(Last updated August 2017)
The purpose of this policy is to ensure all staff, clients, parents and colleagues are aware of the agencies cancellation and ‘did not attend’ (DNA) management policy.

The principle of this policy is to support the management of the agencies waiting list and ensure clients are seen in as timely manner as possible. Whilst it is acknowledged that there are many reasons for appointments to be cancelled along with DNAs, this can lead to unused appointment slots which is both an inefficient use of staff time and delays the counselling of other children and young people.

It is anticipated that this Policy will ensure clarity.

Cancelled and DNA’d appointments

1. Once a client has received their first offer of an appointment with Open Door they are able to:

a) Attend the appointment and continue to do so for up to six sessions.

b) Cancel the first appointment and defer to the same time and day the following week.

c) Cancel that appointment altogether and go back on the waiting list for a more suitable appointment time and day.

2. If a client:

a) does not attend
b) seeks to cancel their next appointment

they will be taken off our waiting list and will need a re-referral.

3. Once a client has attended Open Door for one or more sessions:

• they will only be able to cancel one session of counselling.

• if they cancel one session of counselling and seek to cancel a further session they will be discharged from the service and will need a further referral.

• If they DNA any appointment they will be discharged from the service and will need a further referral.