ABN NO: 81769353946

Did Not Attend (DNA) Policy

Effective: 21st October 2025
Review Date: 21st October 2026

1. Purpose

At Chidlow Family Doctors, we are committed to providing timely and accessible care to all our patients. Missed appointments—known as Did Not Attend (DNA)—limit our ability to provide care to others and increase wait times for those needing appointments.

This policy has been introduced to reduce non-attendances and ensure efficient use of our appointment system.

2. What Is a DNA?

A DNA is recorded when a patient does not attend a scheduled appointment and does not notify the practice in advance. This includes:

• In-person GP or nurse appointments
• Telehealth appointments (not attended or not answered)

3. Reminder System

To help reduce DNAs:

• SMS reminders are sent to all patients with a mobile number on file, approximately 24 hours prior to their scheduled appointment.
• Patients can cancel their appointment by:
• Calling us on 08 6256 0099
• Cancelling online via HotDoc (if the appointment was booked online)
• Replying “N” to the SMS reminder
• In person at the reception desk

4. Emergency Situations

We understand that emergencies and unforeseen circumstances occur. If you miss an appointment due to a genuine emergency, please contact the practice as soon as possible so we can note your situation and offer support if needed.

5. DNA Procedure and Fees

Due to increasing demand for appointments, and to offset the cost of missed appointments, Chidlow Family Doctors has introduced the following DNA process:

First DNA (within 12 months)

• Patient will be contacted by phone to:
  • Check on their wellbeing
  • Reschedule the appointment (if needed)
  • Remind them of this DNA policy
• No fee is charged at this stage

Second DNA (within 12 months of the first DNA)

• Patient receives a formal letter and a copy of this policy
• A DNA fee is applied: of $50.
• The fee must be paid before another appointment can be booked

Third DNA (within 12 months of the first DNA)

• Patient receives a formal letter advising:
  • Removal from our patient database
  • Reinstatement is possible only after all outstanding DNA fees are paid
  • Future appointments may require pre-payment
• If requested, medical records will be transferred to a new clinic upon payment of our standard transfer

fee. Patients must contact reception to arrange this.

6. How to Avoid Becoming a DNA

To help us offer care to those who need it:

• Cancel your appointment as early as possible (ideally more than 4 hours before your appointment)
• Use the cancellation options provided in your SMS reminder
• Ensure your contact details are kept up to date

7. Contact Us

• Phone: 08 6256 0099
• Online Bookings & Cancellations: via HotDoc
• Reception Desk: In person during opening hours

8. Policy Review

This policy is reviewed annually or earlier if required, to ensure it meets RACGP and AGPAL accreditation standards and supports quality patient care.

Address: 47 Northcote Street, Chidlow (Lot 266), WA 6556 Ph: (08) 6256 0099