getUBetter Digital Self-Management Support Now Embedded Into NHS 111 Pathway

Bristol, UK – 23 October 2025 – getUBetter digital self-management and safety-netting platform has been embedded directly into the NHS 111 pathway, marking a major milestone for digital innovation in urgent care.

This innovative integration, now live in South East London – Lambeth, Southwark and Bexley, means that patients contacting NHS 111 with low back pain can be given access to trusted, evidence-based self-management support. The initiative is designed to improve patient experience, reduce unnecessary referrals, and ease the growing pressure on urgent and emergency care services across the NHS 111 pathway, which will help clinicians to focus on those who need more immediate care.

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

1. Online self-assessment – After completing an online 111 assessment form, patients can be directed to getUBetter for self-management support.
2. Over-the-phone triage – After triage by a 111 call handler or clinician, patients can be referred to getUBetter for ongoing support.
3. Following Natural Language Processing – In the next phase, AI-powered natural language processing will enable patients to be directed to getUBetter earlier in their 111 journey.

“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” – added Claire.

This achievement has been made possible by a system-wide collaboration across South London, supported by the Health Innovation Network. Starting with low back pain, the pathway will expand to include a wider range of musculoskeletal (MSK) conditions over the coming months.

Dr Carey McClellan, CEO 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.”

With demand on urgent and emergency services continuing to rise, this project demonstrates how digital innovation can work hand in hand with clinicians and health systems to deliver more sustainable, patient-centred care.