Did Not Attend

What does the did not attend policy do?

Did not attend’s are defined as where the patient did not turn up for the appointment and did not contact the surgery in advance to cancel/change appointment. The policy aimes to reduce the effects of missed appoitments listed below:

  • An increase in the waiting time for appointments
  • Frustration for both patients and staff
  • A waste of resources
  • A potential risk to the health of the patient

Monthly Did Not Attend figures will be published in the practice, on the website and socail media pages.

When does the policy apply?

  • When a patient fails to attend their pre-booked appointment without any prior notice.
  • Patients that cancel at short notice - less than 30 minutes before their appointment time.

Action taken

Missed Appointments:

  • Staff will send out a "Did Not Attend" text message and code the missed appointment on the patient record in the first instance.
  • If a patient has 3 missed appointments in the last 12 months they will be sent an informal warning letter advising them that further occurrences may result in removal form the practice list.
  • If a patient then fails to attend a further appointment, this matter will be discussed in the practice meetings and a majority agreement will be reached as to whether the patient will be removed from the practice list. In this case a formal warning letter will be issued.
  • Warning letters are valid for a 12 month period.
  • Children who miss appointments may be followed up by practice staff, this is to ensure the well-being of the child.

Late Cancellations:

  • Patients who cancel less than 30 minutes before their appointment will also be coded Did Not Attend. A text message will be sent reminding patients to cancel with more notice in the future.