new patient appointments reviewed in March 2025, 25% of these were confirmed directly via text message.
This approach has also reduced paper use; avoiding the printing of 76 letters and saving over 1.1 kg of carbon dioxide equivalent CO2e (approximately 37.5 km of train travel).
Appointment reminders to help reduce non attendance
Automated appointment reminders are now sent seven, three and one day before appointments which has significantly reduced the number of patients who do not attend. By September 2024, ICATS saw its Did Not Attend (DNA) rate fall from 12% in April 2024 to just 5% in September 2024.
The reminders support smoother clinic flow by encouraging timely rescheduling and reduce reliance on printed appointment cards, improving sustainability.
Outpatient Physiotherapy health questionnaire by text message
The Outpatient Physiotherapy service now sends a health questionnaire link to patients via text message ahead of their appointments, allowing clinicians to review outcome data in advance.
This supports:
- Improved clinical decision making
- Earlier identification of patient needs
- Reduced administrative burden and paper use.
Speaking of the success of the Accurx digital tools, Helen Pritchard, Musculoskeletal (MSK) Service Lead said, "These new Accurx features have made a noticeable difference to the way we work.
"Having patient reported outcomes and feedback available before appointments means we can focus more of our time on what matters to patients. The improvements in attendance and communication have also helped us run more efficient, patient centred clinics, putting the patients voice at the heart of everything we do."
The introduction of these Accurx digital tools demonstrates First Community's commitment to delivering an NHS fit for the future, moving from analogue to digital to improve community services across east Surrey.
(Pictured: Physiotherapist with patients at Consort House - First Community's new multipurpose community health hub)