DNA Policy


An increasing number of appointments per month are 'Did Not Attend' (DNA), ie the patient does not turn up for the appointment AND does not contact the surgery in advance to cancel/change appointment.

The effect of these are:

  • An increase in the waiting time for appointments
  • Frustration for both staff and patients
  • A waste of resources


If a patient DNA's an appointment twice then they will be sent a letter and a copy of the notice explaining the policy.

If they DNA a further appointment than a review of the case will be done by the practice manager and one of the Partners to establish whether there are any specific reasons (social or clinical) why the patient should not be removed, with an outcome of either:

  1. The patient will be invited in to meet with the practice manager to explain any difficulties they may have with keeping appointments.
  2. They will be sent a letter informing them that in accordance with the practice policy, it has now been requested for them to be removed as a patient from the practice and they should find an alternative doctor.

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