T35 – Did not attend Keywords HISO PRIMHD description Additional comments Do not record a DNA Record DNA No notice or The tangata The purpose of recording DNA If a service user calls at any If no notice was given, or no reschedule prior to whaiora/consumer did not (did not attend) in PRIMHD is to stage prior to the appointment request for reschedule was appointment start participate in a pre-arranged monitor the quality of start time to say they cannot received, prior to the meeting, appointment, engagement with the service attend establish local protocols appointment start time. – Use flow chart programme or activity. user: it is not driven by to reschedule or cancel (not If the service user calls after the productivity requirements. It DNA) and ensure visibility of the booked appointment start time forms part of the record of process. and they cannot or will not be significant events in a service For a family-only meeting when attending. journey. user’s the family do not turn up: cancel If there is no prior contact by The number of DNAs reported to or reschedule. telephone and the service user PRIMHD is an important national If a service user turns up late to either comes in after the indicator. The exact time a scheduled appointment but scheduled appointment end time associated with DNAs may be within the appointment time. or completes a consult over the more significant at the telephone after the appointment If an appointment is cancelled local/service user level. end time: record DNA and also because the staff member Local initiatives and protocols the actual activity that took cannot attend: cancel or should be implemented to help place. reschedule. reduce overall DNA rates and If the service user does not If a service user telephones cancellations for family-only attend and cannot be contacted within the appointment time and appointments, specifically in by telephone and has made no has a clinically significant Child & Adolescent Mental contact prior to the appointment conversation: record the Health Services (CAMHS) and time. telephone activity as T42, or as cultural services. appropriate. Use the flow chart. Do not record travel time associated with DNA for PRIMHD: report or record travel time locally only, if required. Report the scheduled appointment duration when reporting T35 activity. Figure 1: Did Not Attend Recording flow chart
T35 – Did not attend Keywords HISO PRIMHD description Additional comments Do not record a DNA Record DNA No notice or reschedule prior to appointment start Use flow chart The tangata whaiora/consumer did not participate in a pre-arranged meeting, appointment, programme or activity. The purpose of recording DNA (did not attend) in PRIMHD is to monitor the quality of engagement with the service user: it is not driven by productivity requirements. It forms part of the record of significant events in a service user’s journey. The number of DNAs reported to PRIMHD is an important national indicator. The exact time associated with DNAs may be more significant at the local/service user level. Local initiatives and protocols should be implemented to help reduce overall DNA rates and cancellations for family-only appointments, specifically in Child & Adolescent Mental Health Services (CAMHS) and cultural services. Use the flow chart. Do not record travel time associated with DNA for PRIMHD: report or record travel time locally only, if required. Report the scheduled appointment duration when reporting T35 activity. If a service user calls at any stage prior to the appointment start time to say they cannot attend – establish local protocols to reschedule or cancel (not DNA) and ensure visibility of the process. For a family-only meeting when the family do not turn up: cancel or reschedule. If a service user turns up late to a scheduled appointment but within the appointment time. If an appointment is cancelled because the staff member cannot attend: cancel or reschedule. If a service user telephones within the appointment time and has a clinically significant conversation: record the telephone activity as T42, or as appropriate. If no notice was given, or no request for reschedule was received, prior to the appointment start time. If the service user calls after the booked appointment start time and they cannot or will not be attending. If there is no prior contact by telephone and the service user either comes in after the scheduled appointment end time or completes a consult over the telephone after the appointment end time: record DNA and also the actual activity that took place. If the service user does not attend and cannot be contacted by telephone and has made no contact prior to the appointment time. Figure 1: Did Not Attend Recording flow chart
guide-primhd-activity-collection-use-feb16-v2.docx