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Contact Us Online
Get in touch via our online platform
What is Anima?
Anima seamlessly and confidentially integrates with your medical record bringing improvements to how you access care and appointments and how our staff assess your condition. While you are still able to call the surgery, the online triage form through Anima will ask you the same questions, streamlining the process. This is another option for our patients to use to contact us about a medical problem, admin request or ask a simple question.
Anima is open Monday to Friday, from 8am to 6.30pm
Anima guide for beginners
We understand that using a new system can be daunting. Not everyone can grasp what to do right away. Therefore we have created this beginner’s guide to help you through the process of starting with Anima.
What is Anima?
Anima is an web page that allows you to submit medical queries to us without having to visit or call the practice.
Anima is not an app
You do not need to download or install anything onto your computer, tablet or phone. It is completely web-based, meaning as long as you can access the internet on your device, you can use Anima.
How do I begin?
You will need to create an Anima account. You have 2 options when doing this. If you have an NHS login you can use that. Otherwise you can use your email address and create a password.
NHS login or email – how do I decide?
In short, if you already use the official NHS App you will have an NHS login. This would have been created when you started using the NHS App. If you know your login details you are able to link this directly to Anima.
However, if you do not have an NHS login, (or do not know your login details), it may be preferable to choose the standard email login method where you can create a password of your choice.
Let’s Proceed!
Whether you choose to use the NHS login or email login, the next step is to go to the Anima login page. The simplest way is to follow the links on our website and when presented with the option to use Anima.
This will take you to the Anima site.
From here, you can choose to either continue with the NHS login and click on the blue NHS button titled ‘Continue with NHS login’, or you can choose to continue with your email address; in which case you type in your email address and click on ‘Continue with Email’.
The first time you do this you will be taken through the process of creating your Anima account. For example it will ask you for a password and some more details about you so that we can match you up with your medical record we hold for you.
Enter your email address or use the NHS login, Anima will remember you and will log you into your Anima account.
Please select 'The Medical Centre Group' is you are asked to select your GP surgery. This is the same for both Northumberland court and Grove Green patients.
Now you’re all set. All you need to do now is click on the blue button titled ‘Submit a new request’. Pick ‘Medical request’ and follow the instructions on-screen. Take your time as you will have 30 minutes to complete the form.
Once you have completed the form and answered all the questions, your request is sent right to us. Requests are not dealt with on a first come first served basis. Instead, Anima intelligently ascertains the urgency of all the requests coming in and our team of care navigators and clinicians are triaging appropriately.
Remember, there are only so many clinicians and we only have a certain amount of appointments available in any given day. Those who clinically need to be seen will be prioritised over less urgent requests. We cannot offer you an appointment if we physically do not have any to offer. In these instances, you may be directed to other NHS services in order to get the help you need in the quickest and most timely manner.
You can then view the status of your request by logging in to your Anima account and clicking on the link titled ‘Your requests’.
Useful Youtube videos
- How to create your account
- How to submit a request
Are you a New Patient?
If you were previously registered with a practice that used Anima then your account will need updating.
Anima accounts are linked to your GP practice but do not automatically update to your new practice when you move surgeries. This will need to be amended manually.
How do I change my Anima GP practice?
Once logged into your account, select the settings.
Within the settings is an option ‘I’ve changed my GP practice’, select this and then navigate to the bottom of the page to the GP practice option. Here you can search for your registered GP practice and select the correct one.
Remember to save your changes and your Anima requests should now be sent to the correct GP. If you need any further help, do not hesitate to contact us.
FAQ's
What is Anima?
Anima is an online system that helps us manage medical and admin requests in one place. Please choose The Medical Centre Group if you are asked for your GP surgery (this applies to both Northumberland court & Grove Green patients)
What can I use Anima for?
- Appointments
- Sick notes
- Admin queries
- Referrals
Please submit repeat prescription via the NHS App
How do I use Anima online?
Head online
- Go to surgery website and click appointments and book appointment. Choose The Medical Centre Group if you are asked for your GP surgery (this applies to both Northumberlandcourt & Grove Green patients).
- Enter your personal details
- Type in your health/admin problem and send your request to us
- Wait for us to get in touch with you.
Alternatively, you can send a request directly through your NHS App.
Submit
When you need medical care, or if you have a different query, you can use the online form to submit your request directly to us.
Review
Our GP will look at your request and will decide the best next step for your problem. If your request is urgent, we will contact you quickly – and if it is not urgent, it may take a bit longer. We always aim to reply within one working day.
To get in touch with you, we might call or text you depending on the contact information you have given us or how urgent your problem is. If we get in touch via text message, we will send you a safe, secure web link which lets you see what the clinician has decided or book an appointment.
