‘Did Not Attend’ (DNA) Policy

Rationale:  

Approximately 200 appointments per month are ‘Did Not Attends’, i.e. the patient does not turn up for the appointment and does not contact the surgery in advance to cancel/change appointment.  The effect of these are:-

• An increase in the waiting time for appointments
• Frustration for both staff and patients
• A waste of resources
• A potential risk to the health of the patient

It has been noticed that some patients persistently DNA appointments. These include appointments booked on the same day.

Policy:

If a patient DNA’s an appointment made on the same day, then they should be telephoned to ask the reason for this and the DNA policy explained re waste of time and resources as well as depriving another patient of an appointment

If a patient DNA’s an appointment twice then they will be sent a letter and a copy of the notice explaining the policy.

If they DNA a third appointment then a review of the case will be done by the Practice Manager and the Partners to establish whether there are any specific reasons (social or clinical) why the patient should not be removed, with an outcome of:

• The patient will be sent an invitation to meet with the Practice Manager to explain any difficulties they may have with keeping appointments, or
• They will be sent a letter informing them that in accordance with the practice policy, the practice has now requested that they be removed as a patient from the practice and they should find an alternative doctor.

Reviewed: Sept 2025

Next Review due: 2026