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Systems need improving

Story from nhs.uk

"Systems need improving"

About: Lion Health

The new anima system isn't working effectively. I don't understand why patients can't put in admin requests (such as for prescriptions etc) outside of surgery hours when most people aren't at work and they have the time to do it, like we used to be able to do with the online prescription requests. I waited till surgery hours, put in the prescription request for my son, then it stated that no more anima requests are being accepted as the system was at capacity. I tried to call lion health for advice twice, though I was waiting in the queue for so long that I had to hang up because I was at work. Finding the time to come to the surgery with my 12 year old son to get him on my NHS app is difficult and even then, it takes a few weeks to be actioned. Meanwhile, how do I order a repeat prescription for him without visiting the surgery when anima is at capacity? It used to be fine using the online form. It is all unnecessarily complicated and not patient-focussed.

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Responses

Response from Lion Health 6 days ago
Lion Health

Submitted on 22/05/2025 at 10:41
Published on nhs.uk at 10:42

Dear patient,

Thank you for leaving us your feedback, it is very much appreciated.

I am sorry to read that you have concerns regarding our new system, and that you have found it difficult to order a repeat prescription for your child.

You can request a repeat prescription on Anima by submitting an admin request. Our admin request section on Anima is open 7 days a week, 24 hours a day.

- Go to the Lion Health website (www.lion-health.co.uk) and select 'Submit a new request'

- Select 'I have an administrative query'

- Choose who you are submitting the request for and enter the details as requested

- You can then choose from a range of administrative requests. In the example you have given you would then choose 'Repeat prescriptions'

- Enter the details of the medication you need a repeat prescription for and answer the remaining questions as and when prompted on screen

I hope that the above guidance helps you in being able to order your sons medication. Should you need any further assistance with this matter, please do not hesitate to contact the surgery and we will endeavour to provide further guidance.

Thank you again for taking the time to provide us with your feedback.

Kind regards

Lion Health

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