Did not attend (DNA) policy
What is a DNA?
A DNA (Did Not Attend) occurs when a patient does not attend a booked appointment and has not contacted the practice in advance to cancel or rearrange it.
This also includes failed telephone consultations, where the clinician is unable to make contact with the patient at the agreed time.
Missed appointments place a significant and avoidable strain on NHS services and reduce availability for other patients who need care.
We do, however, recognise that there may be exceptional circumstances that prevent cancellation, such as sudden illness or hospital admission.
Telephone Appointments
For telephone consultations:
- The clinician will aim to contact you twice on the day of your appointment. In the event of an emergency at the practice, a second call may not be possible.
- There will be a minimum of 5 minutes between attempts
- Calls will appear as 01460 67763
If contact cannot be made after two attempts, this will be recorded as a failed telephone encounter.
It is the patient’s responsibility to ensure they are available during the agreed time window and that the practice holds the correct contact details.
Our DNA Policy
We monitor missed appointments over a rolling period.
- 2 or more DNAs within a one-month period
You will receive a warning letter - Further DNA after a warning letter
You will receive a second letter and may be restricted to same-day appointment booking only - Failure to attend same-day appointments
You may be invited to discuss an appointment agreement/contract, which may include:- Confirming attendance on the day
- Appointments being cancelled if not confirmed
- Additional support to help manage bookings appropriately
Warning letters remain on record for 12 months.
Cancelling Appointments
To avoid a DNA, please cancel your appointment as soon as possible if you are unable to attend.
You can cancel by:
- Contacting our main practice number and listening out for the prompt - this is available 24/7
- Replying to your appointment reminder text message
- Contacting the practice directly
Please ensure we always have your up-to-date contact details, particularly your mobile number.
Contact Us
If you would like to discuss any difficulties attending appointments, or need support managing bookings, please contact the practice. We are here to help.