Online Consultations & Total Triage – Starting 1st October 2025
From 1st October 2025, GP practices across England are required to adopt a Total Triage model using an online consultation system, at Woodley Centre Surgery this is called Anima available throughout core hours (8:00 am–6:30 pm, Monday to Friday).
Here’s what this means for you as a patient at our practice.
What is Total Triage?
Total Triage means all patient requests – whether for medical advice, appointments, prescriptions, or admin – will be submitted through an online system. Every request is clinically reviewed (triaged) so that you are directed to the right service or professional, based on your need. This should not be used for emergencies. In the case of an EMERGENCY, please call the surgery or contact 111 or 999 if appropriate.
What system do we use?
You can access Anima via our practice website, where you’ll answer a few questions about your concern. This helps us understand your needs and ensures we offer the most appropriate care.
You can watch a short video of how this will work here Anima for Patients: how to access Anima
Timings
Opening hours: Monday to Friday, 07:30 – 18:30
Closed: Bank Holidays
What is the response time?
We aim to have a response to you the same working day.
This doesn’t mean the issue will always be resolved within that time, but you will receive one of the following:
An appointment offer
A message with advice, prescription or test request
Signposting to another service
A referral
Self-care instructions
We aim to prioritise urgent cases, and manage routine queries as efficiently as possible.
What if I can’t use the internet?
If you’re unable to submit a request online, please call or visit the practice. A member of our reception team will assist you in completing the Anima form on your behalf.
We are committed to ensuring access for all patients, regardless of digital ability.
Will I still be able to see a GP?
Yes – but you may not always need to. Based on your triage, you may be directed to the most appropriate healthcare professional. This helps reduce delays and ensures faster, more effective care.
Who might I be triaged to see?
Depending on your symptoms or concerns, you may be directed to:
Community Pharmacies (Pharmacy First)
Treats several minor conditions such as UTIs, sore throat, earache, etc.
Can prescribe antibiotics where appropriate.
Pill checks.
Hypertension diagnosis and treatment.
Fast and accessible without needing a GP appointment.
View full list of treatable conditions here – Pharmacy First service
Advanced Clinical Practitioner (ACP)
They are highly experienced Nurse or Paramedic Practitioners who are trained to assess and treat complex medical conditions and acute illness.
Practice Nurses
Manage a range of chronic and acute conditions, including asthma, diabetes, wound care, and vaccinations,
Social Prescribers – Adults & Children
Support for non-medical issues such as mental health, family stress, housing, isolation, and school challenges.
Can connect you with community, social and voluntary services.
A fantastic resource for holistic, community-based support.
Self-Care
For many minor illnesses, our clinicians may advise self-care with guidance.
You’ll receive NHS-approved resources and support to help you manage symptoms at home.
Self-Referral Services
You may be directed to refer yourself to:
Mental health support
Smoking cessation
Physiotherapy
Weight management
Voluntary sector services
No need to wait for a GP – these are direct access services to help you faster.
Why are these changes being made?
These updates are part of the national NHS contract changes aimed at:
Improving fair and timely access to care,
Reducing long waits and phone queues,
Making the best use of all healthcare professionals,
Ensuring urgent needs are prioritised quickly,
Supporting the NHS to manage increasing demand more effectively