Anima

From 1 October 2025, in keeping with the New GP Contract, Government directive and many other GP Surgeries in England, we are moving to the Total Triage System for appointment provision.

Instead of telephoning the practice, all requests for GP and urgent appointments will require the completion of a simple online triage form, accessed from a smartphone, NHS App or our website, where you will describe your symptoms/needs

Access to a GP appointment has been a national challenge for years.

Total Triage will significantly reduce the traditional rush to seek an appointment when surgeries open.

It aims to improve patients receiving the right care at the right time.

We will reply and inform you of how we will manage your request – ranging from a Face to Face or telephone appointment with a GP/clinician, in-house physio or pharmacist, or we may signpost to a more appropriate service, or give healthcare advice.

For patients unable to contact the practice online, our reception phone lines will remain open for guidance and support in completing the form.

• Easy and simple for patients to use.
• More ways for patients to request appointments.
• All multiple-choice questions and no lengthy free text or medical jargon
• Allow patients to track their request.
• Patients can be sent a link to the most appropriate appointment.
• Patients will receive a text message and/or email to update them with the progress of their request/concern.
• No need to discuss any medical condition over the phone or in a crowded waiting room. 

How it works

If you have a healthcare concern or need to contact the Practice for any medical reason, click on the Anima option on the website and follow the instructions. Fill out the online form, which asks multiple choice questions, like those a clinician would ask during an appointment.

It is important for you to provide detailed and accurate information about your symptoms on the form. To improve efficiency, and to reduce our need to request more initial information from you, please include how long you have had your symptoms, their severity/effect on your function, and what treatment you have already tried. This will help us triage appropriately.

Anima requests are then reviewed and processed deciding on the right care for you.

We will reply and inform you of how we will manage your request – ranging from a Face to Face or telephone appointment with a GP/clinician, in-house physio or pharmacist, or we may signpost to a more appropriate service, or give healthcare advice.

For patients unable to contact the practice online, our reception phone lines will remain open for guidance and support in completing the form.

 Common Questions and Answers

How soon will I hear back?

We aim to respond to all medical queries the same day where possible, for less urgent requests this may be within two working days.

Administration responses will depend on the individual request.

If you have created an account to submit an Anima request, you can check your request status by accessing your Anima dashboard.

Will patients with less symptoms be put to the bottom of the appointment list and not seen until days later?

No, but with 7,000 patients, clinical triage is imperative. All requests will be looked at by a Clinician and the level of care decided at that point. This means that patients will be seen at the right time and by the right person, meaning it may not be the same day.

What if i have multiple problems/concerns? 

 We ask that one problem is submitted per form.

What if i need to see a Nurse?

You can still book this via Reception. 

I am housebound, and would like to see a Doctor. 

A request id still needed and home visits available available. Please contact us before 10:00 am 

How can i order my prescriptions? 

Repeat Prescptions can be submitted via SystmOnline, NHS Health App, Anima or by bringing a completed paper copy to surgery.

Is there an App for Anima?

Not at the moment, but widgets can be added to your home screen which will enable you to click them, this will then take you to Anima. Please refer to a guide for the make and model of your phone, each one is different.  

Can a receptionist book a GP appointment over the phone for me directly?

No, all requests must use the form. Whichever way you contact us – online, in person or over the phone, all requests will go through the same ‘single way in’ online Total Triage process.

How do I submit an admin query?

Requests for sick notes and other administrative requests must also be made using the online form.

Can I still choose the doctor I wish to see?

You can request to see or speak to a specific doctor by stating so on the form, and we will take this into account when raising our response, but cannot guarantee this.

Can I still use Anima if I don’t have a mobile phone?

Don’t worry if you do not have a mobile phone, we will simply use your email address to notify you. If you don’t have an email address, we will telephone you on your landline.

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

Our reception team are always happy to help where possible. The receptionists are able to submit requests on your behalf.

If internet access is the problem, we have a device in Practice where you can submit your request.

Why have GPs changed to Anima?

GP practices are experiencing significant strain with a declining number of GPs and an ever-increasing demand. Ensuring that patients are seen by the appropriate clinician in the right place at the right time means that patient care and user experience is improved. This is also reducing the pressure on practices, thus allowing GPs to spend their time where it is most needed, with their patients!

The idea behind a total digital triage is also to avoid the 8am rush, which has become a problem for many. This approach is supported and encouraged by NHS England, who have strongly advised all GP practices to consider this model.

Can I contact Anima directly?

Yes! You could send an email to Anima’s support team at support@animahealth.com if you encounter any troubles using the website.

What about my data?

Anima has been approved by NHS Digital to be used by your GP Practice and the other systems involved in your care. The NHS has a lengthy assurance process to make sure we meet the highest standards of safety and security. Your data is safe and is shared only with your GP Practice for the purposes of your direct care. Your data is stored and sent securely using industry best practices, and we only collect the data that is necessary to allow your GP Practice to provide you with care.

Is my Data Safe?

Some concerns have been raised regarding the misleading Anima Privacy Policy as this policy currently includes information regarding the website and the patient application.  Separate Privacy Policies will be issued soon.   

We have been reassured by Anima that their servers are based in the UK, all data is stored in the UK and encrypted both at rest and in transit.  All data will remain UK based as they expand the company as well.  Anima has been approved for use by the NHS and uses the same infrastructure as the NHS app.

The Privacy Policy does contain sections where it mentions disclosing information to other providers in different countries, but this is all related to users of the website, not the application.  The website is targeting general audiences who want to learn about them as a company, Practice Managers, GPs, other NHS members, overseas clinics, etc.  These sections of the Privacy Policy apply to practice details, for example the practice email address if it was entered it into their website requesting further information about their services.  The practice email address might then be forwarded onto another company for marketing purposes.  Anima have confirmed therefore this does not apply to patients as they will be using the application only.