📢 Thank You for Attending Our Workshops

We want to thank everyone who joined us at our recent workshops, shared your concerns, and asked questions. We hope the session helped address some of your worries, and that seeing Anima (our new total triage system) in action has reassured you.

Here are some of the most frequently asked questions we received:

1️⃣ Why are we changing the way we make appointments?
From 1st October 2025, all practices must offer online consultations from 8am–6:30pm (Mon–Fri).
Other than Contractual obligations, at Mortimer Medical Practice, with 3 sites and multiple access points, we believe this new system will be safer, more efficient, and direct you to the right care first time. Currently, appointments are booked on a first-come basis, which doesn’t always prioritise clinical need. From October, a GP will assess requests and allocate the most appropriate care.

2️⃣ How do I book a nurse appointment?
No change! Nurse appointments remain the same. We are adding more future clinics, and our nurses , will now book your follow-up appointments directly if you need them, saving you waiting in queues or calling reception.

3️⃣ Will there still be receptionists?
Absolutely! Our receptionists are staying on the desk to support you with requests and follow-ups. They have many responsibilities other than booking appointments for example they also process around 350 hospital letters and lab results daily, their role remains vital.

4️⃣ Could email requests get lost?
No. Anima is a dedicated triage system—all requests go through one channel, eliminating the risk of missed requests.

5️⃣ Are GPs now doing reception instead of seeing patients?
Not at all. A GPs will review and prioritise requests, sometimes resolving them without an appointment (e.g., prescriptions, fit notes, advice). This frees up more slots for patients who need to be seen.

6️⃣ Do I need an account?
No, just access the form via our website homepage. Soon you’ll also be able to use the NHS App.

7️⃣ What if I can’t access online services?
Receptionists can complete the form for you, and iPads will be available in each surgery. We’re happy to guide you through the process.

8️⃣ How do I order medication?
No change. Please continue to order as normal (A reminder we do not take orders by phone).

9️⃣ How do I contact a GP outside working hours?
No change.

🚨 Emergency: call 999

⚡ Urgent: call 111 for out-of-hours services

🔟 Can I request a specific clinician or surgery?
Yes, write your preference in the comments box. We’ll do our best to accommodate, though if unavailable, we’ll offer an alternative.

🙏 Thank you for your patience during this transition. We kindly ask for your continued respect as we work together to make this the best possible experience for our patients.

Our message is that we are here to support you. Please ask us if you are unsure.

The Mortimer Medical Practice Team 🩺