Did not Attend (DNA) 
Policy

An increasing number of patients are failing to cancel or attend for their appointments and this means that we are unable to offer other patients these appointments.  In the interests of fairness the practice intends to fully implement its policy relating to non-attendance on a strict and consistent basis. 

For each DNA the patient will receive the appropriate letter.  

1.	If a patient fails to cancel (by giving an hour’s notice) or attend a first appointment we will write informing the patient that one non-attendance has been listed in their patient record. (Patient will be placed in the YELLOW Category)
2.	If a patient fails to cancel (by giving an hour’s notice) or attend a second appointment we will write again informing the Patient that two non-attendances have been listed in the patient’s record and that one more non-attendance will result in the patients removal from the practice list. (Patient will be placed in the AMBER Category 
3.	If a patient fails to cancel (by giving an hour’s notice) or attend a third appointment we will write again informing the patient that they have been removed from the practice list.  (Patient will be placed in RED Category)
The letter will:
•	Inform the patient of the need to register with an alternative practice 
•	Provide a telephone number to help the patient in this process.  
Staff will
•	Complete the ‘Remove Patient Request’ template and send to LASCA.