These send information about how our site is used to a service called Google Analytics. We use this information to improve our site. Let us know if this is OK. You can read more about our cookies before you choose. Change my preferences I'm OK with analytics cookies. For ease, throughout this guidance we will refer to these as DNAs, but in most instances the same principles apply to both.
By understanding the many causes behind DNAs and working to reduce them, systems and providers can ensure appointment slots are not wasted. Many of the same actions can also support patients to take control of their care and reduce health inequalities. It is therefore crucial that systems and providers take appropriate steps to ensure they are not exacerbating health inequalities when managing their approach to DNAs. There are many reasons why people may not attend an appointment.
Many of these are outside of their control. Most providers will have worked on reducing their DNA rates previously. Now is an opportune time to revisit and refresh this work:. As a minimum, all providers should use appointment reminders e. This guidance builds on experience from providers and systems and previous work by quality, service improvement and redesign. It outlines initial steps providers should take to reduce their DNA rates, through:.
Future practical tools and support will be available as part of this focus on DNAs, drawn from current practical work and experience in providers. This document focusses on acute settings, although many of the same principles apply in other settings including diagnostics, primary, community and mental health.
Existing literature emphasises that non-attendance is a complex problem. However, most research and actions taken by providers focus on changing the behaviour of the patient to address why they have missed an appointment. This approach does not address any broader reasons that may be at play. Patients have told us that when they miss an appointment, it often stems from difficulties with processes and communication.
