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Did Not Attend Appointments Policy

Patients who fail to attend for their appointments and do not inform the practice incur significant cost to the practice and to other patients in terms of lost appointments. The practice is committed to providing appointments to meet the needs of patients but cannot replace appointments lost due to failure to attend.

The practice Did Not Attend (DNA) rates are shown below - all of these appointments could have been made available to other patients.

January 2018 6729 appointments booked
157 patients did not attend
February 2018 5877 appointments booked
189 patients did not attend
March 2018 5857 appointments booked
160 patients did not attend
April 2018 5624 appointments booked
164 patients did not attend
May 2018 6073 appointments booked
171 patients did not attend
June 2018 5957 appointments booked
162 patients did not attend
July 2018 6270 appointments booked
203 patients did not attend
August 2018 5839 appointments booked
146 patients did not attend
September 2018 6571 appointments booked (including flu clinics)
227 patients did not attend
October 2018 7202 appointments booked (including flu clinics)
236 patients did not attend
November 2018 7289 appointments booked (including flu clinics)
308 patients did not attend
December 2018 5230 appointments booked
245 patients did not attend

Please help us to help you by always cancelling an appointment you are unable to attend or no longer need. If you are unable to attend your appointment, please inform us by;

It is our practice policy to monitor all cases of patients not attending appointments and contact will be made with all patients who fail to inform the practice that they will not be attending their appointment.

Patients who repeatedly fail to attend appointments and do not contact the surgery in advance will be sent a letter.

A further DNA appointment following the issue of the letter will result in review of the circumstances by the Practice Manager and one of the Partners to determine what action will be taken.

  • Possible outcomes in this situation are:
  1. The patient will receive a further warning letter that further occurrences of DNA will result in their removal from the practice list.
  2. The patient will be sent a letter informing them that they will be removed from the practice list.

Should you have any comments, suggestion or concerns regarding our policy on appointments please ask to speak to the Head of Reception.

Local Services, Let
Black Swan Care Group