First reported 23 Jul 2013•Latest report 1 Oct 2025
Definition
What this concern includes
Includes failures of a patient follow-up or contact process involving non-compliance, non-contact, disengagement or loss to follow-up, including failures to initiate further contact, escalate concerns or maintain continuity across services.
Not included
Excludes routine delays in follow-up where patient disengagement or non-contact is not material to the concern.
Excludes failures concerning a specific diagnostic, treatment or appointment process unless the report identifies loss of patient follow-up as the shared unsafe condition.
Excludes generic staffing, training, documentation or governance deficiencies not explicitly tied to maintaining follow-up of disengaged patients.
Reports
23
Distinct published reports
Individual concerns
23
A report can raise multiple concerns
Date range
2013–2025
First to latest report issue date
Stated actions
29
Described in published responses
Reports over time
Reports over time
Reports about this concern issued each year.
* 2026 is projected from reports observed to 7 Sep 2026.
Most frequent recipients
Most frequent recipients
Reports about this concern sent to each recipient.
NHS England3
Care Quality Commission2
Essex Partnership University NHS Foundation Trust2
Midlands Partnership University NHS Foundation Trust2
Avenue House Nursing and Care Home1
Bexley Medical Group1
Bury Borough Council1
CAMHS East – Cross Street Clinic1
Care UK1
City Health Care Partnership CIC1
Community Mental Health Recovery Services (Surrey and Borders Partnership)1
CRG Medical Services1
Digital Health and Care Wales1
Droylsden Road Family Practice1
Gloucestershire Health and Care NHS Foundation Trust1
NHS trust14
Healthcare site9
Executive non-departmental public body3
Health and social care service regulator2
Community interest company1
Devolved government1
English county council1
English metropolitan district council1
English unitary authority1
Health and care professional regulator1
Health-system partnership1
Independent healthcare provider1
Multi-service care provider1
Nursing home1
Prison or young offender institution1
Concerns and responses across reports
Only concerns grouped under this recurring concern are included. Select any concern, action or position to view the source wording.
Gloucestershire
Concerns raised1
Failure to follow up patients after missed mental health appointments
This report raised 1 other concern. They are not shown here because they do not form part of this recurring concern.
Responses linked to these concerns
Each statement is shown once, even when linked to more than one concern.
No linked response statements
No respondent-stated action or position is linked to these concerns in the published data.
Staffordshire South
Concerns raised1
Failure to visit and re-engage people who do not respond to appointment contacts
This report raised 2 other concerns. They are not shown here because they do not form part of this recurring concern.
Responses linked to these concerns
Each statement is shown once, even when linked to more than one concern.
No linked response statements
No respondent-stated action or position is linked to these concerns in the published data.
Staffordshire South
Concerns raised1
Failure to provide proactive follow-up after a declined appointment
This report raised 3 other concerns. They are not shown here because they do not form part of this recurring concern.
Responses linked to these concerns
Each statement is shown once, even when linked to more than one concern.
No linked response statements
No respondent-stated action or position is linked to these concerns in the published data.
Nottinghamshire
Concerns raised1
Failure to contact and follow up patients who DNA appointments
This report raised 7 other concerns. They are not shown here because they do not form part of this recurring concern.
Responses linked to these concerns
Each statement is shown once, even when linked to more than one concern.
Actions described in response An action is something a respondent says it has done, is doing, or plans to do in response to the concern raised.3
Action
Relaunch and standardize the Trust-wide DNA process, including same-day clinician review, documented actions, safeguarding escalation, and GP notification on discharge.
Stated by Sherwood Forest Hospitals NHS Foundation TrustStated completedThe respondent said that this action was complete when they made their response on 12 February 2017.
Action
Conduct regular audits of the DNA process to verify adherence.
Stated by Sherwood Forest Hospitals NHS Foundation TrustStated completedThe respondent said that this action was complete when they made their response on 12 February 2017.
Action
Pilot scanning DNA reconciliation slips into Medway to create a permanent record of requested actions.
Stated by Sherwood Forest Hospitals NHS Foundation TrustStated plannedThe respondent said that this action was planned when they made their response on 12 February 2017.
Respondent positions A position is what a respondent says about the concern when they do not describe a specific action.1
Position
An earlier vascular appointment could not be provided because clinic capacity was limited during the relevant period.
Stated by Sherwood Forest Hospitals NHS Foundation TrustUnable to actThe respondent said that a constraint prevented them from taking the relevant action.
City of London
Concerns raised1
Insufficient contact with a patient who is non-compliant with follow-up
Responses linked to these concerns
Each statement is shown once, even when linked to more than one concern.
Actions described in response An action is something a respondent says it has done, is doing, or plans to do in response to the concern raised.4
Action
Strengthen team leadership and oversight of follow-up and multidisciplinary decision-making for service users with complex needs.
Stated by Hertfordshire Partnership University NHS Foundation TrustStated completedThe respondent said that this action was complete when they made their response on 19 August 2016.
Action
Record clear actions, deadlines and responsible leads from multidisciplinary meetings in meeting notes and electronic service-user records.
