Did Not Attend Policy

Introduction

There are many appointments per month which are classified as'Did Not Attend'(DNA) - i.e. the patient did not turn up for the appointment and did not contact the surgery at least 24 hours in advance to cancel or change the appointment. The effects of these are:

• An increase in the waiting time for appointments
• Frustration for both staff and patients
• A waste of resources
• A potential risk to the health of the patient

Also see Policy for removal of patients from practice list for up to date procedural guidelines.

General Policy

Newnham Walk Surgery DNA policy has been agreed as a practice. Whilst it is impoftant to be consistent, there will be exceptions on an  individual case-by-case basis. Our policy can be conveyed by notices in the waiting room, as well as a copy of the system on the surgery website.

If a patient repeatedly fails to attend pre-booked appointments an informal warning letter may be sent to the patient, advising them that a further occurrence could risk removal from the practice.

If the patient fails to attend another 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. In this case a formal warning letter will be issued. 

Warning letters are valid for a period of 12 months. Removal based on warnings greater than 12 months old will be invalid - in this case a further formal warning and period of grace will be required.