DNA Management Policy Template

## Did Not Attend (DNA) Management Policy

**Policy owner:** Practice Manager

**Review date:** Annual

### Purpose

This policy sets out [Practice Name]'s approach to reducing appointment non-attendance, to maximise appointment capacity and minimise waste.

### Reminders

- All patients with appointments receive an SMS reminder 24 hours before

- Patients without a mobile number receive a telephone call the day before (where staffing allows)

- Online booking patients receive email and/or push notification reminders

### Recording

- All DNAs must be recorded in the clinical system on the day

- Staff must not reuse DNA appointment slots without a 15-minute buffer

### Repeat DNA Management

After **3 DNAs in 12 months:**

- Automated letter sent reminding of appointment importance

- Patient flagged in clinical system

After **5 DNAs in 12 months:**

- Appointment with Practice Manager or senior receptionist offered

- Removal from list considered for persistent non-attendance (must follow BMA guidance and ensure patient is not removed due to protected characteristics)

### Vulnerable Patients

DNA policy must be applied with sensitivity. Patients with dementia, mental health conditions, or chaotic lifestyles should never be removed from the list for DNAs without clinical review.

### Reporting

DNA rates should be reviewed monthly and reported to Partners quarterly. Target: below 7%.