16/09/2025
From 29th September, we will be changing how we book appointments at Balmoral Surgery. All patients requiring an appointment will now have to make a request through Anima, our online consultation tool which is available on our website.
The new system is known as total triage and is part of the Modern General Practice Model supported by the NHS. The aim of the new system is to avoid the “8am” rush, as the online consultation tool will be open all day. Requests will be triaged by a GP and patients will then see the right clinician at the right time.
At Balmoral Surgery we have been slower than some other practices to adopt this new way of working, as we have concerns that this new system does not support patients without the internet, a smart phone or a computer. However we are now in a position where ignoring this new way of working is not an option, as this is very much linked to our compliance with our NHS Contract.
For those patients without access to the internet, a smart phone or a computer, our Care Navigators have access to a more condensed version of the Anima tool, and will complete this with the patient. This can be done over the phone, or in a private room at the practice.
