Did Not Attend (DNA) Policy

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Missed appointments = longer waits for everyone

Every missed appointment could have been used by another patient who needs care.

If you can’t attend… please cancel

• Ideally give 24 hours’ notice
• Minimum 1 hour before your appointment

How to cancel

• Call: 020 830 8110
• Reply to your text reminder
• Use the NHS App / Patient Access
• Cancel at reception

Closed?

• Call 020 830 8110 (Option 1 – voicemail)
  • Leave:
    • Your name
    • Contact number
    • Appointment date & time

What happens if you don’t attend?

1st Missed Appointment

• You’ll receive a reminder message

2nd Missed Appointment (within 12 months)

• You’ll receive a warning letter

3rd Missed Appointment (within 12 months)

• Review appointment arranged
• May lead to removal from the practice list
   

Important

If you:

• Don’t attend your review appointment, or
• Don’t respond

You may be removed from the practice list

Children’s Appointments

Missed children’s appointments are recorded as:

• “Was Not Brought”

This policy still applies.

Help us help you

• Cancel appointments early
• Use apps and text reminders
• Keep appointment details safe

Together we can reduce missed appointments and improve access for all patients