DNA (Did Not Attend) Appointments Policy

Jacksdale Medical Centre: Missed Appointments (DNA) Policy

Why We Have This Policy
At Jacksdale Medical Centre, we want to make sure all patients get the care they need. When someone doesn’t turn up for their appointment and doesn’t let us know, it wastes time and stops other people from getting an appointment. This policy explains what happens if you miss an appointment.

What Counts as a Missed Appointment?
You’ve missed an appointment if:

  • You don’t turn up for it and don’t cancel it in advance, or
  • You arrive so late that we can’t fit you in.

Why Missed Appointments Are a Problem
If you miss an appointment, it:

  • Delays care for other patients who need it
  • Makes appointment waiting times longer for everyone
  • Wastes NHS time and resources
  • Is a potential risk to your own health

Please help us to avoid this by cancelling your appointment in good time (preferably 24 hours ahead) so that we may offer your appointment to another patient who needs it.

How We Help Avoid Missed Appointments
We’ll do our best to help you manage your appointments by:

  1. Sending Reminders: We’ll send you an appointment confirmation by text, email, or phone if we have your contact details.
  2. Making It Easy to Cancel: You can cancel by phone on 01773 608760, via the NHS app, or by visiting the surgery.
  3. Offering Support: If you’re having trouble attending appointments, let us know so we can help.

What Happens If You Miss Appointments?
Here’s what we’ll do if you miss appointments without letting us know:

  1. Each time you miss an appointment, the appointment will be recorded as a DNA on your record
  2. First Time: We’ll send you a reminder about the importance of attending or cancelling your appointment, with a link to our DNA policy
  3. Second Time (within 12 months): We’ll contact you by text or letter explaining the impact of missed appointments and ask you about any issues stopping you from attending, to avoid further missed appointments.
  4. Three Times (within 12 months): We may:
    • Contact you again to talk about any issues stopping you from attending and offer extra support if applicable
    • Send you a formal warning if it keeps happening without a good reason.

In very serious cases where missed appointments happen again and again, we will review whether we can continue to offer you care at the practice, and you may need to register elsewhere.