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New DNA -Did Not Attend- Policy

New DNA (did not attend) Policy   


There is great pressure on appointment availability.  National policy is to encourage patients to expect to be seen within 48 hours, or on the same day for more urgent problems. 


As a practice we would like to reduce the rate of DNAs, by the use of education, a certain amount of pressure, and by considering the removal of those who persistently waste our time.


·       To free up appointments for those who genuinely need them

·       To reduce the waste of clinical time

·      To reduce the pressure on all staff in being able to offer prompt appointments


A list of frequent non-attenders will be produced monthly and reviewed by the partners to identify any patients who should be excluded from the general policy, for reasons such as clinical memory problems.

  • If a patient has missed 3 appointments in a 3      month period, they will receive a letter from the practice  informing them that future      appointments will only be made via face to face attendance at the surgery      (Online access for appointment booking will be removed if applicable).
  •  One further DNA within the next 3 months of      the first warning letter will result in a letter which will warn them of      the their name being put on the list of likely removals.   In any event,      one further DNA within 3 months will put their name on the “removal”      list.  Patients who are liable to be removed will be discussed at a      practice meeting and the final decision to authorise their removal from      the practice list will be made. 

What we do to try and help

If we have a patient’s mobile telephone number we do try and remind them of their appointment via text.  This is why it is important to let us know if you have changed your mobile telephone number.  If a patient DNA's an appointment after they have received a text, we will text them again to respectfully remind them to cancel their appointments if they are unable to attend.

We also offer online registrations where by you can book and cancel appointments online. Please ask at reception for an `online registration form`.



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© Neighbourhood Direct Ltd 2018
The Green Surgery - The Surgery, 30 The Green, Luton, LU4 9PG
The Britannia House Surgery - Unit 14, Britannia Estates, Leagrave Road , Luton, LU3 1RJ
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Your Neighbourhood Professionals. Just a Click Away! Need care but want to stay in your own home?
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