DNA Policy

Why we have this policy

Victor Medical Centre has recently introduced a DNA (Did Not Attend/Answer – for phone consultations) policy as we want to ensure that the best possible service is provided to all patients.  We acknowledge that it can sometimes be difficult to obtain an appointment with a GP, and a common contributing factor is patients’ non-attendance.

We understand that from time-to-time genuine emergencies happen.  If this was the case and it meant you were unable to attend your appointment in person or by phone, please contact the practice.

DNA Procedure

As a Practice we are doing our best to reduce DNAs. A text reminder message is sent out to all patients with a mobile phone number on file, 24 hours prior to their appointment.

However, due to the high demand for appointments and number of non-attendances, we will charge the gap fee of any missed appointment. We anticipate that this will deter non attendances and recoup some of the costs of missed appointments. These fees apply for any appointment that is not attended or not cancelled prior to a minimum of 2 hours of the appointment time.

1^st DNA – Our staff will contact the patient to ensure their welfare, and re-book the missed appointment if required. They will also discuss our DNA policy for future reference.

2^nd DNA within 12 months of last DNA – letter to patient + fee (gap amount of missed appt) + copy of this policy.  This fee must be paid prior to booking another appointment. If the appointment was expected to be bulk billed, the fee payable will be the gap fee on an equivalent private appointment

3^rd DNA within 12 months of first DNA – letter to patient advising they will be removed from our patient database + copy of this policy. Reinstatement to our practice will occur when outstanding fees for previous non attendances are paid. The patient may also be required to pre-pay any future appointments. If requested, a copy of their medical record will be sent to another clinic of their choosing at our standard costs.  The patient is to contact the clinic to make these arrangements.

Avoid Becoming a DNA

If you cannot attend or no longer need an appointment, please let us know in advance.
If you need to cancel an appointment you can do this in any one of the following ways:

1. In person at the Reception Desk
2. Phone:  08 8551 3200
3. If booked online through HotDoc, cancelling online is an option.
4. Reply “N” to appointment SMS reminder (sent 24 hours prior)

Current from 9 September 2024