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Did not attend (DNA) Policy
We conduct monthly checks and will contact patients who meet the criteria outlined below.
Every month, between 400 to 600 appointments are missed without notice at our practice. Missed appointments place significant strain on our services and limit access for other patients who may urgently need care.
We proactively address non-attendance and late arrivals to ensure our services remain efficient and fair for all. Typically, two notifications will be issued for missed or late appointments before further action is considered.
If you are unable to attend or expect to be late for an appointment, we respectfully request that you inform us at least 30 minutes in advance. This allows us to reallocate the appointment to another patient and reschedule your appointment if needed.
Practice DNA policy
A DNA (Did Not Attend) occurs when:
- A patient fails to attend an appointment without contacting the practice in advance, or
- A cancellation is made too late to offer the slot to another patient.
Each DNA is recorded and reviewed. Repeated DNAs may affect your ability to pre-book future appointments.
First DNA
- A monthly search is performed to identify patients who have missed three or more appointments within a 6-month period (starting from 1st January 2016).
- Letter 1 will be sent, reminding the patient of the importance of attending appointments.
Second DNA
- Patients who receive Letter 1 and subsequently miss another appointment will be identified via the monthly search.
- A second letter will be issued, emphasizing the impact of repeated DNAs and advising of potential consequences.
Third DNA
- Further non-attendance will trigger a practice meeting review of the individual case.
- The practice will consider whether continued failure to attend constitutes a breakdown in the doctor-patient relationship, particularly when the patient has repeatedly disregarded the practice’s policies.
- If appropriate, a decision may be made to remove the patient from the practice list.
- A formal removal letter will be issued.
- Kent Primary Care Agency will be notified to arrange the transfer.
- The patient will be given 30 days’ notice to register with a new GP.
Queries or concerns
If you have any questions or concerns regarding this policy, please ask to speak with the Practice Manager.
Reviewed May 2025