Report on Survey of GP Did Not Attends (DNA)

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Summary of report content

Healthwatch North East Lincolnshire (HWNEL) heard from the local Patient Participation Group (PPG) about issues arising from patients not attending appointments and discussions as to whether financial sanctions should be introduced. HWNEL identified a need to carry out work collating Did Not Attend (DNA) activity across local GP practices, in order to compare data and highlight best practice. HWNEL wrote to all GP practices in North East Lincolnshire asking them to share information, such as: amount of clinician time wasted, any trends in demographics of those who DNA, what steps practices take to tackle the issue and any initiatives that have proven effective at reducing DNA rates. Ten GP practices responded. The report concludes that the use of text reminders and telephone calls in advance is common practice in dentistry and, while numbers of patients at GP surgeries are much greater, there is value in maintaining a high level of checking. HWNEL suggests that GP practices consider targeting certain groups such as younger people and parents of young children booked in, and making cancellation as easy as possible. The report makes three recommendations: 1. Survey findings to be shared with local GP practices and that all practices consider whether additional information about the cost of non-attendance is included in their individual and general communications with patients. 2. To explore with the Clinical Commissioning Group whether a local poster campaign could be supported to further raise the profile of this issue. 3. That the Clinical Commissioning Group consider ways of promoting and encouraging consistent approaches to tackling patient non-attendance. The report does not contain information regarding follow-up or impact.

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General details

Report title 
Report on Survey of GP Did Not Attends (DNA)
Local Healthwatch 
Healthwatch North East Lincolnshire
Date of publication 
Thursday, 1 February, 2018
Date evidence capture finished 
Sunday, 31 December, 2017
Type of report 
Key themes 
Booking appointments
Cost of services
Digitalisation of services
Service delivery organisation and staffing
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
What type of organisation requested the work 
Voluntary and Community Sector
Primary research method used 
How was the information collected? 
If an Enter and View methodology was applied, was the visit announced or unannounced? 

Details of health and care services included in the report

Primary care services 
GP practice

Details of people who shared their views

Number of people who shared their views 
Types of health and care professionals engaged 
Service manager

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Does the information contain a response from a provider? 
Not applicable
Is there evidence of impact in the report? 
Is there evidence of impact external to the report? 

Network Impact
Relationships that exist locally, regionally, nationally have benefited from the work undertaken in the report
Implied Impact
Where it is implied that change may occur in the future as a result of Healthwatch work. This can be implied in a provider  response, press release or other source. Implied impact can become tangible impact once change has occurred.
Tangible Impact
There is evidence of change that can be directly attributed to Healthwatch work undertaken in the report.