Did not attend (DNA) Policy

This policy is to provide a framework for how Did Not Attend (DNA) Policy will be facilitated within the practice to share information related to Southend Medical Centre.

Last updated Feburary 2026.

A copy of the full policy can be requested by contacting our administration team.

1. Purpose

Missed appointments reduce the availability of clinical time and delay care for other patients. This policy outlines how Southend Medical Centre manages appointments that are not attended and not cancelled in advance.

2. Definition of a DNA

A Did Not Attend (DNA) occurs when:

· A patient does not attend a booked appointment and

· Fails to contact the practice to cancel or rearrange it in advance.

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If a patient arrives more than 10 minutes late, the appointment may also be recorded as a DNA if it cannot be accommodated without impacting other patients.

3. Why DNAs Matter

· They waste valuable NHS resources.

· They increase waiting times for other patients.

· They reduce the practice’s ability to provide timely care.

4. Appointment Cancellation

Patients are expected to cancel appointments as soon as they know they cannot attend.

Cancellations can be made via:

· Telephoning the practice

· Responding ‘Cancel’ to an appointment text reminder

· Online services (NHS App or practice website via ACCURX)

· In person at reception

Same-day cancellations are acceptable if made at least one hour before the appointment time.

5. DNA Process

First DNA

· Recorded on the patient’s record.

· A text message or letter may be sent reminding the patient of the importance of attending appointments and how to cancel.

Second DNA (within 12 months)

· A second notification is sent.

· The patient may be contacted to discuss any barriers to attending appointments (e.g., accessibility, communication needs, social issues).

Third DNA (within 12 months)

· The case is reviewed by the Practice Manager and a GP Partner.

· The patient may receive a formal warning letter explaining that further DNAs could result in removal from the practice list.

Fourth DNA (within 12 months)

· The practice may remove the patient from the list in line with NHS England regulations.

· The patient will be informed in writing and advised on how to register with another GP practice.

6. Vulnerable Patients

We recognise that some patients may have additional needs. Before any action is taken, the practice will consider:

· Safeguarding concerns

· Mental health issues

· Learning disabilities

· Communication barriers

· Carer responsibilities

Support will be offered where appropriate. Considerations made and reasonable adjustments. If DNA’s continue after discussions and unrealistic expectation of services, this will be considered a breakdown in relationship and patients risk removal from the practice list.

7. Exceptional Circumstances

If a patient provides a valid reason for missing an appointment (e.g., emergency hospital admission), the DNA may be waived at the discretion of the Practice Manager.

8. Reducing DNAs

Southend Medical Centre supports patients by offering:

· SMS appointment reminders

· Online booking and cancellation

· Telephone cancellation lines

· Clear communication about appointment times and expectations

9. Review of Policy

This policy will be reviewed annually or sooner if required.

10. Child Not Brough (CNB) to be considered in all cases of patients aged under 18 years with a separate policy in place.