A DNA occurs when an appointment is not attended and the patient has not contacted the practice in advance to cancel it. Wasted appointments are a huge problem throughout the NHS. The issue of DNAs is a continued frustration both for patients waiting to get an appointment and for those working in the practice as well as a waste of resources.
Cam and Uley Family Practice in an attempt to try to improve and rectify the problem has therefore agreed the following policy.
If you cannot attend or no longer need an appointment please let us know in advance. Mistakes do happen and the practice understands that appointments can be forgotten about or overlooked. In such cases, the practice will take into account the reason given by patients. Preference, of course, is for the practice to know in advance so we can offer the appointment(s) to other patients in need.
The appointment system is monitored weekly to search for patients who have not attended appointments booked with GPs, Practice Nurses or HCAs.
Failing to attend without prior notification
When a patient fails to attend an appointment with a healthcare professional a note of the date and time is made in their electronic medical record and they are automatically sent a text message via TPP. In the event of a patient not having a mobile phone a letter will be sent. This will be sent to the patient by the DNA administrator.
If the patient fails to attend a further appointment following receipt of the first text or letter, the administrator will write to the patient with a warning that future failure to attend appointments without prior notification could lead to their removal from the practice list.
When a patient fails to attend 3 appointments within a 12 month period, the practice manager will write to the patient, reminding them of the importance of cancelling unwanted appointments and detailing the consequence of not cancelling. This letter will also explain to the patient, that should they fail to attend a further appointment without prior notification, they risk being removed from the practice list.
Where a fourth DNA occurs within a 12 month period, the practice will review the individual case along with a senior GP. They will consider whether consistent failure to adhere to Cam and Uley Family 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, then a removal letter will be sent by the practice manager.