Missed appointments policy (DNA)

Last Updated: Tuesday, 05 August 2025

Did not attend (DNA) Policy

Patients who do not cancel or attend their appointments has the following effect:

 

v An increase in the waiting time for other patients.

v Frustration of doctors, nurses, staff, and patients.

v A waste of time and resources.

 

It has been noticed that some patients persistently do not attend appointments.  Some of these missed appointments are “same day” appointments which means that they have only been booked a maximum of 10 hours in advance.

 

What happens when patients miss appointments?

POLICY:

 

If a patient does not attend one appointment, they will be sent a DNA letter and a copy of the notice explaining the policy.

 

If they do not attend a second appointment, they will be sent a second letter together with a leaflet explaining the policy.

 

If a patient does not attend three appointments in one year.  The doctor will be informed of your failure to attend the surgery on 3 occasions, and a decision will be made to decide if the patient will remain with the practice or will have to register with an alternative GP in the area.

 

How to avoid becoming a DNA:

Should a patient need to cancel they can:

· ring 0151 928 8668, or

· come in person to the surgery, or

· ask someone else to ring or come into the surgery to cancel the appointment, or

· respond to your appointment text reminder