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• Braille translation service
• Disabled parking
• Disabled WC
• Induction loop
• Signing service available
• Step free access
• Wheelchair access

• Car Parking
• Cycle parking
• Disabled parking

At The Community Practice, all patient requests are managed through Anima, our online triage system.

Whether you contact us online, through the NHS App, by telephone, via Andi (our AI assistant), or in person, your request will be submitted into Anima and reviewed by our Triage Team.

This allows us to prioritise requests according to clinical need and helps ensure every patient receives the right care at the right time.

The Fastest Ways to Contact Us

🥇 Submit an Anima Request Online

The quickest and easiest way to contact the practice is by submitting an Anima request through our website.

When you complete your own request:

✅ It enters the triage system immediately
✅ Provides us with the information we need to help you
✅ Reduces waiting times
✅ Helps us process your request more efficiently

Please provide a brief summary of your problem and tell us what help you need.

There is no need to provide lots of detailed information. If we require further details, we will contact you after reviewing your request.

To submit a request, visit our homepage and select "Contact Your GP Practice".

🥈 Use the NHS App

You can also submit requests through the NHS App.

The NHS App allows you to:

✅ Submit requests to the practice
✅ Order repeat prescriptions
✅ View upcoming appointments
✅ Access parts of your medical record
✅ Receive messages from the practice

🥉 Speak to Andi, Our AI Assistant

If you cannot use the website or NHS App, you can telephone the practice and speak to Andi, our AI assistant.

Andi will ask a few simple questions and submit an Anima request on your behalf.

We use Andi to:

✅ Help patients access care more quickly
✅ Reduce telephone waiting times
✅ Collect information consistently
✅ Allow our Care Navigation Team to spend more time supporting patients who need extra help

Keep Your Answers Brief

When speaking to Andi, simply tell us:

• What the problem is
• How long it has been affecting you
• What help you are looking for

There is no need to provide extensive detail.

If further information is needed, a member of the team will contact you after your request has been reviewed.

Speak to a Receptionist

If you would prefer to speak to a receptionist, your call will join the telephone queue. Waiting times may be longer, particularly during busy periods.

A Care Navigator can complete an Anima request on your behalf if:

✅ You do not have access to the internet
✅ You are unable to use digital services
✅ You need additional support

As this requires staff assistance, it is generally the slowest way for a request to enter the triage system.

Why We Use Anima

Using Anima helps us:

✅ Ensure requests are reviewed fairly and consistently
✅ Prioritise patients according to clinical need
✅ Route requests to the most appropriate member of the team
✅ Improve access to care
✅ Reduce telephone queues and waiting times

No matter how you contact us, your request will be assessed by our Triage Team and directed to the most appropriate service or clinician.

Need Urgent Help?

If you have a life-threatening emergency, call 999 immediately.

For urgent medical advice when the practice is closed, please contact NHS 111.

1. Your Request is Reviewed

Once your request has been submitted, it is reviewed by our Triage Team, which consists of a Duty GP and depending on the day between three / five trained members of the administration team.

The Duty GP reviews requests submitted through Anima and decides the most appropriate next step based on the information provided. The administration team then carry out the GP's instructions, including arranging appointments, sending messages, issuing authorised prescriptions, requesting further information, or directing patients to the most appropriate clinician or service.

This process helps ensure that requests are managed safely, consistently and according to clinical need.

Not every request requires a GP appointment. Many health concerns can be managed more quickly by another suitably qualified healthcare professional within the practice team.

If further information is required before a decision can be made, a member of the Triage Team may contact you for additional details.

Our aim is to ensure every patient receives the right care, from the right person, at the right time.

2. We Decide the Best Next Step

After reviewing your request, we will determine the most appropriate outcome based on your clinical needs.

This may include:

✅ A face-to-face appointment
✅ A telephone consultation
✅ Advice by text message
✅ A prescription or medication review
✅ Referral to another member of the practice team
✅ Self-care advice or signposting to another NHS service

The outcome will depend on the information provided and the nature of your request.

3. We May Need More Information

Sometimes we need additional information before deciding on the most appropriate course of action.

If this is the case, a member of the team may contact you to ask further questions.

Providing a clear summary when submitting your request helps us process it more efficiently and reduces the need for follow-up questions.

4. We Contact You

Once a decision has been made, we will contact you using the details held on your medical record.

We may contact you by:

📞 Telephone
💬 SMS text message
📱 NHS App
✉️ Letter (where appropriate)

Please ensure your contact details are kept up to date.

Can I Request a Particular GP or Clinician?

Yes. You can indicate if you would prefer to see a particular GP or clinician when submitting your request.

We will always try to accommodate preferences where possible, although availability may mean waiting longer for an appointment or getting you to see another clinician if your problem cannot wait.

How Quickly Will I Hear Back?

Response times vary depending on:

• The nature of your request
• Clinical urgency
• Demand on the day

All requests are reviewed and prioritised according to clinical need.

If your condition worsens while awaiting a response, please contact the practice again or seek urgent medical advice.

Please Remember

All requests are reviewed using the same clinician-led triage process, regardless of how they were submitted.

The Duty GP makes the clinical decisions and determines the most appropriate outcome for each request. Our administration and care navigation teams support this process by following the GP's instructions, helping patients access services, gathering information where required, and arranging the agreed next steps.

Reception and care navigation staff do not make clinical decisions, determine appointment priority, or decide which clinician a patient will see.

By using Anima and following a consistent triage process, we can ensure access to care is fair, safe and efficient for all patients.

Our aim is simple: to ensure every patient receives the right care, from the right person, at the right time.

Need Urgent Help?

If you have a life-threatening emergency, call 999 immediately.

For urgent medical advice when the practice is closed, please contact NHS 111.