At Balmoral Surgery, all appointment requests and clinical queries will start with an online consultation form (total digital triage), part of the NHS Modern General Practice model.
You can submit your request via the home page of our website. Please look for the icon called “Contact your doctor online (Anima)” If you can’t use the internet, our team can complete the form for you by phone or in person.
A GP reviews every request and decides the most appropriate care: same-day or routine appointment, phone call, or referral to another service.
Why have we changed how we manage our appointments?
- Reduces long waits for routine appointments
- Ensures fair access based on clinical need, not who calls first
- Allows some issues to be resolved without an appointment
- Frees up GP appointments for patients who need them most
- Proven to improve patient and staff satisfaction
How to request an appointment
- Use Anima
- Available Monday–Friday, 8.00am to 6.30pm
- Can also be used for:
- Medication queries
- Fit notes
- Referrals, letters, and admin help
- Use the NHS App for repeat prescriptions
Urgent issues can still be raised by phone.
If you can’t use the internet
You can:
- Phone the surgery (we’ll complete the form for you)
- Ask a friend or family member (with your consent)
- Visit the surgery for help
- We are committed to digital inclusion.
Will I still be seen face to face?
Yes. If needed, you’ll be offered a face-to-face appointment.
- Same-day: we’ll call you to book
- Routine: you may receive a self-booking link
When will I hear back?
- Requests sent 8.00am to 4.00pm receive a same-day response
- We’ll tell you:
- What happens next
- Who will contact you
- When to expect it
Urgent requests are prioritised.
Important changes
- No more 8.00am phone queue for appointments
- All requests must start via the form or by phone if you can’t go online
- Phones should be kept free for patients who can’t use digital services
Safety and urgent problems
- All requests are GP-reviewed
- Urgent issues are prioritised
- Life-threatening emergencies: call 999
Home visits and community care
- Arranged based on clinical need
- Request via the form or phone as early as possible
- Most visits are for housebound or very unwell patients
Seeing your regular GP
We value continuity of care. You can request a specific clinician, and we’ll try to accommodate this where possible. For urgent issues, the priority is timely care.
Cancelling or changing appointments
Please cancel if you can’t attend:
- By phone or in person
- Reply “cancel” to your text reminder
- Via the NHS App
When we’re closed
- Use NHS 111 online or call 111
- For emergencies, call 999