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DNA Policy

Patients failing to attend appointments is a huge and avoidable waste of valuable GP and Nurse appointments. Every year, on average, over 200 hours of appointment time is lost at the practice due to patients who “did not attend”; this is equivalent to us losing almost 1 hour of GP clinic every single day.

The effect of DNAs is:

  • An increase in the waiting time for appointments
  • Frustration for both staff and patients
  • A waste of resources
  • A potential risk to the health of the patient

We strive to offer as many appointments to our patients as possible.

In order to do this we need to have strict guidelines in place to fully utilise every available appointment. In light of this we have introduced this policy; Did Not Attend (DNA) for our patients.

 

What can I do to cancel my appointments?

Just let us know.

We would like at least 24 hour’s notice, but we know this is not always possible, so, try and let us know at least 3 hours of your scheduled appointment time.

Letting us know as soon as possible, allows us to rebook another patient into that time slot.

It is your responsibility to update contact details so appointment reminders can be sent.

You can cancel your appointment by:

  • Calling us on 0207 928 4049
  • Reply to the text reminder – follow instructions within that text reminder
  • Use the NHS app or Patient Access app
  • Attend the practice in person to cancel
 

What does “Did Not Attend” mean?

DNA means Did Not Attend.

It is when a patient fails to attend their appointment without a valid reason, which results in a waste of an appointment.

This appointment could have been given to another patient who is in urgent need of care.

We need to cut down on the amount of DNA appointments that occur.

 

What will happened if I forget to cancel, or miss an appointment?

If you miss ONE appointment:

We will send you a text to remind you that you missed an appointment, and direct you to review this policy, so you are aware of the next steps if you fail to turn up to any other appointments (without good cause).

If you fail to attend a further appointment within the next 6 months without cancelling it beforehand, you will be sent a warning letter in which we will reserve the right to remove you from our list.

Once a removal has been actioned, you have 30 days to find a new GP practice to accept you onto their register.