Did Not Attend (DNA) Policy

Every missed appointment is a lost opportunity for another patient. DNAs increase waiting times and cost the NHS millions each year.

At Kelvingrove Medical Centre, we want to make sure appointments are available for everyone who needs them.

Cancelling or changing an appointment

If you cannot attend your appointment, please let us know as soon as possible so we can offer it to another patient.

You can cancel or change an appointment by:

• Using our online access or the NHS App

• Following the instructions in your appointment text reminder

• Calling us on 📞 01773 713201

• Speaking to reception in person

Appointment reminders

We send text message reminders before your appointment. These include instructions on how to cancel if you no longer need it.

What happens if you miss appointments

• If you miss an appointment without telling us, we will record this in your notes.

• If this happens more than once, we may contact you to understand the reason.

• If you miss three appointments in 12 months without letting us know, we may remove you from our practice list. This is to ensure fair access for all patients.

Children’s appointments (“Was Not Brought”)

If a child misses an appointment, we record this as “Was Not Brought”.
It is the parent or carer’s responsibility to bring a child to their appointment.
Repeated missed appointments for children may raise safeguarding concerns and may need to be referred to the safeguarding team.

Helping reduce DNAs

You can help us by:

• Keeping your contact details up to date (especially mobile number).

• Letting us know as early as possible if you cannot attend.

• Accepting reminders or using the NHS App to manage your appointments.