Introduction
We strive to offer as many face-to-face appointments to our patients. In order to do this, we need to have strict guidelines in place to fully utilise every available appointment.
Where patients have been declined routine appointments, because consultations are fully booked, it is disappointing when one of these booked appointments does not turn up, or fails to answer the telephone call, and has not contacted the practice to cancel the appointment so that it can be released for others.
The management team monitor DNAs. A number of DNAs are incurred every month, and they are slowly increasing.
In light of this we have introduced this policy; Did Not Attend (DNA) for our patients.
DNA Policy
A DNA occurs when an appointment is not attended and the patient has not contacted the practice in advance to cancel it or where the cancellation is so late as to make it impossible to allocate that time to another patient who needs treatment.
An appointment is not attended when:
- a patient fails to arrive at a face-to-face appointment;
- a patient fails to cancel an appointment 3 hours before the appointment time
- a patient fails to answer their telephone after two attempts at calling by the clinician
A failed appointment will incur a fee equal to the price to be paid by the patient only at the appointment. Currently the patient will not be liable for the full fee of the appointment i.e. inclusive of ESSH benefits such as HIO rebate.
If a patient fails to cancel the appointment 3 hours before the appointment time the appointment fee will be applied to the account.
What can I do to cancel my appointment?
Please let us know as soon as possible.
We would like at least 24 hours’ notice, but we know this is not always possible, so please try and let us know at least 3 hours ahead of your scheduled appointment time.
Letting us know as soon as possible allows us to rebook another patient into that time slot.
You can inform us by telephoning 01534 833 833 or via email on castlequay@castlequay.gpnet.je
Children who fail to attend
Awareness is to be given to children who fail to attend an appointment.
Whilst all missed appointments have traditionally been classified as a “Did Not Attend”, not attendance of a child is classified as “Was Not Brought” as it is not a child’s responsibility to attend the appointment; it is the responsibility of their parents or carers to take them. As such, awareness must be given to this and the consideration that this could be termed as medical neglect.
Actions needed for a “Was Not Brought”
Any non-attendance by a child to their medical appointment will trigger a letter that needs to be sent to the parent or carer to ascertain the reasons behind the non- attendance. Any response from the parent or guardian will also be noted in the patient’s clinical record.
All missed appointments are flagged with the safeguarding lead.
A child who misses a vaccination, is referred to the Childhood Vaccinations and Immunisations team.