Practice Policy

Did Not Attend (DNA) Policy, Bridgewater Family Medical Practice

We aim to provide a good service to our patients, and we need your help and co-operation to do this. Missed appointments cause inconvenience, not only to us, but also to other patients.

Patients who fail to attend for their own or their children’s appointments and do not inform the practice incur significant cost to the practice and to other patients in terms of lost appointments. The practice is committed to providing appointments to meet the needs of patients but cannot replace appointments lost due to failure to attend.

Please help us to help you by always cancelling an appointment you are unable to attend or no longer need.

It is our practice policy to monitor all cases of patients not attending appointments (Did not Attend—DNA) and contact will be made with all patients who fail to inform the practice that they will not be attending their appointment. Patients who repeatedly fail to attend appointments and do not contact the surgery in advance will be sent a letter confirming the practice DNA policy as set put below.

  • 3 DNAs in 12 months or 5 in 24 months will be issued with a first letter and the Practice ‘Did Not Attend’ Policy.
  • 5 DNAs in 12 months or 10 in 24 months will be issued with a second letter informing them if they DNA again they will no longer be allowed to make appointments but will instead have to attend at 9am at start of surgery and wait until they can be fitted in.
  • Any further DNAs will be subject to the above no appointments rule which will stay in force for 12 calendar months.
  • Further DNAs after the 12 months no appointment rule has been lifted will result in immediate return to the no appointment rule.

Should you have any comments, suggestion or concerns regarding our policy on appointments and DNAs please contact the surgery.

Summary Care Records


NHS Summary Care Records are being introduced in this practice. A summary care record is an electronic record containing key health information, which can be made available to NHS healthcare staff caring for you in an emergency or when you GP Practice is closed.

Please see the additional information and opt out form.

Key benefits of summary care records
Summary care Opt out form & Leaflet

Care Data


Information about you and the care you receive is shared, in a secure system, by healthcare staff to support your treatment and care.

It is important that we, the NHS, can use this information to plan and improve services for all patients. We would like to link information from all the different places where you receive care, such as your GP, hospital and community service, to help us provide a full picture. This will allow us to compare the care you received in one area against the care you received in another, so we can see what has worked best.

We need to make sure that you know this is happening and the choices you have.

Please take time to read the leaflet below. You need to make a choice.