Failed Appointments

DNA Policy

'Did Not Attend' (DNA) is when the patient does not turn up for a pre-booked GP appointment and does not contact the practice in advance to cancel/change their appointment. Many valuable appointment slots are missed every month. The affect 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

Our Objectives

  • To free up appointments for those who genuinely need them
  • To reduce the waste of clinical time
  • To reduce the pressure on all staff in being able to offer prompt appointments

The Stables Medical Practice is committed to ensuring that the best possible service is provided to all patients registered with the practice.

Consistent application of the DNA policy by all practice staff (clinical and non-clinical) plays an important role in encouraging patients to assist in ensuring that clinics are managed as efficiently as possible. Practice staff will code DNA’s using the agreed read codes.

This policy relates to the handling of DNA’s and outlines the expectations of patients and staff in the management of these instances.

A weekly search will be performed by the Data Administrator to identify patients who have not turned up for GP appointments that week. This report will be reviewed by the GPs to identify patient’s who should be excluded from the general policy for clinical reasons e.g., memory loss. Once reviewed the list will be given to the Data Administrator to action.

If a patient fails to attend a pre-booked GP appointment on more than one occasion in the last 6 months, they will receive an informal warning letter advising them how to cancel or change their appointment if needed.

If the patient fails to attend another pre-booked GP appointment within 6 months of receiving the informal letter, a formal warning letter will be sent reminding them that a further recurrence may result in them being removed from the practice list.

Failure to attend one further pre-booked GP appointment will result in the patient being invited in to meet with the Practice Manager to discuss the reasons for non attendance. If patient’s do not attend this meeting their name will be added to a list of patients’ who may be removed due to failure to attend appointments. The partners will discuss, taking into consideration all relevant information and make a decision which may result in removal from the practice list.

Warning letters are valid for a period of 6 months.

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