DNA (Did Not Attend) Policy

 

Introduction

The purpose of this policy is to set out the procedure for the practice to follow when patients do not attend (DNA) appointments.

Informal Process

Any patient who DNA’s an appointment will be sent a text/email detailing the practice DNA policy and explaining the importance of cancelling appointments that are no longer required.

 

Formal Process

Stage 1

Patients will be sent a Stage 1 letter if they DNA 2 appointments within a 3 month period; this letter will ask them to cancel appointments that are no longer required and will explain the problems caused by DNA’s.

Stage 2

Patients will be sent a Stage 2 letter if they DNA for a 3rd time within a 6 month period and have already received a Stage 1 letter; this letter will advise them that they may risk removal from our list if they continue to DNA.

Stage 3

Patients who DNA 4 appointments within a 12 month period and have received both Stage 1 and Stage 2 letters will be sent a Stage 3 letter; this letter will advise them that the Partners have reviewed their case and decided to:

• Remove the patient from our list, or
• Offer one more chance with a warning that any further DNA within the next 12 month period will result in immediate removal

THE ABOVE WILL APPLY UNLESS A DOCTOR SPECIFICALLY REQUESTS/ADVISES OTHERWISE