Missed Appointments


Missed Appointments and DNA’s

Do you feel frustrated when you cannot get an appointment?

In June 2019 there were 146 missed appointments.  This is 24 hours of wasted GP and Nurse time.  This means the patient did not turn up for the appointment and did not contact the surgery in advance to cancel or change the appointment.

The effect of this is:
  • An increase in waiting time for appointments
  • Frustration for both staff andd patients
  • A waste of NHS resources
  • A potential risk to the health of patients

Non-attendance is a major issue for the NHS and the Practice, increasing waiting list times and costs. Missed appointments can also increase inappropriate and unnecessary A&E attendances.

We appreciate there can be many reasons why patient fail to attend appointments – they feel better, they are scared, transport problems or they simply forget.

If you need to cancel an appointment please telephone the practice as soon as possible on 0208 864 3466.  You can also sign up to the Patient Access Service which allows you to book and cancel your appointments online.


The practice is pro-actively trying to reduce the number of DNAs and has therefore implemented a DID NOT ATTEND Policy to manage this issue.

All missed appointments are automatically recorded on a patient’s clinical record, and the Practice will use this to run a monthly search to identify DNAs.

Patients who fail to attend two appointments within a six month period will be sent a warning about their attendance by letter.

The warning will also state that should they miss another appointment during the next six months then the practice will contact the Health Authority and request that they be removed from the Practice list.  This means that the patient would have to register with another practice.