DNA Policy

THE ROCKWELL AND WROSE PRACTICE

FAILURE TO ATTEND APPOINTMENT PROCEDURE (DNAs)

January 2019

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 …….

It is now widely recognised that when children  ( or minors)   are regularly  not brought to appointments  it could be an indication of neglect and therefore trigger safeguarding procedures.

Staff are instructed to take the following steps

DOCTORS AND NURSES APPOINTMENTS

First missed appointment – recorded onto computer system as Did Not Attend. First DNA appointment letter sent with copy of DNA procedure.  Any child will be recorded as “child not brought”

If a patient rings to cancel an appointment within 15 minutes of appointment time, this will still be recorded as Did Not Attend and the patient/caller will be advised.

Second missed appointment – recorded on computer as Did Not Attend.

2 DNA   Letter sent to patients registered address advising details of two missed appointment and request for better cooperation. Any child will be recorded as “child not brought”

Third missed appointment (within 12 month period) – Recorded on computer as Did Not Attend.   Check letter sent after second missed appointment – if yes send further letter to patient and invite response.  Failure to respond will result in deregistration.

Contact with the practice will include discussion with Office Supervisor about patient responsibility and warning of registration.

For children – the parent will be contacted and asked to discussed whether the health needs of the child are being met

Further missed appointment – automatic deregistration.

APPEALS – PLEASE BE ADVISED THE PRACTICE WILL ALWAYS RESPOND TO REASONABLE APPEALS AND VALID REASONS

Rachel Thompson

21.11.2019