DNA-Did Not Attend Policy

Due to high levels of patients not attending appointments, we have reviewed our practice policy. Patients who fail to attend appointments and do not contact the surgery in advance will be managed according to the practice DNA policy as outlined below:

  • Any patient who misses their appointment without cancelling in advance will be sent a standard text reminder notifying them of the missed appointment and reminding them of our policy if they continue to miss appointments.
  • If a patient fails to attend two appointments within the last 12 months, their case will be discussed at a practice meeting. An informal warning letter may be sent to the patient, advising them that further missed appointments could result in removal from the practice.
  • If the patient fails to attend a third appointment within 12 months of receiving a warning letter, the matter will be discussed at a practice meeting, and a majority agreement will be reached regarding whether the patient will be removed from the practice list. The patient will be informed of the outcome of this meeting with a formal letter.
  • Warning letters are valid for a period of 12 months. Removal based on warnings older than 12 months will be invalid. In such cases, a further formal warning and grace period will be required.
  • For parents, please note that the above policy will also apply to children who are not brought to their appointments. Missed appointments will prompt a discussion in a practice meeting and a review with our safeguarding lead. Failing to bring children to their appointments can be indicative of other problems that would necessitate further action.