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ADHD Plus > Booking, Cancellations and Non-attendance (DNA) Policy

Booking, Cancellations and Non-attendance (DNA) Policy

Appointments Policy

1 Purpose and Scope

This policy sets out the arrangements governing patient appointments at ADHD-Plus (formerly Psychiatry UK). It aims to ensure the efficient administration of bookings, protect service continuity, prioritise clinical need, and minimise disruption to care.

2 Booking, Cancellation, and Rescheduling

2.1 Booking Methods
Appointments may be arranged in the following ways:

  1. By the patient using the self-booking system;
  2. At the request of a clinician; or
  3. With assistance from administrative staff.

Patients provided with a self-booking link must select from the available appointments listed under designated consultants. If no booking is made within 21 days of receiving the link, the patient will be discharged back to their GP or referring clinician. Automated reminders will be issued at three-day intervals to prompt booking where applicable.

2.2 Cancellations
Cancellations must be processed via the ADHD-Plus platform (or, for self-funded patients, via web chat or by telephoning 0330 124 1980, Mon–Fri: 8:00–18:00).

  1. A patient may cancel the same type of appointment on a maximum of two occasions; a third cancellation will be treated as non-attendance.
  2. Cancellations made within 48 hours of the appointment will be recorded as both a cancellation and a Did Not Attend (DNA).
  3. Cancellations within 24 hours are not permitted; failure to attend will be recorded as a DNA.
  4. Where a clinician cancels, a new booking link will be issued without affecting the patient’s cancellation record.

Self-Funded Patient Refunds

  1. Seven or more days’ notice: full refund.
  2. Between two and seven days: 50% refund.
  3. Less than 48 hours: full fee payable.

2.3 Rescheduling
Patients may reschedule a particular appointment type twice within a single episode of care. For NHS-funded patients, rescheduling must be actioned via the ADHD-Plus platform, after which a new booking link will be issued. Self-funded patients must contact the service by telephone or web chat. Appointments due to take place within 48 hours cannot be cancelled or rescheduled and will be treated as a DNA.

3 Non-Attendance (DNA)

A DNA will be recorded where:

  1. A patient gives less than 48 hours’ notice that they cannot attend (including illness or emergencies);
  2. A patient fails to present valid photographic ID at the appointment or has not supplied it in advance;
  3. The location is unsuitable for confidential discussion; or
  4. Technical issues on the patient’s side prevent the appointment from proceeding.

NHS-Funded Patients

  1. First DNA: GP/referrer informed and a new appointment arranged.
  2. Second DNA within an episode of care: GP/referrer informed of discharge from service.

Clinician DNA
If a clinician fails to attend or experiences technical issues, the appointment will be rescheduled without detriment to the patient.

Self-Funded Patients
Missed appointments will result in rebooking and a new fee being charged, unless the DNA is on the clinician’s side, in which case no fee is applied.

4 Waiting List Management and Prioritisation

Where demand exceeds capacity, patients will be placed on a waiting list. Priority is determined by:

  1. Clinical urgency;
  2. Risk assessment outcomes;
  3. Date of referral; and
  4. Completion date of the pre-assessment checklist.

5 Pre-Appointment Requirements

Before an appointment can be booked or confirmed, patients may be required to:

  1. Submit risk assessments, proof of identification, proof of address, and other pre-assessment documentation;
  2. Complete a pre-assessment checklist; and
  3. Update their patient profile on the platform.

6 Appointment Preparation

6.1 Identification
Valid photographic ID must be presented at the first appointment to confirm identity.

6.2 Technology

  1. Appointments are conducted via Microsoft Teams;
  2. Patients using laptops or desktops may join via a web browser;
  3. Patients using mobiles or tablets must download the MS Teams app;
  4. Technical assistance is available via web chat, IT support ticket, or by telephoning 0330 124 1980 (Mon–Fri: 8:00–18:00).

7 Appointment Review and Status

  1. All appointment requests and pre-appointment information will be reviewed by a clinician, generally within 48 hours.
  2. Appointments remain provisional until reviewed and are categorised as accepted, declined, or cancelled.
  3. Declined appointments, whether due to conflict of interest, clinical suitability, or other exceptional reasons, will prompt the issue of a new booking link for an alternative clinician.

8 Notifications

Patients will receive:

  1. Email and SMS links for booking once pre-assessment steps are complete or they reach the top of the waiting list;
  2. Reminders if no booking is made after three days;
  3. Notifications for pending, accepted, declined, or cancelled appointments;
  4. Confirmation notices by email and SMS once the appointment is confirmed;
  5. Reminders 96 hours and 24 hours prior to the appointment, including instructions and policy details.

9 Prescribing Medicines

  1. All appointment activity is documented in ADHD-Plus’s electronic care records.
  2. Reasonable adjustments are available to accommodate accessibility or communication needs.
  3. Contract-funded patients may be subject to contract-specific arrangements.