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Did Not Answer Policy


‘Did Not Answer policy’ (DNA), is where the patient does not answer their telephone when they have booked a telephone triage appointment with a GP or Nurse and does not contact the surgery in advance to cancel/change the appointment.

What to expect from our GP or Nurse when booking a telephone triage appointment

When you book a telephone triage appointment with a GP or Nurse, your name is added to their patient list for the day. Reception will take an up-to-date contact number and record this in your medical records.

Your GP or Nurse will have approximately 40 telephone calls to make in one day and they will do their very best to contact you as near to your scheduled time as they can, but there may be delay in the event of a medical emergency.

It is important that you keep your phone with you at all times to ensure you don’t miss your booked telephone triage call.

The GP or Nurse may call you with No Caller ID

What happens if I miss my call?

We understand that calls may be missed from time to time.

If you miss your call the GP or Nurse will attempt to you call you once more, if you miss a second call then we ask you to call the practice to rebook another telephone triage appointment.

In summary the GP or Nurse will call you twice, if you miss both calls it will be your responsibility to telephone the practice to rebook another telephone triage slot.

Please do not ask reception for a specific time as the GP or Nurse workload for that day cannot be predicted.

Thank you for your co-operation