Total Triage

 

To keep our patients as informed as possible, we have some upcoming improvements to share with you. 

From Wednesday 1st October 2025, we will be transitioning to a ‘Total Triage’ appointment model with the assistance of Anima.

 

What is Total Triage? 

By implementing a Total Triage model, we will be providing a fair and equitable service. We are really hopeful that this change will ensure that, those who need an appointment are seen by the most appropriate clinician. This will help us to provide the best care possible for you.

 

How will Total Triage work? 

All medical and administrative requests will be submitted via our online platform ‘Anima’. All requests will be triaged by our Care Navigation team, supported by a GP and appointments will be arranged as appropriate. Anima will be available between 8am to 6.30pm. 

For same day appointments, the Care Navigation team will call you directly to arrange.

For routine appointments, you will receive a self-booking link where you can select an appointment that is convenient for you. 

All appointments will be made up of face to face and telephone calls. 

 

What is Anima? 

Anima is an online platform used by the NHS to facilitate communications between patients and their GP practice. This platform allows patients to submit various requests, such as medical or administrative queries online. 

 

When can you access Anima?

Anima will be available 8am to 6.30pm Monday to Friday.

 

How can you use Anima?

Patients can access Anima with or without an account. However, if you do create an account this will allow you to log in when you wish to see the status of your request, book appointments and contact the practice. Patients will be able to access Anima via our website or directly using this link

Patients can set this up before our live day on the 1st of October 2025. Please note, your email address must match the one saved within our medical records. If they do not match, you may not receive any responses from the practice. 

To update your details, please use our secure online form

 

What if I do not have internet access or a smartphone? 

Don’t worry, our phone lines will remain open, where our friendly reception team will submit Anima requests on your behalf. 

We would encourage those who are able, to submit an Anima themselves. This keeps our phone lines available for those who need our support. 

 

How soon will I hear back?

All clinical requests will be reviewed by a GP within 48 hours. Response times will vary dependant on the urgency of your request, but most requests will be responded to the same day they are submitted.

You can check the status of your query via your Anima dashboard.

 

Prescription requests

From Wednesday 1st October 2025, patients will no longer be able to request a prescription via email. The only exceptions are Learning Disability patients via the LD priority Access. 

 

How can I order a repeat prescription? 

We understand that change can be unsettling, but please know that our teams are working really hard to ensure this transition is as smooth as possible. 

We kindly request that you treat our staff with respect and patience whilst we implement these improvements.

Published: Sep 4, 2025