DNA (Did Not Attend) Policy
A new DNA policy will come into effect on the 1st February 2016.
On average over 89 appointments per week are wasted because patients fail to attend. The effect of this is:-
- An increase in the waiting time for appointments
- Frustration for both staff and patients
It has been noticed that some patients persistently “did not attend” (DNA) appointments. (These include emergency appointments, i.e. when the patient has telephoned and been offered an appointment on the same day).
If a patient does not attend an appointment on two occasions (without notifying the surgery) they will be sent a ‘missed appointments warning letter’. This letter offers the patient an opportunity to contact the practice and to discuss any particular problems they may have (social or clinical) which prevents them from informing the surgery when they are unable to attend an appointment.
If they do not attend a third appointment then another warning letter will be sent. This letter offers the patient another opportunity to contact the practice and discuss any particular problems they may have (social or clinical) which prevents them from informing the surgery when they are unable to attend an appointment.
If they do not attend a fourth appointment then they will not be able to pre-book any appointments and a yellow card will be issued. This letter is given as a final warning and explains if they fail to attend any further appointments it will result in them being removed from the practice list, at the Partners discretion.
If they do not attend a fifth appointment they will be sent a final letter informing them they have been removed as a patient from the practice and they should find an alternative doctor.
If you have any concerns in respect of this Policy please put it is writing to the Partners.
The NHS operate a zero tolerance policy with regard to violence and abuse and the practice has the right to remove violent patients from the list with immediate effect in order to safeguard practice staff, patients and other persons. Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person’s safety. In this situation we will notify the patient in writing of their removal from the list and record in the patient’s medical records the fact of the removal and the circumstances leading to it.