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Online Triage with Anima - keeping patients safe

We use Anima, our online triage system, to help us look after patients safely and fairly.

When you contact the practice, your medical or administrative request is submitted through Anima. The system uses a clinically designed algorithm to help assess your symptoms and identify how urgent your request may be. This supports our clinical team in quickly spotting patients who need same-day or urgent care.

Every request is reviewed, and where necessary, directed to the most appropriate clinician or member of our team, such as a GP, nurse, pharmacist, or administrator. This helps ensure you receive the right care without unnecessary delays.

Using Anima improves patient safety by:

• Helping us identify urgent symptoms early
• Making sure the sickest patients are prioritised first
• Reducing waiting times for patients who need help most

This approach allows us to provide safer, more responsive care, while ensuring all requests are treated fairly and carefully.

Signed: The Patient Participation Group (PPG) and Drs Khan, Webster-Smith, Pasha, Butt & Nurani (GP Partners), February 2026

What are the benefits to me?

Using your smartphone, tablet, or other internet connected device, you will be able to submit requests directly to our clinical team. The team will triage your request and respond via Anima to offer the most appropriate solution. This could include written advice and signposting, the prescribing of medication, or the offer of an appointment at an appropriate time. 

• You can provide all the information that the practice requires to help you, without waiting on the phone
• You will be asked questions based on your concerns but without the medical jargon
• You will have the most appropriate and qualified clinician respond to your request, meaning you get the best help at the best time

New Account-free login

From Monday 16th June, rather than logging into your account, you will be able to follow a link on our website to submit your request; making it simpler to submit requests for both yourself and your dependents. Please watch this video for more information: Account-less access for Patients. Alternatively, if you prefer, you can still use your existing account to submit your request.

What if I don't have a smartphone or internet access?

You can still contact the surgery via telephone or in person. The reception team will input your request into Anima on your behalf and you will then be contacted with a notification of an outcome or offer of an appointment.

How do I make a request?

Simply click on ‘Submit request’ to start a new online request. You will be asked some questions about your concern. Please complete these with as much detail to ensure you can be seen by the correct clinician.

What happens to my request once I have submitted it?

Your request comes into the surgery to be reviewed by one of our GPs. We will then contact you with the outcome of your request. This could be with:

• An appointment that day or a subsequent day
• A phone call that day or a subsequent day
• A text message responding to your query
• Advice to go to a pharmacy or another NHS service.

The GP will decide what is best for you based on your clinical need. If your request is related to an admin query, we will pass your request to the most appropriate member of the team. 

You will be notified of the surgery's response by NHS app alert, SMS, email or telephone call. If you have not downloaded the NHS app yet, please do so and enable notifications as this wil be the quickest and most efficient way of receiving responses from the surgery.

What are the benefits of using Anima to the practice?

As a practice, Woodcote Medical will benefit because:

• We will be able to see your request in a clear and structured format.  
• We will have more information about your concern so that we can refer you to the correct person quickly. This means that you will get a quicker response to your request.  
• Your requests will come into us with a rating so we can prioritise the urgency of your request.  
• By increasing the efficiency of our triage process we hope to reduce the wait for routine appointments 

Where do I get more information?

Visit Anima Support