Service Fair Usage

1.  PURPOSE

Take Back Your Mind UK (TBYM) is a mental health organisation delivering free mental health support through trained volunteers. Demand for our service consistently exceeds the number of appointments available, and we have a responsibility to ensure that access is distributed equitably across all people who need our help.

This policy sets out the fair usage limit that applies to online appointment bookings, explains why the limit exists, and describes how it is applied and enforced. It applies to all service users booking appointments through the TBYM online booking system.
2.  SCOPE

This policy applies to:

• All individuals booking appointments through the TBYM online appointment system.
• All appointment types available through the booking system (30-minute and 60-minute sessions).
• All communication methods available through the booking system (Messaging, Voice, and Video).

3.  THE FAIR USAGE LIMIT

A maximum of 2 appointments per person, per calendar week.

This equates to up to 2 hours of supported time per week. The limit resets at the start of each new calendar week (Monday 00:00).
A "calendar week" is defined as Monday 00:00 to Sunday 23:59 in the week in which the appointment falls. Appointments are counted against the week of the appointment date, not the week in which the booking was made.
Both 30-minute and 60-minute appointments count equally towards the weekly total. Two 30-minute appointments, one 30-minute and one 60-minute appointment, and two 60-minute appointments all reach the limit in the same way.
Cancelled appointments are not counted towards the weekly total.
4.  HOW THE LIMIT IS APPLIED

The limit is applied automatically by the TBYM booking system. When a service user attempts to book an appointment, the system checks the number of active (non-cancelled) appointments already held in the same calendar week using the email address provided.

If the limit has already been reached for that week, the booking will not be accepted and the service user will receive a clear explanation. If the limit has not been reached, the booking will proceed as normal.
The check is performed using the email address entered at the point of booking. Service users should ensure they use the same email address for all bookings.
5.  RATIONALE

The limit has been introduced for the following reasons:

Why we introduced this policy
TBYM is a free, volunteer-delivered service. Volunteer availability is finite. We have observed service users booking multiple appointments each week, reducing the number of slots available to others who are waiting for their first contact or who have not been able to access support for some time.
This policy is not a restriction on care. It is a measure to protect equitable access so that our support can reach as many people as possible.
6.  EXCEPTIONS AND ESCALATION

TBYM recognises that individual circumstances vary. The following applies to service users who feel the weekly limit does not adequately meet their needs:

6.1  Speak to a Volunteer

If you feel you need additional support beyond the weekly limit, we encourage you to raise this with a volunteer during your appointment. Volunteers are trained to listen and can help identify the most appropriate level and type of support for your situation.

6.2  Signposting

Our volunteers can signpost you to additional support services, including:

• NHS mental health services and crisis teams.
• Samaritans (116 123, available 24/7).
• Other charities and organisations providing more intensive or specialist support.

6.3  Requesting a Limit Review

Service users who believe their circumstances warrant an exception to this policy may contact TBYM directly at [email protected]. Requests will be considered on a case-by-case basis by the Service Manager. TBYM reserves the right to decline exception requests where doing so would unreasonably restrict access for other service users.

7.  SAFEGUARDING

If you are in crisis

This policy is not intended to prevent access to urgent help. If you are experiencing a mental health crisis, please do not wait for an appointment.
• Emergency services: 999
• Samaritans (free, 24/7): 116 123
• NHS urgent mental health: 111
TBYM volunteers are trained to identify safeguarding concerns. If a volunteer has concerns about your safety during an appointment, they will follow TBYM's Safeguarding Policy regardless of how many appointments you have booked.
8.  COMPLIANCE AND REVIEW

This policy applies to all service users of the TBYM online booking system. Use of the booking system constitutes acceptance of this policy.

The weekly limit and associated processes will be reviewed by the Service Manager on a quarterly basis, or sooner if demand patterns or service capacity change significantly. Any changes to the limit will be published on the TBYM website and will take effect on the date stated.