From Monday14th April 2025 Lion Health will be using Anima. A new, quick and simple way to request appointments and manage your healthcare.
What is Anima Online Triage?
We are pleased to announce an update to the way our patients can request appointments and other healthcare-related items. We have introduced a new triage system called Anima.
Anima seamlessly and confidentially integrates with your medical record bringing improvements to how you request appointments and how our staff assess your condition.
Anima allows our team to continue to improve access times by helping us to direct you to the most appropriate care for your medical needs. This ensures we make use of our limited resources in the most safe and efficient way. All requests for appointments will go through the same process and be offered according to clinical urgency and need. By using this triage system, it means that patients will be managed more equitably and effectively, connecting our patients to the right person for the right service.
Online request through Anima will be our preferred method of communication. However, if you have no alternative but to call the surgery, our trained Care Navigators will take you through the same process over the phone.
Why have we changed to Anima?
GP practices are experiencing significant strain with declining GP numbers and increasing demand. Ensuring that patients are seen by the appropriate clinician in the right place and the right time means that patient care and experience is improved, and it reduces pressure on GP practices, allowing GPs to spend their time where it is needed the most. The idea behind a total digital triage is also to avoid the “8am rush” that has become a problem for many. This approach is supported by NHS England who have advised that GP surgeries consider this approach in future.
When should I use Anima?
You can use Anima to for the following:
- To submit a request for a routine, urgent or follow up appointment for new or on-going concerns
- General medical advice for new or on-going concerns
- Prescription ordering and queries
- Requests for sick notes
- Flu and other Vaccination enquiries
- Contraceptive and HRT queries
- Wound Care and Dressings
- Child, Adult and Travel Immunisations
- Chasing test results
- Requesting a form or letter to be completed by a clinician
What are the opening times for Anima?
We aim to have Anima open for online requests from 8am – 6pm every weekday. Occasionally we may have to close Anima early if the surgery is closed for training. We may also close online submissions if we reach capacity, this is to ensure we are able to safely manage the clinical workload. If you find Anima is closed due to reaching the maximum number of submissions for that day, you will be able to call the surgery if your medical request is urgent for the day.
How soon will I hear back?
We aim to respond to all medical queries the same day. Your request will be assessed by our GP led triage team and we will contact you with the outcome of the assessment. If an appointment is needed we will offer you appointment times with the appropriate clinician and within the timescales identified by the triage team.
Administrative queries may take us a few days to get back to you. Please don’t call the surgery to chase your Anima requests.
What happens if I can’t access the internet or don’t feel confident using it?
- You can give permission to a friend or family member to submit a request on your behalf using the Anima link. You don’t need an account to log in to.
- We have a number of Anima Ambassadors in the surgery who will happily support you to access Anima on your phone. They will be available to take you through the process step-by-step to build your confidence.
- We have an Anima Submission Station at the surgery, so you can pop in and complete an online request. No more waiting at the reception desk to ask for an appointment.
- If your only option is to call the surgery, our trained Care Navigators will complete the online form on your behalf.
Can I use Anima to request a repeat prescription?
Yes you can, however, the current process of requesting medication through Anima is not the easiest way. We would recommend you use the NHS app to request your repeat prescriptions.
You can also drop a paper repeat prescription request into our post box at the surgery.
Can I request a nurse appointment through Anima?
Yes, you can certainly use Anima to request nurse appointments, for example Travel Clinic Appointments or requests for Vaccinations. You can also use Anima to book directly for a Cervical Smear.
Is Anima an App?
No, Anima is not an app currently in its own right. You access Anima through a website.
You can access the website using this link Anima
You can also use the QR codes that will be reception to take you straight to the Anima Request Submission page.
Can I still use Anima if I don’t have a mobile phone?
Yes. When you access the Anima Submission page it will ask you to enter a mobile number. This doesn’t need to be a mobile number, but we will require a phone number to call you back on, so this can be a landline number.
Can I submit a request for a family member or someone I care for?
Yes you can. Anima will ask you if you are submitting a request on behalf of someone else – this may be useful to submit requests for children, or elderly relatives for example. It will ask for the patient’s details and yours. It will also ask you who we should contact with the outcome of the triage.
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 we meet the highest standards of safety and security. Your data is safe and shared only with Anima 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.
Can I contact Anima directly if I am having problems submitting requests?
Yes! We would encourage you to email Anima’s support team on support@animahealth.com if you have trouble using the website.