Did Not Attend (DNA) Policy

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We strive to offer as many appointments to our patients. In order to do this we need to have strict guidelines in place to fully utilise every available appointment.In light of this we have introduced this policy; Did Not Attend (DNA) for our patients.

What can I do to cancel my appointments?

Just let us know.

We would like at least 24 hour’s notice, but we know this is not always possible, so, try and let us know at least 1 hour ahead of your scheduled appointment time.

Letting us know as soon as possible, allows us to offer another patient the appointment.

It is your responsibility to update contact details so appointment reminders can be sent.

You can cancel your appointment by:

  • Calling us on 01924 767282
  • Reply to the text reminder – follow instructions within that text reminder
  • Use the NHS app or Patient Access app
  • Attend the practice in person to cancel
  • Visit our website – Appointments, Cancellations / Missed Appointments and click on “cancel your appointment online”

What does “Did Not Attend” mean?

DNA means Did Not Attend.

It is when a patient fails to attend their appointment without a valid reason, which results in a wasted appointment.

This appointment could have been given to another patient who is in urgent need of care.

We need to reduce the number of DNA appointments that occur.

What will happened if I forget to cancel, or miss an appointment?

If you miss ONE appointment:

We will send you a text (or a letter to those without a mobile number) to remind you that you missed an appointment, and direct you to review this policy, so you are aware of the next steps if you fail to turn up to any other appointments within a 12 month rolling period.

If you miss TWO appointments within a rolling 12 month period:

You will be sent a first warning letter from the practice, asking you to explain why you did not attend, and advising you that another missed appointment could result in you being removed from the practice list.

If the reason is deemed valid, this DNA notification will be updated to accept your reason.

If you miss THREE appointments or more within a rolling 12 month period:

You will be sent a second warning letter.

If you have a valid reason for the DNA – we will waive this third DNA, but the first two DNAs will remain.

If no valid reason is given – there will be a discussion at GP Partner level to discuss removal from the practice list.

You will be informed of the decision in writing.

Once a removal has been actioned, you will have 30 days to find a new GP practice to accept you onto their register.

You will not be able to re-register with us again for 12 months, from the date you are removed from the practice list.

FAQs

I did not bring my child to the appointment, why have I received the ‘Did Not Attend’ message?

A child that fails to attend appointment is recorded as ‘Was not brought in’

A child cannot attend an appointment alone, so we record the DNA as a ‘Was not brought in’

The same DNA policy above applies to you and your child

I have a friend who has DNA’d lots of appointments however they remain registered with the practice, why is this?

There are some patients who have certain clinical needs and it is not in there best interests to remove them from the practice list.

Patients may also be going through a period of treatment which requires them to have a regular GP.

ALL decisions on patient removals from the practice list are made only following discussions with the GP Partners.