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How Anima works
1. Submit a request
Submit a request for a GP appointment or administrative query using the Anima link on our website.
2. Review
A member of our healthcare team will review your request on the day it is received. We may message you for more information, arrange an appointment or direct your request to the most appropriate member of the team.
3. Outcome
Once your request has been assessed, you'll receive a response from us. Most patients will receive their outcome initially through the NHS App, and your requested contact method.
If you're unable to receive messages this way, a member of our team will contact you by telephone.
We aim to respond to all requests on the same day, although some routine requests may take a little longer.
Frequently Asked Questions
What is Anima?
Anima is our secure online request service, available through our website. It makes it easier to contact the practice without waiting on the phone or downloading an app.
When you submit a request, it is reviewed by one of our healthcare team—not a computer—and we'll let you know what happens next.
Why have we changed to Anima?
We've introduced Anima to help you get the right care at the right time. Every request is reviewed by our team so you can be directed to the most appropriate clinician or service. It also helps reduce the traditional '8am rush' by prioritising requests based on clinical need rather than who gets through first. This approach is supported by NHS England and is being adopted by GP practices across the country.
When can I submit a request?
Routine medical and administrative requests can be submitted throughout the day. Requests needing same-day assessment should be submitted by 5:00pm.
• 8:00am–5:00pm: Medical (Urgent and Routine) and administrative requests.
• 5:00pm–6:30pm: Routine (non-urgent) medical requests and administrative queries only.
If you need urgent medical advice after 5:00pm, please use NHS 111 or another appropriate urgent care service (eg. Salisbury Walk in Centre Salisbury Walk-In Centre - at Millstream Medical Centre, Avon Approach, Salisbury, SP1 3SL ).
What can I use Anima for?
• GP appointments (urgent and routine)
• Sick notes
• Administrative queries
• Medication queries
• Questions about referrals or follow-up care
What if my problem is urgent?
General Practice is not for medical emergencies. If you have a life-threatening emergency, call 999.
If you need same-day urgent care but it is not an emergency, follow the guidance given to you during your Anima submission or contact the practice. If we are closed, contact NHS 111.
What happens if all the same-day appointments have gone?
All requests are reviewed to make sure patients receive safe and appropriate care. If we reach our safe capacity for same-day GP appointments, Anima will let you know. You can still submit a routine request, which will be reviewed according to clinical need and availability. If your problem cannot wait, we will advise you on the most appropriate service.
Can I book nurse appointments through Anima?
Initially, we're using Anima mainly for GP and acute illness requests. For now, appointments with our nursing team, including treatment room and blood test appointments, should continue to be booked through reception. We may introduce additional appointment types through Anima in the future.
Can I use Anima for my long-term condition review?
Not at the moment. Long-term condition reviews will continue to be organised in the usual way, and you'll be invited when your review is due. If this changes in the future, we'll let patients know.
Can I use Anima to request a repeat prescription?
We recommend using the NHS App to request repeat prescriptions, as it's the quickest and easiest way to order your medication.
Using the NHS App also helps us process requests more efficiently. Wherever possible, please use the NHS App instead of paper prescription requests.
What if I need a home visit?
Home visits are available for patients who are housebound and physically unable to attend the surgery. If you think you need a home visit, let us know when submitting your Anima request or speak to reception. A clinician will assess your request. Wherever possible, please request same-day home visits before 11:00am.
I don't have internet access – what now?
Our reception team can help you submit an Anima request over the phone or in person and will let you know the outcome of your request.
Can I still email the practice?
From 1st July 2026 we will no longer accept patient requests by email.
Email is not a safe or reliable way for us to manage patient requests, as it is not monitored in the same way as Anima. Using Anima ensures your request is reviewed promptly and directed to the right member of the team.
If you're unable to use Anima, please contact reception and we'll help you submit your request.
Is my data safe?
Yes. Anima is certified to NHS and UK Government standards. Your data is encrypted and stored securely in the UK.