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From 1 April 2018, the NHS prescription charge will increase by 20p from £8.60 to £8.80 for each quantity of a drug or appliance.  PCC charges remain the same.

Patients who fail to cancel their appointment or do not turn up for their appointment has a detrimental affect on waiting times.  Please remember to let the staff know if you no longer need your appointment so that they can offer than time to another patient.

We are receiving a lot of inquiries to join our Practice from patients living out of our practice area. To save disappointment please use our postcode checker which is located in the New Patient section of our website, this will clearly tell you whether you reside within our area.  We do not take patients who are not in our area.  If you wish to ring the surgery to enquire then please ring after 10:00am.

Appointments can be booked up to three months in advance.  Please be aware if you book on the day then we cannot guarantee that you can see the GP/Nurse of your choice.   

Appointments can be booked by telephone (calls may be recorded), on-line or face to face.  If you cannot attend your appointment then please let us know.  Appointment text reminders are being used for those patients who provide a mobile number.  If you do not wish to receive these reminders then please inform us. 

We would like to welcome our new Practice Nurse Claire May to the team, she joined us on Monday 23rd July having recently moved to the area.  She will be working at both the main and branch surgery offering appointments throughout the week.  We are happy to announce that Nurse Celia will continue to work at Quay Lane Surgery as our Chronic Disease Nurse - she will be offering appointments to our patients with Diabetes and COPD.

Remove labelling prior to disposal of empty medicine bottles/boxes

Identity theft can have serious and lasting consequences for victims, so it is important for individuals to take proper steps to protect themselves wherever possible. By managing your personal information carefully and understanding its importance, you can reduce the likelihood of it impacting you.

  • Remove all personal and surgery labelling from medicines packets and bottles prior to disposal
  • Shred or destroy your personal information
  • Help the environment by recycling your bottles and cardboard packets

Did Not Attend (DNA)

What is a DNA?Did not attend

This is an appointment that a patient has booked either in advance or on the day but not attended or cancelled.

If you’ve been into Quay Lane Surgery recently, you may have noticed the white-board behind the receptionist’s desk. This shows the number of minutes of appointment time lost during the month when patients have failed to turn up or cancel their appointment. The Quay Lane Surgery Patient Participation Group have actively been highlighting this issue in their newsletters.

Monthly DNA data:


October 2018

There were 109 DNA’s

32 missed GP appointments = 5 hrs 20 mins  

77 missed Nursing appointments = 12 hrs 50 mins


Yearly Data for 2017

1,094 appointments not attended

182 hrs and 20 mins of clinical time

This is the equivalent of 30 full days of GP appointments or 22 full days of nurse appointments lost!

By sharing its DNA data with you the practice is aiming to show just how much time is being lost through missed appointments. In a recent search of our systems we found that in one week alone 39 appointments were lost because patients did not turn up for their appointment. This amounts to 6 hours of wasted time that could have been offered to other patients. As there is a very high demand on the appointment slots that we have available this is a very serious waste of our resources which ultimately affects you as a patient. Those 39 slots in that week could have been given to 39 other patients.

The vast majority of our patients attend their appointments or let us know if they cannot attend or no longer need them. We really appreciate this as it means we can free those appointments up to be used by other patients. However, a small but significant number of patients miss their appointments without cancelling them. This means the doctor or nurse is waiting for the patient to arrive, when they could have been seeing another patient. All DNA’s are documented on patient records and patients may be asked to explain to the GP/Nurse/Practice why they failed to cancel their unwanted appointment when they next attend.

What can we do to help?

  • We offer an appointment text reminder service (let us know your mobile number using the link below)
  • We write appointments down for patients who attend in person
  • We read the appointment back for those made over the telephone

What can you do to help?

Everyone can help! One of the most important ways you can help is by making sure you cancel your appointment if it is no longer needed.

Your appointment can then be given to someone else.

The Practice Manager says: "The fact that some patients make appointments and then don't attend is a constant concern. A person who does not attend is blocking appointments for other patients, which is having a detrimental effect on waiting times. While there can be many reasons for patients failing to attend appointments including feeling better, transportation problems or being unable to get through to the surgery to cancel, the most common reason is that they simply forget. The receptionists often have difficult conversations with disgruntled patients who can’t get an appointment of their choice. We want to encourage patients to cancel their unwanted appointments in a timely manner so that we can offer that appointment to another patient

We therefore ask that if you cannot attend please contact us by telephone anytime from 8.30am to 6pm Monday to Friday. If you booked your appointment on-line then you can also cancel it on-line or by letting us know. Please let us know if you can’t attend within 24 hours of your appointment so that we can offer it to someone else.

When you make an appointment please set yourself a little reminder so you are less likely to forget. Help us to help you remember the next time you require an appointment you may get one of those cancelled slots! Thank you.

You can register to receive information by text message on your phone regarding appointments and health care. 

If you wish to register for this messaging service please fill out the consent form.

Relevant links:



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