DNA Policy

A significant number of appointments per week are classified as ‘Did Not Attend’ (DNA). DNA means that the patient does not turn up for the appointment and does not contact the surgery in advance to cancel/change appointment.

The effect of DNAs is:

  • An increase in the waiting time for appointments
  • Frustration for both staff and patients
  • A waste of resources

By reducing the number of DNAs, the practice should be able to:

  • Reduce costs
  • Increase productivity
  • Enable more effective booking
  • Allow efficient running of clinic

Please help us to avoid this by cancelling your appointment in good time (preferably 24 hours ahead) so that we may offer your appointment to another patient who needs it.

You can cancel your appointment in the following ways:

  • online via the NHS app
  • by phoning 01234 762500
  • via our on-line services (SystmConnect)

Mistakes do happen and the Practice understands that appointments can be forgotten about or overlooked. In such cases, the Practice will take into account the reason given by Patients.

Important information when you miss your appointment (our DNA policy)

Patients not attending their appointments has serious implications on the healthcare system and on those who genuinely need appointments but do not get because of other people not attending their appointments. We have a strict policy for those who do not attend their pre-booked appointment and do not bother to cancel or inform the practice of their non attendance.

  • In the event that a patient does not attend (DNA) an appointment then the appointment will be recorded as a DNA
  • On the first occasion a text will be sent to the patient with a link to the DNA policy and reminding them to cancel in good time if they cannot attend
  • If a patient does not attend (DNA) for 4 appointments within a 12 month period, they will be sent a letter/SMS explaining that they did not attend their appointment.  This will be a formal warning letter reminding them that should they miss another appointment they risk being removed from the practice list.  If no explanation is given the practice may decide to remove the patient from practice’s list and inform the health authority of their removal.
  • If a patient DNA’s once more then a letter will be sent, and removal will be processed immediately and the health authority will be informed/notified.

To avoid all of this please ensure that you cancel your appointment in good time (and an absolute minimum of an hour before the appointment time. Anything cancelled after this time could still count as a DNA).