FAQs
What is Anima?
Anima is our new online request service. It lets you contact the practice securely online-without waiting on hold or needing an app.
What can I use it for?
Same day Appointment request
Routine Appointment request
Nurse / HCA appointment request
First Contact Physiotherapy appointment request
Private Referral letter
Repeat prescriptions
Sick notes
Admin queries
When can I use it?
Anima is open Monday to Friday, 8AM–18.30PM. If we’ve reached safe capacity for the same day urgent appointment, you can still submit routine requests for later.
Anima will not be available during weekend and Bank holidays
When will I be contacted?
Urgent request
We aim to respond to all urgent queries on the same day.
Routine request
We aim to get back to you within 24 hours. Non-clinical request such as admin queries could take longer based on the number of request we have received.
Please be advised that routine request appointments will/could be offered to you within 2 weeks based on the urgency of your request and our availability.
Anima request unavailable?
If you see an alert ‘Anima is closed for Urgent request’ this means that we have reached our maximum capacity for that day and if your health concern is urgent, cannot wait, please consider using the NHS 111 service, or in an emergency dial 999 or attend A&E.
Anima will remain open for routine request and admin queries.
Anima is advising me to stop submitting my health concern as the system says I have a medical emergency and directing me to other services, but I want to be seen by my surgery.
If, when submitting a medical concern, you are being directed to other services such as A&E or 999, please follow this advice. We are not an emergency service and your health issue may be better treated by emergency health professionals.
I don’t have internet access or don’t feel confident using it
Please contact our reception team who are always happy to help. Our team can submit a request on your behalf and get back to you with the outcome.
Is my data safe?
Yes. Anima is certified to NHS and UK government standards. All data stays in the UK and is encrypted.
Why have we changed to Anima?
To ensure that patients are seen by the appropriate clinician in the right place and the right time means that patient care and experience is improved, and it reduces pressure on GP practices, allowing GPs to spend their time where it is needed the most. The idea behind a total digital triage is also to avoid the “8am rush” that has become a problem for many. This approach is supported by NHS England who have advised that GP surgeries consider this approach in future. GP practices are experiencing significant strain with declining GP numbers and increasing demand
How to create an account in Anima
How to submit a request in Anima
Routine Appointments
Routine appointments can be booked in advance via reception, by:
- Telephone – 01923 820844 or 0208 422 5900
- In person
- Online via Anima:
The receptionist will ask you about the reason for your appointment, to make sure you see the right health care professional.
Request an appointment online
Complete an online form and we will get back to you with the best route for treatment. Enquiries are usually responded to the same day, but will always be responded to within 24 hours.
Home Visits
Information about when the practice will do home visits and how to request one.
Doctor of your choice:
Please ask reception if you want to see a particular doctor.
Emergency Appointments are Available Every day
- Please phone reception after 8.00AM for a morning urgent appointment and after 1.30PM for an afternoon urgent appointment.
- Please try to phone as soon as you know you need to be seen, i.e. as early as possible.
- Only call to book a problem that cannot wait into emergency appointments
Bypass Number
The bypass number for Acre Surgery is 07459 425411.
The bypass number for Acrefield Surgery is 07459 425411.
GP appointments at different NHS sites
To ensure as many patients as possible can have GP appointments when needed, we may offer you an appointment at the following location:
Pembroke Centre
90 Pembroke Road
Ruislip
HA4 8NN
Text Message Service
If we have your correct mobile phone number, you will receive a text message the day before, reminding you of the date and time of your appointment.
Cancel Appointments
If you cannot attend an appointment for any reason please inform us as soon as possible in order to enable us to offer the slot to another patient. Appointments can also be cancelled online or by text message.
My Planned Care
My Planned Care gives you advice and support while you wait and helps you to prepare for your hospital consultation, treatment, or surgery. This includes giving you information about waiting times at your hospital and other supporting and local services while you wait.
This site is updated weekly and can be viewed by anyone, which means you, your family or carer as well as your NHS team can all see the latest information.
Your hospital team will be in touch with you as soon as they can. If you are looking for an update, please check this website before contacting your hospital or GP.