Review of the Anima system
As part of our update at the beginning of April Happier Patients. Happier Team. Better Access - 2nd April, we told you that we:
a) recognised that Anima is a big source of frustration for patients, and
b) that we were taking the opportunity to look at some of the different systems that we might use.
Remember! The use of a digital platform to offer some form of ‘online consultation’ is a contractual requirement for all GP practices, but there is a choice in what system a practice is able to use, and how they use it, provided that the chosen system meets certain standards.
Thank you for your patience in allowing us time to complete this work.
As part of the review, we invited patients who took part in our focus groups, to test out some of the systems that are available, to help us to understand how user friendly they are from a patient perspective.
After looking at the comments we received, we have now made the decision to stop using Anima later this year.
However, the problems that patients experience in trying to access our service are wider than just which digital system we use - if we replace Anima with something else without changing the way we use it; without looking carefully at the way that patients can contact us to get the help they need, then people will likely experience the same problems.
Therefore, we are putting the finishing touches to our new clinical model which will change the way that patients get help at YHP.
The new model focuses on the following key areas:
Care Navigation - helping patients to access the right service for their needs, this includes services that sit outside of YHP e.g. Pharmacy First, Sexual Health services, Minor Eye Conditions Service.
Continuity of care - helping patients to speak to the same clinician if they are experiencing an ongoing problem.
Different ways of accessing us - giving patients different ways to get in touch with us; online via our website or the NHS app; in person at reception; on the phone.
Different timescales - moving away from everything on the same-day, giving options to book in advance or simply ask a question.
Vulnerable groups - giving dedicated access to patients whose circumstances make them more vulnerable.
We will share more information with you shortly. Information will be made available on our website; sent via letter; sent via text message; a paper copy will be available from reception.