Did Not Attend Policy (DNA)
In November 2018 due to the high rise of patients failing to attend appointments we re-introduced our DNA Policy.
If a patient fails to attend their appointment we will either ring or send a letter informing of the DNA. We will look at their appointment history and note other DNAs during the year. If a patient fails to attend 3 or more appointments they will receive a further letter stating this and informing if they fail to attend another appointment they will be asked to find another GP and we will start the process of removing them.
The surgery cannot tolerate patients who book appointments and either fail to cancel them or fail to attend the appointment. Patients who require appointments are not able to book either on the day or within 2 days due to the patients that waste appointments.
We have introduced a new text messaging service which will send a text message the day prior to the appointment to your mobile phone, you can then reply back with ‘cancel’ and the appointment will automatically cancel. (you cannot text back to cancel on the day of your appointment – they system hasn’t got time to cancel, it needs 24 hrs )
Zero Tolerance Policy
A ‘zero tolerance’ policy towards violent, threatening or abusive behaviour/language is in place at Primrose Bank Medical Centre. The staff in the practice have the right to carry out their work in an environment free from such behaviour/language and everything will be done to protect that right.
At no time will any violent, threatening or abusive behaviour/language be tolerated in this practice. If you do not respect the rights of our staff, we may choose to inform the police and make arrangements for you to be removed from our list.
Late Policy
In March 2016 Primrose Bank implemented a ‘Late Policy’.
Any patient that arrives more than 5 minutes late for their appointment with either the GP or Nurse will not been seen and will be asked to book another appointment.
Patients that arrive late and expect to be seen put extra stress on Clinicians, disrupt clinics causing them to over run which results in complaints from other patients that arrive on time and have to wait.
We have notices in the waiting room of the policy.
