Did Not Attend Policy

Introduction

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

General Policy

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.

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