Due to an increase in the number of wasted appointments through patient’s failing to attend without informing the surgery it has become necessary to implement the following policy:

If you repeatedly fail to attend appointments you may be removed from this practice list and will have to find an alternative doctor.

If you cannot attend your appointments for any reason please let us know as soon as possible, we can then offer the appointment to someone else.

Thank you for your co-operation

Gretna Surgery

Did Not Attend Policy

Introduction

Approximately around 80 appointments per month are ‘Did Not Attend’ (DNA), i.e. the patient does not turn up for the appointment and do not contact the surgery in advance to cancel/change appointment.  The effect of these is:

• An increase in the waiting time for appointments
• Frustration for both staff and patients
• A waste of resources

Policy:

If a patient fails to attend a pre-booked appointment a 1^st DNA letter will be sent to the patient, advising them that a further occurrence could risk removal from the Practice.

If the patient fails to attend another (2^nd) appointment within a six month period of the 1^st DNA, a 2^nd DNA letter will be sent to the patient advising them that a further occurrence could risk removal from the Practice.

If the patient fails to attend another (3^rd) appointment within a six month period the matter will be discussed at a Practice Meeting with the patients registered and regular Gp present, and a decision taken as to whether to remove the patient from our list of patients.  A 3^rd DNA letter will then be sent to the patient advising them the matter has been discussed at a Practice Meeting, and the decision may be taken to remove the patient from our list of patients.

New Patients

All newly registered patients must attend a new patient medical with the practice nurse, if the patient DNA’s this appointment. No appointment will be made with a Gp until the medical is completed.

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.