A “DNA” (Did Not Attend) is when a patient does not attend a booked appointment and has not let us know in advance that they can’t make it.
Every missed appointment is a slot that could have gone to another patient who needed care. Please help us make the best use of our appointments by cancelling or rescheduling if you can’t attend – you can do this by calling us or, where available, cancelling online.
What happens if you miss an appointment
- Your missed appointment will be recorded on your record.
- If you miss 2 or more appointments within a 3-month period, we will send you a message letting you know and asking you to get in touch if there’s a reason we should be aware of.
- If missed appointments continue after this, we may need to review your registration with the practice, which could ultimately include removal from our patient list.
We understand things happen
We know that illness, caring responsibilities, mental health difficulties, and other circumstances can sometimes make it hard to attend or cancel an appointment. If this applies to you, please let us know – we will always take individual circumstances into account before any action is taken, and this policy is not applied automatically to patients with a relevant health or welfare reason for missing appointments.
How to cancel or change an appointment
- Use your NHS account (through the NHS website or NHS App)
- Using the GP online system: SystmOnline
- Phone us on 01273 559601 during opening times
- Or complete the following form to cancel an appointment
- If you’re running late, please call us – we may still be able to see you or offer another time.
Questions or concerns
If you’re worried about how this policy applies to you, or would like to discuss a pattern of missed appointments, please contact the practice and ask to speak to a member of the management team.