DNA (Did Not Attend) Policy

Missed Appointments (DNA) – Our Practice Policy

At our practice, we aim to provide all patients with timely access to healthcare. When an appointment is missed without notice, it prevents another patient from being seen. This is known as a Did Not Attend (DNA).

What is a DNA?

A DNA occurs when a patient:

Fails to attend a booked appointment, and
Does not cancel it at least 24 hours in advance

For children, missed appointments are recorded as Was Not Brought (WNB), as it is the responsibility of the parent or carer to bring the child.

Why It Matters

Every missed appointment is a lost opportunity — for another patient and for the NHS.

Missed appointments cost the NHS millions each year.
They contribute to longer waiting times and delays in diagnosis and treatment.
They take up valuable clinical time that could be used to help others.

By cancelling appointments you no longer need, you’re helping us reduce NHS waiting lists and improve care for everyone.

Your Responsibility as a Patient

We kindly ask all patients to take responsibility for cancelling appointments they no longer need. Even short notice helps us offer the slot to someone else.

You can cancel your appointment easily through:

NHS App
Link in your appointment reminder
Our website: Cancel Appointment
KLINIK online form
Calling our reception

Please cancel as soon as you know you can’t attend — even if it’s the same day. Every cancellation helps another patient.

What Happens If You Miss Appointments?

We understand that sometimes things happen — but repeated DNAs without good reason may lead to removal from our patient list. Here’s how we handle it:

1st DNA: You’ll receive an email Reminder.
2nd DNA: We’ll send you a letter.
3rd DNA: You’ll receive a second warning letter.
4th DNA (within 12 months): You may be removed from our practice list after review.

Children and Missed Appointments

If a child is not brought to an appointment, this is taken seriously and may be considered a safeguarding concern. We will contact parents or carers after the first and second WNBs, and take further steps if this continues.