MDU advice

Missed appointments are an ongoing problem within the NHS, with Jeremy Hunt revealing in 2015 that they cost the health service almost £1 billion per year. Specifically, missed GP appointments were estimated to contribute to this figure by £162 million. It is no surprise therefore that much consideration has been given on how to reduce the number of 'Did not attends' (DNAs).

In responding, the MDU adviser acknowledged that this was a common concern for GP members, and that while GPs cannot compel patients to attend appointments, there are steps they can take to show they have made reasonable efforts to engage and help the patient.

With that in mind, the GP was advised to consider why the patient may be missing appointments, particularly when their attendance had previously been good.

Might the patient not be receiving correspondence about appointments? Were their contact details current?
Had they any memory issues or health reasons that might prevent them remembering they were due at the practice?
Was there any reason the patient would be reluctant to attend the practice, or leave their house?
Were there practical reasons which might prevent the patient from attending, such as caring for a sick relative or poor mobility?
Did they understand what the appointment was for and why it was important to attend?
Similarly, did they realise the implications for their health of not undergoing medical review?

The GP explained that the practice had sent out reminders for these appointments and had started to send letters to the patient, telling him when he missed an appointment. Despite these, the patient had not responded to the letters or attended the practice.

Safety netting of DNAs

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Dr Ellie Mein

Safety netting of DNAs