1. Purpose

Ladywell Medical Centre East has a high demand for Doctor, Nurse and other clinical appointments.  It is vital that we attempt to educate our patients about the need to cancel appointments if they are no longer required.

The purpose of this policy is to ensure that appointment time is used effectively, improve access to services for all patients, and reduce the number of missed appointments. Missed appointments can delay patient care, increase waiting times, and waste valuable clinical resources.

For staff, this Policy should be read in conjunction with the DNA Procedure for Staff.

2. Scope

This policy applies to all patients registered with or attending services provided by Ladywell Medical Centre East, including:

• GP appointments
• Nursing appointments
• Telephone consultations
• ANP appointments
• Physio appointments
• Any other booked clinical appointments

3. Definition of a DNA 

DNA means Did Not Attend.  A DNA occurs when a patient:

• Fails to attend a booked appointment without informing the practice in advance without a valid reason.
• Is unavailable for a scheduled telephone consultation after reasonable attempts have been made to contact them.
• Arrives too late to be safely accommodated within the appointment session.

4. Methods of advertising DNA policy and data

The practice uses various methods to limit and monitor DNAs:

• Sending appointment text reminders
• Recording of DNAs in patient clinical record
• Contacting patients who DNA and having appropriate discussions with patients if relevant
• Monitoring of DNA levels by individual patients
• Educating patients - DNA Policy for Patients and DNA figures posters are displayed in reception, patient waiting areas, on the Practice website and Practice Facebook page   

5. Patient Responsibilities

 Patients are expected to:

• Attend appointments on time.
• Notify the practice as soon as possible if they cannot attend.
• Cancel unwanted appointments with adequate notice to allow the appointment to be offered to another patient.
• Ensure contact details are kept up to date.

6. Practice Responsibilities

The practice will:

• Provide clear information on how to book and cancel appointments.
• Offer appointment reminders where available.
• Record all DNAs accurately within the patient record.
• Consider individual circumstances that may contribute to non-attendance.
• Ensure a fair and consistent approach to managing repeat DNAs.

7. Recording DNAs

Should a patient DNA an appointment, this is recorded within their patient record.

8.  Contacting Patients re DNAs

• Should a patient DNA an appointment, they are initially contacted by text advising that a DNA has taken place. 
• Further contact will be made with the patient should the DNA level be considered to be excessive with the possibility of removal from the Practice list. 
• Should a patient not consent to text messaging, the message fail or the Practice does not have a mobile phone number for the patient, the DNAs will still be recorded and monitored and, if relevant, the patient will be contacted by letter if the DNAs are considered to be excessive.

9. Appointment Reminders via SMS

We would like to encourage patients to consent to receiving text messages from the Practice. In providing consent for this service it will allow the Practice to send appointment reminders. If a patient wishes to consent to texting, please contact the Practice on 0131 334 5000 or complete the form on the Practice website.  This can be found in the “New Patients” or “Patient Forms” section. Please note, it is the patient’s responsibility to keep the Practice informed of any change in contact details.

Reviewed July 2026