Digital self-management platform getUBetter has been integrated into the NHS 111 route in south-east London.
The integration went live in Lambeth, Southwark and Bexley in October 2025, allowing patients who contact NHS 111 with low back pain to access evidence-based self-care support.
It is hoped to improve patient experience, reduce unnecessary referrals and alleviate increasing pressure on urgent and emergency care services across the NHS 111 pathway.
Claire Goodey, commissioning director (111/999) at NHS South East London, said: “Low back pain is one of the most common reasons why 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 enhances 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 telephone selection stage; or following AI-powered natural language processing.
“We are 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 on our urgent care services,” Goodey added.
The initiative has been achieved through system-wide collaboration across south London, with support from the Health Innovation Network and the pathway will be expanded to include a wider range of musculoskeletal conditions in the coming months.
Dr. Carey McClellan, CEO and founder of getUBetter, said, “This is a huge step forward for urgent care.
“Being integrated into the NHS 111 route in this way is a great achievement.
“It shows what is possible when health systems, innovators and clinicians work together. We are proud to support the NHS workforce and help patients manage their conditions safely at home.”
The getUBetter platform is also available at Frimley Health NHS Foundation Trust from February 2023.
