During 2025, we reviewed feedback taken from 4,427 responses across Kent and Medway from providers, the ICB community health services survey and women’s health survey, ahead of a planned procurement of musculoskeletal (MSK) physiotherapy services.

Key themes we heard through this analysis included:

• suggested improvements around more tailored and sufficient treatment (including hands-on care and time for questions)
• clearer communication (condition/exercise explanations, timelines, accurate referrals/records, up-to-date contact details)
• shorter waits and better booking/referral pathways (to avoid deterioration)
• more compassionate and better-trained staff (especially for chronic pain/complex needs)
• improved accessibility and clinic comfort, and stronger access to and integration of women’s health physiotherapy (pelvic health and support before/during/after pregnancy and post-surgery). 

This information has been shared with commissioners to help understand and improve services and next steps involve continued advertising for patient voice representatives, that have experience of MSK services once the procurement is agreed to go ahead. This will involve people using their own experiences to work with NHS clinicians and managers to make sure we understand people's needs from a physiotherapy services across Kent and Medway. The role of the patient representative will include reviewing and evaluating information provided by bidders and evaluating and scoring bids.