Anima
Anima is a new digital triage system which was introduced in January 2024, bought in to replace eConsult. GP practices are experiencing significant strain with increasing demand. Ensuring that patients are seen by the appropriate clinician in the right place and the right time means that patient care and experience is improved, and it reduces pressure on GP practices, allowing GPs to spend their time where it is needed the most. The idea behind a total digital triage is also to avoid the “8am rush” that has become a problem for many.
Anima seamlessly and confidentially integrates with our systems to help improve how patients access the care they need. Requests can be submitted from 4am, to submit a request please click below.
Telephone Booking
The telephone lines at both surgeries can be very busy during peak times first thing in the morning, please consider using Anima (see above) to save you waiting. If you are ringing to arrange an appointment you should submit an Anima request as close to requiring the appointment as possible, you can call (preferably after 10am) but reception will complete the Anima triage request on your behalf, this may take several minutes. If you will require a translator at your appointment, please let reception know when making the appointment so this can be arranged.
Following feedback from patients we are now using a new call back system, if you prefer not to wait in the queue the new system will hold your place in the call queue and automatically call you back when you reach position one.
You will need to stay available to answer the phone where you will be put through to our reception team to deal with your enquiry, please note that the system will try to reconnect your call twice before you lose your place in the queue and you will then need to call us back.
For Swan Surgery please telephone (01284) 770440.
For Forest Surgery please telephone (01842) 810206.
PLEASE NOTE: If you have an infectious condition, such as Covid-19, Chicken Pox, Shingles, Measles or you have had contact with TB please DO NOT come to the Surgery, instead make a note of this on your Anima request or make the receptionist aware if they are submitting a request on your behalf, a clinician will call you for more information and if they feel you need to be seen following the telephone call they will arrange this with you. You would be expected to wait in your car, calling us to inform us of your arrival. When the clinician is ready with the relevant PPE, they will come and get you.
In Person
We are open. You can visit our friendly and helpful team on reception for any general queries. Please be kind and respectful to our team who do a difficult job, they can provide guidance and advice on how to get help for your medical need, please listen to their advice, they are unable to book appointments on your behalf and are unable to submit or complete Anima requests with patients at the front desk, you will be asked to call the reception team from a more private area where a team will take the call and are happy to submit these on your behalf. Our front desk is an open area and due to the nature of some of the questions on the Anima triage system it is not appropriate to go through this with a patient at the front desk. Thank you for your understanding.
Online Booking
We have recently reintroduced our online booking system, there are select appointments available via SystmOnline or your NHS App. We are currently able to offer the following appointments that you can book yourself online;
- BP Check
- B12 Injection
- Childhood Vaccinations
- Cervical Smear
- Pill Check
Each slot will tell you what it can be booked for. Please only book for the condition listed in the slot, any slots booked by patients for the incorrect service will be cancelled with no notice and the clinician will be unable to see you. We are regularly auditing this process to make sure the availability of appointments is satisfactory as well as to make sure appointments are not misused.
If for any reason you are unable to attend your appointment, please contact the Reception Team as soon as possible so that the appointment can be made available to another patient. You can also submit an admin request on Anima to cancel an appointment or use the LiveChat function on our website.
