What are the opening times for online patient requests?
You can submit a request for a medical problem, admin issue, or appointment request 24/7, 365 days a year.

How soon will I hear back?                
We aim to respond to medical requests within 1-2 working days. Some routine/admin queries may take us a few days to get back to you as we will prioritise urgent care. You can always check the status of your query via your dashboard when you log in.

The system says I have a medical emergency, but I still want to submit to the surgery?                
If, when submitting a medical concern, you are advised by the system that you should seek medical help via 111 or 999, please follow this advice. We are not an emergency service and your health issue may be better treated by emergency health professionals. We are notified when patients amend red-flagged answers in order to submit to the practice.

How will the surgery contact me?
When you create an account for online patient requests in Anima you will be asked to give your email address and mobile phone number. By giving your mobile number you are consenting to be contacted via a short text to advise when the practice has communicated with you, either as a new contact or in response to your submission. Only by logging into your Anima account will you be able to see the contact/response in full, therefore ensuring complete confidentiality between us and yourself.

Can my children have Anima accounts?              
Anima accounts can be created by patients 16 years and over. Anyone under that age should be “attached” to a parent’s account as a dependent but children over the age of 13 years can be considered for their own account. This consideration is based on guidelines called the “Gillick Competency” where it is recognised that children of a certain age may be mature enough to make decisions about things that affect them. More information about the Gillick Competency
‍
Can I submit requests on behalf of someone else?
If you would like to submit an online patient request on behalf of someone else, such as a child or relative, please create an account for yourself first. You can then add dependants to your account from the “Add children / dependants” page when you are logged in.

Can we use a shared email address to sign up to Anima?                
We would recommend using separate email addresses to sign up to Anima, you can set up a new email address using Outlook or Gmail etc. If you would really like to use the same email address then one person will need to sign up to Anima using the existing email address and add the other person as a dependant. However, we will need written consent from both parties as medical information for one another will be accessible to both users.

What happens if I can’t access the internet or don’t feel confident using it?                           
Our Reception team are always happy to help. They are able to submit requests for you and can text you or call you back to inform you of the outcome of your request and book you in for the necessary appointment.
‍
Is Anima an App?                
No, Anima is not an app currently. It can only be accessed through the website. The Anima team are working on integration with the NHS app and we will update you when this has happened. You can log into Anima using your NHS app login credentials, or create your own unique Anima username and password.

What about my data?                               
Anima is approved by NHS Digital to be used by GP practices and the other systems involved in your care. The NHS has a lengthy assurance process to ensure Anima meet the highest standards of safety and security. Your data is safe and shared only with us for the purposes of your direct care. Your data is stored and sent securely using industry best practices. Only data that is necessary to provide you with care is collected.