Did Not Attend (DNA) Policy

We aim to provide timely, high-quality care to all our patients. Missed appointments prevent us from offering appointments to others who may need them. This policy explains what happens if you do not attend your appointment.

A Did Not Attend occurs when a patient does not attend a scheduled appointment and has not cancelled or rearranged it in advance.

On average – EVERY MONTH – 120 appointments with doctors and nurses are not attended wasting hours of doctor & nurse time

This results in

• An increase in waiting time for other patients

• A waste of Practice resources
• Frustration for staff & other patients

Unfortunately, some patients repeatedly do not attend their appointments.

This policy is aimed at –

• Raising patient awareness of the seriousness of missing booked appointments
• Of minimising wastage of Practice time & resources
• Increasing access to healthcare professionals for other patients

Cancelling or Rearranging Appointments

If you are unable to attend your appointment, please let us know as soon as possible.

• Appointments should be cancelled or rearranged at least 24 hours in advance.
• You can cancel by phone 01274 637031 Option 2. This will come through to an answerphone, and you need to leave your message including your name and date of birth.

What Happens If You Do Not Attend?

• The appointment will be recorded as a DNA.
• After 1 DNA, we may:
  • Contact you by phone or letter.
  • Review your future appointments

• After 2 DNA’s, we may:
  • Contact you by phone or letter

• • Require appointments to be booked differently

• After 3 DNA’s, we may:

• • Contact you by phone or letter

• Invite you to attend the surgery to formally discuss with the Operations Manager any difficulties you may have in attending booked appointments.

• • Remove you from the practice

 Exceptional Circumstances

We understand that emergencies happen. If there was a genuine reason you could not attend, please contact us as soon as possible so we can review the situation.

Why This Policy Matters

Missed appointments waste valuable clinical time and delay care for other patients. By attending or cancelling appointments on time, you help us provide a better service for everyone.

If you have any questions about this policy, please contact Paula Arnett, Operations Manager, Farrow Medical Centre.