When you call your GP practice and speak with Andi, our AI phone assistant, you can ask to speak to a member of the practice team at any point during your call.
What happens when you ask to speak to someone
If you ask to speak to a person straight after submitting a request, Andi won't transfer you immediately. Instead, Andi will acknowledge what you've asked and carry on helping you. This is because the practice doesn't yet have any record of a request you've only just submitted a moment ago - transferring you straight away could mean your request gets looked at, or logged, twice.
If you ask again during the same call, Andi will transfer you to a member of the practice team.
Why does Andi do this?
This is designed to save you time on hold and avoid duplicate work for your practice. In most cases, a request you've just made is already on its way to the right person, so you shouldn't need to speak to someone as well for it to be picked up.
When you'll always be transferred or signposted
If Andi identifies you may be describing a medical emergency, you'll be signposted to call 999 or 111 straight away - Andi is not a substitute for emergency care.
If you ask a second time to speak to someone during the same call, Andi will transfer you.
Checking on a request you made by phone
You can check the status of any request you've submitted - including ones made over the phone with Andi - at any time by logging into your Anima account online.