Gas House Lane Surgery: Did Not Attend (DNA) Policy
Policy Statement
Gas House Lane Surgery is committed to providing high-quality and accessible healthcare to all our patients. Missed appointments, also known as Did Not Attends (DNAs), have a significant impact on our ability to deliver timely care and make the best use of clinical resources. This policy outlines our approach to managing DNAs in a way that is fair, transparent, and consistent with NHS England guidance, the General Medical Services (GMS) Contract Regulations 2015, and Care Quality Commission (CQC) expectations.
1. What is a DNA?
A DNA (Did Not Attend) occurs when a patient fails to attend a scheduled appointment without informing the surgery in advance. This results in lost clinical time and prevents other patients from accessing timely care.
2. Cancelling an Appointment
If you are unable to attend an appointment, please cancel as soon as possible. Ideally, we request a minimum of 24 hours’ notice, but we understand that this may not always be possible.
You can cancel by:
- Using the cancellation link in your confirmation or reminder text
- Via the NHS App
- Calling the practice on 01670 513657
- Visiting the practice in person
3. Missed Appointment Procedure
We understand that there may be valid reasons for missing appointments. Our approach is designed to be supportive and flexible while ensuring fair access for all patients.
– First DNA:
– Patients will be contacted by the practice to advise that they have missed an appointment. They will be asked to review this DNA policy to understand the next steps should further DNAs occur.
– Second DNA (within a 12-month rolling period):
– Patients will receive a written warning outlining the implications of further missed appointments and encouraging them to contact the practice if they are experiencing difficulties attending.
– Third DNA (within a 12-month rolling period):
– Patients will receive a final letter informing them that you are at risk of being removed from the practice list. Patients will be given the opportunity to contact the Practice Manager within 30 days to discuss any mitigating factors before any action is taken. At that point their case will be reviewed by the Practice Manager and/or a GP Partner.
If, following this review, a decision is made to remove the patient from the practice list, we will:
– Inform you in writing with at least 8 days’ notice
– Notify PCSE with a reasoned explanation in accordance with the GMS Contract Regulations 2015 (Schedule 3, paragraph 24(8)(b))
4. Consideration of Individual Needs
We recognise that some patients may face difficulties attending or cancelling appointments due to:
– Learning disabilities
– Mental health conditions
– Language or communication barriers
– Caring responsibilities
– Health conditions impacting memory or mobility
Before any removal is considered, we will:
– Review the patient’s history and communication needs
– Consider whether reasonable adjustments or additional support could prevent future DNAs
– Contact the patient to discuss how we can help
5. Punctuality
Patients who arrive more than 10 minutes late may not be seen and may need to rebook. Where possible, please inform us if you are running late. Repeated lateness may also be managed under this policy.
6. Appeals and Complaints
Patients who wish to appeal a decision or make a complaint about how the DNA policy has been applied may do so via our complaints procedure. Please contact the Practice Manager in writing or by phone to initiate this process.
7. Data Protection and Record Keeping
All missed appointments and any related correspondence will be recorded in the patient’s clinical record. Any decisions to remove a patient from the practice list will be documented and supported by appropriate evidence.
8. Equality and Inclusion
Gas House Lane Surgery is committed to upholding the principles of the Equality Act 2010. We will make reasonable adjustments to ensure that patients with additional needs are supported to attend appointments and are not unfairly penalised.
Policy Review Date
July 2026
Policy Owner: Practice Manager
Approved by: GP Partners
Version: 1.1
