Approximately 40 appointments per month are ‘Did Not Attend’ (DNA), i.e. the patient does not turn up for the appointment and does not contact the surgery in advance to cancel/change appointment.
The affect of these are:
- An increase in the waiting time for appointments
- Frustration for both staff and patients
- A waste of clinical time
If a patient fails to attend a pre-booked appointment twice in the last 6 months, a verbal warning will be given and noted in the records, advising them that a further occurrence could risk removal from the Practice.
If the patient fails to attend another GP appointment, the matter will be discussed at a Practice Meeting and a majority agreement will be reached as to whether the patient will be removed from the Practice list. The decision whether to remove the patient will be taken on a case by case basis. If the decision results in removal:-
- NHS England West Midlands Team will be informed of the request to remove the patient from our list.
- A letter will be sent informing the patient that he/she is being removed from our list and detailing the reason for removal.
The DNA must be coded onto the clinical system at each non-attendance.