Introduction
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.
1st DNA
Whereas this is the first occasion, a code will be added to the patients record. The patient will get an automatic text message once the appointment is marked as a DNA. We will also send a letter to the patient to remind them of our DNA policy and how to cancel appointments.
2nd DNA
As this is the second occasion the patient will be contacted via letter to advise them of the second missed appointment and will further be a written warning with an explanation of the precautions that will be in place if a 3rd appointment is missed.
3rd DNA
Where a third DNA has occurred, we will no longer be able to prebook your appointments for the patient due to the DNA rate. A notice of this will be logged on your home screen for our administration team to be aware of when receiving appointment requests. The patient will have access to same day booking appointments only to prevent any more wasted time.
Any correspondence sent to patients relating to DNA’s are only valid for a 6-month period. All correspondence will be saved in each patient’s electronic health records.
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.
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 this
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 reminder at the time of booking the appointment, and a further reminder the day before.
If you are not receiving these please check with Reception to make sure, we have the correct contact details for you.
Should you need to cancel, here’s how:
- Contact us via telephone on 01603 488 477
- You can cancel your appointment online via the NHS app