Fair usage policies are implemented to ensure that no individual patient’s use of services disproportionately impacts others, particularly during periods of high demand, thereby safeguarding equitable access and maintaining service quality for all patients.
Abbey Road Surgery has established this Fair Usage Policy to promote fair and equitable access to appointments and healthcare services.
We are committed to delivering the highest standard of care through equitable access for all patients.
To facilitate this, we respectfully request that all patients engage with our clinicians and administrative staff in a fair, consistent, and timely manner.
In order to maintain the efficient operation of the practice and ensure fair access for all, patients are expected to utilise our services in accordance with the provisions of this Fair Usage Policy.
Inconsiderate or excessive use may impede other patients’ ability to access their GP or other healthcare professionals due to limited availability.
Examples of unfair use include, but are not limited to:
- Utilisation of services at a level significantly exceeding the average, such as submitting an unreasonable volume of online consultations.
Should such behaviour materially affect our capacity to provide safe and effective care to all patients, the practice reserves the right to review and, if necessary, restrict individual access. This process will involve clear and transparent communication with the patient and may culminate in further action.
In exceptional circumstances, where a patient’s conduct is deemed unreasonable (for example, in breach of the NHS Zero Tolerance Policy) and results in an irretrievable breakdown of the doctor-patient relationship, the practice may consider removal from the patient list.
Our Commitment to Patients
- We shall treat all patients with dignity, respect, and fairness, without exception.
- We endeavour to provide a personalised, courteous, and confidential service.
- We aim to respond to online consultations within 48 working hours, commencing from the next working day following receipt of the request.
- We will keep patients informed regarding our services, their rights, and any pertinent information affecting their healthcare.
- We will allocate access to services based on an assessment of patient need.
- We are committed to continuously monitoring and improving our systems to operate as efficiently as possible within available resources.
- A confidential complaints procedure is available for patients to raise concerns.
- We welcome and seriously consider all feedback from patients to improve our services.
Patient Responsibilities
- Patients are requested to submit a single online consultation per issue, providing comprehensive information to facilitate appropriate care. Multiple submissions for the same matter or repeated chasing will not expedite responses.
- Patients should attend scheduled appointments or cancel with sufficient notice.
- Patience is requested during delays, which may be caused by emergencies or the need for additional time for other patients. Where possible, patients will be informed of anticipated delays.
- The service should be used responsibly; immediate treatment should not be expected for non-urgent or routine conditions.
- Patients are encouraged to consider alternative sources of assistance for minor ailments, such as self-care, pharmacies, or NHS 111 where appropriate.
- Patients should utilise the appropriate healthcare professional for their needs; GPs may not always be the most suitable provider.
- Allow sufficient time for processing of repeat prescription requests and please do not pressure staff to process sooner than the standard 48 working hours starting from the following working day after the request has been received.
- Patients should ensure that their personal contact details are kept up to date.
- All interactions with staff should be conducted respectfully; verbal or physical abuse will not be tolerated.
Breakdown of the Doctor-Patient Relationship
Occasionally, a patient’s conduct may persistently fall outside reasonable bounds, resulting in a breakdown of the doctor-patient relationship.
In such instances, the practice will:
Engage with the patient by:
- Notifying the patient, either by telephone or in writing, that a problem has been identified.
- Explaining the nature of the issue clearly.
- Seeking the patient’s perspective.
- Obtaining advice from the British Medical Association if required.
Within the practice:
- Inform relevant staff members.
- Discuss the patient’s behaviour and potential contributing factors (such as cultural differences or mental health conditions) at a Practice Meeting.
If resolution is not achieved:
- Submit a request for removal from the practice list to the Patient Registration Department (PCSE).
- Notify the patient in writing of the decision and the reasons for removal.
- Ensure the patient is not left without a General Practitioner.
- Provide guidance on how to register with an alternative practice.