From 09 October, patients will be able to submit ROUTINE medical and admin requests to Welbeck Road Health Centre on the Anima website using our direct link, open 8am to 6.30pm from Monday to Friday. 

1 – Head online 

There’s no need to register or create an account – simply click on your surgery’s Anima link and enter your personal details to get started.

2 – Submit 

When you need all ROUTINE medical care, or if you have a different request or query, you can use the Anima portal to submit your request directly to us. 

3 – Review 

Your request will then be reviewed by a clinician-led triage team, who will decide on the most appropriate course of action for your care. 

Dependent on the urgency of your request, you may hear from us quickly or later in the day – but we will always aim to respond to your request within one working day (or 24 hours) and within a timeframe which is appropriate for your care needs. 

Find out how to submit a request on Anima using the tutorial video below:

Don’t worry – you can still call us or visit our Reception desk if this is better for you; the Receptionist will follow the exact same process as if you were making an online request.

No – you don’t need an account for Anima.

When you visit the Anima website (using the link specified for the Practice), you will simply need to give us a few key details about yourself – your name, date of birth, postcode and mobile phone number. 

Using the information provided, Anima will automatically find your patient record and confirm to us that you are registered with us.

Anima will let you know if you are not registered with the practice you are trying to submit a request to. 

We want to end the 8am scramble, which is a key reason for rolling out Anima. 

You won’t be offered an appointment at the point of contacting us – first, your request will be reviewed by a clinician-led triage team to determine the care you need.

We’ll then contact you to let you know if you need an appointment and how to book it – or we’ll provide you with the medical advice you need.

The purpose of the triage team is to assess the urgency and best course of treatment for every patient’s medical request – all in one place.

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 members of our Reception Team, who will 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 will also receive routine non-medical requests through Anima like we will receive routine medical ones. Our admin colleagues in the triage team will be there to deal with these admin requests directly, allowing the clinicians to focus on triaging the routine medical requests and the urgent requests that we receive via our telephones.

We recognised that our old appointments system has become increasingly unfit for purpose, as urgent and routine appointments typically become fully booked by late morning – regardless of patient needs. 

Using Anima makes it easier to manage patient requests and enables better continuity of care for those who need it. 

In the long term, we expect that this new system will also mean a shorter wait on the phone (for those who cannot use the online system or feel they require an urgent appointment which needs a GP), and in the Practice queue at the front Reception desk, as more patients will be able to contact us online without the need to speak to our Reception Team.

Yes.

Anima is certified to NHS and UK government standards – all data stays in the UK and is encrypted. 

We’re always happy to help – if you’re having issues using Anima, you can: 

• Call us or visit our Reception desk for support 
• Visit the online Anima Help Centre for more frequently asked questions and support.