Do I have to go online? Can I still call or visit the surgery instead?
The choice is up to you. Most people find it easiest and quickest to submit a request online, because it means not having to wait in a queue. But you can still call or visit us if you would prefer a receptionist to help you submit a request; they’ll use the same online form.
Why can’t I just get an appointment straight away?
We don’t offer appointments immediately, because our triage team need to decide what kind of care you need. This means that we can prioritise helping people who genuinely need our care the most. It also means that appointments aren’t snapped up in the ‘8am rush’ like they used to be.
If the triage team decides your problem is urgent, you will be offered an appointment as soon as possible – likely on the same day. If your issue isn’t urgent but we want to see you in an appointment, we will aim to contact you about booking a routine appointment when one becomes available. Otherwise, we might tell you about a better way to treat your problem, such as visiting your local pharmacy or , or your clinician might be able to provide immediate advice without needing an appointment.
Why do I need to answer so many questions on my Anima form? Some of them don’t seem relevant.
Anima will ask you certain questions depending on other answers you have given in the form. Though some questions might not seem relevant, they can help our triage team to understand your condition better or identify any other potential health issues.
Can I see the same GP for my health problem?
We will always do our best to help you see the same clinician if it is about an ongoing health problem. You’ll be able to let us know your preferred surgery and clinician when we contact you to book an appointment.
I can’t find the right form on Anima for my health problem – what can I do?
If you are submitting a new medical request on Anima but aren’t sure which health issue to select, you can click My problem isn’t listed above at the bottom of the page. There, you can continue to complete your Anima request.
Why might I not be offered a GP appointment?
Sometimes, seeing a GP might not be what you need – lots of minor illnesses can either be treated at home or by your community pharmacist. Also, sometimes we might urge you to seek more urgent help from 999, your nearest Emergency Department (A&E) or Urgent Treatment Centre if we think your issue is more serious.
How will I know when you will call me back about my request?
After you send us a request, we will contact you as soon as we can. How long this takes depends on how busy we are and how urgent your problem is. Please ensure that you answer call from the surgery.
We always deal with urgent problems first, and some days we get a lot of requests – we usually receive about 500 requests each day. If your problem is not urgent, it may take us a little longer to get back to you — but we will always reply in a reasonable time.
When you send us an Anima request, please try to keep your phone nearby if you can, as we may need to call you to offer an appointment or give urgent advice.
Do I still need to call at 8am for urgent appointments – and 10.30am for routine appointments?
We no longer do this, thanks to the new system. It means we prioritise offering appointments to those who truly need one. It also means that you won’t need worry about trying to queue at the beginning of the day for an appointment. By using the online tool, it is easier than ever to contact us at a time convenient for you.
And regardless of when you submit a request, we’ll contact you within an appropriate amount of time for your needs.
Do I need to create an account to use Anima?
No – you don’t need an account for Anima. When you click on the Anima link for your surgery The Medical Centre Group, you will simply need to give us a few key details about yourself – your name, date of birth, postcode and phone number – to help us confirm that you are a registered patient with us.
There are too many apps! Which one should I use for my needs?
With lots of different digital services available, we appreciate it can be confusing knowing which one to use.
Here’s a quick summary of how we recommend you manage your health online:
- Submit an online request using Anima for appointments, sick notes, admin queries, referrals and follow-up questions.
- If you are finding it too difficult to use the online form, you can still call us and a receptionist will help submit a request for you.
- Use the NHS App or NHS website to manage or cancel existing appointments, view your patient record, find letters from your GP or hospital, view test results, order repeat prescriptions, use NHS 111 advice and find local health services.
What is the ‘clinician-led triage team’, and who does it consist of?
The triage team assesses the urgency and best course of treatment for every patient’s medical request.
Our triaging team is made up of a group of experienced clinicians, who will review medical requests and make all clinical decisions on patient care. These clinicians are supported by senior admin colleagues who work under the direction of these clinicians to help process patient requests. This allows the clinicians in the triage team to focus on ensuring people receive the best care to meet their needs – less time on paperwork and more time for helping patients, which is what everyone wants!
Likewise, we also receive non-medical requests through Anima. Our admin colleagues in the triage team will be there to deal with these admin requests directly, allowing the clinicians to focus on triaging medical requests.
Is my data safe?
Yes. Anima is certified to NHS and UK government standards – all data stays in the UK and is encrypted.
I’m having trouble submitting a request – what can I do?
We’re always happy to help – if you’re having issues using Anima, you can:
- Call us or visit one of our surgery reception desks for support
- Visit the online Anima Help Centre for more frequently asked questions