Did Not Attend (DNA) Policy

WHAT HAPPENS WHEN PATIENTS DNA

Most of our patient’s know it can be difficult at times to get an appointment with a GP or a nurse. In some events the demand can be higher at times and this can be unpredictable, and cannot be easily remedied.

One thing that makes this more difficult to overcome is the problem of missed routine appointments-DNA.

It is disappointing when an appointment has been booked and the patient does not turn up or contact the practice to cancel the appointment, to enable it to be allocated to other patients. We understand that it is easy to forget an appointment, but not to attend several times within a close timeframe is not acceptable.

Over the last 12 months from April 2018 to April 2019 there has been a total of 758 missed appointments and a total of 1092 missed nursing appointments. The cost in time and money is a burden to the National Health Service and the practice in particular cannot sustain this.

REMEMBER YOUR DNA IS OTHER PATIENTS 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 it is impossible to allocate the appointment to another patient who needs treatment.

The practice will code this as a DNA and will and will prompt a retrospective check on the number of DNA’s recorded against that person.  

DNA 1
Where this is the first occasion, a code will be added to the patients’ medical record and the DNA will be counted in a monthly search. 

DNA 2
Where this is the second occasion, the patient will be contacted by the practice by letter (a total of 3 missed appointments).  The patient will also be informed that if they are making a further appointment and fail to attend that they could be at risk of compromising their relationship with the practice. 

DNA 3
Where a third DNA has occurred, the practice will send a further letter detailing the DNA with a formal warning to the patient to make them aware that if they should miss a further appointment they will be removed from the practice list without further notice.

HOW TO AVOID BECOMING A DNA
If you cannot attend or no longer need an appointment, please ring us in advance. 
Mistakes do happen and the practice does understand that appointments can be forgotten about or overlooked. In such cases, the practice will take into account the reason given by the patient.

Preference, of course is for the practice to know in advance so we can offer the appointment(s) to other patients if needed.

HOW TO CANCEL
By telephone- 028 21771411 or in person at the front desk.

KEEP IT OR CANCEL IT !
SOMEONE ELSE NEEDS THE APPOINTMENT !!