DNA (Did Not Attend) appointment policy

93% of Darlington patients attend their appointments.

The remaining 7% of appointments are classified as ‘Did Not Attend’ (DNA), that is the patient did not turn up for appointments and did not contact the surgery in advance to cancel/change their appointment.  Clinician time is a very precious resource and non-attendance of appointments creates a significant strain on the NHS.

We understand their may there are certain situations that may make it impossible for you to cancel your appointment, for example being admitted to hospital.

Our DNA policy has been agreed across the town as follows:-

Firstly, those patients who have failed to attend 2 or more appointments within the previous month will receive their first warning letter.

Secondly, those patients who have had a warning letter and go on to miss a further appointment will receive another letter stating that they will only be able to book on the day appointments.

Thirdly, those who go on to DNA same day appointments will be invited in to discuss a contract and develop an appointment plan that will include them needing to call to confirm the appointment otherwise the appointment will be cancelled.

Warning letters will last 12 months.

Cancelling appointments

To avoid DNA appointments you can use the NHS app or online services to cancel your appointments or you can use our new texting system to receive a reminder of your appointment and you will be able to reply to this message to cancel if necessary, you just need to make sure we have your correct mobile number.

If you would like to discuss the above, please contact the Practice Manager at the surgery or email cliftoncourt@nhs.net