03/08/2026
Thank You for Your Patience and Understanding
We would like to thank all of our patients for their patience and understanding over the last week as we launched Anima and introduced our new AI Receptionist, Andi.
During our first week, we successfully managed 1,745 patient requests, with an average response time for clinical requests of just 49 minutes from submitting a request to receiving an appointment or an update. We are incredibly proud of what our team has achieved and grateful for the support shown by our patients throughout this transition.
We recognise that introducing new systems can bring challenges, and we appreciate the feedback we have received. Your comments help us to continually improve and develop our services to better meet the needs of our community.
What Patients Are Telling Us
We have been delighted to receive a great deal of positive feedback, particularly regarding:
✅ Sp*ed
Patients have praised the same-day turnaround times and quicker access to clinical support, even when they initially had reservations about using the new system.
✅ Clarity
Many patients have reported that the forms are simple and quick to complete, allowing them to provide all the information needed so that clinicians can assess requests efficiently, without needing to ask further questions.
✅ Improved Reception Support
The new systems have enabled us to provide additional support at our reception desk, helping patients who attend the practice in person and ensuring that our most vulnerable patients continue to receive the assistance they need.
Areas We Are Continuing to Improve
🔹 Accessibility
Some patients have expressed concerns that digital systems may be more difficult for those with limited digital skills. We want to reassure everyone that we remain committed to providing accessible services for all patients.
We continue to offer three ways to contact the practice:
Online via Anima
By telephone
In person at the reception desk
We have already received requests through the new system from patients of all ages and will continue to support anyone who needs assistance accessing our services.
🔹 AI Receptionist (Andi)
We understand that speaking to an AI receptionist is a new experience and may take some time to get used to. We encourage patients to give Andi a try and to share their experiences with us.
Whether your feedback is positive or highlights areas for improvement, we want to hear from you so that we can continue to refine the service and ensure it meets the needs of our patients.
Looking Ahead
Thank you once again for your support during this period of change. We remain committed to providing safe, efficient, and accessible care, and we look forward to continuing to improve our services with your feedback.
