Did Not Attend Policy (DNA)


Chapel St Medical Centre/Mayfield Medical Centre is committed to ensuring that the best possible service is provided to all patients registered with this practice.

Patient non-attendance at a booked appointment adversely impacts on practice staff and its patients in the following manner:

The ‘Did Not Attend’ (DNA) patient takes the appointment slot of another patient who could have attended ie the patient does not turn up for the appointment and does contact the surgery (link to our contact form) in advance to cancel or change appointment

The effect of this are:

  • An increase in the waiting time for appointments.
  • A potential risk to the health of the patient.
  • Frustration for both staff and patients.
  • A waste of resources.
  • A financial implication on the Primary Care.

Consistent application of the DNA policy by all practice staff (clinical and non-clinical) plays an important role in encouraging patients to assist in ensuring that clinics are managed as efficiently as possible.

This policy relates to the handling of DNA’s and outlines the expectations of patients and staff in the management of these instances.


It is the responsibility of Chapel St Medical Centre/Mayfield Medical Centre staff to make every reasonable effort to ensure that the patient is aware of their scheduled appointment.

Every effort will be made to communicate effectively with all patients including those with language, literacy and vision difficulties.

The practice will exercise discretion on a case-by-case basis to avoid disadvantaging patients in the case of genuine hardship, misunderstanding and other unavoidable circumstances.

It is the patient’s responsibility to:

  • Advise Chapel St/Mayfield Medical Centre of any change to their contact details
  • Attend their arranged clinic appointment or reschedule with reasonable advanced notice.


If a patient does not attend they will be sent a text or letter from the Senior Receptionist explaining they did not attend their appointment and the effect on the practice.

A further 2 DNA texts or letters will be sent within a 12 month period.

After the 4th DNA a clinician will review the patients DNA’s.

If the Clinician confirms that a patient should be removed a final letter is sent to the patient informing them that they have 30 days to register at another practice, allowing them time to discuss any specific problem with the manager preventing them from cancelling appointments.

After 30 days the patient will automatically be removed from our practice list