We strive to offer as many appointments to our patients. In order to do this we need to have strict guidelines in place to fully utilise every available appointment. In light of this we have introduced this policy; Did Not Attend (DNA) for our patients.

What can I do to cancel my appointments?

Just let us know.

We would like at least 24 hour’s notice but we know this is not always possible, so, try and let us know at least 1 hour of your scheduled appointment time. Letting us know as soon as possible, allows us to rebook another patient into that time slot. If you do not attend your appointment and haven’t given us sufficient notice to cancel your appointment so that it cannot be utilised by another person, then you will be marked as “Did Not Attend”

It is your responsibility to update contact details so appointment reminders can be sent.

You can cancel your appointment by:

• Calling us on 01924 784101
• Reply to the text reminder – follow instructions within that text reminder
• Email the surgery
• Use the NHS app
• Attend the practice in person to cancel

What will happened if I forget to cancel, or miss an appointment?

If you miss ONE appointment:

We will send you a text message to remind you that you have missed an appointment, and direct you to review this policy, so you are aware of the next steps if you fail to turn up to any other appointments within a 12 month rolling period.

If you miss TWO appointments within a rolling 12 month period:

You will be sent further correspondence from the practice via sms advising you that another missed appointment could result in you being removed from the practice list.

If you miss THREE appointments or more within a rolling 12 month period:

We will review your case on an individual basis and the outcome of this may mean that we remove you from our practice register. You will be advised to register with another practice in the local area as soon as possible. A list of primary care organisations can be found at www.nhs.uk by entering your postcode in the “Find local services” section.

Naturally this decision won’t be taken lightly however as a practice we have to ensure we can provide good clinical care for all our patients and missing appointments significantly affects this.

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/