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, completely replacing the system we’ve had in place. 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 appointments will continue to 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 efficiently to the right person for the right service.

For patients who meet any of the criteria below, please be reassured you can still call the surgery on 01646 624198 where one of our Reception team will be able to assist you: 

• If you do not have access to the internet, or struggle using it;
• If you have a language barrier;
• If you have a disability;
• If you are in mental health crisis;
• If you are neurodivergent.

Please Note: Whilst Anima will be available for submitting health concerns Monday to Friday from 8am to 5.30pm, you may find Anima “closed” if the number of submissions by patients exceeds the cap we have in place to ensure we are able to safely manage the workload. Therefore, you may have to submit your health concern the following working day. If you find Anima is closed due to reaching the maximum number of submissions for that day, and your health concern is urgent, please consider using the NHS 111 service, or in an emergency dial 999 or attend A&E. Anima will remain available for administrative requests such as sick notes etc. until 6.30pm on normal working days.  Anima will not be available on bank holidays or when the surgery is closed.

Get a GP Appointment faster with Anima

The Argyle Medical Group have teamed up with Anima to improve the way you access GP appointments. Anima is our online consultation provider. It allows patients to submit requests for medical appointments, which can then be triaged and appropriately allocated by one of our GPs. 

How Does Anima Work?

1. Submit a Request

Submit a request for a GP appointment.

2. Review

One of our experienced GPs will review each request that comes in, on the day it comes in. GPs may message you for more information, invite you in for an appointment or pass your request onto the relevant member of our team. 

3. Outcome

You will be informed of the outcome of every request. We aim to respond to every request on the same day, although some routine requests may take a few days.

Frequently Asked Questions 

What is Anima?

Anima is our new online request service. It lets you contact the practice securely online-without waiting on hold or needing an app.

What are the opening times for Anima?

We aim to have Anima open from 8:00am every weekday, with the ability to submit a health concern closing at 5:00pm or when we have reached our maximum safe level. This gives us time to triage health submissions before the practice closes.

Occasionally we may have to close Anima early, see below for more details.

Why is Anima Closed?

On some days, demand for a GP appointment far outweighs the safe capacity we can provide. On these days, you may see an alert on Anima to state that we have no further on the day capacity. In these situations you will still be able to submit a request for a routine appointment. If you have an urgent query, please call the reception team. If you have a medical emergency please call 999.

Please remember that GP surgeries are not an emergency service so we will signpost you to other services within the NHS when appropriate.

Anima will not be available on bank holidays or when the surgery is closed for staff training.

Remember you can dial 111 when we are closed.

Anima is telling me to stop submitting my health concern as the system says I have a medical emergency, but I want to submit to the surgery?

If, when submitting a medical concern, you are advised by Anima that you should seek medical help via 111 or 999, please follow this advice.

We are not an emergency service and your health issue may be better treated by emergency health professionals.

We are notified by Anima when patients amend red-flagged answers in order to submit to the practice.

How soon will I hear back?

We aim to respond to all queries the same day. Some more routine queries may take us a few days to get back to you.

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 are able to 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.

Why have we changed to Anima?

GP practices are experiencing significant strain with declining GP numbers and increasing demand. Ensuring that patients are seen by the appropriate clinician in the right place and the right time means that patient care and experience is improved, and it reduces pressure on GP practices, allowing GPs to spend their time where it is needed the most. The idea behind a total digital triage is also to avoid the “8am rush” that has become a problem for many.

What can I use it for?

• Appointments
• Sick notes
• Admin queries
• Long-term condition reviews
• Referrals or follow-up questions

Can I use Anima to request a repeat prescription?

Currently, the process of requesting medication through Anima is not the easiest way. If you would like to request your prescriptions online we would recommend you use the NHS Wales App.

Can I book nurse appointments through Anima?

Although you can request nurse appointments through Anima, it would be easier and quicker to be booked by calling us in the usual way. The only appointments that should really be requested through Anima are GP appointments. However, we are hoping to make some nurse appointments available directly through Anima in the near future so please keep an eye out for this.

If you have a chronic condition you can continue to book these appointments by telephoning 01646 624192. Please note: You will be unable to book a GP appointment by ringing this number. These requests must be submitted via Anima.

I don’t want to use Anima, I just want to see a GP

We strongly believe that accessing services, advice and guidance this way is much more efficient in comparison to previous models.  It only takes up to 10 minutes to complete an Anima submission and 2-3 minutes for a GP to process.  Research shows that 70% of patient requests can be closed without the need for a face-to-face appointment which means that you may not even have to come to the surgery.  Also, you can access NHS based help via Anima anytime, even outside of surgery hours during the week.

Is Anima an App?

No, Anima is not an app currently. It can only be accessed through the website. The Anima team are working on full integration with the NHS Wales app and we will update you when this has happened.

Can I contact Anima directly?

Yes! We would encourage you to email Anima’s support team on support@animahealth.com if you have trouble using the website.

Is my data safe?

Yes. Anima is certified to NHS and UK government standards. All data stays in the UK and is encrypted.