What is Anima Online Triage?
We are pleased to announce an update to the way our patients can request appointments and other healthcare-related items. We have introduced a new triage system called Anima.
Anima seamlessly and confidentially integrates with your medical record bringing improvements to how you request appointments and how our staff assess your condition.
Anima allows our team to continue to improve access times by helping us to direct you to the most appropriate care for your medical needs. This ensures we make use of our limited resources in the most safe and efficient way. All requests for appointments will go through the same process and be offered according to clinical urgency and need. By using this triage system, it means that patients will be managed more equitably and effectively, connecting our patients to the right person for the right service.
Online request through Anima will be our preferred method of communication. However, if you have no alternative but to call the surgery, our trained Patient Services Coordinators will take you through the same process over the phone.
Why have we changed to Anima?
This change is part of a government-mandated move to help GP practices manage increasing demand safely and efficiently.
Anima helps ensure that patients are seen by the right clinician, in the right place, at the right time—improving both patient care and overall experience.
When should I use Anima?
You can use Anima to for the following:
- To submit a request general medical advice for new or on-going concerns
- Administrative queries
- Requests for sick notes
- Annual long term health reviews including asthma, diabetes, COPD, hypertension and chronic heart disease
- Cervical Smears
- Home Visit Requests
- Flu and other Vaccination enquiries
- Contraceptive and HRT queries
- Wound Care and Dressings
- Child, Adult and Travel Immunisations
- Chasing test results
- Requesting a form or letter to be completed by a clinician
What happens if I can’t access the internet or don’t feel confident using it?
- You can give permission to a friend or family member to submit a request on your behalf using the Anima link. You don’t need an account to log in.
- We have a number of Anima Ambassadors in the surgery who will happily support you to access Anima on your phone/tablet. They will be available to take you through the process step-by-step to build your confidence.
- If your only option is to call the surgery, our trained Patient Services Coordinators will complete the online form on your behalf.
We understand you may have questions or concerns about using the new system. Please be assured that we are here to support you.
How do I send a Request through Anima?
You will be able to access the Anima Submission page through a link on our website. Anima is not an App. There is no login required, you will be asked to input your name and contact details to proceed and verify your access. You will receive a text message to let you know when the practice has responded.
Frequently Asked Questions and Answers
What if I do not have access to the internet or struggle to complete forms?
We understand you may have questions or concerns about using the new system. Please be assured that our Patient Services Team is here to support you. Whether you visit us in person or call us, we can help guide you through the process or assist you in completing the form on your device
Does this mean I won’t see a GP anymore?
Not at all. Completing the online form is simply a first step to help us gather the right information, so you can be seen by the right person at the right time, the first time. It also allows us to direct you to the most appropriate type of appointment—avoiding situations like a phone call when a face-to-face consultation is needed.
Can reception make me an appointment instead?
From mid-June, whether you visit us in person or contact us by phone, our reception team will no longer be able to book routine appointments directly. Instead, they will support you in completing the online form if you need any help.
If reception cannot make an appointment, how
does the patient get an appointment on the day if they are unwell?
Our clinical team will review the information you provide on the same day and assess the urgency of your concern. If your issue is deemed urgent, you will still be offered a same-day appointment.
How long will it take to fill out the form?
For medical queries it will take around 5 minutes and for administrative or simple issues even shorter. Examples of administration issues are to ask about test results, to get a repeat prescription, to ask about a sick note or to provide a change of contact details.
I do not feel comfortable telling the reception team about my medical issue.
The best way to complete the form is from the comfort and privacy of your own home. Please be assured that any information you share will be treated with the utmost confidentiality and respect.
All staff at Kingsteignton Medical Practice, including receptionists, are bound by strict confidentiality agreements. This means anything you discuss will only be shared with the team members directly involved in your care and never outside the practice.
Can I request an appointment on behalf of someone else?
You can complete and submit the form on behalf of the patient—just make sure to note on the form that you are doing so. You may also include the appropriate contact number for either the patient or their representative. Please be aware that, due to patient confidentiality, we are unable to discuss any details about a patient unless they have given explicit permission for us to do so.
Will my request be saved to my record?
Any medical request you submit will be securely saved to your medical record, ensuring that the clinician or team member supporting you has all the relevant information available. If you send a message about an administrative matter, it will only be added to your record if we believe it’s helpful—or if you specifically ask us to do so.
Under the existing system, patients spend a significant amount of time on the phone. If the receptionists are helping patients complete a form this suggests that the wait time will be even longer?
We encourage patients who can complete the form at home using their phone, tablet, or computer to do so. This helps keep our phone lines free for those who may need extra support. By submitting the form online, you’re helping us prioritise our most vulnerable patients who may need assistance completing it over the phone