Anima 借助 GPT-6 与 GPT-Live 将诊所电话等待时间缩短 75%

Anima helps clinics cut call waits by 75% with GPT‑6 and GPT‑Live

Anima expands what care teams can do with OpenAI models, giving them more capacity to respond to patients.

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Company size: Startup

Region: Europe & UK

Industry: Healthcare

Products: API

75%+

Reduction in phone wait times

3.5

Approximate median case resolution time (hours)

2–3×

Typical document processing throughput vs. baseline

86%

Patients surveyed would use AI assistant Andi again

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Patient requests, clinical letters, and consultation notes all create work that care teams must review and act on. When that work builds up, patients can wait longer for a response, and important information can sit in queues.

Anima⁠(opens in a new window) brings these workflows into one platform, with specialized AI teammates that gather patient histories, process documents, and draft clinical notes for care teams. Its vision is personalized healthcare for everyone, guided by the conviction that care should follow need.

Anima began in the UK, where it now serves over 14 million patients across more than 1,000 clinics and processes more than 800,000 cases a month. It’s expanding into the US, Australia, and beyond. The company uses GPT‑6 models in its document workflows and GPT‑Live for calls, selecting OpenAI after benchmarking all closed-source and open-source models, according to Shun Pang, Anima’s CEO and co-founder.

“We chose OpenAI for Anima’s mission-critical workloads because of superior intelligence, intelligence per dollar, and steerability with in-context learning.”

—Shun Pang, Co-founder and CEO, Anima

Helping patients’ calls get through, and helping care teams serve them

Before he started Anima, Shun had gone through clinical training, where he saw a patient miss potentially life-saving care because abnormal test results sat in a queue for six months. He came to believe that the problem with healthcare wasn’t about medicine, but about how information moved through the system. He built Anima to give care teams more capacity to respond to patients’ needs. The platform brings patient requests, clinical documents, and follow-up work into one place.

Anima’s AI receptionist, Andi, is built on GPT‑Live. Patients can describe their symptoms over the phone to Andi, while Anima’s proprietary policy engine guides the conversation through deterministic, clinically approved intake workflows. GPT‑5.4 mini then selects the appropriate questionnaire, and the completed medical history appears as a structured case in the clinic dashboard. Doctors and clinic staff can review the case and take action from there.

Anima reports that clinics using Andi have reduced phone waits from 40 to 50 minutes to 10 minutes, a reduction of at least 75%. In Anima’s patient surveys, 86% said they would use Andi again. Anima found that people in their 80s and 90s were among its happiest users. “They’re very happy to talk to a voice agent,” says Shun. “It’s infinitely patient and very polite.”

Clearing 100,000 documents within days

Anima’s Documents product uses GPT‑6 models to extract information from incoming clinical documents such as the sender, recipient, document type, and event dates. A multi-stage pipeline then matches each document to the correct patient, identifies the appropriate clinical codes, and suggests the next action for clinic staff to review.

Clinical coding proved to be one of the hardest technical problems to solve. “There are around 800,000 possible SNOMED codes,” says Michael Skupien, Engineering Lead at Anima. “Only a fraction are used regularly, but different practices still make different decisions about which codes to use.”

Rather than ask clinics to configure the system or fine-tune separate models for each customer, Anima uses in-context learning to adapt model decisions to each practice. This approach requires models that can follow instructions consistently.

“All of OpenAI’s models are really good at following instructions, easy to steer, and reliable in that steering.”

—Michael Skupien, Engineering Lead, Anima

According to Anima, practices that used to process about 15 documents per hour typically process 30 to 45. Top-performing clinics process 45 to 60. “We’ve seen clinics clear document backlogs of more than 100,000 documents within days of adopting Anima,” says Shun. “That means important updates and medication changes reach clinicians promptly instead of sitting in a queue for months.”

Drafting clinical notes in seconds

As patients share critical information, doctors need to split their attention between listening and taking notes for the medical record. Anima built its Scribe product with GPT 5.6 Luna to turn consultation transcripts into structured clinical notes, and then reuse that same clinical context to draft referral letters and patient follow-up messages.

Instead of typing throughout the appointment, a doctor can give more of their attention to the patient. Anima reports that consultation notes that once took several minutes to write are drafted in seconds for the clinician’s review. Referral letters that often required 5 to 15 minutes to produce can also be drafted within seconds from the consultation and patient record, ready for the clinician to review.

“Patients receive clear follow-up messages shortly after the consultation, reducing anxiety and improving recall,” says Shun. “We often hear that doctors now finish their day on time instead of working until 8 or 9 p.m.”

Building capacity for care that follows need

Anima’s vision is personalized healthcare for everyone. That requires care teams to have the information, time, and capacity to understand each person’s needs and act on them across the whole patient journey.

Its work with OpenAI models supports practical steps towards that vision. Andi gathers information over the phone and turns it into structured requests for staff to act on. Documents helps teams process incoming clinical information. Scribe drafts notes and follow-up communications for clinicians to review.

Anima reports that most cases across its platform are resolved within 24 hours, with a median resolution time of approximately 3.5 hours. “We’re having a huge impact on 14 million patients in the UK supported by OpenAI’s models,” Shun says. “It’s really mission-critical for the patients and the clinics.”

Anima gives teams more room to care today, and helps them build pathways and services for the future.

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