Introducing Anima: Our Triage Appointment System

Why have we changed to Anima and introducing a virtual care navigator?

GP practices are facing significant pressure due to rising demand. Ensuring that patients are seen by the appropriate person at the right place and time, improves patient care and experience.

Feedback from other local 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.

ANIMA is designed to provide a more tailored experience for patients by asking questions that are specific to your medical concern, condition or request. This helps our triaging clinicians assess your needs and the urgency of your request more accurately.

There are three ways to contact the practice

• Online – submit a request via our online service Anima.
• By telephone – call the practice during opening hours.
• In person – attend the surgery and speak to a member of the reception team.

At our practice we use a total triage system. This simply means that every request for help is reviewed by our clinical team and Anima will support a safe triage process so we can decide the best way to support you.

Sometimes the right care will be a GP appointment, but often you may be better helped by another health professional such as a Nurse Practitioner, Physician Assistant, Nurse, Pharmacist, Physiotherapist or Mental Health Worker. This way, you don’t have to wait longer than needed and you can get the right help more quickly.

When you contact us, we’ll ask you to complete a form, which is the same process you do now but there are more specific questions which are asked. This information is always treated in confidence and helps us to make sure you get the right care, in the right place, at the right time. It also allows us to prioritise more urgent problems.

Our Anima system is open from 8am to 6.30pm Monday to Friday (excluding bank holidays).

What is changing?

• A smarter online form – the system asks questions that are more relevant to your medical concern or query.
• Email or SMS updates – after you submit your request, the practice will contact you by email or text message (if you do not have a mobile phone or email please do not worry we will call you on your landline)
• Clearer confirmation – you will receive confirmation once your form has been successfully submitted the day you submit the request.
• Improved access – ANIMA can be used to contact the surgery for a wide range of queries and requests.

We remain a total triage practice

We continue to operate as a total triage practice and encourage patients to contact us online whenever possible.

Please provide as much detail as possible when completing your request. This helps the triaging clinician understand your needs and assess the most appropriate next step.

If you cannot use the online service

Patients who are unable to use the online service can contact our reception team, who will help complete the same form.

Please note that this does not bypass the triage process. All requests are managed in the same way to ensure fair and equal access for all patients.

Once we have your information – what happens next?

You may be directed to another service.

Where appropriate, patients may be signposted or redirected to a more suitable service.

What is Anima?

Anima enables NHS based GP practices to offer online consultations to their patients. This allows patients to submit their symptoms or requests to their own GP electronically.

Anima is the most widely used digital triage tool in NHS primary care, built by NHS GPs for NHS patients, designed to enhance patient access, improve practice efficiencies and signpost patients to the right place at the right time for their care.

Anima is currently live in over 3000 NHS practices, Anima gives millions of patients access to their own GP online.

How does Anima work?

Anima is easy for patients and practices

Anima lets you consult with your NHS GP online by completing a quick form that is sent and reviewed by the practice. You can also be directed to patient self-help, pharmacy advice and local self-referral services.

Watch this 2‑min video to see how it works

Published: Oct 7, 2026