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 that it is impossible to allocate that time to another patient who needs treatment.
The Practice will code this DNA, prompting a retrospective check on the number of DNAs recorded against that person. As such, the following applies:
1st DNA
Where this is the first occasion, a code will be added to the patient’s medical records, and the patient will be contacted by text message. A note will also be added to their home screen, and the DNA will be counted in a monthly search.
2nd DNA
Where this is the second occasion, the patient will be contacted by the Practice, advised of their second missed appointment, and informed that if a further appointment is DNA’d, they could be at risk of compromising their relationship with the Practice. An additional note will also be added to their home screen, and the DNA will be counted in a monthly search.
3rd DNA
Where a third DNA has occurred, the Practice will review the individual case and decide how to address 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 instructions on policy and service provision and the patient has chosen to disregard this on several occasions despite due warning). This ultimately could result in you being removed from the Practice List, and you will need to register with an alternative Surgery.
Any correspondence sent to patients relating to DNAs is only valid for a 12-month period. All correspondence will be saved in each patient’s electronic health records.
By reducing the number of DNAs, the Practice will:
- Reduce wastage of appointments.
- Enhance the efficiency of clinical sessions.
- Increase productivity.
- Offer a more effective service to patients.
- Enable more effective booking of slots.
- Reduce costs.
How to Avoid Becoming a DNA
If you cannot keep an appointment, please let us know as soon as possible, ideally 24 hours before the scheduled appointment, by calling us on 01992 654004, and pressing option 1 to leave a message with your name, date of birth, day and time of your appointment to be cancelled after the tone.
Any appointment cancellation request less than 1 hour before the appointment will not be accepted as we may not have enough time to offer the cancelled appointment(s) to other patients in need.
Mistakes do happen, and the Practice understands that appointments can be forgotten or overlooked. However, each patient receives a text message confirmation and a reminder the day before the appointment for face-to-face appointments. If you are not receiving these, please check with Reception to make sure we have the correct contact details for you. If you have booked a telephone appointment and do not answer the call on the date of the appointment, this will also be recorded as a DNA.
Late Patients
Patients arriving more than 10 minutes late for a face-to-face appointment may be seen at the end of the surgery at the clinical team member’s discretion.
Patients arriving more than 15 minutes late for an appointment will not be seen and will be asked to re-book.