Getting help with medical problems at YHP

At Your Health Partnership we use an online system, called Anima, where patients can access care by telling us more about the problem they have and how they would like the practice to help. You may have heard of this described as ‘online consultation’.

Submitting an online request is quick to complete and ensures that our clinicians have all the information they need to process your request in a fast and efficient way. For medical problems, we will ask you a series of questions about the problem so that our clinical team can quickly decide the best way to help you.

Please rest assured that our telephone lines remain open for any patients who cannot access Anima online. If you contact the practice by telephone, our team will use the Anima tool to capture the same information as if you had gone online. People who cannot contact us online or by telephone may visit the practice reception where a member of our team will gather the same information in person.

All requests, whether received online, via phone or face to face will be treated in exactly the same way, assessed by the same team, strictly in order of clinical urgency.

We therefore ask that everyone who is able to contact us online does so in order to make space on the telephone lines and in reception for people who can only use these channels.

How does it work?

Step 1. Register for your Anima account

You only need to do this once. Click on the ‘Register’ button to register for your account.

This will take you to a registration page where you will be asked to enter an email address and password. You will then receive an email from Anima to verify the email address you entered – click the link in the email to verify your account.

Go back to the login screen and enter the email address and password. The next screen will ask you to enter some personal information.

When entering the name of the GP Practice, you must use the name of the lead practice as follows. If any of the information that you enter does not match your medical record, it will flag to us and we may need to contact you to confirm your details:

Patients who attend:

  • Lyndon Primary Care Centre (Formerly registered at Carters Green Medical Centre)

  • Mace Street Clinic

  • Oakham Surgery

  • Regis Medical Centre

  • Whiteheath Medical Centre

Should choose:

Regis Medical Centre

Patients who attend:

  • Great Bridge Health Centre

  • Lyndon Primary Care Centre (Formerly registered at Lyndon Health Centre, Parsonage Street)

Should choose:

Great Bridge Health Centre

Step 2. Submit your request

Now you are registered, you can submit your request to us from your dashboard by clicking on the tile that best describes what you need help with. You can submit requests between 08:00am and 6:30pm Monday – Friday.

Depending on your medical problem, you will be asked a series of questions about the problem you have. For example, if your problem is related to Asthma, you will be asked questions about your breathing. Please complete these as accurately and with as much information as you can.

You will also be asked some questions about how you would like us to respond to your request, for example if you would like a telephone appointment or face to face appointment; when you are available for an appointment; where you would like that appointment to take place and who with.

We will always do our best to respond to your request in the way you prefer as long as it is safe to do so and we have availability.

Once you have sent your request to us, you will be able to see the status of your request on your dashboard – click on the status button.

Step 3. Your request is reviewed

All requests from patients, whether they are received online, via phone or face to face, come into a central team to be reviewed. This team is staffed by GPs, General Practice Nurses, Clinical Pharmacists, Physician Associates and administrative staff. They sit in one office, working together to look at all the requests that come in and take the appropriate action.

This could be:

  • A phone call or message to ask you for some more information about your request

  • A simple message to let you know what to do next

  • An invitation to attend a same-day appointment

  • An invitation to attend a future appointment

Whatever the outcome, you will receive a message with your ‘management plan’ back to your Anima account, linked to the request that you sent.

All requests are treated in the same way and prioritised strictly in order of clinical urgency. This means that if your request is less urgent you will have to wait longer for it to be resolved. Remember you can check the status of your request on your dashboard.

What about patients who cannot use the internet?

Our telephone lines remain open for any patients who cannot access Anima online. If you contact the practice by telephone, our team will use the Anima tool to capture the same information as if you had gone online. People who cannot contact us online or by telephone may visit the practice reception where a member of our team will gather the same information in person.

All requests, whether received online, via phone or face to face will be treated in exactly the same way, assessed by the same team.