Acceptable Use Policy
Rules for permitted use of the GP Triage platform by NHS GP practices and their authorised staff.
Acceptable Use Policy
1. Purpose
This Acceptable Use Policy sets out the rules for permitted use of the GP Triage platform by NHS GP practices and their authorised staff. It applies to all individuals at a Customer organisation who access or use the GP Triage platform, dashboard, or any associated systems.
GP Triage is provided to support the safe and effective delivery of NHS primary care. Use of the platform outside the terms of this policy may result in suspension of access, termination of the contract, or referral to appropriate regulatory bodies.
2. Authorised Use
The GP Triage platform may be used only for the following purposes:
- Enabling patients registered at the practice to submit triage requests and book appointments through the GP Triage patient-facing interface
- Assisting patients who contact the practice by telephone to submit triage requests on their behalf through the GP Triage dashboard
- Reviewing, actioning, and managing triage requests and admin queries through the GP Triage practice dashboard
- Monitoring appointment booking volumes, triage categories, and platform analytics through the dashboard for clinical governance and operational purposes
- Configuring and managing practice-specific pathways, appointment types, and routing rules through the dashboard in accordance with the practice's agreed onboarding configuration
3. Prohibited Use
| Category | Prohibited Activities |
|---|---|
| Access and Authentication | Sharing login credentials or dashboard access with any person who is not an authorised user at the practice. Accessing the GP Triage platform using credentials issued to another practice or organisation. Attempting to access patient records belonging to patients not registered at the practice. |
| Patient Data | Using patient data obtained through GP Triage for any purpose other than the direct care of that patient. Downloading, exporting, or copying patient triage data to unapproved systems or personal devices. Sharing patient triage outputs with any third party without appropriate clinical justification. |
| Platform Integrity | Attempting to reverse engineer, modify, or interfere with the GP Triage platform or its underlying systems. Attempting to circumvent any clinical safety, triage, or booking logic within the platform. Using automated tools, bots, or scripts to interact with the platform. |
| Misuse | Using GP Triage to book appointments fraudulently or inappropriately. Submitting false or misleading clinical information into the triage system. Using the platform for any purpose other than the delivery of NHS primary care services. |
4. Account Security
Each authorised user is responsible for maintaining the security of their own login credentials. The following rules apply to all users:
- Login credentials must not be shared with any other person under any circumstances
- Users must log out of the GP Triage dashboard when leaving a workstation unattended
- Any suspected compromise of login credentials must be reported to GP Triage immediately at info@gptriage.com or 0121 798 2598
- Users must not access the platform from public or shared devices without appropriate security controls in place
5. Clinical Oversight
GP Triage operates as an autonomous triage and booking tool. The platform risk-stratifies patient presentations and books appointments without manual intervention. The Customer is required to nominate a duty clinician or senior staff member to provide oversight of the platform and to be available to review triage outputs where clinically necessary.
This oversight requirement is a clinical governance obligation, not a triage function. GP Triage does not require manual review of every triage request. The nominated individual is responsible for monitoring the platform for any unusual patterns or presentations that may require clinical attention.
6. Reporting Concerns
Any concern relating to the use of the GP Triage platform, including suspected misuse, a security incident, or a clinical safety concern, should be reported to GP Triage immediately:
- Email: info@gptriage.com
- Telephone: 0121 798 2598
- Support hours: Monday to Friday, 9am to 5pm GMT/BST
- Critical incidents: 24-hour response available for patient safety or platform outage events
7. Consequences of Misuse
Breach of this policy may result in suspension of dashboard access pending investigation, termination of the contract in accordance with the Contract Agreement and Terms and Conditions, and referral to the CQC, NHS England, or other appropriate regulatory bodies where patient safety or data protection obligations have been compromised.
8. Updates to This Policy
This policy may be updated from time to time. The current version is always available at www.gptriage.com/governance. Material changes will be communicated to practices in writing with reasonable notice.
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