Missed appointments, whether in person or by phone, are a significant issue that affects other patients’ ability to receive timely care.

When appointments are missed without notice, waiting times increase, clinical resources are wasted, and it adds unnecessary pressure on our healthcare system.

Aim

Our goal is to reduce the number of missed appointments so that all patients can access care in a timely manner.

Objectives

• Ensure appointments are available for those who truly need them.
• Minimise wasted clinical and administrative time.
• Reduce the strain on staff involved in scheduling and managing appointments.

DNA Policy

A Did Not Attend (DNA) occurs when a patient misses a scheduled face-to-face or telephone appointment without giving advance notice to cancel. This includes last-minute cancellations that prevent us from offering the slot to someone else. We may also consider missed hospital appointments, as re-referrals take up additional GP time.

Late Arrival

If you arrive more than 10 minutes late to your appointment, it will be treated as a DNA, and you will not be seen.

Missed Telephone Call

If you miss two attempts from the clinician during a scheduled telephone consultation, it will be treated as a DNA, and you will need to rebook.

Repeated Missed Appointments

If you fail to attend 3 appointments within a 12-month period, you will be removed from our Practice List and the following will apply:

• Waiting Period for Re-registration: You will be required to wait 6 months before being eligible to submit a new patient registration form.
• Clear Communication of Policy: A removal letter will explain the re-registration policy, including the waiting period, and inform you that you are not eligible to re-register during this time.

Monitoring DNAs

The practice will monitor DNAs as follows:

1st Missed Appointment:

• A note will be added to your record.
• You will receive an SMS reminder:

“Dear Patient, you missed your appointment on [date]. Please inform us at least 24 hours in advance if you cannot attend in the future. If you miss 3 appointments within 12 months, you may be removed from our Practice List.”

2nd Missed Appointment:

• A note will be added to your record.
• You will be contacted to stress the importance of attending or cancelling appointments in advance.
• A second SMS reminder will be sent:

“Dear Patient, you missed your appointment on [date]. If you miss another appointment within 12 months without proper notice, you may be removed from our Practice List.”

3rd Missed Appointment:

• A note will be added to your record.
• A third SMS reminder will be sent:

“Dear Patient, We regret to inform you that you have missed your appointment on [date]. As you have missed 3 appointments within the past 12 months without notice, your case will be reviewed, and you may be removed from our Practice List.”

• The situation will be reviewed by the practice, considering your individual circumstances.
• If the missed appointments reflect a breakdown in communication or repeated non-compliance with the policy, you may be removed from the Practice List.

We acknowledge that there may be valid reasons for missing appointments, and we are open to discussing your situation with your clinician before any formal action is taken.

How to Avoid Missing Appointments

For Face-to-Face Appointments:

Cancel at least 24 hours in advance if you are unable to attend so we can offer the slot to another patient.

For Telephone Appointments:

Ensure your phone is on, charged, and with you during the scheduled time.

Be aware the clinician may call from a “No Caller ID” number.

If you miss both call attempts, you will be required to rebook, and a note will be made on your record.

Exceptions

We understand there can be legitimate reasons for missing appointments, such as medical conditions or unexpected hospital admissions. Please inform us as soon as possible so we can review your case individually.

If you believe a DNA notice was sent in error, please reach out to our reception team to discuss the situation.

By reducing the number of missed appointments, we aim to:

• Improve clinic efficiency
• Lower costs
• Increase productivity
• Provide better care for all patients

Thank you for helping us improve our services and ensure timely access to care for everyone.