6 days Ago
The Mid and South Essex Integrated Care Board has introduced the “Anima” booking system as part of a major project to move all bookings online, rather than over the phone. Campaigners and residents claim the system is excluding the elderly, those who are less confident with technology while faults in the technology are “causing further delays for patients”. Patients are now being asked to fill out an online form, which is then assessed by the surgery, rather than calling in the morning to book an appointment.
NHS bosses have defended the move, highlighting that contacting a GP practice online reduces the volume of phone calls and helps free up telephone and walk-in opportunities for those less confident. A spokesman for campaign group Save Southend NHS said: “We have complaints about Anima most days. “The drive to digital, being pushed onto GPs in their contracts with the local commissioners, the Mid and South Essex Integrated Care Board, is just creating more barriers between patients and GPs and their staff.
“Most practices are now having to employ extra staff to deal with the many problems Anima is creating and many practices now have full-time IT experts, who are required to fix computer bugs, train staff and even in some cases make appointments for patients.” The concern has been backed by former independent councillor for Kursaal ward Tricia Cowdrey, now speaking for the East Beach Residents Association. She said: “It is difficult getting appointments as it is and people are saying they cannot access the IT and that they have waited hours for a call back after filling out a form.
“It seems this makes a difficult process even more difficult with unnecessary barriers.” The care board has claimed that it is supporting practices in the move to the online system. A spokesman said: “For patients who do not have access to online systems or don’t feel confident using them, receptionists will complete the same online form for them.
“All forms are then assessed by a triage clinician who will arrange the appropriate next steps for each patient regardless of whether the form is completed online or via a telephone or walk-in contact.”.
