WELLBROOK MEDICAL CENTRE
Dr Vickers & Partners
‘Did Not Attend’ (DNA) Policy
Introduction
Approximately 110 appointments each month are wasted because patients fail to attend (DNA) their booked appointments, i.e. the patient does not turn up for their appointment and does not contact the surgery in advance to cancel or change the appointment.
The effects of DNAs are:
· An increase in the waiting time for appointments
· Frustration for both staff and patients
· A waste of resources
· A potential risk to the health of the patient
GENERAL Policy
First DNA
If a patient fails to attend a pre-booked appointment then an informal letter [DNA 1] will be sent to the patient by one of the Practice Administrator (PA) staff. This letter highlights their non-attendance and reminds the patient of the importance and methods for cancelling appointments that are no longer required.
Second DNA
If a patient fails to attend a second pre-booked appointment then a second letter [DNA 2] will be sent to the patient by one of the PA staff. Patients will be offered the opportunity to raise with the practice any particular problems they may have (social or clinical) which could impact their attendance, or affect their ability to inform the surgery if they are unable to attend an appointment.
Third DNA
If a patient fails to attend a third pre-booked appointment then a third letter [DNA 3] will be generated by one of the PA staff on behalf of the practice manager. It will be passed to the reception manager for review and signature. This letter advises the patient that failure to attend any further appointments may result in them being removed from the practice list and asked to register elsewhere.
Fourth DNA
If the patient fails to attend another appointment then one of the PA staff will notify the reception manager as soon as possible. The Reception Manager will notify the Practice Managers & Partners accordingly (normally by email) and a majority agreement will be reached (either by discussion over email or at a practice management meeting) as to whether the patient will be removed from the practice list in the event of any further non-attendance. Where this is agreed then a final warning letter [DNA 4] will be issued to advise the patient, together with a copy of the DNA Policy for information. The practice manager may invite the usual GP to speak personally to the patient where this is considered to be appropriate or helpful.
The outcome of this decision will be advised to the reception manager and PA team by email. The reception manager will be responsible for monitoring the attendance of all patients who have received a final warning letter for a period of 12 months.
Further DNA
In the event of a further non-attendance after a DNA 4 letter has been issued, the Reception Manager will inform one of the Practice Managers as soon as possible and removal from the list will be initiated. No further warnings will be given. The Practice Managers shall inform the patient in writing in line with contractual requirements. The reception manager will initiate the deduction via the usual process.
RECORDING AND REPORTING
Warning letters are valid for a period of 12 months. Removal based on warnings greater than 12 months old will be invalid – in this case a further formal warning and period of grace will be required.
All DNAs must be coded onto the clinical system at each non-attendance, with details of any letters sent, or other related contacts made.
The reception manager will be responsible for the issue of a monthly DNA clinical system report by clinician for review. Clinicians are invited to review the list and to take potential opportunity to discuss reasons for poor attendance with their usual patients.
Our Letters
DNA 1 – INFORMAL WARNING
Dear
We note from our records that you failed to attend the following appointment at the surgery as below:
Date:
Time:
With:
Please can we remind you that you can cancel appointments that you no longer need by any of the following methods:
By telephone: 01283 732257
By text: 07858 892891
Online at www.wellbrookmedical.co.uk
Unfortunately we lose the equivalent of around 20 hours’ worth of appointments every month when patients fail to attend, which has the effect of reducing the general availability of appointments for everyone. Please help us by cancelling any appointments that you no longer require.
If you would like to receive text confirmation of your appointments, including a text reminder sent 24 hours in advance, please provide us with your mobile number.
Your cooperation would be most appreciated in this matter.
Yours sincerely
Dr M H Vickers & Partners
DNA 2 Letter
Dear
We note from our records that you have again failed to attend a booked appointment at the surgery; details below:
Date:
Time:
With:
Please can we take this opportunity to remind you that you are able to cancel appointments by any of the following methods:
By telephone: 01283 732257
By text: 07858 892891
Online at www.wellbrookmedical.co.uk
We would also offer you the opportunity to contact us to discuss any problems that you may have and which you believe affects your ability to attend (or to cancel) your appointments.
Unfortunately we lose the equivalent of around 20 hours’ worth of appointments every month when patients fail to attend, which has the effect of reducing the general availability of appointments for everyone. Please help us by cancelling any appointments that you no longer require.
If you would like to receive text confirmation of your appointments, including a text reminder sent 24 hours in advance, please provide us with your mobile number.
Your cooperation would be most appreciated in this matter.
Yours sincerely
Dr M H Vickers & Partners
DNA 3 Letter
Dear
I am writing further to our two previous letters regarding your attendance record at the surgery. I am disappointed to note that you have failed to attend a further booked appointment, details below:
Date:
Time:
With:
Please can we take this opportunity to remind you that you are able to cancel appointments by any of the following methods:
By telephone: 01283 732257
By text: 07858 892891
Online at www.wellbrookmedical.co.uk
Please help us by cancelling any appointments that you no longer require.
If you would like to receive text confirmation of your appointments, including a text reminder sent 24 hours in advance, please provide us with your mobile number.
Unfortunately, you have now missed a total of three booked appointments at the surgery. This letter is to advise you that, in line with our Do Not Attend (DNA) Policy, should you fail to attend another booked appointment without cancelling with more than 24 hours’ notice, you may be removed from our practice list and required to register elsewhere.
Your cooperation is requested in this matter.
Yours sincerely
Catherine Jones
Practice manager
DNA 4 & Final Letter
Dear
I am writing further to my letter dated …….. regarding your attendance record at the surgery. I am disappointed to note that you have once again failed to attend another appointment, details below:
Date:
Time:
With:
Please can we take this opportunity to remind you that you are able to cancel appointments by any of the following methods:
By telephone: 01283 732257
By text: 07858 892891
Online at www.wellbrookmedical.co.uk
Please help us by cancelling any appointments that you no longer require.
If you would like to receive text confirmation of your appointments, including a text reminder sent 24 hours in advance, please provide us with your mobile number.
You have now missed a total of four booked appointments at the surgery. Please find attached a copy of our practice’s ‘Do Not Attend’ (DNA) Policy for your information.
This is a final warning letter is to advise you that should you fail to attend another booked appointment (without cancelling with more than 24 hours’ notice) you will be removed from our practice list and required to register elsewhere. No further warnings will be issued.
Yours sincerely
Catherine Jones
Practice manager
Enc. DNA Policy