DNA Procedure

As a practice, we are committed to minimising missed appointments (DNAs). To help reduce DNAs, we send text message reminders to patients who have opted to receive them, 24 hours prior to their appointment. This reminder is a courtesy service, and failure to receive an SMS reminder does not exempt you from your responsibility to attend your appointment.

Due to the high demand for appointments and the increasing number of missed appointments, we will charge the gap fee for any DNA. We hope this policy will both discourage non-attendance and help recover the costs associated with missed appointments. These fees apply to all types of appointments.

 First DNA (Missed Appointment)
If you miss an appointment, our staff will contact you to ensure your well-being and reschedule if necessary. Please note that rescheduling will be based on the next available appointment. During this conversation, we will also review our DNA policy for your future reference.

Second DNA (Within 12 Months of First DNA)
If a second appointment is missed within 12 months, a letter will be sent to you along with an invoice for the gap fee associated with the missed appointment. A copy of our DNA policy will also be provided. Please be aware that this fee, as well as any other outstanding fees, must be paid before you can book another appointment. If the missed appointment was to be bulk billed, the gap fee for an equivalent private appointment will apply. DNA fees are not eligible for a Medicare rebate.

Third DNA (Within 12 Months of First DNA)
If a third appointment is missed within 12 months, a letter will be sent advising that you will not be able to book routine appointments until all outstanding fees are paid. Reinstatement of your ability to book will only occur once these fees have been cleared. Additionally, you may be required to pre-pay for any future appointments. If requested, we can transfer a copy of your medical records to another clinic of your choice at our standard cost. Please contact the clinic to arrange this transfer.

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:  Jamestown 08 8664 1078, Peterborough 08 8677 6500, Orroroo 08 8677 5500
  3. Reply “N” to appointment SMS reminder (sent 24 hours prior)

It is the Patient’s responsibility to:

Advise the Practice of any change to their contact details.

Attend their arranged clinic appointment or reschedule giving a minimum of 2 hours’ notice.

To help us improve our systems and make more appointments available for patients to book, please adhere to our Practice Policy.