Failure to attend appointments
Definition
A Did Not Attend (DNA) occurs when a patient misses an appointment without prior notice or cancels too late to reallocate the time.
DNA 1
- The first missed appointment will be noted in the patient’s record.
- The patient will receive a letter or text to inform them and clarify if the notice was sent in error.
DNA 2
- A second missed appointment triggers a follow-up letter.
- The patient will be asked to contact the practice to explain the reason and warned that repeated DNAs may impact their relationship with the practice.
DNA 3
- A third missed appointment prompts a review by the Governance Manager and partners.
- The practice may restrict the patient’s ability to pre-book appointments if repeated DNAs are deemed a policy violation.
Removing a Patient from the Practice List
The decision to remove a patient from the practice list is taken seriously and will involve consultation with management and partners. Patients will only be removed if a partner agrees, and all removals will comply with The NHS General Medical Services Regulations 2015.
Process for Removal
- Warning: The patient will be notified in writing that their repeated DNAs have placed them at risk of removal.
- Documentation: The practice will keep a detailed record of the reasons, circumstances, and grounds for removal.
- Notification: If removal is confirmed, the patient will receive a formal letter explaining the decision and advising them to register with another practice.
- NHS England: The Practice Manager will inform NHS England and initiate the removal process. The patient will be removed from the registered list on the eighth day following notification to NHS England.
This policy ensures that appointments are used effectively to meet the needs of all patients while providing fair and transparent communication for those who may face removal from the practice list.