Fair Use Policy

North Swindon Practice – Fair Use Policy

North Swindon Practice is committed to ensuring fair, safe and equitable access to healthcare for all patients. This Fair Use Policy sets out how our services should be used so that no single patient’s usage negatively affects the care available to others.

Our practice operates a Total Triage model of care. This means that all requests for clinical or administrative support must be submitted via our Rapid Health online triage system, unless you are advised otherwise by the practice team. Our team is here to assist anyone who genuinely cannot complete the form online by helping complete it over the phone or in person.

Using Rapid Health appropriately helps us manage demand effectively, direct patients to the right clinician and keep appointments available for those with the greatest clinical need.

Patients can self-book a Livi GP video appointment using their mobile or tablet, without needing to complete a Rapid Health triage form.

Why Fair Use Matters

Our appointment capacity is limited and must be shared fairly between all patients. Excessive, duplicate or inappropriate use of our systems can lead to:

• Reduced appointment availability
• Longer waiting times
• Delayed care for those with same-day or medically complex needs
• Increased administrative pressure on our care navigation team

This policy helps ensure that the service operates safely, efficiently and fairly.

Fair Use Expectations – How to Use Our Services Appropriately

To ensure fair access for all patients, we ask everyone to use our services responsibly. The following behaviours help us provide safe, timely and equitable care:

Use Rapid Health Appropriately

• Submit one Rapid Health request, including all relevant details.
• Avoid submitting duplicate requests or repeatedly chasing outcomes unless we have asked you for more information.
• When submitting a request on behalf of someone else, that you have their permission to do so.
• We understand that some families may share contact details. Please ensure that the correct information, including the patient’s name and date of birth, is provided for the person the request relates to rather than the person submitting it.

Use Appointments Fairly

• Submit only one appointment request for your most pressing concern. (When you come in for your appointment, you can talk about your other concerns too. If the doctor or nurse feel you may need additional time with another appointment, they will assist further at that time)
• Avoid booking multiple appointments within the same week or for the same concern unless otherwise directed by a clinician or a member of our practice team.
• Attend appointments as scheduled or cancel in good time so they can be offered to another patient.
• Do not use clinical appointments for non‑clinical matters. Please see our Social Prescribing services for non-clinical support matters.
• Be open to seeing the most appropriate clinician, not all issues require a GP. You may also be directed to attend a Pharmacy First - NHS appointment or treatment with another available service not at the practice.

Respect Others’ Access

• Use services responsibly and avoid requesting same‑day care for routine or longstanding issues.
• Be patient if delays occur; emergencies sometimes happen and require additional clinician time.
• Provide accurate information in your Rapid Health submission. Withholding or altering information to obtain appointments outside clinical need is unfair to others.
• Allow ample time for repeat prescriptions to be processed.
• Keep your personal details up to date.

Behaviour and Conduct

• Treat all staff with courtesy and respect, at all times, whether in person, over the phone or online. Abusive, aggressive, discriminatory or inappropriate behaviour in any form or setting will not be tolerated.

Managing Persistent Unfair Use

We understand that some patients have complex needs which may require ongoing support. Fair use is not about limiting access to necessary care; it’s about addressing patterns of misuse that negatively affect others.

If a patient’s use of services becomes excessive or impacts our ability to care for others, we may take the following steps:

• Initial Contact: We will contact the patient by phone or in-writing to discuss or note our concerns, explore any underlying reasons and offer considerations.
• Monitoring Period: The patient’s usage may be monitored for a defined period to assess improvements.
• Formal Warning: If behaviour continues, the patient may receive a written warning outlining the need to change behaviour.
• Serious or Persistent Misuse: In the most serious cases such as persistent misuse, aggressive behaviour or breaches of NHS Zero Tolerance standards, access to certain services may be restricted or the patient may be removed from the practice list in accordance with NHS policy.

Our commitment to you is Always Doing Our Best. Your support in following this Fair Use Policy helps us provide timely, compassionate and effective care to every patient who relies on North Swindon Practice.