Fair Usage Policy

The following fair use policy has been designed to support fair use and access to the services for all.

Whilst our services may be described as “unlimited”, they will be subject always to this Fair Use Policy, as updated from time-to-time. Please read this carefully and contact your clinic team should you have any queries.

Fair Use Policy

We are committed to ensuring equitable access to our practice in order to deliver the best possible service. To ensure this, we ask all patients to make use of the services in a fair and reasonable manner and would like to kindly remind you that patients should use the TIC Health services in accordance with this Fair Use Policy.

Inconsiderate, disproportionate, or unfair use of the TIC Health services may mean that another patient who wants to access their GP or other healthcare professional’s unable to do so due to limited availability.

Examples of unfair use service may include, but are not limited to:

Significant deviation from average use of the GP surgery or scanning services e.g., submitting unreasonable numbers of consultation or scanning requests.
Any form of abuse or harassment of our staff.

Investigating / Finding Unfair Use

If unfair use is suspected, we reserve the right to review individual access. This process will include a series of communications with you followed by potential action (which may include suspension of your account).

Typical steps are:

Inform and explain to the patient, either personally or in writing, that there is a problem.
Obtain the patient’s perspective and interpretation of the situation.
The clinic will consider possible reasons for any such behaviour (e.g., disorders, cultural differences, mental health matters).
Where appropriate, inform the patient in writing of the decision and the reason for reduction in services allowance and/or withdrawal of or block on account.
Where necessary, direct the patient to other avenues of support (e.g., NHS provision).

Where a patient’s behaviour falls outside of that which is normally considered reasonable (e.g. breaches the NHS Zero Tolerance Policy) and leads to an irretrievable breakdown of the doctor-patient relationship, in a minority of cases this may also lead to the consideration of removal from the practice list itself.

Help Us To Help You

Please see below suggestions to help ensure that you are not in breach of the Fair Use Policy.

Please only submit consultation or scanning requests for the issues you require genuine help with.
Please include as much information as possible in your request.
Submitting the same request repeatedly may be deemed unfair use.
Keep appointments made with us or cancel in plenty of time.
Use our services responsibly.
Consider other avenues of help for minor conditions – self-care, pharmacy, NHS111 etc. where appropriate.
Utilise the services of other professionals / practices in the clinic.
Treat us with respect. We will not tolerate verbal or physical abuse.

Phone Number

0333 004 0955