Failure To Attend Appointment Procedure (DNAs) April 2011
Significant amount of time is invested at this surgery to create an appointments rota that will adequately manage supply and demand. All factors including doctors training, annual leave and known “higher demand times” eg winter and after bank holidays are taken into account.
Failure to attend NHS doctor and nurse appointments is serious timewasting of expensive resources.
This practice actively manages patients who persistently fail to attend an appointment and in some cases with take steps to deregister a patient.
It is a myth that doctors and nurse time is not affected.
It is common for patients who fail to attend then request a further appointment within 48 hours – busying reception and appointment rota further …….
Staff are instructed to take the following steps
Doctors And Nurses Appointments
First missed appointment – recorded onto computer system as Did Not Attend.
If a patient rings to cancel an appointment within 15 minutes of appointment time, this will still be recorded as Did Not Attend. A letter will be sent advising of our policy.
Second Missed Appointment-Recorded on computer as Did Not Attend.
Letter sent to patients registered address advising details of two missed appointment and advising a 3rd missed appointment will result in automatic de-registration.
Third missed appointment (within 12 month period)-Recorded on computer as Did Not Attend.
Final letter sent advising of de-registration.
Appeals-Please be advised the practice will always respond to reasonable appeals and valid reasons