DID NOT ATTEND (DNA) POLICY
As a practice we have approximately 700-800 unattended appointments per month. We deal with non-attendance and lateness proactively so that our services are not strained. We normally send two notifications for missed or late appointments before further action is considered.
Wasted appointments may mean another patient who wants to see their GP or Practice Nurse is unable to due to limited availability. We respectfully request that if something arises meaning you may miss or be late for an appointment in the future, you kindly let us know at least an hour in advance. Your appointment can then be given to someone else and a new one can be offered to you if needed.
PRACTICE DNA POLICY
A DNA occurs when an appointment is not attended and the patient has not contacted the practice in advance to cancel it or where the cancellation is so late as to make it impossible to allocate that time to another patient who needs treatment.
The practice will code this DNA and this will prompt a retrospective check on the number of DNAs recorded against that person.
A monthly search will be performed to identify patients who have three or more DNAs in the previous six months (not extending prior to the notice period commencing 1st January 2016); letter one will be sent.
Again a monthly search is carried out to identify patients who have received letter 1 and DNAd again and letter 2 will be sent.
Again a monthly search is carried out to identify patients who have DNAd in the previous months. Where a further, beyond letter 2, DNA has occurred, the practice will review the individual case at a practice meeting and a decision will be taken with regard to addressing the patient’s future ability to pre‑book routine appointments. The practice will consider whether consistent failure to adhere to our practice policy constitutes a breakdown between the Patient and the GP (where the GP practice has given clear instruction on policy and service provision and the patient has chosen to disregard this on several occasions in spite of due warning). If the decision is agreed to remove the patient a formal removal letter will be sent to the patient and the Kent Primary Care Agency to arrange removal. The patient will be given 30 days’ notice to find another practice.
If you have any concerns in respect of this Policy please ask to speak to the Practice Manager.