Aberfoyle Medical Centre

Door are open between 8.30am – 12.30 pm and 1.30pm – 5.30 pm

Phone lines are open from 8.30am – 12noon and 1pm – 5.30pm

Emergency line only from 12 – 1pm 

Acute Prescription line open between 10 – 11am and 2 – 3pm

Results line open between 10 – 11 am and 2 – 3pm



Did Not Attend Policy


Did not attend Policy


Did not attend’s (DNA) are defined as where the patient did not turn up  for the appointment and did not contact the surgery in advance to cancel/change appointment.  The policy aims to reduce the effects of missed appointments listed below:

  • An increase in the waiting time for appointments,
  • Frustration for both patients and staff.
  • A waste of resources.
  • A potential risk to the health of the patient.

Our Objectives

  • To free up appointments for those who genuinely need them
  • To reduce the waste of clinical time
  • To reduce the pressure on all staff in being able to offer prompt appointments

Monthly DNA searches will be done and DNA figures will be published on the website and social media pages.

When does the policy apply?

  • When a patient fails to attend their pre-booked appointment without any prior notice.
  • When a patient fails to answer a booked telephone ring back.
  • When a patient cancels their appointment short notice – less than 30 minutes before their appointment time.

General Policy

It is important that any DNA policy is agreed as a practice and patients are made aware of the policy and the reason for implementing.  Whilst it is important to be consistent there will be exceptions on an individual case by case basis.

We are hoping with SMS reminders the number of DNA’s will reduce.  We still rely on patients phoning in to cancel their appointment if they are unable to attend and ask that every effort is made to do so.

Action Taken

If a patient fails to attend a pre-booked appointment or fails to answer a pre-booked telephone call the following action will be taken:

  • Staff will code DNA onto your record.
  • If the patient has missed 3 appointments or pre-booked telephone calls within 12 months they will be sent an informal warning letter advising them that further occurrences may result in removal from the Practice list.
  • If the patient fails to attend further pre-booked appointments or answer pre-booked calls the matter will be discussed again at a practice meeting and a majority agreement will be reached as to whether the patient will be removed from the practice list. In this case a formal letter will be issued.
  • Warning letters are valid for a 12 month period.
  • Children who miss appointments may be followed up by practice staff, this is to ensure the well-being of the child.


Screening Appointments for Patients with Chronic Conditions deemed to be “at risk”

Where a patient with a chronic condition or is otherwise deemed to be “at risk” fails to attend a screening or a recall appointment there may be an implied duty on the practice to follow-up the reason for non-attendance to ensure that the patient’s health is not at risk.

The responsible clinician (usually the doctor or the nurse holding the clinic) will be responsible for initiating action e.g., put message on reception team messages asking them to contact the patient to determine the reason for the failure to attend, and where possible re-arrange the appointment.

Where a new appointment is arranged, this is to be followed up with a letter of confirmation, and a telephone call or email reminder the day prior to the new appointment date.

The clinician will have overall responsibility for the individual patient follow-up and attendance, although the administration aspects will be delegated.


Date published: 31st May, 2023
Date last updated: 31st May, 2023