The need
The existing route to care needed faster responses and clearer clinical prioritisation across multiple sites. Patients also needed a way to get help if a digital route did not suit them.
My role
As Clinical Lead GP and Clinical Safety Officer, I led the local triage redesign and the move to Anima. I remained the lead clinical triager, so I could see how decisions made in planning worked in the service itself.
From design to rollout
We mapped the patient journey, agreed which requests needed urgent review, and set out how staff would respond and escalate. I worked with clinical and reception teams on procedures, training, supplier coordination and the move into everyday use.
Patients tested the pathway
Patient Participation Groups and more than 150 patients contributed to testing and refinement. Their feedback helped us look at language, accessibility, digital confidence and ways to reach care outside the online route.
What changed
We continued to monitor demand and adjust the service after launch. Across the wider redesign, average response times for online requests fell from about 1.5 days to under six hours.
Recognition
The GP Pathfinder Clinics and Anima partnership won Partnership Project of the Year (HealthTech) at the 2026 Excellence in Healthcare Partnership Awards. The programme also received other partnership and organisational recognition.