Fair Use Policy

Our practice uses an online triage system to ensure that your request is directed to the appropriate member of our team and handled safely and efficiently.

This Fair Use Policy is designed to help all patients access our services fairly, while allowing us to provide the highest standard of care. If you have any questions after reading this, please contact the practice team.

The online triage system helps us to:

• Gain a clearer understanding of your needs
• Direct your request to the most appropriate clinical or administrative team member
• Provide timely advice or appointments based on clinical priority
• Manage demand safely and effectively across all patients

Like any system, there are limits. Excessive or inappropriate use can reduce appointment availability and delay care for others.

To ensure the system works effectively for everyone, we ask all patients to use our online triage and practice services responsibly and in accordance with this Fair Use Policy.

We are committed to:

• Treating every patient with dignity, respect, and fairness at all times
• Providing a personal, friendly, and confidential service
• Reviewing every online request and triaging it appropriately within 72 hours (3 working days)
• Ensuring you are directed to the most suitable healthcare professional, which may not always be a GP
• Using our resources responsibly to deliver safe, timely, and equitable care for all patients
• Providing clear, accessible information about our services and how to use them
• Welcoming feedback and offering a confidential and transparent complaints process

We ask all patients to:

• Submit one triage request per problem and provide full, accurate details
• Avoid submitting duplicate requests or chasing responses before the triage timeframe has passed
• Understand that not all issues require a GP appointment; our triage team will direct you to the most appropriate service
• Be available to attend at short notice if you are offered a same-day appointment for an urgent issue
• Attend all scheduled appointments or cancel them with sufficient notice
• Be patient during busy periods, as urgent cases may occasionally delay routine responses
• Make appropriate use of community services such as pharmacies, NHS 111, and self-care options
• Allow up to 72 hours (3 working days) for repeat prescription requests to be processed
• Keep your personal details up to date and treat all staff with courtesy and respect

Our triage team carefully reviews every online triage submission to ensure you receive the right care, from the right person, at the right time.

Please consider the following guidance:

• Many minor conditions, such as colds, coughs, sore throats, mild rashes, hay fever, and simple infections can be effectively managed through self-care or with advice from a community pharmacy
• NHS 111 is available 24 hours a day, 7 days a week for urgent medical concerns when the practice is closed
• Call 999 or attend A&E for emergencies or potentially life-threatening conditions
• Our team includes GPs, advanced nurse practitioners, practice nurses and clinical pharmacists so you may not always need to see a GP
• Please submit only one online triage per issue and include as much relevant detail as possible

Choosing the most appropriate service helps us protect capacity for urgent cases and ensures all patients receive timely and effective care.

Unfair use of our services may include, but is not limited to:

• Submitting multiple requests for the same issue within a short period
• Sending an excessive number of requests beyond reasonable patient need
• Using eConsult for urgent or emergency problems instead of contacting 999 or attending A&E
• Repeatedly chasing responses within short timeframes
• Any verbal or written abuse, harassment, or aggressive behaviour towards staff

Where such behaviour impacts our ability to provide safe, fair, and effective care, we may review an individual’s access to our services. This will always involve clear communication and a fair, proportionate assessment.

In rare and serious circumstances, particularly those involving aggression or breaches of the NHS Zero Tolerance Policy, removal from the practice list may be considered.

By using our online triage system responsibly and selecting the most appropriate service for your needs, you help us provide safe, timely, and equitable care for all patients.

Thank you for your cooperation and continued support.