Appointments

What is Anima?

Anima is a secure online communication system that has been through thorough NHS assurance checks for clinical safety, data protection, and security. It allows you to submit medical or administrative requests to the Newbury Street Practice. It collects the information our team needs and routes it to the best team member to help with your request. Anima should not be used for life threatening emergencies and can detect emergencies and will recommend you call 999.

Why has the Newbury Street Practice introduced Anima?

Anima was introduced to improve access to the practice, reduce pressure on our telephone lines, and help us manage increasing demand safely. It allows requests to be reviewed and prioritised according to urgency, ensuring fair access to the practice.

How do I submit a request to the practice?

There are multiple ways to put in a medical or administrative request with the practice; requests can be made on our website, through the NHS app, and over the phone with Andi, our digital receptionist, or a member of our reception team. We also have a tablet available at reception upon request if you would like to submit a request whilst at the practice. Requests can also be submitted on your behalf by a family member or carer through any of the above methods.

What if I don’t have access to the internet to fill out a form or use a booking link?

Requests can be submitted to the practice over the phone to Andi or a team member and in person at reception by requesting to use our tablet. If you do not have internet access or a smartphone to use a booking link, let us know in your request and we will call you to book your appointment.

What happens to my request once it is submitted?

Once submitted, your request is rated according to urgency and then triaged in order of urgency and date submitted. Once your request has been triaged you will be contacted with the outcome either by text, email, or phone call.

Can I come into the practice to book an appointment?

For most appointments, you will first need to submit a request through Anima. Once your request has been reviewed and triaged, we will either send you a booking link or call you to arrange an appointment.

If you are unable to book using the link provided, or if we have been unable to contact you, you can call the practice or visit reception and our team will be happy to help you book your appointment.

Some appointments do not require a triage request and can be booked directly by phone or at reception. These include appointments you have been asked to book by a GP, such as blood tests or ECGs, and routine monitoring appointments such as long-term condition reviews.

Who / What is Andi?

Andi is a digital AI receptionist who can fill our medical or administrative requests for you over the phone and submit them directly to the team.

Can I speak to an actual receptionist and not a digital receptionist?

Absolutely, the option to speak to a member of the team is still on the call flow and if you are speaking to Andi and decide you would like to speak to a human you simply need to ask him to transfer you into the queue. Please be aware that the queue to speak to a team member can be lengthy during peak hours which is why we recommend using Andi or filling out a request on our website as the fastest ways to submit your request.

Why are the forms longer now?

When you fill out a request the Anima system will choose an appropriate questionnaire for you to fill out based on your presenting issue. While these questionnaires take a bit longer to complete due to being more detailed than our previous system, the additional information enhances clinical decision making and prioritisation leading to a safer and faster response from our team.

Has it worked?

Since we introduced anima in mid-July, we have received and processed over 11,000 requests. Of that, 40% of requests reach us between 8 and 9am. Before Anima this would mean significant phone queues and patients being asked to call back the next morning. Now we can capture every request. With our previous system we reached our safe cap sometimes within an hour of opening, now we can keep it open hours longer and often all working day. 87% of urgent requests are actioned on the same day, typically within an hour. 60% of appointments booked through Anima are on the same day and our wait for routine appointments has reduced from around a month to about 2 weeks.

What is the best way to contact the practice?

Online through our website remains the simplest and fastest way to put a request in with the practice. Our phonelines remain open daily and we will always do our best to help at the front desk.