VHG Did Not Attend Policy and Guidance
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Non-Attendance
If a client cancels an appointment with less than 24 hours’ notice or does not attend their scheduled appointment on the date and time agreed, this will be classed as a ‘Did not attend’ also known as a ‘DNA’. Our service policy is that we only allow for a maximum of 2 DNA’s and we will have to discharge clients who have reached this maximum. Therefore, it is important that you discuss this at the beginning of treatment with all clients and as soon as a DNA occurs, to mitigate against discontinuation of treatment.
NHS Talking therapies clients: These clients will recieve a letter asking them to call and rebook their session within 3 working days
All other clients: These clients will recieve a letter asking them to call and rebook their session within 7 working days
Please attempt to contact your client within these time frames via call and/or email to see if they wish to rebook
DNA’s and cancellations may be an indicator of disengagement in therapy, so we recommend exploration of possible barriers to sessions, difficulties the client might be having with the content of session or homework tasks. A DNA should trigger a review of therapy progress, giving the client an opportunity to explore what is working for them, and what they are finding more difficult. In exceptional circumstances, we may allow for flexibility in relation to a DNA, for example if a client was taken ill to hospital and had no way of contacting you or VHG. Please raise a ‘clinical review’ request if you feel that a DNA should be reviewed by the clinical team.
What is the reason for this policy?
The reason we look to discharge anyone not following policy is to support the person in their own therapeutic journey, as we recognise that multiple gaps in anyone’s treatment can have an impact on clinical progression and outcomes. We want to support our clients and you as a network therapist, in managing engagement and consistency within the therapy journey.