Stated by Hertfordshire Partnership University NHS Foundation TrustStated completedThe respondent said that this action was complete when they made their response on 19 August 2016.
Action
Review care-coordinator caseloads to identify further actions required.
Stated by Hertfordshire Partnership University NHS Foundation TrustStated in progressThe respondent said that this action was in progress when they made their response on 19 August 2016.
Action
Pilot a clinical zoning tool in two community teams to identify high-risk service users requiring increased monitoring and intervention.
Stated by Hertfordshire Partnership University NHS Foundation TrustStated in progressThe respondent said that this action was in progress when they made their response on 19 August 2016.
Inner North London
Concerns raised1
Failure to follow up non-attendance at the second reception screen
This report raised 8 other concerns. They are not shown here because they do not form part of this recurring concern.
Responses linked to these concerns
Each statement is shown once, even when linked to more than one concern.
Respondent positions A position is what a respondent says about the concern when they do not describe a specific action.1
Position
Nurses cannot chase prisoners who miss appointments during clinics because workload makes this impractical and inefficient.
Stated by Care UKUnable to actThe respondent said that a constraint prevented them from taking the relevant action.
Leicester City and South Leicestershire
Concerns raised1
Failure to respond to non-attendance with clinical risk consideration
This report raised 7 other concerns. They are not shown here because they do not form part of this recurring concern.
Responses linked to these concerns
Each statement is shown once, even when linked to more than one concern.
Actions described in response An action is something a respondent says it has done, is doing, or plans to do in response to the concern raised.7
Action
Remind community mental health staff to follow the Did Not Attend policy for missed appointments.
Stated by Leicestershire Partnership NHS TrustStated completedThe respondent said that this action was complete when they made their response on 26 October 2015.
Action
Conduct regular spot checks of compliance with the Did Not Attend policy.
Stated by Leicestershire Partnership NHS TrustStated plannedThe respondent said that this action was planned when they made their response on 26 October 2015.
Action
Review the Did Not Attend policy and introduce a flow chart for responding to missed appointments.
Stated by Leicestershire Partnership NHS TrustStated in progressThe respondent said that this action was in progress when they made their response on 26 October 2015.
Action
Circulate an interim missed-appointment flow chart to community mental health teams.
Stated by Leicestershire Partnership NHS TrustStated completedThe respondent said that this action was complete when they made their response on 26 October 2015.
Action
Contact new patients and recent non-attenders with appointment reminders, and alert clinicians to missed appointments for risk assessment.
Stated by Leicestershire Partnership NHS TrustStated completedThe respondent said that this action was complete when they made their response on 26 October 2015.
Action
Monitor open patient contacts weekly and refer them to medical staff for clinical decisions.
Stated by Leicestershire Partnership NHS TrustStated in progressThe respondent said that this action was in progress when they made their response on 26 October 2015.
Action
Audit compliance with the Did Not Attend policy during quarter two of 2016/17.
Stated by Leicestershire Partnership NHS TrustStated plannedThe respondent said that this action was planned when they made their response on 26 October 2015.
Respondent positions A position is what a respondent says about the concern when they do not describe a specific action.1
Position
The concern about psychiatric follow-up falls to Leicestershire Partnership Trust, which will respond separately.
Stated by Leicester City CouncilRedirects responsibilityThe respondent said that another organisation was responsible for deciding or taking action.
Manchester West
Concerns raised1
Failure to contact patients after missed appointments
This report raised 2 other concerns. They are not shown here because they do not form part of this recurring concern.
Responses linked to these concerns
Each statement is shown once, even when linked to more than one concern.
Actions described in response An action is something a respondent says it has done, is doing, or plans to do in response to the concern raised.2
Action
Complete a review of systems, procedures, policies and protocols governing contact with patients who fail to attend appointments.
Stated by Priory Group Healthcare DivisionStated completedThe respondent said that this action was complete when they made their response on 9 October 2015.
Action
Require independent doctors to send final non-attendance letters to patients and relevant professionals, including medication, aftercare, crisis actions and future assistance options.
Stated by Priory Group Healthcare DivisionStated completedThe respondent said that this action was complete when they made their response on 9 October 2015.
Surrey
Concerns raised1
Failure to ensure appropriate follow-up letters to patients after non-contact
This report raised 1 other concern. They are not shown here because they do not form part of this recurring concern.
Responses linked to these concerns
Each statement is shown once, even when linked to more than one concern.
No linked response statements
No respondent-stated action or position is linked to these concerns in the published data.
Manchester North
Concerns raised1
Delays in follow-up and welfare checks after self-discharge following a life-threatening drugs overdose
This report raised 1 other concern. They are not shown here because they do not form part of this recurring concern.
Responses linked to these concerns
Each statement is shown once, even when linked to more than one concern.
No linked response statements
No respondent-stated action or position is linked to these concerns in the published data.
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Includes failures of a patient follow-up or contact process involving non-compliance, non-contact, disengagement or loss to follow-up, including failures to initiate further contact, escalate concerns or maintain continuity across services.
