Missed Appointments for March 2018
A total of 130 appointments were missed last month, equalling almost 25 hours of wasted time for our GPs, paramedics and nurses. The effect of this is:
- an increase in the waiting time for appointments
- frustration for both patients and staff, and;
- a waste of resources.
If you are unable to make an appointment, please let us know as early as possible. Repeat offenders will be subject to our 'Did Not Attend' policy, which is detailed below.
Patient 'Did Not Attend' (DNA) Policy
A large number of appointments each month are wasted due to cancelling too close to the appointment time or due to 'Did Not Attend' (DNA), i.e. the patient does not turn up for the appointment and does not contact the surgery in advance to cancel/change appointment. The effects of these are:
- an increase in the waiting time for appointments;
- frustration for both staff and patients;
- a waste of resources;
- a potential risk to the health of the patient.
Appointments that are cancelled within 1 hours or less of the scheduled time will be classed as a DNA and recorded in the clinical system.
If a patient fails to cancel a pre-booked appointment as above, or fails to attend, on at least three occasions in the last 6 months, a first warning letter will be sent to the patient, advising them of the disruption and effect on patients and staff. This is sent with approval of the patient's named GP.
If the patient again fails to cancel a pre-booked appointment as above, or fails to attend, a second warning letter will be sent. This is also sent with approval of the patient's named GP.
If the patient fails to cancel a pre-booked appointment as above, or fails to attend, after receiving a second warning letter, the matter will be discussed at a practice meeting and a majority agreement will be reached as to whether the patient will be removed from the practice list, or allowed to remain with possible restrictions on booking appointments. In either case, a third and final warning letter will be issued.
Warning letters are valid for a period of 12 months. Removal based on warnings greater than 12 months old will be invalid - in this case a further formal warning and period of grace will be required.