Did Not Attend Policy

Introduction

We want to make sure all our patients can access appointments when they need them. Missed appointments (DNAs) reduce availability and increase waiting times for everyone. This policy explains what happens if you miss an appointment and how we can work together to reduce DNAs.

What is a DNA?

A Did Not Attend (DNA) is when a patient does not attend a booked appointment and does not contact us beforehand to cancel or rearrange it.

For children, this is recorded as Was Not Brought (WNB) because it is the responsibility of the parent or carer to bring the child to their appointment.

Why missed appointments matter

Every missed appointment means another patient waits longer to be seen. DNAs have a significant impact on the NHS and reduce the number of appointments available each day.

By reducing DNAs, we can improve access for all patients.

How we help you avoid missing appointments

We offer several features to make attending or cancelling appointments easier:

Easy cancellation

You can cancel by phone, text message, or online — even at short notice.

Text reminders

We send reminders before your appointment, including instructions on how to cancel if needed.

Appointment cards

Patients are encouraged to write down their appointment to help with remembering the date and time, we have cards available at reception

Read back checks

Our Care Navigation team will confirm the appointment details with you to ensure they are correct.

Monthly reporting

We publish DNA statistics in the waiting room and on our website.

Patient involvement

We work with our Patient Participation Group (PPG) to reduce DNA rates and improve access.

What happens if you miss an appointment (face to face or via telephone)?

First DNA

If you miss an appointment without telling us, it will be recorded as a DNA.

We will contact you to remind you of the importance of attending and how to cancel any future appointments.

Second DNA (within 12 months)

If you miss a second appointment within a year, we will write to you again.

This letter will explain the impact of repeated DNAs and ask you to let us know if there are any difficulties preventing you from attending.

Third DNA (within 12 months)

If you miss three appointments in a 12 month period, your case will be reviewed by the GP Partners.

They will consider:

• Your health needs
• Any vulnerabilities or safeguarding concerns
• Whether removal from the practice list would negatively affect your care

If removal is agreed, you will receive a formal letter explaining the decision and next steps.

Children who are not brought to appointments (WNB)

If a child is not brought to their appointment:

• It is recorded as Was Not Brought (WNB)
• All WNBs are reviewed by our Safeguarding Lead
• Further actions may be taken if there are concerns about the child’s welfare

This helps us ensure children receive the care they need.

Missed home visits and telephone appointments

Home visits

If a clinician attends a planned home visit and cannot access or contact the patient, this is recorded as a failed visit and managed according to our Home Visit Policy.

Telephone appointments

If you have requested a telephone consultation:

• The clinician will call from a withheld number
• If you do not answer, they will try again during the same session
• A third attempt will be made before the encounter is recorded as a failed contact

Summary

We understand that sometimes circumstances make it difficult to attend an appointment. However, repeated missed appointments affect the whole practice community.

By letting us know as soon as possible if you cannot attend, you help us:

• Offer the appointment to someone else
• Reduce waiting times
• Improve access for all patients

Thank you for helping us make the best use of our appointment system.