Did not attend (DNA) policy

What a DNA is

A DNA appointment is when a patient does not turn up for appointments and does not contact the surgery to cancel or change the appointment.

We understand that there are situations that can make it impossible for you to cancel your appointment, for example being admitted to hospital.

Our DNA policy

If you are unable to attend your appointment, please contact the surgery as soon as possible to cancel or rearrange it. This allows us to offer the appointment to another patient.

If you do not attend your appointment and have not contacted us in advance, this will be recorded as a DNA.

We operate a rolling 12-month DNA policy. This means that your DNA history is reviewed over the previous 12 months each time you miss an appointment.

• First DNA within a rolling 12-month period: You will receive a DNA text message or letter reminding you of our attendance policy.
• Second DNA within a rolling 12-month period: You will receive a further DNA text message or letter advising you that continued missed appointments may result in removal from the practice list.
• Third DNA within a rolling 12-month period: You will receive a final warning by text message or letter.
• Fourth DNA within the same rolling 12-month period: You will be removed from the practice list. Removal will take place 8 days after the date of the final warning.

If you are unable to attend

If something unexpected happens and you cannot attend your appointment, please let us know as soon as you are able to do so.

You can cancel your appointment by:

• using our online cancellation service via our website
• replying “CANCEL” to your appointment reminder text
• using the NHS App
• telephoning the practice.

Cancelling as soon as possible allows us to offer the appointment to another patient.

This policy is intended to ensure that appointments are used effectively, reduce wasted appointments and minimise the impact of missed appointments on other patients.