25/02/2026
From today, Park Leys has officially returned to a total triage way of operating. We are able to do this with the help of Anima. Anima can be accessed Monday to Friday, 8am until 6:30pm. Requests are reviewed during this time, and you will be advised on the actions being taken. We aim to respond to all queries the same day they are submitted. We will always prioritise urgent healthcare issues. Some routine or administrative queries may take us longer to reply to, but we will keep you updated via your Anima account.
Changes you can expect to see:
When you contact the surgery you will be prompted to complete a short questionnaire depending on your needs. For medical queries, your results are then directly sent to our most senior doctors who will decide on the best plan to help you. You might be offered a telephone appointment, an in-person appointment, a blood test request, or a referral to a local service for example. For administrative enquiries, your results will go to the most appropriate member of staff based on your request. We aim to respond to all queries the same day they are submitted.
We are strongly encouraging our patients to get comfortable with using the online service as it is the easiest, fastest and most convenient way to get your request to the people that can help. A short 2-minute demonstration video will be linked in the comments.
Please be reassured, our phone lines will still be open. The receptionist will read aloud from the questionnaire and input your answers. We anticipate this process may cause longer wait times on the phone lines, especially as staff and patients get accustomed to this new way of operating. In order to prioritise our most vulnerable patients, we are asking patients to please only call if the following applies:
• If you do not have access to the internet, or struggle using it
• If you have a language barrier
• If you have a disability
• If you are in mental health crisis
• If you are neurodivergent
We are also asking our patients to please avoid requesting to book non-routine appointments at our front desks. As we must prioritise those arriving for pre-booked appointments, you will be asked to wait until another member of staff is available to submit a request on your behalf. At busy periods this may cause an unnecessary long wait, with the online questionnaire on average can be completed in 5 minutes or less.
We know change isn't always easy, but by putting the clinical decision making directly into our doctor’s hands we can ensure all our patients are getting the best care without delay. If you have any questions or have any feedback, please get in touch by calling the surgery Monday to Friday, any time after 2pm.
You can also send us an email: cwicb.adminparkleyspractice@nhs.net
