Fair Use Policy

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Supporting safe, fair and timely care through our Accurx eConsult total triage system

Our practice operates a total triage system, meaning that all requests for medical or administrative support should be submitted through our Accurx eConsult platform first, unless otherwise directed. This ensures your request is sent to the right part of our team and managed safely and efficiently.

This Fair Use Policy has been created to help all patients access our services fairly and to ensure we can provide the best care possible. If you have any questions after reading this, please contact the practice team.

Our commitment to you

We are committed to:

  1. Treating every patient with dignity, respect and fairness.
  2. Offering a personal, friendly and confidential service.
  3. Reviewing every eConsult request and triaging it appropriately.
  4. Ensuring you are directed to the most appropriate healthcare professional, not always a GP.
  5. Using our resources responsibly so that care is safe, timely and equitable for all.
  6. Providing clear information about our services and how to access them.
  7. Welcoming feedback and providing a confidential complaints process.

Why fair use matters in a total triage system

Accurx eConsult helps us to:

  1. Understand your needs more clearly.
  2. Direct you to the right member of the clinical or administrative team.
  3. Provide timely advice or appointments based on clinical need.
  4. Manage demand safely across all patients.

However, like all systems, it has limits. When patients use the platform excessively or inappropriately, it reduces the availability of appointments and delays care for others.

To keep the system working well for everyone, we ask all patients to use eConsult and practice services responsibly and in line with this Fair Use Policy.

Using the appropriate service for the appropriate condition

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

Please consider the following:

  1. Self-care or community pharmacy is best for many minor conditions, such as colds, coughs, sore throats, mild rashes, hay fever, and simple infections.
  2. NHS 111 is available 24/7 for urgent issues when the practice is closed.
  3. 999 or A&E should be used for emergencies or potentially life-threatening symptoms.
  4. Our practice team includes GPs, advanced nurse practitioners, practice nurses, clinical pharmacists, first-contact physiotherapists, mental health practitioners and other specialists. You may not always need to see a GP.
  5. Only one eConsult should be submitted per issue, with as much detail as possible.

Choosing the right route helps us protect urgent capacity and ensures everyone receives timely care.

Examples of unfair or inappropriate use of Accurx eConsult or practice services

Unfair use may include, but is not limited to:

  1. Submitting multiple eConsults for the same issue within a short period.
  2. Sending excessive numbers of eConsults far beyond usual patient needs.
  3. Using eConsult for issues requiring urgent/emergency care instead of calling 999 or attending A&E.
  4. Using practice services to chase responses repeatedly within short timeframes.
  5. Any verbal or written abuse, harassment or aggressive behaviour toward staff.

If such behaviour affects our ability to provide safe and fair care, we may have to review an individual’s access to services. This process will always involve clear communication and a fair assessment.

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

How you can help us support you

  1. Submit one eConsult per problem and include full details.
  2. Avoid submitting duplicate requests or chasing responses before the triage timeframe has elapsed.
  3. Understand that not all issues require a GP appointment; our triage team will direct you appropriately.
  4. If you have an acute problem, you may be contacted at short notice with an appointment for the same day that you will need to be available to attend.
  5. Attend scheduled appointments or cancel them in good time.
  6. Be patient during busy periods, urgent needs may sometimes delay routine responses.
  7. Use community resources such as pharmacies, NHS 111, and self-care where appropriate.
  8. Respect the 48-hour processing time for repeat prescriptions.
  9. Keep your personal details up to date and treat all staff with courtesy.
  10. Request home visits only when medically necessary; all requests are triaged first.

Working together for better care

By using our Accurx eConsult total triage system responsibly and choosing the right service for your condition, you help us deliver safe, timely and equitable care for all patients.

Thank you for your cooperation and support. We truly appreciate your partnership in helping us provide the best possible service to our community.