You can ask Anima to reset or delete a patient's Anima account from the support chat, using Triage - Reset/Delete Patient. Most requests are completed automatically in a few seconds. If the automatic step can't find or change the account, you'll see "We couldn't complete the action" and your request is passed to a member of the Support team. This article explains the most common reasons and how to avoid them.
How to request a reset or deletion
In the Anima app, open the support chat and choose Contact us, then Send us a message.
Select Triage - Reset/Delete Patient.
Enter the patient's name exactly as it appears in Anima and their NHS number.
Check the confirmation message and click Yes. Click Change details if anything is wrong.
Once the account is reset, you can register the patient again as usual.
Why it fails
1. The name doesn't exactly match Anima
This is the most common cause. The automatic step only works when the name you enter matches the patient's Anima account exactly. It doesn't match if you:
add a title, such as Mr, Mrs, Ms, Miss or Dr,
copy the name from your clinical system in SURNAME, Firstname (Title) format,
miss out a middle name that's on the Anima account, or add one that isn't,
include a typo, a swapped letter or an extra space.
How to avoid it: open the patient in Anima (for example in Patient Search) and copy their name from there. Enter it as first name, middle name (if shown), last name, with no title and single spaces only.
2. There's no Anima account for that patient
If the patient never finished registering, or their account has already been reset or deleted, there's nothing to reset. This includes asking twice for the same patient.
What to do: search for the patient in Anima first. If there's no account, they can register as a new user straight away.
3. The email belongs to someone else
When the automatic step fails, the chat asks for the email address on the patient's account. Sometimes that email is already used by another patient's account (for example a family member who shares an email), or it's a practice or Anima inbox rather than the patient's own.
What to do: give the email address the patient actually uses. Each Anima account needs its own email address. See I share the same email address as my partner, can we use the same account?
4. The patient is a dependant
Accounts for dependants (for example children on a parent's account) are linked to the account holder. The automatic reset/delete only handles the main account holder. Requests for a dependant are passed to the Support team.
What happens after it's passed to the Support team
A member of the Support team will check the account and either complete the reset or deletion for you, or reply to say what's needed. You don't need to send the request again. Sending it again can cause a second failure, because the first request may already have been completed.
Good to know
Resetting or deleting an account removes the patient's Anima login. The patient will need to create a new account. Reset and delete do the same thing. The patient's past requests stay visible to the practice for audit purposes.
Before you reset an account because a patient can't sign in, check whether a password reset or contact-detail change would fix it. One practice fixed a failed request by updating the patient's email in account settings instead.
If the patient sees "account already exists" when they re-register straight after a reset, message the Support team.
Still need help?
If you're not sure whether a patient needs a reset, message the Anima Support team using the chat in the Anima app. Please don't include more patient information than the chat asks for.