News

Total Triage

From 1 October 2025, in keeping with the New GP Contract, Government directive and many other GP Surgeries in England, we are moving to the Total Triage System for appointment provision.

Instead of telephoning the practice, all requests for GP and urgent appointments will require the completion of a simple online triage form, accessed from a smartphone, NHS App or our website, where you will describe your symptoms/needs.

GP practices are facing significant pressure due to declining GP numbers and rising demand. Ensuring that patients are seen by the appropriate person at the right place and time, improves patient care and experience. The concept behind total digital triage is also to prevent the “8am rush” that has become an issue for many.

Our appointments will continue to be offered according to clinical need while making sure our limited resources are put to best use.

Through September, we will have limited appointment availability as our current system winds down. Please be patient during this required process.

Why are we using this? 

• Stops the 8am phone rush
• Fair access for all patients
• Urgent cases seen quickly
• Routine care managed efficiently

How it works

• Send request – use Anima online, or ask reception if you can’t
• Reviewed – a doctor, nurse, or care navigator checks your request
• Directed – urgent, routine, or referred to another service
• Care arranged – appointment, advice, or referrals

Benefits for you.

• Request help anytime during opening hours
• Phone, online, and in-person requests treated equally
• Shorter waits for urgent care
• Multiple languages available

Anima opening times 

• Mon–Friday: 5am – 6pm
 If it closes early, we’ve reached safe capacity. 
• Closed weekends & some Thursdays (see website).

Why are we making this change?

Access to a GP appointment has been a national challenge for years.

Total Triage will significantly reduce the traditional rush to seek an appointment when surgeries open. It aims to improve patients receiving the right care at the right time.

For patients unable to contact the practice online, our reception phone lines will remain open for guidance and support in completing the form.

 Common Questions and Answers

No internet? There will be a designated device in reception where you can complete a request.

Multiple problems? One form per issue.

Housebound? Requests still needed; home visits available. Please contact us before 10:00 am 

Prescriptions: Repeat → Repeat Prescptions can be submitted via SystmOnline, NHS Health App, Anima or by bringing a completed paper copy to surgery.

Nurse reviews (e.g., smears, asthma)? Book via reception.

 Is Anima an app? No, it’s a website. Widgets can be added to your home screen which will enable you to click them, this will then take you to Anima. Please refer to a guide for the make and model of your phone, each one is different.  

Can a receptionist book a GP appointment over the phone for me directly?

No, all requests must use the form. Whichever way you contact us – online, in person or over the phone, all requests will go through the same ‘single way in’ online Total Triage process.

How do I submit an admin query?

Requests for sick notes and other administrative requests must also be made using the online form.

Can I still choose the doctor I wish to see?

You can request to see or speak to a specific doctor by stating so on the form, and we will take this into account when raising our response, but cannot guarantee this.

Published on 19th Sep 2025