12/01/2026
“Introducing Anima: What’s Changing and Why”
Dear patients,
We want to take a moment to explain an important change we’ve made at the practice called Anima. Anima is our new system for handling patient requests, and it went live on Thursday 8 January.
This change is mandated by the Government and now forms part of the GP Contract requirements.
We know that whenever something new comes along, it can feel a bit worrying — especially if it sounds “digital”.
Anima is simply a more equitable way to determine our patient care/treatment plans by prioritising safely and fairly, regardless of the time and/or method of contact.
We do encourage patients where possible to submit their clinical & administrative requests to us using Anima online by visiting our website as this will help the Practice to reduce the call waiting times.
For patients who do want to go online, you can send us a request at any time day during Practice opening times without waiting on the phone.
If you prefer to phone us, you still can and our reception team will use Anima in the background to help make sure your request goes to the right clinician, at the right time.
So what will actually change?
- Behind the scenes, our GPs and staff are moving to a new triage system.
- Each day, one GP will focus on clinically urgent “same-day” requests, and another GP will review clinically routine enquiries.
- This helps us prioritise safely and fairly, particularly on our busiest days.
Appointments & Assurance:
- All Anima requests submitted online and over the phone both urgent or routine will be reviewed on the day of receipt
- Our clinical team will establish the best care/treatment plan based on the information that has been provided
- This could include sign posting to another appropriate service such as a Pharmacy, Minor Injuries or opticians etc.
- A member of the Practice team will be in touch with you to provide you with your care/treatment plan as guided by the Clinical Team (GP's)
Appointment Types:
- If your request is clinically urgent you will be offered a same day appointment with an appropriate clinician
- If your appointment is urgent you will be offered an appointment within one week with an appropriate clinician
- If your request is clinically routine you will where possible be offered an appointment within two weeks with an appropriate clinician.
We know many people worry that digital tools mean fewer appointments or less personal contact. That’s not the case here.
This system actually helps us offer an equitable service to everyone, no matter how & when they contact us or which site they use.
Over the last few weeks, our team has be training and preparing. You might notice some small changes to rotas and appointment types, but our aim is to make everything more straightforward for you.
As with anything new, we may need to tweak things once we understand where to best allocate staff capacity.
We’ll keep listening, keep improving, and keep supporting you.
Thank you for your patience, and for working with us as we make this transition.
Please be kind to our staff & team who are here to help support you through this Government mandated change.
Kind regards
Credas Medical
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