Failed to Engage (FTE), Did Not Attend (DNA) & Was Not Brought (WNB) Policy

Primary Eyecare Services Failed to Engage (FTE), Did Not Attend (DNA) and Was Not Brought (WNB) 

Please see Managing FTE/DNA/WNB for support on process of closing episodes.

Failed to Engage (FTE)

When a patient is transferred to the care of the Optical Practice and you are unable to make contact to arrange their appointment the Failed to Engage (FTE) policy should be followed:

Patient episodes should be closed for FTE in the following timescales to allow patients time to respond to messages and letters sent:

Did Not Attend (DNA)

When a patient did not attend a booked appointment the Did Not Attend (DNA) policy should be followed as below:

Patient episodes should be closed for DNA in the following timescales to allow patients time to respond to letters sent:

Was Not Brought (WNB)

Many children and adults are reliant on someone else to take them to meetings or appointments that relate to their welfare, care or health and as a result they are sometimes not taken to them. There may be many reasons as to why someone doesn’t attend an appointment, however if a child or adult is reliant on someone else to make, rearrange or take them to appointments or meetings, recording or noting “Was Not Brought” is a more accurate representation of the situation.

If a child or vulnerable adult fails to engage or does not attend a service the relevant protocols should be followed regarding telephone calls and letters however these patients should be logged as Was Not Brought (WNB) – this will give the opportunity to log additional information that will be reported to the referring organisation (if appropriate) and the patients GP.