Midway Surgery Anima Guide

 Our New Appointment System: Anima

As of the 11th of June, we’re excited to introduce Anima, our new online triage and appointment system, which replaces the existing methods of obtaining an appointment. This change is part of our move to a Clinically Led Assessment Service (or total digital triage model) to make accessing care simpler, faster, and safer for all patients.

What Is Anima?

Anima is a secure, NHS-approved and user-friendly platform that integrates directly with your medical record. It helps us manage medical and administrative queries more efficiently and ensures you're seen by the right person, in the right place, at the right time.

Whether you use Anima yourself online or contact our reception team by phone, your request will be processed in the same way, ensuring fair and equal access for all patients – we do encourage you to use the online Anima platform – if you truly cannot do this, a receptionist will be able to fill out a form for you.

How It Works

Once we go live on the 11th of June, you can access the online form through the front page of our Midway website: https://www.midway-surgery.co.uk/

You can choose to make an account on their own website Anima, however this is not necessary to make use of the new system and is completely optional.

1. Submit a Request

Whenever you have a medical or admin query, submit it via Anima. If you feel you need to see a clinician, choose "I want help with a medical issue".

2. Review and Response

Your request is reviewed the same day by one of our GPs. You’ll receive a response by text and email within 48hrs, or the same day if urgent. If an appointment is needed, we’ll send you a self-booking link or a receptionist will call you. 

Why We’re Making This Change

Like many GP practices, we’re facing increasing demand alongside limited resources. By using a digital triage system, we can:

- Reduce phone wait times
- End the 8:30am appointment rush
- Ensure clinical time is used efficiently
- Respond to urgent needs more safely and quickly

This approach is supported by NHS England as a future model for general practice.

Benefits for Patients

- Submit requests at your convenience—no need to call at specific times
- Avoid telephone queues and provide information discreetly
- Track the progress of your request online
- Get clearer responses without medical jargon
- Access in multiple languages
- Receive updates by text and email

Benefits for the Practice

- Structured information helps us assess and respond more quickly
- Reduces duplicate requests
- Safer clinical decision-making through built-in triage tools
- Frees up phone lines for patients who need them most

FAQs

What are the Anima opening hours?

Anima will be accessible from 8:00am to 6:00pm on weekdays. On very busy days, we may need to close it early to manage demand safely.

What if I don’t have internet access or struggle to use it?

Our reception team can help submit an Anima request for you. Your query will be processed just like an online submission.

Can I request repeat prescriptions via Anima?

We recommend using the NHS App or your pharmacy. Anima is not the most efficient way to request medication.

Can I book nurse, HCA or MSK appointments through Anima?

Yes, although you can still book these by phone. We ask that all doctor or minor illness appointment requests go through Anima.

Need help using Anima?

Watch these helpful tutorial videos:
- How to create an account: https://youtu.be/293KkkYtvfA?feature=shared
- How to add a dependent: https://youtu.be/KevBODBMkho?feature=shared
- How to submit a request: https://youtu.be/5qnA8mFFh2A?feature=shared
- Next steps after submitting: https://youtu.be/A20J_r766UQ?feature=shared

For technical help, contact Anima’s support team: support@animahealth.com

We’re Here to Support You

We understand change can take time to adjust to. Thank you for your patience as we move to this new system. We’ve listened to patient feedback and believe Anima will bring lasting improvements to your care and experience with us.

Published on 14th May 2025