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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.

Use Anima

Anima Help and Frequently Asked Questions

How do I set up an Anima account?

Logging into Anima and setting up an account for yourself or a dependent is quick and simple. You can click on the following link: or access it via the Anima Button on our Surgery’s website. Please avoid searching for Anima on Google as this will not take you to the correct link owing to each GP practice having its own Anima Homepage.

You can create an account with the same email and password you use to log onto the NHS app. Alternatively, you can set up an account with any email and password.

Anima will ask you for your full name, date of birth, home address (including postcode), phone number , email and NHS number (optional). You will also need be able to tag your named GP.

How soon after the roll out should I set up my Anima account?

Whilst there is no set time that you should set up you account, we recommend you do it as soon as possible so its ready for when you need it.

Is there an Anima app available to download?

No, Anima can only be accessed using the following link:

I can't use Anima as I don't have access to the internet/do not have an email address. Can I still contact the practice?

Yes, if you don't have access to the internet or don't have an email address, you can still contact the practice using the phone.

Reception will then complete an Anima request on your behalf. This involves us asking you multiple choice questions and your responses then being triaged using the same traffic light system we use for assessing requests made online by patients.

You may want to ask a relative or next of kin to set up your Anima account on your behalf.

We would advise, if possible, to use local amenities such as the library for free internet access or use our in house iPad.

Will Anima be available for patients when the surgery is closed?

Anima will be available for contacting our surgery Monday to Friday between 7:30am and 4:30pm. You can view your account 24/7.

If you require urgent out of hours support, we recommend visiting Sevenoaks urgent treatment Centre, calling NHS 111, Calling 999 or going to A&E.

Will the roll out of Anima mean I will eventually not be able to contact the practice by phone?

No, you will still be able to contact us via telephone. However, we encourage those who have internet access to use the online Anima form so that our phone lines are more accessible for those without internet access.

Your appointment request will be triaged in the same way, regardless of whether you fill in the online form or the practice does it on your behalf.

Will appointment requests made over the phone be given priority over those submitted via Anima?

No. The same Anima request form will be used regardless of whether you fill this out yourself online or whether you contact the practice and we do this on your behalf.

All requests are triaged using the same traffic light system, which helps allocate appointments most appropriately.

What happens if my condition gets worse after submitting an appointment request via Anima?

We will use every effort to respond to all Anima requests promptly and those that are clinically urgent will be processed and dealt with no more than 24 hours after your form is submitted.

You will also be able to monitor the progress of your request through your Anima account. However, should your symptoms change or worsen please compete a new Anima request or, if appropriate, call 999 for emergency support.

What training have your reception staff been given to run through the multiple choice questions with me?

All staff have been trained in using Anima. However, be assured our reception staff will ask you the same questions as if you're selfcompleting an enquiry form and will not themselves be deciding how clinically urgent your request is.

The questions you get asked are tailored for a variety of different conditions/symptoms and your answers will be analysed by the Anima system.

Any enquiry forms that trigger a ‘RED’ OR ‘AMBER’ alert will go straight to one of our clinicians for an initial assessment. ‘GREEN’ responses will be dealt with by our reception staff.

What if the condition/Symptom I want to enquire about isn't listed on the Anima online booking form?

If your condition is not listed, please use the 'condition not listed' option.

Is my data/personal information secure?

Anima is approved by the NHS and works with the practice in order to enable us to provide you with care. They sign specific data  protection agreements to allow us to do this, and only collect the data needed in order to make this happen.

Please be assured that your data is safe and will never be sold or passed onto another supplier without your prior agreement.

I usually contact the practice via eConsult. Should I close my eConsult account?

Our practice will is not longer using eConsult. We would therefore recommend closing your account.

Why has the practice decided to roll out Anima?

The decision was made across the board in Tunbridge Wells for all surgeries within the Primary Care Network agreeing this was the best option.

Anima is already being successfully used in other surgeries both locally and nationally.

I feel really confused as there now seems to be different platforms available for patient use. What system should I use?

We understand there are a lot of online platforms and apps available and fully appreciate this can cause confusion. Our practice supports patient choice, however we recommend using the NHS app and Anima over other systems as these best link to our internal systems.

Both Anima and the NHS app can be used with the same login details, which also reduces the need to create multiple accounts and passwords.

English is not my first language. Can I ask for an interpreter when making an appointment request via Anima?

Yes. As a practice, we take diversity and equality very seriously and aim to take all reasonable steps required to support patients with additional needs.

What about follow up appointments?

If you book an appointment with any health professionals and at the appointment they recommend a follow up, will they still be able to book that for you as they do now, or do you have to go through the whole procedure again?

If your clinician advises you to make a followup appointment, we recommend booking this via reception whilst you're still on site. Reception will be able to book you into a designated ‘follow-up appointment’ slot without needing to go through Anima. If it is not convenient for you to do this, you will need to use Anima and complete a ‘new’ enquiry form.

Will it be possible to add photos to the Anima online enquiry form? If so, how do I do that?

Yes, if its appropriate to add photos, Anima will give you the option to do so whilst completing the enquiry form.

Is Anima just a new name for eConsult?

No, both are totally seperate companies. Our practice is no longer using eConsult so we recommend you close your account to avoid future confusion.

Will it still be possible to make an appointment with my named/preferred GP? Or will I just have to go with whichever GP is on duty that day?

Whilst every effort will be made to book you in with your named GP, if we believe you need a same day appointment based on your request, you may have to see whichever clinician has availability.

Why are we using Anima?

The NHS plans for all general practices to offer a ‘digital front door’ and we have chosen to use this platform to make our services as accessible as possible.

How can I complete my own Anima request?

The following devices/resources can be used:

  • Surgery iPad (level 1 reception)
  • Your own electronic device
  • Facilities on offer at the library

If you cannot use the above, our reception staff can complete an request on your behalf.

What do I do as a parent/carer if my child is over 14 years old?

If they don't have an email address of their own, a separate account can be created for them which only the surgery has access to. Those under 14 can be linked to the guardian's account as a 'dependent'.

What do I do outside of the surgery accepting request times?

Outside of 7:30am to 4:30pm, you should, if required, use urgent out of hours support. We recommend visiting Sevenoaks urgent treatment Centre, calling 111, going to A&E, calling 999 or if possible, waiting until the following working day.

Can nurse appointments be booked without completing an Anima form?

Yes. A nurse related matter such as a routine smear test or dressing change can be booked. Otherwise, if you are unsure what is needed, we recommend completing an Anima enquiry form for the best outcome.

What happens if reception create an account on my behalf and I have an email?

You will receive an email containing your log in information.

What does sore throat come under? (We have asked Anima for this to be changed)

This comes under ‘Respiratory’.

Video Guides

How to create an Anima account

How to submit a request

What happens next with my request?

How to book an appointment in Anima

How to cancel an appointment in Anima

How to add a dependant to your Anima account