Introducing Anima: What’s Changing and Why
We want to take a moment to explain an important we are making at the practice called Anima. Anima is our new system for handling patient requests, and this will go live on 28th January.
We know that whenever something new comes along, it can feel a bit worrying — especially if it sounds “digital”.
Anima is simply a more equitable way to determine our patient care/treatment plans by prioritising safely and fairly, regardless of the time and/or method of contact.
We do encourage patients where possible to submit their clinical & administrative requests to us using Anima online by visiting our website as this will help the Practice to reduce the call waiting times.
For patients who are unable to access our website online, you can contact our reception team who will use Anima in the background to help make sure your request goes to the right clinician, at the right time. This does not mean that your request will be dealt with sooner, all Anima requests go into the same triage box.
So what will actually change?
- Anima is replacing our current platform which is eConsult
- This helps us prioritise safely and fairly, particularly on our busiest days.
Appointments & Assurance:
- All Anima requests submitted online and over the phone both urgent or routine will be reviewed on the day of receipt
- Our clinical team will establish the best care/treatment plan based on the information that has been provided
- This could include sign posting to another appropriate service such as a Pharmacy, Minor Injuries or opticians etc.
- The patient will receive contact (call, text, email) from the Practice team to provide you with your care/treatment plan as guided by the Clinical Team (GP's)
Watch a video on how to use Anima here
We know many people worry that digital tools mean fewer appointments or less personal contact. That’s not the case, this system actually helps us offer an equitable service to everyone, no matter how & when they contact us.
As with anything new, we may need to tweak things once we understand where to best allocate staff capacity.
We’ll keep listening, keep improving, and keep supporting you.
Thank you for your patience, and for working with us as we make this transition.
Please be kind to our staff & team who are here to help support you through this Government mandated change.
Kind regards
Rowner medical Centre