Coming Soon: A New Way to Contact the Practice
We will be introducing a new system called Anima from 7th July 2026, which will support both our online forms and telephone service.
Why are we making this change?
We are seeing increasing demand for appointments and support, with more patients contacting us than ever before.
At present, requests come through several different routes, which can sometimes lead to:
- Long waiting times
- Delays in response
- Inconsistency in how requests are managed
Anima will help us bring all requests into one simple, safe and fair system.
When can I use it?
Our phone line will continue to be open from 8am, whilst our online forms have, and will continue to be accessible from 7:30am to 6:30pm, Monday to Friday.
How will this work?
Online requests
You will still be able to complete an online form, but this will now be handled through Anima.
- The format may look slightly different
- You may be asked a few additional questions
- This helps us understand your needs and direct your request appropriately
Telephone requests
You can still call the practice as usual.
When you call, you may first speak with Andi, our automated phone assistant.
Andi will:
- Ask a few simple questions
- Help direct your request
- Gather the information needed so your request can be processed
You may then be connected to a member of our team if needed.
Whether you contact us online or by phone, your request will be managed in exactly the same way.
What can I use the online form for?
You can use Anima to:
- Request an appointment
- Ask for medical advice
- Request a repeat prescription
- Request a sick note (fit note)
- Ask an administrative question
- Arrange or discuss a long-term condition review
- Submit general queries to the practice
If you are unsure, simply submit your request and we will direct it appropriately.
What are the benefits?
We expect this change to:
- Reduce time spent waiting on hold
- Improve how quickly requests are reviewed
- Make access fairer for all patients
- Help direct you to the right clinician or service
I don’t have internet access – what should I do?
That’s absolutely fine.
You can continue to contact us by telephone.
If you are unable to access the internet, a member of our team can submit a request on your behalf and arrange any follow-up required.
No patient will be disadvantaged if they cannot access online services.
I prefer speaking to somebody – can I still phone the practice?
Yes.
Our telephone service remains available, and you can continue to contact us by phone as you do now.
Andi helps us collect information about your request, but our team remains available to support patients who need assistance.
Is my information safe?
Yes.
Anima is approved for use within the NHS and meets NHS information governance and security requirements.
- Your information remains confidential
- Your information is used only for your care
- Data is encrypted and securely stored
- Information remains within approved UK-based hosting environments
You do not need to give additional consent to use Anima for your care.
Want to find out more?
Watch the short 2-minute introduction to Anima and Andi:
We understand this is a change
We recognise that:
- Some patients prefer speaking directly to a person
- Some may feel unsure about automated systems
- Some may not feel confident using online services
Please be reassured:
- You can still contact us by phone
- Our team will continue to support you
- No patient will be refused care if they cannot use online or automated services
What happens next?
From 7th July 2026, all requests to the practice will be managed through Anima.
We expect a short adjustment period and appreciate your patience while we introduce this new system. We will continue to review and improve how it works based on patient feedback.
If you have any questions, please contact our reception team.
Further questions can be found on the link below: