Appointments

Cancelling your appointment

Please help us help everyone by cancelling appointments you cannot keep.

Missed appointments waste valuable NHS resources and prolong waiting times for other patients. If you notify us in advance, we can offer your slot to someone else in need.

How to Cancel Your Appointment:

We offer several convenient ways to cancel:

• By Telephone (24/7): Call 01253 204672 and select option 1. We recommend saving this number to your mobile contacts for easy access.
• In Person: Speak to a receptionist at the surgery, Monday to Friday.
• Via the app:  Apps like the NHS app, MyGP and others allow appointments to be cancelled.
• Via SMS Reminder: Use the cancellation link provided in your appointment reminder text message.

Late Cancellations and “Did Not Attend” (DNA) Policy

If you cancel your appointment 1 hour or less before its scheduled start time, it will be recorded as a “Did Not Attend” (DNA). This is because we are unable to reallocate the appointment within such a short timeframe, leading to a wasted slot.

Impact of Missed Appointments:

At Highfield Surgery, an average of 150 appointments each month are recorded as DNAs. This means patients neither attended nor informed us at least 24 hours prior to cancel or change their appointment. This has significant consequences:

• Increased Waiting Times: Delays for other patients, potentially worsening their health.
• Wasted Resources: Not only clinicians’ time but also administrative effort in managing and rebooking.
• Financial Cost to NHS: Contributes to the estimated £1.2 billion cost of missed appointments to the NHS annually, requiring additional clinicians and straining services.
• Risk to Vulnerable Patients: Potential harm to children or other dependents relying on an adult to ensure they attend.

Highfield Surgery’s DNA Management Policy

To ensure fair access to appointments and efficient use of resources, Highfield Surgery implements a progressive policy for repeated non-attendance. While we understand there may be genuine reasons for missing an appointment, this policy helps us address avoidable DNAs.

Important Considerations:

• Extenuating Circumstances: We recognise that there may be mitigating reasons for non-attendance. Please communicate these to us.
• Review Process: Prior to any removal from the practice list, a senior GP will assess whether such action would be detrimental to the patient’s health or wellbeing.
• Policy Validity: Letters related to this policy are valid for a 12-month period and are saved in your electronic health record.

Policy Steps within a 12-Month Period:

1. First DNA: A text message or letter explaining the DNA will be sent.
2. Second DNA: If a second appointment is missed within 12 months (without reasonable mitigating circumstances), a further letter will be sent.
3. Third DNA: If a third appointment is missed within 12 months (without reasonable mitigating circumstances), another text message or letter will be sent.
4. Fourth DNA: Should a fourth appointment be missed within the same 12-month period, the practice partners will review the case. A decision will be made regarding potential removal from the practice list or sending a letter of support to the patient.

We encourage open communication with the surgery if you anticipate difficulties attending appointments.