At this practice, we strive to provide high-quality care to all our patients. Missed appointments, also known as “Did Not Attend” (DNA), have significant consequences not only for the patient who misses the appointment but also for other patients and the practice.
Patient Responsibility: Patients are encouraged to communicate with the practice when they are aware of anything which may affect their ability to attend an appointment.
Effects of DNA’s: The effect of DNAs on our patients and the practice include:
- Limited Appointment availability and,
- An increase in the waiting time for future appointments
- Denying another person the opportunity to be seen by a healthcare professional, potentially delaying necessary care.
- Wasting limited primary care resources
By working with our patients and reducing the number of DNAs, our practice will:
- Improve patient experiences with booking appointments.
- Enable more effective booking.
- Allow efficient running of clinics.
Missed Appointment [DNA] Policy.
1st DNA: Where this is the first occasion, a code will be added to the patient’s medical records, and the patient will be contacted by text message / letter to inform of missed appointment.
2nd DNA: On the second occasion, the patient will be contacted by the Practice via SMS and letter, advised of their second missed appointment, and warned that a further missed appointment within the next 6 months may result in the patient being asked to find another GP surgery.
3rd DNA: Where a third DNA has occurred, a final text message will be sent. There will also be a letter sent out informing the patient that due to repeated missed appointments, they will be removed from the practice list*. They will have 8 days to find an alternative GP surgery. The letter will also provide details on how to register with a new GP practice.
Exceptional circumstances: It is understood there may be extenuating circumstances as to why the patient has not attended their appointment. Therefore, missed appointments will be investigated to determine the reason of non- attendance.
Clinical Judgement: *Clinical judgement will be applied before any decision is made to remove a patient from the practice list. We are committed to ensuring that vulnerable patients are not unfairly penalised under this policy.
Help us to help you!
If you cannot attend or no longer need an appointment, please ring us in advance – ideally 24 hours before the scheduled appointment, or as soon as you realise.
The Practice understands that appointments can be forgotten about. However, each patient receives a text message reminder 24 hours before the appointment. If you are not receiving these please check with Reception to make sure we have the correct contact details for you.
You can also cancel appointments by using the appointments service on the NHS App or by visiting reception to advise that you no longer need your booked appointment.