This activity is part of Healthy Working Life, a joint programme of the West Yorkshire Combined Authority and NHS West Yorkshire Integrated Care Board.
About the service
In April 2025, a new fast-track musculoskeletal (MSK) service launched across Wakefield District to support people and organisations in the West Yorkshire Health and Care Partnership - especially those without access to NHS occupational health services.
Long waits, absences and untreated conditions take a toll on people and employers alike. This 12-month pilot takes a modern, blended approach to physiotherapy, combining expert telephone or video consultations, personalised online exercise programmes and face-to-face care when needed. The goal is to help people manage and recover from chronic problems that affect the bones, joints, muscle and soft tissue – quickly and effectively.
A patient centred journey
The process starts when a nominated manager submits a referral through PhysioMed’s easy-to-use online portal. Each organisation has one or more referral managers who can access the portal and make referrals.
“From there, everything is designed to be seamless,” explains John Lemm, Programme Manager - System Workforce Office. “Each patient is contacted within 24 hours of referral and triaged remotely by a senior physiotherapist - usually within just four hours. They receive a comprehensive 45-minute assessment and a clear, personalised plan.
For conditions less than 12 weeks old, most patients are given a tailored rehabilitation programme to follow at home, which includes targeted exercises, lifestyle advice and workstation adjustments to support recovery without needing to visit a clinic. Ongoing support is available through the Physio Advice Line and when patients are ready for discharge, a summary report is sent directly to their employer.
John adds: “By providing rapid access to personalised care, most patients are able to manage their recovery independently - reducing delays, lowering costs and maintaining strong clinical outcomes for both individuals and their employers.”
For more complex conditions and where face-to-face care is needed, appointments are arranged quickly and conveniently thanks to a nationwide network of over 780 physiotherapy practices. No one is left waiting and no one needs to travel more than 30 minutes to get the care they need.
The difference made
The fast-track MSK service is already making a measurable difference – and the results are speaking for themselves.
“We’re seeing real results - and quickly,” says John. “In the first three months, we had 181 referrals across 36 organisations, covering over 16,000 staff. That’s a massive achievement.”
“What’s most encouraging is that 142 patients have already been treated and discharged. That’s not just good for them - it’s good for their colleagues, the organisations supporting them and ultimately their patients and service users.”
On average, 60% of patients are getting better without any face-to-face physiotherapy. We’re seeing a 63% reduction in reported pain levels and a 33% increase in physical function - and all of this is happening with just 100 minutes of remote support per person.
MSK is the second highest cause of sickness absence in the NHS and the single highest in some social care organisations. Each month, we’re seeing around three people return to work after being off with an MSK condition. Without this service, many of them might still be waiting for treatment - or worse, may have left the workforce entirely. The wider impact of the service is becoming clear. Organisations are seeing fewer lost working days, managing short-term absences more smoothly and feeling more confident in supporting staff with MSK conditions.
Looking ahead
As the pilot enters its next phase, the focus is about building on early success and improving how the service is used across our partner organisations.
John says: “The more we integrate it into our day-to-day processes, the greater the benefit to our staff and our system as a whole. This is about both recovery and prevention. By helping staff return to work sooner - and preventing issues before they escalate - we’re making a real impact on morale, retention and productivity.”
We also hope to secure funding to extend the pilot beyond April 2026 and sustain its long-term value.
John adds: “There’s a clear economic benefit here too. The return on investment could be as high as ten to one - and that’s something we’re aiming to prove over the next few months. When we set this up, we hoped it would work. Now, we know it does. It’s fast, it's effective and it’s changing lives.”
More information and resources
Free exercises and self-help resources are available through the PhysioMed website and form a valuable part of the wider support offered by the fast-track MSK service. These include:
1. Preventing injuries - taking a proactive approach is the most effective way to reduce injury risk. These resources are designed to help individuals and organisations improve fitness levels and boost overall wellbeing before problems start
2. Managing injuries - for those dealing with a recent MSK issue - whether from an accident, strain or trauma - these easy-to-follow exercises, developed by chartered physiotherapists, support a safe and effective recovery at home or in the workplace
3. Health and wellbeing zone - this section focuses on long-term wellness, helping individuals maintain progress post-injury and manage recurring conditions through ongoing advice, exercises and remote support
Find out more about how the Healthy Working Life programme is reducing the number of people in West Yorkshire who may become unable to work because of ill health on our Healthy Working Life website pages.
You can also read the helping Wakefield’s workforce stay healthy and active through the fast-track musculoskeletal (MSK) service case study as a pdf file.