Missed Appointments (DNA) Policy

We understand that sometimes you may not be able to attend your appointment.
If that happens, please let us know as soon as possible so we can offer the slot to another patient who needs it.

You can cancel:

Through the surgery website
By calling the surgery during opening hours
By replying to our text reminders

Please try to cancel at least 24 hours before your appointment.

What Happens if You Miss an Appointment

We keep track of missed appointments (known as Did Not Attend or DNA).
Our aim is to help, not punish — but repeated DNAs make it hard for others to see a doctor or nurse when they need to.

Here’s how we handle DNAs:

1️⃣ First Missed Appointment
You’ll get a text message or phone call reminding you to cancel in future if you can’t attend.

2️⃣ Second Missed Appointment
We’ll call you to talk about why you missed appointments and see if we can help.
We’ll also remind you that more missed appointments could lead to removal from our list.

3️⃣ Third Missed Appointment
If you miss three appointments in a 12-month period without letting us know,
your case will be reviewed by the practice team.
If there isn’t a good reason, you may be removed from the practice list in line with NHS guidance.