We have noticed a large increase in our "Did Not Attend" (DNA) rate in the last year. Last year we had 450 Doctors appointments (390 at Sturminster and 60 at Marnhull) and 730 Nurses appointments (636 at Sturminster and 94 at Marnhull) this is a staggering 1180 appointments wasted in a 12 month period. Not all of the totals are 10 minute slots so the true time wasted is significantly higher. The NHS predicts that each wasted appointment costs the NHS and ultimately the tax payer £60.00, this equates to at least £71,000.00. If the practice had this amount of money to invest, this could equate to two additional practice nurses or a part time GP. The sad fact of this is that most of these patients who missed an appointment will still need to be seen; this all adds to the demand for appointments and has a negative impact on the time other patients may have to wait to be seen.

In order to address this, we have recently reviewed our DNA policy, if a patient fails to attend an appointment a letter will be sent to remind them that an appointment has been missed and to contact the practice if there are any difficulties that are preventing them from informing us when they are unable to attend, if a second appointment is missed within a six month period a second letter will be sent, reminding them that another appointment has been missed and that should they fail to attend a third appointment they may be removed from the practice list unless there are extenuating circumstances. See DNA policy.

We are also implementing the online version of the appointments system via a secure patient log in, on this website. Another area that we are interested in exploring is the use of SMS messaging (text) that can automatically be sent to those patients with mobile phones who sign up to receive these the day before their appointments are due. Our system suppliers have indicated these software modules should be implemented before Christmas 2007. Please keep an eye on the website for further updates and “go live” information.

To assist with capacity in the meantime our staff are calling patients by phone the day before for the longer appointments, i.e. Diabetic and Asthma Reviews and Cervical Smears, the reason being, these are usually lengthy appointments and when patients fail to attend this wastes 2 or 3, 10 minute appointment slots. For this all to be successful we need to have up to date contact details for all our patients including your mobile phone details. Please ask at reception for a form to update your details when you are next in the surgery.

We have posters in each surgery with the current DNA figures; these will be updated on a weekly basis. We hope that by tightening up our DNA policy, contacting patients who do not attend, reminding patients via SMS text and keeping patients up to date with the DNA rate, that we will see a drop in the number of wasted appointments.

We would also ask patients who are unable to attend to let us know as soon as possible and with no less than 24 hours notice, so we can offer the appointment to another patient. Your help with this matter will be greatly appreciated by the Doctors and staff at the Practice and your fellow patients. You can let us know if you are unable to attend using the following methods:

Telephone: 01258 474500
Fax: 01258 471547
Email: via our contact form.

Please help us to help you, thank you.