A Non Attendance (DNA – Did Not Attend) is when the patient does not attend an appointment at the practice.

It is practice policy to remove a patient from the practice list if they have failed to attend appointments on numerous occasions. The amount of missed appointments before the warning process will be initiated is;

– 3 consecutive missed appointments OR

– 3 missed appointments within a 12 month period

When the above criteria has been met, the patient will be sent a warning letter to advise them that a further missed appointment will result in the patient being considered for removal from the practice list.

After a further missed appointment within a 12 month period, a GP Partner will be made aware that the patient is being considered for removal. If there are no medical reasons for the missed appointments and the GP sees fit, the patient will be sent a letter advising them to find a new practice within 30 days.

The practice will write to NHS England and ask them to initiate the removal process and including the letters that the practice has sent to the patient. NHS England will automatically deduct the patient after 7 days.

Vulnerable Adults

If a patient that falls under the above criteria for 3 missed appointments and is on the Learning Disability Register or the Mental Health Register, they will still be sent a gentle warning letter. If there are any further missed appointments the Mental Health Lead Nurse or GP will be made aware and will contact the patient or their support worker/carer in the first instance to determine if any additional support is needed.

Re-Registration

Patients will not be able to re-register a patient for 12 months following the date they were removed for non-attendance.

If you know you are going to miss your appointment but its not too late, we now have an updated automated phone service by introducing an appointment cancellation option when you press 1. Please call us and leave your name, date of birth and contact telephone number along with the details of the appointment you wish to cancel.

Practice Agreement

The practice will ensure that accessibility to the services provided is available for every individual both registered and non-registered.

The practice staff will ensure that the needs of each individual patient are met to the best of their ability. All staff will assist patients attending the surgery including collecting them from the waiting area and escorting them to their consultation as appropriate. Patients requiring this will have a major alert message placed on the clinical system record to prompt both clinical and non-clinical staff.

Physical Accessibility

The practice is as dementia friendly as is currently possible.

Parking

There are clearly marked and wider disabled parking bays at both surgeries The route from the designated disabled space to the building is obstacle free with dropped curbs.

Premises

– Allows guide or other assistance dogs into the premises

– Both surgeries have automatic doors.

– The approach is flat with no steps and dipped curbs.

– The lobby between external and internal automatic doors has clear wheelchair access.

– There is clear signage on the exterior of the building. The reception area is clearly signed.

– There is a lower part of the reception desks for wheelchair access.

– If access is needed to the first floor at Almshouse Surgery we have a lift with large clear areas in front of the doors. There is a phone which goes straight through to a manned service desk.

– The practice provides a range of high-backed winged-chairs with a high seat base to assist elderly or disabled patients in standing or sitting.

– Both surgeries have disabled toilets on the ground floor which fits the criteria for size and grab rails.

Communication

The practice;

– Provides large font Practice leaflets on request

– Can offer communications in alternative formats where necessary such as SMS or email for users requiring electronic communications

– Offers private room facilities for patients who may have communication, reading, or writing difficulties.

– Allows disabled patients to make appointments online, by phone or letter.

– Will respond to these requests using the method most appropriate to the needs of the patient.

– Has a hearing loop on the reception desk and a portable hearing loop is available to be used in any consultation if required.

For our access to medical records process and policies, visit this page https://www.tmcwakefield.co.uk/practice-information/access-to-medical-records/