We’re replacing Anima

On Thursday 1 May, we will introduce a new online consultation platform called SystmConnect. This will replace the system we now use, Anima.

We have made this choice based on the feedback we have received from patients. Last year, we conducted a digital access survey. We used the feedback to learn what wasn’t working with our current system and how we can change that.

We are making this change because we believe SystmConnect will improve patient access. The benefits of SystmConnect are:

• Login. Patients do not need an account to log in to SystmConnect. You can send a request without entering login details. However, you will need to give your contact details. This is so we can find you on our system. You can skip this step by using your NHS App or SystmOne login.

• Simple and easy to use. SystmConnect is a simple and easy-to-use tool. The patient journey is straightforward, and options are clearly labelled.

• Request forms. When you send a request, you can choose from some categories. If your request does not fit one of the categories, you can select an option to type your problem.

• Continuity. Previous requests and appointments can be searched. This lets you raise a query about a past request, appointment or test.

• Send and get documents securely. SystmConnect allows patients to send and get documents through the platform. You will get a text or e-mail with a personal link and access code if you are sent a document. You can use this link to view and print the document. You can also use SystmConnect to send us documents and photos if needed.

• Integration. SystmConnect is fully integrated with patient health records. This means we can respond to your queries and requests quickly.

We know that some patients might need help with this change. We will be holding two patient drop-in sessions. In these sessions, you can learn more about SystmConnect. You do not need to register for the sessions. Just let the reception team know you are there for the SystmConnect session. The sessions will take place on:

• 24/04/25, 2pm – 4pm
• 06/05/25. 4pm – 6pm

We have also answered some frequently asked questions below:

Q. What questions will the form ask me?

A. The form allows you to choose between 2 options, ‘Medical Request’ or ‘Admin Request’.

Within the ‘Admin’ choice, you will find: 

• Request a doctor’s letter
• Request a fit (sick) note
• Follow-up on Test Results (blood test, scans, etc.)
• Any other advice or information that is not medically related e.g. discuss referrals

Within the ‘Medical’ choice, you will find:

• New conditions
• Existing conditions
• Medicine queries

Once you have selected an option, you will be asked further questions about your request. Please list the times that you are not available.

Q. What do I do if my problem is an emergency?

A. If you need urgent treatment, you should call 999, visit A&E or attend an urgent treatment centre (UTC).

999 and A&E are for life-threatening emergencies like:

• Loss of consciousness
• Chest pain
• Breathing problems
• Severe bleeding
• Severe allergic reactions
• Severe burns or scalds
• Strokes

Urgent treatment centres can help with things like: 

• Sprains and strains
• Suspected broken bones
• Injuries, cuts and bruises
• Stomach pain, vomiting and diarrhoea 
• Skin infections and rashes
• High temperature in children and adults
• Mental health concerns

If you do not know where to receive care, you can contact NHS 111 by calling 111 or visiting 111.nhs.uk.

Q. How do I request a repeat prescription?

A. We are not changing how you request repeat prescriptions. You can request them via the NHS app or SystmOnline, or hand in a paper request at reception.

Q. Can I still request to be dealt with by my usual clinician?

A. Yes. Urgent or quick matters will be dealt with by the duty team, but you can still request your usual GP or ANP for routine matters and we will do our best to facilitate this.

Q. What do I do if I don’t have access to a smartphone or computer?

A. Patents can still call the practice or visit us in person.

Relatives and carers can also help or send a request on behalf of patients who do not have a smartphone, computer or internet connection.

SystmConnect is an easy and accessible system to use. Our team can help you get online and show you how to use it.

Q. How long will it take to hear back after I send a request?

A. We aim to respond to or action every request within 48 hours.

Q. What if I don’t want to give the reason for my request, can I just write ‘personal’?

A. We need all patients to give us as much information as possible about their request or problem. This is so we can get you the right care.

Forms with too little detail for us to make a safe decision will be replied to with a request for more information. This may result in that form being returned to the start of the queue.

Q. What if I have more than one issue?

A. If you have multiple problems, it is best to send more than one request to make sure we have enough information about each problem.

Q. Is it NHS-approved?

A. Yes, SystmConnect has been assessed by NHS Digital and meets the requirements for an online consultation solution. This includes assessments of how data is used and stored in line with GDPR rules.