Introduction

Your Health Partnership (YHP) provides care for over 53,000 patients across 6 sites in and around Sandwell in the West Midlands.

YHP is vertically integrated with the local NHS Trust, delivering some key services in conjunction with the Trust’s local hospitals.

Criteria

Some of the criteria that YHP were assessing suppliers against during selection:

• How well the system could capture 100% of incoming patient requests to support the move to ‘all-systems triage’, or total triage

• How the system could help move away from ‘fastest finger first’, to effective triage based on clinical need

• The onboarding and implementation support provided for staff at YHP’s new centralised triage hub

"We went through a really robust 26 point purchasing program with about six or seven different software providers, and we felt that - in terms of the software and also the attitude and the way that the team thinks at Anima - it absolutely aligns with us at YHP. "
Operations Manager

Implementation

Launch preparation calls held with the Commissioning Support Unit (CSU, who often support with IT deployment across larger organisations), colleagues from the ICB, and patient groups.

Training sessions held over 2 weeks in summer 2022 for ~150 clinical and non-clinical staff; particular attention given to call centre staff (care navigators) who guide patients through the Anima proxy request pathway from the central YHP hub.

"It was fantastic in terms of the training time we had. Everything that we asked for, you guys have just done."
Operations Manager

Key outcomes post-launch

• Average number of requests resolved per week: ‍>5,000 (2023)

• Average time to resolve patient request:

  • Pre-Anima: 2 weeks

  • Post-Anima: < 24 hours

• Demand ingested through online tool:

  • ‍Pre-Anima: ~40%

  • Post-Anima: 100%

Testimonials

"What you guys have designed is a very safe, very thorough method for collecting clinical information which allows me to make very quick decisions."
‍Clinical Director

"I’m able to cane through absolutely huge numbers of requests. My intention was to do 200 on Friday, but we actually ran out of requests by lunchtime."
‍GP Partner

"I was amazed when you got back to me on a Saturday, so thank you - I have to say your customer support has been outstanding."
‍GP Partner

"I can’t say enough good things about you individually and you as an organisation because you’ve responded to all the feedback we’ve given, you reply to us really quickly, it’s fantastic."
‍Clinical Director

"Quick response for something that was worrying me. Very helpful. I find the Anima system a lot easier than the old phone line system. So in my opinion everything was perfect."
‍Patient

"Now you don’t have to fight at 8pm to login and book an appointment."
‍Patient

"Amazed how quickly the doctor came back to me."
‍Patient

"Very quick professional response and outcome."
‍Patient

"Very quick to see GP and referral made."
‍Patient

"It's easier than trying to call and speak with a doctor as in the past that has proved impossible."
‍Patient

"Seen the same day and treated. Didn’t have to wait on the for for an hour to try and book appointment."
‍Patient

"Was contacted within 2 hours and the clinician was very thorough and accommodating - thank you. The plan she put in place worked for my on and he was relieved of his illness after his medication."
‍Patient

"The form was easy to fill out and my issue was dealt with straight away."
‍Patient

"Sensible screening questions and call back within 90 mins."
‍Patient

"I have received an almost immediate response making an appointment for me at the doctors!"
‍Patient

"Outstanding and quick diagnosis."
‍Patient

"Quick turnaround, was able to see a doctor same day and put my mind at ease about my baby’s tummy problem."
‍Patient