Download Reasonable offer • • • • • • • Unavailability • • • • • Could Not Attend

Reasonable offer
• Reasonable offer is a package of up to two
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appointment or admission dates
Second date should be offered unless first
date offered is accepted
Patient is entitled to at least 7 days notice of
appointment or admission
Appointments with less than 7 days notice
can be offered, however if not accepted, up
to two dates, with at least 7 days notice are
still required to be given
If two dates with at least 7 days notice are
refused, follow agreed local procedure
Waiting time clock is reset to zero when the
second appointment is refused
Exceptions to reasonable offer
ο Urgent appointments
ο Infrequent services (services provided
every 4 weeks or less frequently)
Could Not Attend
Did Not Attend
Applies when a patient accepts a reasonable
offer of appointment or admission and then
subsequently notifies the hospital that they
cannot attend
Applies when a patient accepts a reasonable
offer of appointment or admission but does not
attend on the agreed date and time
First and Second Could Not Attend (CNA)
• Waiting time is set to zero on the date the
appointment or admission is cancelled
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Record details on local system
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Patient should be made another
‘reasonable offer’
Third Could Not Attend (CNA)
• If patient has a third CNA, seek advice
on action to take from the healthcare
professional to whom the patient was
referred
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Record date of CNA and reason for
removal from list according to local
procedure
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Referrer and patient should be
informed that the patient is being
removed from the waiting list and why
Unavailability
May be due to medical or social reasons
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Patients who become unavailable for
treatment when they are on the waiting
list will have all periods of unavailability
subtracted from their waiting time
Patients should not be added to the
waiting list if unable to accept an available
appointment or admission date
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Patients who are recorded as unavailable
should be reviewed within 13 weeks if no
end date to their availability is known
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Waiting time clock should be restarted from
the date the patient becomes available to
accept an appointment or admission date
If verified by telephone, confirm in writing
with patient
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Send copy letter to referrer (e.g. GP)
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Two options - return to care of referrer or
offer another appointment
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Return to referrer:
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Patient may be re-referred. If a
further referral is received and a new
appointment offered, waiting time
starts from zero
Offer another appointment or admission
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Waiting time is set to zero on the
date on which the patient made
contact to cancel their appointment
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Make another ‘reasonable offer’ of
appointment
Record Did Not Attend (DNA) details
Verify DNA with the patient by letter or
telephone
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Two options - return to care of referrer
(e.g. GP) or offer another appointment
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Seek advice from the healthcare
professional to whom the patient was
referred
Return to referrer
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Remove the patient from the waiting list
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Refer back to the original referrer.
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Both patient and GP should be informed
in writing of removal from waiting list
and why
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Patient may be re-referred. If a
further referral is received and a
new appointment offered, waiting
time starts from zero
Offer another appointment or admission:
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Waiting time is set to zero from the
date of the original appointment where
patient DNA
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Make another ‘reasonable offer’ of
appointment
If you want to find out more about New Ways
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Go to the website www.newways.scot.nhs.uk
E-mail [email protected]