We are pleased to let you know that we will be trialing a new virtual care navigator called Andi to help improve how we manage patient requests and phone calls.
Andi is our virtual call taker — helping patients who prefer to submit their Anima requests over the phone rather than complete an online form themselves. This means that if you call the practice and need help submitting an Anima online request, Andi will take down your details and pass your request directly to the right team.
What this means for you
• You can still submit your own request online through Anima as usual.
• If you’d rather submit your request using the telephone, you’ll now be able to go through to Andi, who will help complete the Anima request on your behalf.
• Your request will then be sent straight to the appropriate team, ensuring it’s handled quickly and efficiently.
Benefits for our patients
• Reduced phone queues – less time waiting to speak to someone.
• Easierto submit a request by phone – no need to go online if that’s not convenient.
• Faster routing – your request goes directly to the right team.
Benefits for the practice
• Frees up staff time to focus on patient care.
• Improves efficiency in managing patient requests.
• Reduces waiting times and eases pressure on phone lines.
A Quick note:
Andi isn’t a robotic sounding voice, he sounds quite natural. This may feel a bit unusual at first and you may think you are speaking to a real person but rest assured it’s just our new automated system working hard behind the scenes making it easier for everyone.
We’re introducing Andi as part of our commitment to making it easier for all patients to access our services whether online or over the phone.
Thank you for your patience and support as we pilot this new system.
