Dear Patient,

Most of our patients know it can sometimes be difficult to get a routine appointment with a GP or Nurse. In the course of events where demand is unpredictable, that cannot easily be remedied. One thing that makes this even more difficult to overcome is the problem of missed routine appointments or DNAs (Did Not Attend).

Where patients have been declined routine appointments because the consultations are fully booked, it is at best disappointing when one of those booked appointments does not turn up and has not contacted the Practice to cancel the appointment so that it can be released for others or telephones so late as to make it impossible to allocate to another patient.

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 (less than half an hour before scheduled appointment) 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.

Whilst we are primarily concerned with our own appointment observance, consideration may also be given to any hospital appointments where we have been notified that a Patient has failed to attend. A re-referral on the part of the GP (more GP time) will often be required by the hospital department so that the Patient can be recalled.

Being delayed by traffic or picking up children at school or inability to find a parking space are not valid excuses. You should account for such delays happening and leave enough time. We are always receptive to accommodating a genuine case such as a major incident but aforementioned excuses are not acceptable.

DNA 1

Where this is the first occasion, a code will be added to the Patient’s medical record and the DNA counted in a monthly search. The patient will be notified by telephone of the risk of failing to keep their appointment again.

DNA 2

Where this is the second occasion, the Patient will be contacted by the Practice in writing.

DNA 3

Where a third DNA has occurred, the Practice will review the individual case 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). Removal from the list may follow.

How to Avoid Becoming a DNA

If you cannot attend or no longer need an appointment, please ring us in advance on 020 8985 1930.

What we as a Practice are doing to Reduce DNAs  

• We will provide an appointment card-note with appointment details for Patients who make an appointment face to face at our reception desk. Our appointment slips contain our text telephone number should Patients need to cancel (even at short notice).
• If you make an appointment over the telephone, we would suggest that Patients’ record/document the date and time in a way that can be easily accessed – in a diary, on a calendar or for the more technically minded on a mobile phone. Our staff are trained to repeat all appointment details and clarify understanding with Patients at the time of making the appointment.

KEEP IT OR CANCEL IT! SOMEONE ELSE NEEDS THE APPOINTMENT!