DNA (Did Not Attend) Policy

At East Bank Medical Centre, we aim to provide the best possible care to all our patients. To ensure our resources are used efficiently, we have implemented a policy for patients who fail to attend their scheduled appointments without prior cancellation.

Policy Details

  1. Appointment Attendance

    • Patients are expected to attend all scheduled appointments. If you are unable to attend, please cancel your appointment as soon as possible. This allows us to offer the slot to another patient in need.

  2. Text Message Reminder

    • After each missed appointment, patients will receive a text message reminding them of the missed appointment and the importance of cancelling future appointments. The text message will read:
      You failed to attend an appointment today which is a waste of resources.
In future, if you can't make an appointment, please cancel it so it can be allocated to another patient.

  3. Missed Appointments

    • If a patient fails to attend three or more appointments within a three-month period without cancellation, they will receive a warning letter. This letter will highlight the number of missed appointments, the impact on practice resources, and remind them of the importance of cancelling appointments they cannot attend. It will also warn them that missing another appointment may result in removal from the practice list.

  4. Final Removal Process

    • If the patient misses another appointment after receiving the warning letter, they will receive a final letter notifying them of their removal from the practice list. This letter will include information on how to register with another local practice and the timeline for their removal.

We appreciate your cooperation in helping us manage our appointment system effectively. By cancelling appointments you cannot attend, you help us provide timely care to other patients. You can cancel or rearrange your appointments in several ways:

  • Using the cancel button in the text message reminders.
  • Managing your appointments through the NHS App.
  • Phoning us directly at 0114 239 8686.

Thank you for your understanding and support in making our appointment system more efficient for everyone.