Did Not Attend (“DNA”) Policy
- Introduction: Due to increasing numbers of patients failing to attend their appointments without giving adequate notice, we have reluctantly decided to adopt a strict policy for persistent non-attendance. The combined effect of multiple DNAs is disruptive to both patients and staff and increases waiting times for appointments. Please be aware that patients who persistently fail to attend their appointments without giving adequate notice will be removed from our books. Our full policy can be read below.
- Purpose: Mayflower Medical Centre is committed to providing the best possible standard of healthcare to its patients and using NHS resources to full efficiency. Multiple DNAs have an adverse effect on both patients and staff, resulting in:
- Appointment slots going to waste when they could have been used for other patients, thereby increasing waiting times
- Patients sitting in the waiting room past their appointment time
- Practice staff having to re-book DNA patients, which diverts them from their other duties
This policy outlines how DNAs are handled within Mayflower Medical Centre and sets out the responsibilities of staff and patients.
- Responsibility: Every reasonable effort must be made by Mayflower Medical Centre to ensure that the patient is aware of their scheduled appointment. In cases of unavoidable circumstances that lead to persistent non-attendance, the practice will exercise discretion on a case by case basis.
- The patient’s responsibility is to:
- Advise Mayflower Medical Centre of any change to their contact details in a timely fashion
- Attend their appointment or cancel at least 24 hours in advance so that the appointment can be made available to another patient. Please note that mitigating circumstances such as an accident or other unforeseen events will be taken into account
If a patient fails to attend an appointment without contacting the surgery at least 24 hours in advance, the below process will be followed:
In the first instance of non-attendance, a letter will be sent explaining that they did not attend their appointment and the impact DNAs has upon the surgery and its other patients. The letter will state that no action will be taken at this time but that they will be required to contact us at least 24 hours in advance if they cannot attend an appointment. Finally, the letter will warn the patient that any further non-attendance may result in them being removed from our books. If a patient fails to attend a second appointment within 12 months of the first DNA, a second letter will be sent explaining that a third DNA will result in them being removed from our books. If they fail to attend a third appointment within 6 months of the second DNA, a third letter will be sent to inform them that they will be removed from our books unless they contact the practice manager to discuss the reasons for their persistent non-attendance. They will be given a 4 week time period to do so. If there are no mitigating circumstances or the patient does not get in contact, the practice will then request that they are removed from our books. The patient’s GP will always be consulted before removal takes place.