Did not attend (DNA) policy (Updated September 2025)

Most of our patients know it can sometimes be difficult to a get a routine appointment
with a GP or Nurse within a certain time frame. Where such demand is
unpredictable, this cannot easily be remedied. One thing that makes this even more
difficult to overcome is the problem of missed appointments – DNAs.

Where patients have been declined appointment because clinicians are fully booked,
it is extremely disappointing when one of those booked appointments does not turn
up and has not contacted the Practice to cancel the appointment so that it can be
released and allocated to another patient.
The cost in time and money is a burden to the National Health Service generally and
the Practice cannot sustain this. Please see the DNA Status Sheet posted in the
waiting room.

Remember that your DNA is another patient’s denied appointment.

DNA Policy
A DNA occurs when an appointment is not attended, and the patient has not
contacted the Practice in advance to cancel it or where the cancellation is so late as
to make it impossible to allocate that time to another patient who needs treatment.
The Practice will code this DNA, and this will prompt a retrospective check on the
number of DNAs recorded against that person. As such, the following applies:

1st DNA
Where this is the first occasion, a code will be added to the patient’s medical
records, and the patient contacted by text message.

2nd DNA
Where this is the second occasion, the patient will be contacted by the Practice,
advised of their second missed appointment and informed that if a further
appointment is DNA’d they could be at risk of compromising their relationship with
the Practice.

3rd DNA
Where a third DNA has occurred, the Practice will review the individual case. The
Practice will consider whether consistent failure to adhere to our 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 despite of due warning). This
ultimately could result in you being removed from the Practice List and you will need
to register with an alternative Surgery.

It should be noted that, whilst unacceptable in most cases, there may be extenuating
circumstances as to why the patient has failed to attend their appointment.
Therefore, prior to any correspondence being sent to a patient, it would be
reasonable to discuss this with their clinician.

Any correspondence sent to patients relating to DNA’s are only valid for a 12-month
period. All correspondence will be saved in each patient’s electronic health records.

By reducing the number of DNAs, the Practice will:
• Enhance the efficiency of clinical sessions
• Reduce costs
• Increase productivity
• Offer a more effective service to patients
• Enable more effective booking of slots

How to Avoid Becoming a DNA
If you cannot attend or no longer need an appointment, please ring us in advance –
ideally 24 hours before the scheduled appointment.
Mistakes do happen and the Practice understand that appointments can be forgotten
about or overlooked. However, each patient receives a text message reminder 24
hours before the appointment. If you are not receiving these please check with
Reception to make sure we have the correct contact details for you.
Preference of course, is for the Practice to know in advance so we can offer the
appointment(s) to other patients in need.
Should you Need to Cancel, Here’s How: -

• By telephone our appointment line is 01226 240388
• Online - For more information on online access please speak to Reception.