Introducing Anima: Our New Triage and Appointment System
Starting Thursday, April 24, 2025, we will use a new system called Anima for requesting appointments or asking questions. This will replace eConsult.
The best way to request an appointment is online using Anima, as it gives us more information and helps keep phone lines open for patients who need to talk to a receptionist. If you can't use the internet or aren't comfortable with it, you can still call reception to make a request. All requests will be reviewed and triaged by a member of the clinical team.
Why have we changed to Anima and a Total Triage Model?
GP practices are facing significant pressure due to declining GP numbers and rising demand. Ensuring that patients are seen by the appropriate person at the right place and time, improves patient care and experience. The concept behind total digital triage is also to prevent the “8am rush” that has become an issue for many.
Our appointments will continue to be offered according to clinical need while making sure our limited resources are put to best use.
We hope you find Anima useful. Feedback from other practices that have already been using Anima is very positive. We are excited about this change and the benefits it will bring to our practice and patient journey.
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. Triage assessment:
A healthcare professional, often a triage doctor/ Advanced Nurse practitioner and or a care navigator, reviews the patient's information and assesses the urgency and nature of their need.
3. Prioritization and direction:
The triage team determines the best course of action, which may include a same-day, 24-hour, or routine 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.
Benefits:
- Improved access to care:
- Patients can access care at their convenience, reducing the "8 AM rush" and wait times.
- More equitable care: No matter if a request is submitted online, in person, or over the phone, it will be triaged in the same way.
- Urgent cases are prioritized, ensuring that those with the greatest need are seen first.
- Efficient use of resources:
- Triage allows practices to better manage their limited resources and avoid unnecessary appointments.
- Enhanced patient experience:
- Patients benefit from a more streamlined and efficient process for accessing healthcare.
- Reduced phone call volume:
- The online triage system helps to reduce the number of phone calls to the practice.
Tutorials
Please see links below to tutorials which may be of help:
How To Set Up
How to submit a request
What happens with my request.
(Website- links for Patients set up in AcuRX and Annexe comms)
F&Qs
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, the 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 think you need advice or assessment of an urgent medical problem, please speak to our reception team who will be happy to help.
Remember, there are also out-of-hours services when we are closed, including Lincoln urgent treatment centre, 111, and 999.
How soon will I hear back?
We aim to respond to all queries as soon as possible. For urgent queries, this should be the same day.
Some more routine queries may take us a few days to get back to you. You can always check the status of your query via your Anima dashboard.
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.
Your request will be handled in the same manner whether you complete the Anima request online yourself, or contact us via telephone, where our receptionists will ask the same questions and complete the Anima request on your behalf to ensure equity of access for all patients. We would encourage all patients who can do so to use Anima, as this will prevent you from needing to queue on the telephone and keep lines free for those who do not have internet access.
Can I use Anima to request a repeat prescription?
Currently, the process of requesting medication through Anima is not the easiest way. We would recommend you use the NHS app to request your repeat prescriptions.
Your prescriptions can also be requested via your nominated pharmacy or via our prescription request forms in reception.
Can I book practice nurse/MSK appointments through Anima?
You can certainly use Anima to request a practice nurse and MSK appointments, but these can also be booked by calling reception in the usual way. The appointments that should be requested through Anima are GP/ ANP appointments.
Is Anima an App?
No, Anima is not an app currently. It can only be accessed through the website.
You can log into Anima using your NHS app login credentials or create your own unique Anima username and password. However, you do not have to have an account to submit a request to us.
Can I contact Anima directly?
Yes! We would encourage you to email Anima’s support team on support
What if I do not want to discuss my concerns with the receptionist?
The preferred way to submit a request is online via Anima. However, In all our receptions, you can request a printout of our request form to complete, which can be used to submit requests.