DNA rates can have an impact on your daily, weekly or monthly utilisation and can really add up to decrease your overall revenue
These metrics provide more in-depth insight into the DNA rate in your practice so you can measure the impact of any DNA management processes that have been implemented to assist in reducing the number of DNAs in the practice.
This metric can be found under:
Clinic Insights > Past clinic metrics > Diaries > Did not attend rate
The figure on top represents the DNA percentage for the selected time period for all appointment booking methods, while the figure beneath represents the percentage of your DNA rate that came from an online booking source.
TOP TIP! This metric can also highlight those patients who have had several DNAs that might, depending on your DNA policy, preclude them from being able to make a future booking or are required to attend the clinic as a 'Walk-In' or 'Fit-in' patient.
The sections included in this article relating to DNA rate are:
- Check out our blog post 'Five ways to reduce your DNA rate'
- DNA rate by Practitioner
- Did not attend rate
- Did not attend rate - online bookings
- DNA rate by appointment date
- DNA rate by appointment type
- Patients with DNAs
DNA rate by Practitioner
This figure represents the proportion of appointments in the selected time period where the patient did not attend by Practitioner. You can download the data in this graph using the download arrow on the right-hand side of the metric.
TOP TIP! Which Practitioners have the highest number of DNA patients? You can focus your reception team time on confirming these Practitioner's patients to help reduce their overall DNA rate.
Did not attend rate
This figure represents the proportion of appointments in the selected period where the patient did not attend.
The top figure shows the the DNA percentage for the selected time period for all appointment booking methods.
The second figure shows the total number of appointments explicitly marked as a DNA.
The last figure shows the total number of appointments over the selected time period. The total appointments counts any appointment that your PMS indicates is completed, in the process of being completed, or a DNA.
TOP TOP! Use the Select Role filter to see these metrics for certain role appointment books only, such as your doctors.
Did not attend rate - online bookings
This figure represents the proportion of appointments in the selected period where the patient did not attend and had booked online.
The top figure shows the the DNA percentage for the selected time period for all your online booking methods.
The second figure shows the total number of appointments explicitly marked as a DNA.
The last figure shows the total number of appointments over the selected time period. The total appointments counts any appointment that your PMS indicates is completed, in the process of being completed, or a DNA
This metric allows you to compare if you have a high amount of DNAs from your online bookings, allowing you to look at ways to improve the confirming of appointments from these sources.
TOP TIP! If you think your DNA rate is low, you may feel that you do not need to act on this. However, it is worth considering what this % actually represents in terms of patient numbers and potential lost billings.
DNA rate by appointment type
This graph represents the proportion of appointments in the selected time period where the patient did not attend, grouped by appointment type.
It allows you to understand if there are certain appointment types where patients have a higher tendency to not turn up for, more so than for other appointment types.
TOP TIP! Use the filter Exclude Covid-19 vax appts to update the metrics to exclude any DNAs for Covid-19 appointment types (as you have set up in Cubiko Settings).
DNA rate by appointment date
This trend graph shows the proportion of appointments in the selected time period where the patient did not attend. The blue line shows the overall DNA rate % and the green line shows how this compares to your online booking DNA rate.
You can use the 'Group by' filter on the graph to see this on a daily, weekly or monthly basis. The data in this graph can also be downloaded using the download arrow.
TOP TIP! Use this chart to help identify trends, is there a particular week or month that has more DNA appointments? What could be behind these trends?
Patients with DNAs
This table lists the details of all the patients that have had DNAs in the selected time period. This table also shows the next booking for each patient so that your reception staff can confirm appointments with patients who regularly DNA.
Use the drop-down filters on the metric to specify the minimum DNA rate and the minimum number of DNAs to filter this patient list further.
TOP TIP! Sort your list by the column 'Next appt date' using the drop-down sorting option, to see your list in order of patients with an upcoming appointment first. Your reception team can use this to advise these patients of your practice's DNA policy and/or double-book these appointments to try and reduce the chances of the patient not attending in the future.