DNA Policy
FAILURE TO ATTEND APPOINTMENT PROCEDURE (Did Not Attend or known as DNAs)
2025
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” e.g. winter and after bank holidays are taken into account.
Failure to attend NHS doctor and nurse appointments is serious time wasting 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 (unless the patient is less than 16 years old and therefore deemed a minor). * Separate policy for children under 16 years of age.
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 is instructed to take the following steps
DOCTORS AND NURSES APPOINTMENTS
First missed appointment – recorded onto computer system as First Did Not Attend. The first letter is support and will ask for reasons for default. First DNA appointment letter sent with copy of DNA procedure.
If a patient rings to cancel an appointment within 30 minutes of appointment time, this will still be recorded as Did Not Attend and the patient/caller will be advised.
Second missed appointment (within 12 months) – recorded on computer Second Did Not attend.
A second DNA Letter sent to patients registered address advising details of two missed appointment and request for better cooperation.
Third missed appointment (within 12 month period) – Recorded on computer Check letter sent after second missed appointment – if yes send further letter to patient advising that their registration status will be terminated unless they contact the practice to appeal..
THIRD AND FUTURE missed appointments in a 12 month period – DISCUSSED AT THE WEEKLY CLINICAL MEETING AS MISSED APPOINTMENTS ARE AN INDICATION THAT YOUR CHILDS’ NEEDS ARE NOT BEING MET..
PARENTS WILL BE CONTACTED BY THE PRACTICE SAFEGUARDING LEAD AND INVITED FOR DISCUSSION. ENTRY ON SAFEGUARDING NODE RECORDED
APPEALS – PLEASE BE ADVISED THE PRACTICE WILL ALWAYS RESPOND TO REASONABLE APPEALS AND VALID REASONS with 14 days of missed appointment
