Keppoch Medical Practice – Fair Use Policy & Supporting Patients to Access Care Effectively
We recognise that people access healthcare in different ways and that health conditions, communication needs, previous experiences, personal circumstances and life events may affect how someone uses our services.
We are committed to providing care that is respectful, compassionate and person-centred. We aim to work in partnership with patients to understand their needs and support them to access the most appropriate care.
Sometimes patients may contact the practice repeatedly, submit multiple requests, or find it difficult to engage with advice provided. When this happens, we will seek to understand the reasons for this and consider whether additional support, continuity of care, reasonable adjustments, or alternative approaches may be helpful. Frequent contact alone will not be viewed as inappropriate use of services.
Working Together to Use NHS Resources Fairly
- Submit one eConsult for each health concern where possible.
- Include as much relevant information as you can.
- Allow time for your request to be reviewed before submitting a duplicate enquiry.
- Attend appointments or let us know if you can no longer attend.
- Consider self-care, community pharmacy services, NHS24 on 111 and other NHS services when appropriate.
- Treat staff and other patients with dignity and respect.
- Respect the processing time for safe management of repeat prescriptions.
- Keep your contact details up to date.
- Request home visits only when medically necessary; all requests are triaged first.
Accessing the right care at the right time
Our reception and care navigation team play an important role in helping patients access the most appropriate care. We ask patients to accept advice and signposting from our team when they are directed to another healthcare professional or service that is better suited to meet their needs. This may include community pharmacy, physiotherapy, mental health services, nursing services, NHS24, or other members of the practice team. Working with our care navigation process helps ensure patients receive the right care, in the right place, from the right person, at the right time.
When We May Discuss Service Use
Occasionally, we may contact a patient to discuss how practice services are being used if we believe a different approach may better support their health needs or help us provide fair access to care for all patients.
These conversations are intended to be supportive and constructive. They may explore:
- Whether the patient’s needs are being fully met.
- Whether continuity with a particular clinician would be beneficial.
- Whether any communication or accessibility needs should be considered.
- Whether another member of the multidisciplinary team may be better placed to help.
- Whether alternative ways of accessing care would better meet the patient’s needs, this may be with other professionals within the practice or other organisations.
Any review will be undertaken fairly, respectfully and with consideration of the individual’s circumstances, clinical needs and preferences.
Equality and Reasonable Adjustments
We are committed to ensuring that our services are accessible and inclusive. We will make reasonable adjustments where appropriate and will not disadvantage patients because of protected characteristics, disability, communication needs, mental health conditions or social circumstances.
Zero Tolerance
The practice operates in accordance with NHS Scotland’s Zero Tolerance approach to violence, threats, harassment or abuse towards staff or other patients. Such behaviour may result in formal action and, in exceptional circumstances, removal from the practice list in accordance with NHS regulations.
Working Together for Better Care
By using our services and eConsult system responsibly and choosing the right service for your condition, you help us deliver safe, timely and equitable care for all patients.