New triage system cuts waiting times for Nottingham CityCare’s physiotherapy and occupational therapy assessments

Nottingham CityCare, the city’s largest provider of NHS community health services, is starting physiotherapy and occupational therapy treatment for patients sooner, thanks to a new triage system.

The median waiting time has fallen from 51 working days in October 2023 to 15 by last March 2024. Meanwhile, the proportion of patients being seen within 30 working days has increased from 33% to 79.5% in March.

In the past year, the service received more than 23,000 referrals.

Previously, all patient self-referrals into the service for community-based treatment for bone, muscle and soft tissues conditions, were placed on a waiting list for assessments without clinician triage.

Updated self-referral processes and extra self-management resources, allow experienced clinicians to triage patients into the right pathway, with the right care at the right time.

Since its implementation, up to 30% of patients have been able to self-manage their conditions without having to come into clinic, resulting in more capacity to see patients with more urgent needs sooner.

Head of Clinical Services Annabel Taylor said: “Hard work from CityCare colleagues means waiting times for assessments have improved and we are now moving closer to locally set targets and national benchmarks after demand for care rose sharply during 2023.

“These referrals were often not right for CityCare’s Musculoskeletal Physiotherapy and Occupational Therapy Service and we had to refer them elsewhere. Now, however, our new, more detailed information gathering and discussions with patients mean we are better equipped to signpost them to the right level of care.”

Adam Scott, Clinical Services manager said: “Spending more time with the patient in the early stages, means we are able to invest more time in the patients' rehabilitation, providing them with the confidence to self-manage their condition."

“This means, for those patients where more urgent treatment is needed, it is now being delivered sooner.”

Devoting extra time to patients’ initial assessments also means the team has been able to introduce patient-initiated follow-ups – that is, by giving patients more information and guidance about what to expect during their care and recovery they better understand if and when they need further appointments and treatment.