We are upgrading our appointments system

 

In light of feedback we have had from you, we are pleased to say we are making some improvements to the way you contact us for help or book an appointment.  

From 12th May, we will be moving to a new system called Anima to handle appointment requests and queries.  You will still access the system via our website or by calling reception if you would prefer our staff to submit your query. 

We have chosen Anima because it will make it easier for you to give us all the information we need from the first time you contact us — helping us help you faster. 

  • Faster and easier for you
  • No more chasing for extra information
  • Urgent requests prioritised easily
anima logo
 

What’s changing? 

  • You’ll still complete an online form to tell us about your problem or request — just like you do now.  You can still contact us via reception if you prefer 
  • Instead of just typing your medical query, you will answer a series of questions about your medical problem.  This will ensure we have all the information we need to prioritise your appointment from the first time you contact the practice, and this should take no more than 3-4 minutes to complete.  
  • In some cases, based on your answers, you may be offered the opportunity to book an appointment directly, without waiting for us to get back to you. For example, certain symptoms (like back pain for example) will automatically prompt you to book a face-to-face appointment, ensuring you’re seen as soon as necessary. 

If you need a follow up appointment, you will be able to request this directly and will not have to answer the initial questions about your problem. 

 

What will be the same? 

  • You still access the forms via our website or by calling reception 
  • You will still complete a form to request a GP appointment for a new problem 
  • You will still receive replies via email or text 
  • You can still book some appointments directly through the NHS App – e.g.  childhood immunisations, cervical smears, NHS Healthchecks, Dressings 
  • You may still be direct to another service, such as the pharmacy, if this is the most appropriate place for you to receive help 
 

Why are we making this change? 

  • To speed up the booking process for you, allowing you to book in directly with the GP of your choice whenever practically possible 
  • To make sure the right patients are seen at the right time 
  • To reduce back-and-forth chasing for extra information 
  • To allow our team to focus more time on more complex medical queries 
 

How it works? 

  • You will complete an online form, like you do now, however we will get all the information we need during this first point of contact.
  • Your request will still be processed by our triage team
  • In some cases, you will be able to book appointments directly based on your answers
  • Watch a short video 

We will still use our old system (Accurx) to send you messages, booking links and information. However, after 12th May, we will not be receiving new appointment requests through Accurx — all new requests must go through Anima. 

We are confident that this new system will make contacting us easier, quicker and more efficient. 

If you have any questions, please do feel free to contact the practice and we will be happy to talk to you. 

Published: May 2, 2025