A DNA occurs when 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 to another patient who needs treatment.
What we currently do to help Patients avoid DNAs
- The DNA policy is clearly outlined in the New Patient form which has to be signed by all new patients.
- For those patients who have supplied their mobile phone number and consented, we have in place an automatic text reminder system for upcoming appointments.
- We have an online appointment cancellation option which automatically links to our appointment calendar.
- We repeat and often ask the patient to repeat the time and date of their appointment over the phone.
- We provide an appointment card if an appointment is made at reception.
- Appointments booked via our online booking facility can be saved directly into the patients’ electronic diary.
- Patients with long appointments are called on the day to confirm.
- When a patient has a first DNA occurrence, the policy is verbally explained to them by reception staff and a letter is sent for the second.
It is important that any DNA policy is agreed upon as a practice and patients are made aware of the policy and the reason for implementing. We have implemented a three strike policy. Whilst it is important to be consistent, there will always be exceptions on an individual case-by-case basis.
DNA 1
Where this is the first occasion, a DNA alert is automatically added to the Patient’s medical record in Best Practice. The patient is either called or given a verbal warning
regarding the DNA. This warning is recorded in the Patients file as a contact note.
DNA 2
When there is a second DNA within a six month period, the patient will be contacted by the Practice, advised of the missed appointment and they will be issued with a $40 (or $75 if long consult) fee.
DNA 3
Where a third DNA has occurred (within a six month period), the Practice will review the individual case. If the previous penalty fee was paid, the patient will be given a warning and the DNA cycle restarted. If the fee has been unpaid and this is the third DNA, the patient will be informed that they can no longer pre-book appointments at the practice. Their name and details will be added to the online booking systems (Hot Doc & Health Engine) to prevent them from being able to book online. A note will be made in the patient file to alert reception that they cannot have pre-booked appointments. They will be offered the option of walk-in appointments, whereby they can come to the practice and wait for an opening to see the doctors.
Should the patient continue to display a disregard for the practice policies and procedures, they will be formally removed from the practice patient list.