UPDATE: Anima
An update on our new Anima system from Casper, our Executive Manager and DI, PPG chair.
A note to our patients,
Dear Patient,
We are writing to you regarding our new online request system, Anima, and to address some of the challenges with this new system.
Feedback
Since introducing Anima, patients have been offering positive and negative feedback. The Patient Participation Group (PPG) and 168 Medical Group would like to address some of the negative feedback.
New process
The aim of Anima is not to make access more difficult, although as patients acquaint themselves with this new system it may appear so, but rather to ensure that:
- Urgent cases are prioritised quickly and appropriately
- The practice has more information available to make a quicker decision on the right solution for your request.
When completing an Anima request it can take considerably longer than the previous system, askmyGP. We all fully understand that this can cause anxiety and frustration, particularly until patients are used to using Anima, which includes the increase in questions being asked.
However, this is an important part of the system: The additional details provided by patient responses enables the clinical team to better understand each patient’s needs, clinically prioritise requests to ensure patients are directed to the most clinically appropriate, and efficient, solution e.g. an appointment with a GP, a Nurse Practitioner, Health Care Assistant or Physiotherapist.
It is appreciated that patients are concerned that the extended time taken to fill in an Anima request might mean that, once completed and sent, that capacity may be met and the system shut down for the day. We can confirm to patients that Anima, unlike askmyGP, is designed to remain open for patient requests from 8am to 6.30pm, Monday to Friday. Please note:
- We would ask that urgent requests are completed before 4.30pm to allow time for the completion of triage and on the day appointments to be offered.
- The surgery will continue to close for routine request every third Thursday of the month, which means the online system will not be available after midday. You can still call the practice with urgent requests though. This was the same when we had askmyGP.
Demand on phone lines
Since going live a few weeks ago, the practice has seen an increase in telephone demand of nearly 10%. The PPG and the practice believe that patients are choosing to contact the surgery by phone rather than using the online system, particularly during this time of adjustment.
We would encourage all patients to use the online system, Anima, where possible. When contacting the surgery by telephone, reception staff have to complete exactly the same Anima questions on your behalf. This means that waiting on the phone and then completing the form with a member of staff can often take significantly longer than a patient submitting a request themselves online.
Redirection to other services
The PPG and practice are also aware that some patients have been redirected to attend A&E or Minor Injuries Units. While we are sorry to hear this, it is important to clarify that the surgery is not an emergency service and if a patient selects options such as: Severe difficulty breathing / Signs of a stroke or heart attack / Sudden or rapid swelling, which describe urgent or severe symptoms, this will indicate that hospital-based urgent care is required and the most appropriate and safest place to be seen for rapid and effective treatment.
Get in touch
Your support and understanding during this transition is greatly appreciated by us all and any ongoing feedback patients can offer will help. Patients are welcome to contact the PPG on ppg168medical@outlook.com and the practice on bnssg.168enquiries@nhs.net.
Sincerely,
Casper, Executive Manager 168 Medical Group
Di, Chair of 168 Medical Group Patient Participation Group