Overview
Promni Health partnered with Primary Care Networks in Sutton to deliver a fully managed First Contact Physiotherapy (FCP) service, designed to improve patient access, reduce GP workload and strengthen MSK pathways across the system.
The Challenge
- High demand for MSK appointments in primary care
- Increasing pressure on GP capacity
- Need to safely deliver ARRS-funded roles
- Inconsistent pathway utilisation and referral routes
Our Approach
We implemented a fully managed FCP service, including:
- Deployment of experienced Band 7 and Band 8 clinicians
- Full mobilisation within 8 weeks
- On-site integration within GP practices
- Structured MDT working and collaboration
- Development of direct referral pathways into diagnostics and secondary care
- Ongoing clinical supervision and governance
- Monthly performance reporting and service reviews
Partnership approach
A critical success factor was the development of strong multi-level relationships across both organisations.
Promni Health worked closely with:
- PCN Clinical Directors – ensuring clinical alignment and pathway effectiveness
- PCN Managers – supporting operational delivery and performance
- Practice teams – embedding clinicians into day-to-day workflows
- System partners – strengthening links with community and secondary care services
This Ensured:
- Strong clinical integration
- Clear communication and escalation
- Alignment with local priorities
- Continuous service improvement
Outcomes
- 87% of patients seen without needing a GP appointment
- 86% managed in a single appointment
- 85% delivered face-to-face within practices
Clinical impact (3-month audit)
- Only 4% required GP follow-up
- Only 8% required further FCP follow-up
This demonstrates safe, effective first-contact clinical decision-making.
System impact
- Significant reduction in GP workload
- Improved patient access to MSK care
- More efficient use of ARRS roles
- Strengthened integration across care pathways
Key takeaway
A fully managed, embedded FCP service can deliver:
- Improved access
- Reduced GP workload
- High patient satisfaction
- Sustainable system impact
