Here at Riverside Health Centre we use an online triage platform “Anima” for all our patient requests, including medical or admin queries. This helps us deliver services based on clinical need, with the aim to helping people can get the health care they need in a fair and equitable manner.
Anima gathers a lot of clinical information that helps our team decide how best we can help, and although it can feel time consuming to fill out so much information, it really does help us process requests without having to go back and ask more questions.
Once a request has been submitted, it will then be clinically triaged and, where appropriate, you will be offered an appointment or directed to the most suitable service
If you are unable to use Anima online, please contact us or visit us at the surgery. We can help complete an Anima request on your behalf over the phone or in person if needed, but this will involve a receptionist asking you the same questions as the online form, so we can ensure we don’t miss anything important.
Please be mindful that if you are able to answer the questions yourself via the website then this is often quicker and helps keep the phone lines free for people who are struggling or who have other queries.
To find out more about Anima and how the triage system works use this link.
To access Anima to submit a request you can do this 2 ways:
Please note that all appointment requests are reviewed through a triage process. This means our clinical team will assess each request to determine the urgency and type of care needed.
This helps us ensure that patients with the most urgent needs are prioritised and that all care is delivered appropriately and efficiently.
To maintain safe clinical practice and ensure that our team can provide high-quality and safe care, we may have to cap the number of urgent triage requests we can deal with safely each day. If this happens and you submit a request that we feel needs urgent attention then you may be advised of an alternative option or directed to an appropriate service, depending on the nature of your request.
Thank you for your understanding and cooperation in helping us provide safe and appropriate care for all our patients.
Please note that all appointment requests are reviewed through a triage process. This means our clinical team will assess each request to determine the urgency and type of care needed.
This helps us ensure that patients with the most urgent needs are prioritised or signposted and that all care is delivered appropriately and efficiently.
Pharmacy First is an NHS service in England that allows patients to get expert healthcare advice and prescription-only medicines—such as antibiotics or antivirals—directly from a local high street pharmacy for seven common conditions, without needing to visit a GP
However you choose to contact us, we may offer you a consultation:
- by phone
- face to face at the surgery
- by text or email
- at one of our remote clinics offered in enhanced access.
Appointments by phone, by text or email can be more flexible and often means you get help sooner.
To cancel your appointment:
- use your NHS account (through the NHS website or NHS App)
- using the GP online system: SystmOnline
- phone us on 01206 397070 during opening times
If you need medical help now, use NHS 111 online or call 111.
NHS 111 online is for people aged 5 and over. Call 111 if you need help for a child under 5.
Call 999 in a medical or mental health emergency. This is when someone is seriously ill or injured and their life is at risk.
Please tell us:
- if you would prefer to consult with the doctor or nurse by phone, face-to-face, by video call or by text or email
- if you need an interpreter
- if you have any other access or communication needs
If you are housebound and need an appointment, we can arrange home visits if clinically appropriate. Please put in your request via Anima (or speak to reception if you need help filling out an Anima request so we can take the details for you) with as much information as possible and we will triage your request and let you know the outcome. This may be a home visit on the same day or another day, or it may be an alternative method of contact such as a phone call. It is very helpful to let us know early in the day if you think you might need a home visit.