DNA Management Policy

## Did Not Attend (DNA) Management Policy

### Purpose

Reduce wasted appointments while maintaining fair access for patients.

### Prevention

- SMS reminder sent 24 hours before all appointments

- Online cancellation link included in all reminder messages

- Appointment booking confirmation by SMS/email for online bookings

### Monitoring

- DNA rate tracked monthly per appointment type

- DNA data reviewed at Partners meeting quarterly

- Target: DNA rate below 6%

### Patient Communication After DNA

- After 1st DNA: text reminder that appointment was missed, asking patient to rebook

- After 2nd DNA within 12 months: letter noting pattern

- After 3rd DNA within 12 months: Practice Manager letter; offer of self-managed booking only

### Exceptions

- Vulnerable patients, children, and those with cognitive impairment are managed sensitively

- Never remove a patient from the list solely for DNA

### Review

This policy is reviewed annually.