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Failed Appointments

Did Not Attend (DNA) Policy – Patient Information

At our practice, we aim to make the best use of all available appointments so that patients can be seen as quickly as possible. When patients do not attend booked appointments (known as a “Did Not Attend” or DNA), it means valuable clinical time is lost and other patients may have to wait longer for care.

How we manage missed appointments

  • If you cannot attend, please let us know as soon as possible so we can offer the appointment to someone else.
  • We send text reminders to help you remember your appointment and provide instructions on how to cancel.
  • If you miss an appointment, it will be recorded in your medical record.

What happens if appointments are repeatedly missed

  • After repeated missed appointments, we will contact you by letter or text message to understand if there are any difficulties or exceptional circumstances.
  • If there are valid reasons, we will take this into account and support you where possible.
  • However, continued non-attendance without good reason may result in further action, and in rare cases, patients may be removed from the practice list in line with NHS guidance.

Children and missed appointments
For children, missed appointments are treated seriously and recorded as “Was Not Brought”, as it is the responsibility of a parent or carer to attend. We may follow up to ensure the child’s wellbeing and safeguarding.

Our aim
By reducing missed appointments, we can:

  • Improve access to care for all patients
  • Reduce waiting times
  • Use NHS resources more effectively

We understand that unforeseen circumstances can happen. If you are unable to attend, please contact the practice as soon as possible so we can help rearrange your appointment.