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Getting Started
Click the 'Submit an Online Request' button at the top of this page. When registering for the first time, please select GP Pathfinder Clinics (this includes Hazeldene, Crest, Chamberlayne, and Eagle Eye Surgeries). Need help? Call reception at 020 8902 4792, and we’ll assist you.
What is an Online Request?
An online request is the easiest and quickest way to beat the phone queues to connect with us 24/7. Whether you need to request an appointment, seek medical advice, or handle an administrative query, our new platform, powered by Anima, streamlines the process and directs your request to the right team. Depending on your needs, we may respond with advice, a face-to-face appointment, a telephone or video consultation, or email updates. Submit your request anytime 7 days a week, and we’ll ensure you get the right care and support promptly.
Why Have We Changed?
We’ve introduced Anima based on feedback from our patients and successful testing with our Patient Participation Group (PPG). Patients valued Anima for its ease of use, efficiency, and ability to streamline how care is accessed. With Anima, we aim to provide faster responses, improve access times, and ensure you’re connected to the right care at the right time.
For patients who meet any of the criteria below, please be reassured you can still call the surgery on 020 8902 4792 where one of our Reception team will be able to assist you:
Please Note: Online patient requests are not for emergencies. They are designed for urgent and routine medical or administrative requests. If an emergency issue is identified while using online patient requests, the system will guide you to the appropriate emergency service to ensure you receive prompt care. For emergencies, you should contact 999 or NHS 111 directly.
Please see the Anima tutorial video to see how to create an anima account.
If you need further support please ring the surgery or contact the Anima Support Team
Please see the Anima tutorial video to see how to create an anima account.
If you need further support please ring the surgery or contact the Anima Support Team
Please see the Anima tutorial video to see how to create an anima account.
If you need further support please ring the surgery or contact the Anima Support Team
Please see the Anima tutorial video to see how to create an anima account.
If you need further support please ring the surgery or contact the Anima Support Team
I cannot find your sugery name when searching for the practice?
When registering for the first time please enter the GP practice as GP Pathfinder Clinics (which includes Hazeldene, Crest, Chamberlayne and Eagle Eye Surgeries)
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.
