Alcester Health Centre
Fields Park Drive
Tel: 01789 763060
Fax: 01789 766574
|Dr Andrew Wallis
and Clinical Lead
Minor surgery, joint injections
|Dr Anna Lines
||BMed, Sci(Hons), BMBS, MRCGP
|Dr Emma Stone
||MBBS, MRCGP, DFSRH
|Dr Kirsty Beckett
||BM, DRCOG, MRCGP
|Dr M Buckley
Did not attend policy
Wasted appointments are a huge problem throughout the NHS. The issue of Did Not Attends (DNAs) is a continued frustration for both patients waiting to get an appointment with their GP or Nurse and for those working in the Practice. Priory Road Practice, in an attempt to try to rectify the problem, have therefore agreed on the following policy: -
The appointment system is monitored daily to search for patients who have 'DNA'd’ appointments which they booked for the GP's and Practice Nurses.
Notifying the Practice:
Patients must notify the Practice the day before their appointment should they not be able to attend by ringing our reception team on 01789 763060. If an emergency situation means a patient cannot attend on that day, patients must ring as early as possible on that day, before the appointment time to notify our reception team that they cannot attend. This appointment can then be offered to another patient.
Failing to Attend Without Prior Notification:
When a patient fails to attend an appointment with a healthcare professional receptionists will call to find out why she will ensure the DNA code is recorded on the patient’s notes. If unable to get hold of by phone the standard DNA letter will be sent to the patient.
If a patient fails to attend for a second time a receptionist will call if no reply another letter will be sent. If a patient fails to attend for a THIRD time within a 12 month period, Dr Wallis will discuss this with the other GP’s and do a specific letter to the patient, reminding them of the importance of first canceling unwanted appointments, and detailing the consequence of not canceling. This letter will also explain to the patient that should they fail to attend a further appointment without first canceling it, they will be asked to leave the practice list.
Should the GP’s decide it is in the best medical interests of the patient for them to remain on our list the patient will be sent a letter from the GP advising the patient of the decision made, reinforcing the Practice policy and advising the patient of the consequences should they DNA again.