Byfield Medical Centre DNA Policy
Byfield Medical Centre is committed to ensuring that the best possible service is provided to all patients registered with the practice.
Patient non-attendance at a booked appointment adversely impacts on practice staff and its patients in the following manner: The `Did Not Attend’ (DNA) patient takes the appointment slot of another patient who could have attended. The effect of this is an increase in the waiting time for appointments. The time and personnel required to follow-up and rebook DNA patients diverts practice staff from other duties and is therefore a waste of resources.
Consistent application of the DNA policy by all practice staff (clinical and non-clinical) plays an important role in encouraging patients to assist in ensuring that Clinics are managed as efficiently as possible. This policy relates to the handling of DNA’s and outlines the expectations of patients and staff in the management of these instances.
It is the responsibility of Byfield Medical Centre staff to make every reasonable effort to ensure that the patient is aware of their scheduled appointment this includes sending text confirmations and reminders to those patients who have given the practice their mobile telephone numbers.
Every effort will be made to communicate effectively with all patients including those with language, literacy and vision difficulties, and those who change address frequently. The practice will exercise discretion on a case-by-case basis to avoid disadvantaging patients in the case of genuine hardship, misunderstandings and other unavoidable circumstances.
It is the patient’s responsibility to advise Byfield Medical Centre of any change to their contact details, attend their arranged clinic appointment or reschedule with reasonable advanced notice (at least one hour).
In the event that a patient does not attend (DNA) an appointment for the first time then the following process will be undertaken: The appointment will be recorded as a DNA and a reminder letter will be sent to the patient. If a patient does not attend (DNA) for two appointments a second DNA letter will be sent, explaining that they did not attend their appointment and spelling out the effects it has on the practice and what will happen if they DNA a third time, (the possibility that they will be removed from the practice list). If a patient then misses another appointment a discussion will take place between the Practice Manager and the Partners and a letter will be written to the patient advising them that practice is writing to NHS England to remove this patient from its list.