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Why this policy exists
Every missed appointment is a lost opportunity for another patient to receive care. Missed appointments can affect patient safety, increase waiting times, and reduce access to services for everyone.
Our aim is to support patients to attend their appointments and to manage missed appointments fairly, consistently, and compassionately.
We understand that there are many reasons why someone may miss an appointment, and we will always consider individual circumstances before taking any formal action.
What is a Did Not Attend (DNA)?
A Did Not Attend (DNA) occurs when a patient does not attend a booked appointment and has not informed the practice in advance that they are unable to attend.
This policy applies to routine appointments with:
- GPs
- Nurses
- Advanced Clinical Practitioners (ACPs)
- Healthcare Assistants (HCAs)
- Allied Health Professionals
The policy does not apply to appointments cancelled by the practice.
If you cannot attend your appointment
If you are unable to attend, please let us know as soon as possible so that we can offer the appointment to another patient.
Appointments can be cancelled or changed by contacting the practice by telephone or by using our online services. If you do not currently receive SMS appointment reminders, our reception team can arrange this for you.
How we manage missed appointments
After one missed appointment
You will be sent a letter explaining that you have missed an appointment, detailing the following:
- The appointment you missed.
- The reason it is important to cancel appointments if you can not attend.
- How to cancel appointments.
- That further DNA's may result in action in line with this policy.
After two missed appointments within 12 months
We will call you and send a further letter.
We will:
- Review any support or reasonable adjustments that may help you attend appointments
- Remind you of the importance of cancelling appointments if you cannot attend
- Explain that a further missed appointment may lead to a senior review of your registration with the practice
After three missed appointments within 12 months
Your case will be reviewed by senior practice staff.
The review will consider:
- The number of missed appointments
- Previous contact and advice provided
- Any disabilities, safeguarding concerns, or other factors that may have affected your ability to attend
In some circumstances, the practice may consider removal from the practice list in accordance with NHS regulations.
If this is being considered, you will be informed in writing.
Support for patients with additional needs
We recognise that some patients may face challenges that make attending appointments more difficult.
Before taking any formal action, we will consider factors such as:
- Learning disabilities
- Neurodiversity
- Physical disabilities or long-term health conditions
- Safeguarding concerns
- Pregnancy or the postnatal period
- Caring responsibilities
- Language or communication difficulties
- Social or personal circumstances that may affect attendance
Where appropriate, we will work with you to identify reasonable adjustments, which may include:
- Appointment reminders
- Alternative appointment arrangements
- Support with booking appointments
- Advice on accessing the most appropriate service
Our commitment
We are committed to treating all patients fairly and respectfully.
We will:
- Consider individual circumstances
- Make reasonable adjustments where needed
- Take a supportive and proportionate approach
- Aim to avoid removing patients from our list wherever possible
Equality and Inclusion
We are committed to equality, diversity, and inclusion. This policy is applied fairly to all patients, with consideration given to individual needs and circumstances to ensure that no patient is disadvantaged because of a health condition, disability, or other additional need.