How it works:

1. Patient submission:

Patients use the Anima platform to submit their health requests online or a staff member can do this for those who do not have online access.

2. Clinical assessment:

A healthcare professional, often a Doctor and a care navigator, reviews the patient's information and assesses the urgency and nature of their need.

3. Prioritisation and direction:

The clinical team determines the best course of action, which may include an appointment, or referral to another service.

4. Appointment booking or alternative care:

If an appointment is necessary, it is booked accordingly. Patients may also be directed to other resources like online consultations, phone advice, or a visit to a different healthcare professional such as Pharmacy First.

FAQs

What are the opening times for Anima?

We aim to have Anima open from 7:30am – 4pm every weekday.

Occasionally we may have to close Anima early, see below for more details.

Why Is Anima closed?

On some days, demand for a GP appointment far outweighs the safe capacity, we can provide. On these days, we may have to turn Anima off early because we are full. If you find Anima is closed as we have reached the maximum number of submissions for that day, and your health concern is urgent, please consider using Urgent Care or NHS 111 service or in an emergency dial 999 or attend A&E.

Anima will not be available on bank holidays or when the surgery is closed for staff training.

How soon will I hear back? How will the surgery contact me?

We aim to respond to all queries by the end of the next working day.

What happens if I can’t access the internet or don’t feel confident using it?

Our reception team are always happy to help.

They can submit requests for you and can call you back to inform you of the outcome of your request and book you in for the necessary appointment.

How do I cancel an appointment?

Please call 01249 812141 to cancel an appointment.

Anima is telling me to stop submitting my health concern as the system says I have a medical emergency, but I want to submit to the surgery?

If, when submitting a medical concern, you are advised by Anima that you should seek medical help via 111 or 999, please follow this advice.

We are not an emergency service and your health issue may be better treated by emergency health professionals.

Can I book nurse appointments through Anima?

You can certainly use Anima to request nurse appointments, but these can also be booked by calling reception in the usual way.

Is Anima an App?

No, Anima is not an app currently. It can only be accessed through the website. The Anima team are working on integration with the NHS app and we will update you when this has happened.

I don't want to use Anima, I just want to see a GP

We strongly believe that accessing services, advice and guidance this way is much more efficient in comparison to previous models.  It only takes up to 10 minutes to complete an Anima submission and 2-3 minutes for a GP to process.  Research shows that 70% of patient requests can be closed without the need for a face-to-face appointment which means that you may not even have to come to the surgery.  

Why have we changed to Anima?

GP practices are experiencing significant strain with declining GP numbers and increasing demand. Ensuring that patients are seen by the appropriate clinician in the right place and at the right time means that patient care and experience are improved, and it reduces pressure on GP practices, allowing GPs to spend their time where it is needed the most. The idea behind a total digital triage is also to avoid the “8 am rush” that has become a problem for many. This approach is supported by NHS England who have advised that GP surgeries consider this approach in future.

What are the benefits to me as a patient?

• You can use the system in several languages
• You will be asked questions based on your issues
• Your medical records will be complete for the future
• The practice response will be clearer
• You will receive a text message and email to let you know when the practice has responded
• You can provide all the information that the practice needs without waiting on the phone.

What are the benefits to the practice?

 As a practice, Northlands Surgery will benefit from

• Seeing your request in a clear structured format
• Save all the information about your request in a structured way into your medical records- this will help staff when looking at your records for this episode of care or in the future.
• Fewer duplications of requests
• Your requests will be clear and we will be able to allocate to the most appropriate members of our team, making the turn-around more efficient.
• Your request will come into our system with a Red, Amber Green rating with clear information about what responses have triggered these ratings. This will allow the team to focus on any urgent requests.
• We will be able to provide a clear response due to the way anima builds the response as we perform actions.

Please use the following options to direct your call:

• Option 1 to speak to a receptionist
• Option 2 to cancel an appointment
• Option 3 Prescriptions
• Option 4 General Enquiries
• Option 5 to speak to our medical secretaries
• Option 6  for test results
• Option 7 to book or discuss annual reviews

Pre-bookable appointments with clinicians are available on Monday, Wednesday and Thursday evenings from 18:30-20:00 as well as occasional Saturday clinics.

Please note our telephone reception is not available during enhanced opening hours; the Out-of-Hours service deal with all telephone calls and visit requests made during these times.

If you are too ill to attend the surgery and need a Doctor to visit you at home, please let us know as soon as you can. No visit requests are accepted without prior discussion with a Doctor.

Please see the guidelines below before requesting a home visit.

GP visit recommended for:

• palliative care; or
• the housebound patient for whom travel to the surgery would cause deterioration in their medical condition.

GP visit may be useful for:

• other patients whose illness has been discussed with the Doctor and is considered serious enough to warrant a visit

GP visit is not usual for:

• heart attacks – severe crushing chest pain - you need to immediately dial 999 and ask for an ambulance;

or

• children with common symptoms of childhood such as fever, cough, cold, earache, headache, diarrhoea, vomiting and most cases of abdominal pain. (These patients are usually well enough to travel to the surgery. It is not harmful to take a child with fever outside);

or

• adults with common problems such as cough, sore throat, influenza, general malaise, back pain and abdominal pain as these are all problems that would not normally prevent someone from being transported to the surgery. (Transport arrangements are the responsibility of the patients or their carers).

If you cannot attend an appointment for any reason, please inform us as soon as possible in order for us to offer the slot to another patient. To cancel an appointment, call 01249 812141 and press option 2;  or visit reception. Telephone cancellations can be made 24/7.

If you need help when we are closed

If you need medical help now, use NHS 111 online or call 111.

Call 999 in a medical or mental health emergency. This is when someone is seriously ill or injured and their life is at risk.

Click here for more information

Please tell us:

• If there’s a specific doctor, nurse or other health professional you would prefer to respond
• If you would prefer to consult with the doctor or nurse by phone, face-to-face, by video call or by text or email
• If you need an interpreter
• If you have any other access or communication needs

We have a texting service which allows you to receive confirmation and reminders about your appointments.

To have this service you will need to register by completing a consent form.

Please remember to update your contact details with us when you change address, telephone numbers and email address.

Complete our SMS Reminder Form

If you're planning to travel outside the UK you may need to be vaccinated against some of the serious diseases found in other parts of the world.

View the NHS Travel Vaccination Advice