Total Triage & Anima

What is Total Triage?

Total triage is a system of triage in which patients provide information – and are triaged – before any appointment is booked (if one is booked at all). This enables a GP surgery to meet patients’ needs outside of appointments and prioritise their limited capacity to support those most in need of care.

Total Triage is in line with NHS England’s ‘Modern General Practice Model’, which also aims to improve accessibility to primary care services, improve capacity and maintain patient safety

Initially we will be utilising Anima for all new medical problems. Patients can therefore continue to contact us in the normal way to book appointments like Long Term Condition reviews, cervical smears etc.

What is Anima?

Patient Registration and login: https://patients.animahealth.com/

Market Surgery are pleased to announce that, to provide our new total triage service, we are using an online platform call 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. Patients will be taken through a step by step question and answer algorithm as you submit your request online. Anima then allows our Clinical Triage Team to continue to improve access times by helping us to direct you to the most appropriate care for your medical needs. This ensures we make use of our limited resources in the most safe and efficient way. All appointments will continue to be offered according to clinical urgency and need. You may even be able to receive treatment directly from your Anima submission without needing to speak to a clinician!

Your request will be handled in exactly the same manner whether you complete the Anima request online yourself, or contact us via telephone, where our receptionists will ask the same questions to ensure equity of access for all patients. We would therefore encourage all patients who can do so, to use Anima, as this will prevent you needing to queue on the telephone and keep phone lines free for those who may struggle with internet access or require assistance in completing the process. Completing an Anima request yourself also provides you with more discretion should you prefer not to discuss your medical problem with one of our receptionists.

More information is available on the Anima website. You are able to register now and submit your Anima request.

We would like to ask for your patience whilst we change to Anima as we are aware that introducing any new system may have some teething troubles, however we are not anticipating any disruption.

We have listened to patient feedback and hope you find Anima easy to use. We are really excited about this change and the benefits it will bring to all our patients and staff.

Benefits to Patients:

Being able to log on to see the status and outcomes of your current and past requests.
You will be asked questions based on your issues (asked without medical jargon).
You can use the system in a number of languages.
Your medical records will be more complete for the future.
The practice responses will be clearer.
You will receive a text message and email to let you know when the practice has responded (no more missing emails in the junk box).
You can provide all the information that the practice needs without waiting on the phone.

Benefits to the Practice:

We will see your request in a clear structured format.
We will be able to save all the information about your requests in a structured way into your medical records – This will help staff when looking at your records for this episode of care or in the future.
As patients can see the status of their request, we should get less duplicates that clog up the system.
Your requests will be cleared to understand at first glance and so the team will be able to allocate correct people, thus making our turn around more efficient.
Your requests will come into our system with a Red, Amber, Green rating with clear information about what responses have trigger the rating. This will allow the team to focus on any urgent requests.
We will be able to provide clearer responses due to the way that Anima builds the response as we perform actions. These responses will be safer as well as it will be secured behind a log in.