Royal Primary Care patients should submit all their medical and admin requests to us using our online tool, Anima.
Below you can find the most frequently asked questions about Anima.
What is Anima?
No matter how you contact us – online, by phone, or at reception – the process is the same. You can choose the way that works best for you.
Anima is open Monday to Friday, from 7am to 6.30pm:
- 7am to 4pm – for all medical and admin requests
- 4pm to 6.30pm – for admin and non-urgent medical requests only.
What can I use Anima for?
- Appointments
- Sick notes
- Admin queries
- Referrals
Please note that we do not currently accept prescription requests through Anima. You can do this via the NHS App, Airmid or SystmOnline.
How do I use Anima online?
1 – Head online
Click on your surgery’s Anima link and enter your personal details to get started.
2 – Submit
When you need medical care, or if you have a different query, you can use the online form to submit your request directly to us.
3 – Review
Our trained clinical triage team will look at your request and will decide the best next step for your problem. If your request is urgent, we will contact you quickly – and if it is not urgent, it may take a bit longer. We always aim to reply within one working day.
To get in touch with you, we might call or text you depending on the contact information you have given us or how urgent your problem is. If we get in touch via text message, we will send you a safe, secure web link which lets you see what the clinician has decided or book an appointment.
Find out how to submit a request on Anima using the tutorial video below.
Do I have to go online? Can I still call or visit the surgery instead?
The choice is up to you. Most people find it easiest and quickest to submit a request online, because it means not having to wait in a queue. But you can still call or visit us if you would prefer a receptionist to help you submit a request; they’ll use the same online form.
Why can’t I just get an appointment straight away?
We don’t offer appointments immediately, because our triage team need to decide what kind of care you need. This means that we can prioritise helping people who genuinely need our care the most. It also means that appointments aren’t snapped up in the ‘8am rush’ like they used to be.
If the triage team decides your problem is urgent, you will be offered an appointment as soon as possible – likely on the same day. If your issue isn’t urgent but we want to see you in an appointment, we will aim to contact you about booking a routine appointment when one becomes available. Otherwise, we might tell you about a better way to treat your problem, such as visiting your local pharmacy or an Urgent Treatment Centre, or your clinician might be able to provide immediate advice without needing an appointment.
Why do I need to answer so many questions on my Anima form? Some of them don’t seem relevant.
Anima will ask you certain questions depending on other answers you have given in the form. Though some questions might not seem relevant, they can help our triage team to understand your condition better or identify any other potential health issues.
Can I see the same GP/nurse for my health problem?
We will always do our best to help you see the same clinician if it is about an ongoing health problem. You’ll be able to let us know your preferred surgery and clinician when we contact you to book an appointment.
Why can’t I always get an appointment with the same surgery or clinician?
We’ll always try to offer you an appointment at your nearest or preferred surgery. However, sometimes this might not be possible – often because of demand for appointments being higher than what we have available.
Booking appointments at other RPC surgeries can be especially helpful if we need to see you quickly, but we know it isn’t always easy for patients to do this. If your issue isn’t urgent and you’d rather wait for an appointment at the surgery you have chosen, we will let you know when one becomes available.
I can’t find the right form on Anima for my health problem – what can I do?
If you are submitting a new medical request on Anima but aren’t sure which health issue to select, you can click My problem isn’t listed above at the bottom of the page. There, you can continue to complete your Anima request.
Why might I not be offered a GP appointment?
Sometimes, seeing a GP might not be what you need – lots of minor illnesses can either be treated at home or by your community pharmacist. Also, sometimes we might urge you to seek more urgent help from 999, your nearest Emergency Department (A&E) or Urgent Treatment Centre if we think your issue is more serious.
How will I know when you will call me back about my request?
After you send us a request, we will contact you as soon as we can. How long this takes depends on how busy we are and how urgent your problem is.
We always deal with urgent problems first, and some days we get a lot of requests – we usually receive about 500 requests each day. If your problem is not urgent, it may take us a little longer to get back to you — but we will always reply in a reasonable time.
When you send us an Anima request, please try to keep your phone nearby if you can, as we may need to call you to offer an appointment or give urgent advice.
Do I still need to call at 8am for urgent appointments – and 10.30am for routine appointments?
We no longer do this, thanks to the new system. It means we prioritise offering appointments to those who truly need one. It also means that you won’t need worry about trying to queue at the beginning of the day for an appointment. By using the online tool, it is easier than ever to contact us at a time convenient for you.
And regardless of when you submit a request, we’ll contact you within an appropriate amount of time for your needs.
Do I need to create an account to use Anima?
No – you don’t need an account for Anima. When you click on the Anima link for your surgery, you will simply need to give us a few key details about yourself – your name, date of birth, postcode and phone number – to help us confirm that you are a registered patient with us.
There are too many apps! Which one should I use for my needs?
With lots of different digital services available, we appreciate it can be confusing knowing which one to use.
Here’s a quick summary of how we recommend you manage your health online:
- Submit an online request using Anima for appointments, sick notes, admin queries, referrals and follow-up questions.
- If you are finding it too difficult to use the online form, you can still call us on 01246 748000 and a receptionist will help submit a request for you.
- Use the NHS App or NHS website to manage or cancel existing appointments, view your patient record, find letters from your GP or hospital, view test results, order repeat prescriptions, use NHS 111 advice and find local health services.
Many of our patients also currently use Airmid and SystmOnline for some of these services. However, we are reviewing the need for these apps and will make further announcements on whether we will continue to use Airmid and SystmOnline.
What is the ‘clinician-led triage team’, and who does it consist of?
The triage team assesses the urgency and best course of treatment for every patient’s medical request.
Our triaging team is made up of a group of experienced clinicians, who will review medical requests and make all clinical decisions on patient care. These clinicians are supported by senior admin colleagues who work under the direction of these clinicians to help process patient requests. This allows the clinicians in the triage team to focus on ensuring people receive the best care to meet their needs – less time on paperwork and more time for helping patients, which is what everyone wants!
Likewise, we also receive non-medical requests through Anima. Our admin colleagues in the triage team will be there to deal with these admin requests directly, allowing the clinicians to focus on triaging medical requests.
Is my data safe?
Yes. Anima is certified to NHS and UK government standards – all data stays in the UK and is encrypted.
I’m having trouble submitting a request – what can I do?
We’re always happy to help – if you’re having issues using Anima, you can:
- Call us or visit one of our surgery reception desks for support
- Visit the online Anima Help Centre for more frequently asked questions and support.