DNA Policy

Did not Attend (DNA) Policy

A DNA occurs when an appointment is not attended and the Patient has not contacted the Practice in advance to cancel it or where the cancellation is so late as to make it impossible to allocate that time to another Patient who needs treatment.


Where this is the first occasion, a code will be added to the Patient’s medical record and the DNA counted in a monthly search. A letter will be sent to the patient advising of the matter, and to contact the surgery if this has been sent in error.



Where this is the second occasion, the Patient will be sent a second letter by the Practice, advised of the missed appointment and asked to make an appointment with the admin team to explain if there were reasonable grounds for the non-attendance on this occasion. They will be informed that they could be at risk of compromising their relationship with the Practice.



Where a third DNA has occurred, the Practice will review the individual case and a decision will be taken with regards to addressing the Patient’s future ability to pre‑book routine appointments.  The Practice will consider whether consistent failure to adhere to our Practice policy constitutes a breakdown between the Patient and the GP (where the GP Practice has given clear instruction on policy and service provision and the Patient has chosen to disregard this on several occasions in spite of due warning).


If you cannot attend or no longer need an appointment, please ring us in advance.