We are changing our online consultation system to Anima
From 15th September 2026, we will change our online consultation system from Accurx to Anima.
For the past two and a half years, our practice has used a total triage appointment system. This means that when you ask for a GP appointment, we first ask you to tell us about your health problem. A member of our clinical team reviews this information and decides the safest and most suitable next step.
You can submit a request through:
- The Contact us online link on our practice website
- The NHS App
Until now, we have used Accurx to collect these patient requests. After the above date, we will use Anima instead to process these requests. See below for a short video explaining how to use Anima.
Why are we changing to Anima?
Accurx uses a short and simple form. However, the form does not always collect all the information that our clinical team needs. When important information is missing, we may need to contact the patient again and ask more questions. This can slow down the triaging process.
Anima asks more questions about your symptoms and health problem when you submit a request. This should give our clinical team more useful information from the start.
This will help us:
- Understand your health problem
- Check how urgent your request is
- Send your request to the right person
- Choose the safest and most suitable next step
- Reduce the need to contact you for more information
Your request will still be sent securely to our practice team. Anima will help us collect the information needed to review your request.
What will change for patients?
The main changes are:
- The Contact us online page will look different. You can still access it via our website homepage or NHS App
- Anima may ask you more questions.
- The questions may change depending on the answers you give.
- You may need to provide more detail about your symptoms or request.
Frequently asked questions
How do I use Anima?
Patients registered with our practice can access Anima through the Contact us online link on the homepage of our practice website.
You will also be able to start a request through the NHS App if you prefer.
Do I need an Anima account?
No. You do not need to create an Anima account to submit a request.
Do I need to download an app?
No. You can use Anima through the Contact us online link on our practice website.
You will also be able to start a request through the NHS App
Can I use Anima on a smartphone, tablet or computer?
Yes. Anima will automatically adapt to different screen sizes and devices.
Is Anima secure?
Anima is designed to handle patient information securely and has been reviewed through the practice’s information governance and clinical safety processes. The practice has completed the necessary data protection, information governance and clinical safety checks.
Why does Anima ask more questions?
The questions help us understand your symptoms and what support you may need.
The questions may change depending on your answers. Please provide as much information as you can. This may reduce the need for us to contact you again for more details.
Will Anima decide what treatment I need?
No. Anima only collects information from patients. Our clinicians decide how to process your request and then what onward treatment may be required.
Will it take longer for the practice to respond?
Our aim is to review requests as quickly as possible and to respond within our usual timescales. As Anima collects more information at the start, it may reduce the need for us to contact you again before we can decide what should happen next. Response times depend on clinical urgency and demand.
Does submitting a request mean I will get a GP appointment?
Not necessarily. Requests will be processed in the same way they are now. Our team of triaging clinicians will review patient requests and decide on the most appropriate course of action, which can include a GP appointment. GP practices and other NHS services have a wide range of clinicians that may be better suited to your medical problem than a GP. These include dispensing community pharmacies, in-house clinical pharmacists, first contact physiotherapists, nurse practitioners and other allied healthcare.
Can I ask to see a particular GP or healthcare professional?
Yes. Where it is possible, we will try and accommodate requests for you preferred clinician (subject to availability).
Can I use Anima for an urgent health problem?
Can I use Anima in an emergency?
Before submitting an appointment request on Anima, you will need to confirm that you do not have life-threatening symptoms that require emergency treatment. These cases should be dealt with by 999 or A&E. Please read the warning in full before submitting your request.
When can I submit an Anima request?
Anima will be available for requests 8am – 6:30pm on normal working days when the practice is open. However, we encourage patients to submit requests as early in the day as possible so they can be processed quickly. If the practice is closed and you need medical advice, please contact NHS 111.
What should I do if I cannot use the internet?
For those that are unable to use the internet or don’t have access to a digital device, those users can still telephone the practice or attend in-person, and the reception team can assist to complete the form with them. However, this will naturally be a slower process, so we encourage anyone who is able to submit the requests themselves as it’s quicker. The reception team cannot book a GP appointment directly; they can only assist you with submitting your request.
If you do not have access to a digital device, internet connection, or mobile data, please speak to our reception team, as we may be able to provide access to a device or data via our NHS App Ambassadors and our Digital Inclusion Hub.
How will the practice contact me?
The practice will usually contact you by text message or telephone depending on the urgency of the request, so it is very important that we have an up-to-date contact number for all patients. Please update your contact number if you have changed it.
Should I submit another request if I have not received a reply?
No, please await a response from the practice before submitting another request.
Can I use Anima for a repeat prescription requests, fit note requests and test results?
Yes. Anima can also be used to make administrative requests quickly and efficiently.
Who can see the information I submit?
The information you submit using Anima forms part of your medical record so has all the legal protections as the rest of your medical information. Only team members within the practice involved in your care can access the information you submit.