A New Way to Contact the Practice
We have introduced Anima, a new patient access system designed to help patients access the right support, at the right time, while ensuring requests are managed safely, fairly and efficiently whether you contact us online or by telephone.
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 helps us bring all requests into one simple, safe and fair system, ensuring patients are directed to the right person at the right time.
Frequently Asked Questions
When can I use it?
Our phone lines remain open from 8:00am, while our online forms are available from 7:30am to 6:30pm, Monday to Friday.
How will this work?
Online requests
You can still complete an online form, but requests will now be managed through Anima.
- The format may look slightly different.
- You may be asked a few additional questions.
- These questions help 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 is an important part of our new access system and helps us understand your request before it reaches our team.
By answering Andi’s questions as fully as possible, you help us understand your needs, prioritise requests appropriately and direct you to the right clinician, service or member of staff.
Andi will:
- Ask a few simple questions about your request
- Collect the key information needed by our team
- Help direct you to the most appropriate clinician or service
- Reduce the need for you to repeat information later
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.
Getting the most from Andi
To help us process your request as quickly and accurately as possible, please:
- Listen carefully to the questions being asked.
- Provide as much detail as you can about the reason for your contact.
- Answer questions honestly and accurately.
- Have any relevant information available, such as medication details, appointment information or the reason for your contact.
- Be prepared to answer a small number of questions, even if you have contacted us previously about the same issue.
The information collected by Andi helps our team assess and manage requests safely and efficiently.
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 forms part of our telephone service and helps us collect the information needed to manage your request safely and efficiently. We encourage patients to engage with Andi and answer the questions asked, as this helps us assess requests consistently and direct them appropriately. Our team remains available to support patients who need assistance, and calls can still be directed to a member of staff where appropriate.
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 this short introduction video to Anima and Andi:
We understand this is a change
We recognise that:
- Some patients prefer speaking directly to a person
- Some patients may feel unsure about new technology
- Some patients may not feel confident using online services
- It can take time to adjust to a new way of contacting the practice
Please be reassured:
- You can still contact us by telephone
- Support remains available for patients who need assistance
- No patient will be disadvantaged because they cannot use online services
- We will continue to review feedback and make improvements where appropriate
Working Together Respectfully
We understand that changes to services can sometimes be frustrating and we welcome constructive feedback from patients.
Our staff are here to help and support our community. They deserve to be treated with courtesy, patience and respect at all times.
We have a zero-tolerance approach to abusive, aggressive, threatening or discriminatory behaviour towards our staff. Such behaviour is unacceptable and will be managed in line with our practice policies.
By working together respectfully, we can focus on what matters most: providing safe, effective care for our patients.
What happens next?
All requests to the practice are now managed through Anima.
We encourage patients to make full use of Anima and Andi, as this helps us assess requests consistently, prioritise care appropriately and provide a fair service for all patients.
We will continue listening to feedback, refining the system and making improvements wherever possible.
If you have any questions, please contact our reception team.
Further questions can be found on the link below: