# Appointments summary report

## Why this matters

This is the report to use for DNA (Did Not Attend) rates. It turns the statuses set on individual
appointments into attendance figures, department workloads and per-user activity. Those are the
numbers a service needs for capacity planning and clinical audit, and to show what reminders are
doing to non-attendance.

How to record attendance in the first place is covered in
[Attendance and DNA](/docs/appointments/attendance-and-dna/).

## Before you start

- Set attendance statuses on appointments. An appointment with no status appears as **No Status**.
- The department summary appears only if the account has
  [departments](/docs/setting-up/departments/).

## Options

| Option | Choices |
|---|---|
| Formats | View, CSV, PDF |
| Dates | **From:** and **To:** |
| Filters | **Users**, **Types**, **Rooms**, **Departments**, **Confirmed**, **Attendance** |
{.table}

See [Running Reports](/docs/reporting/running-reports/) for the steps.

## What it contains

The report reads from the top down, from account-wide totals to per-client detail.

### Charts

| Chart | Breakdown |
|-------|-----------|
| Attendance | **No Status**, **Completed**, **Contacted**, **DNA** and **Contact Failed** |
| Confirmation | Appointments by confirmation status |
| Appointment Count | **New Clients** against **Repeat Clients** |
{.table}

The attendance chart uses reporting names: **Completed** is Finished and **Contacted** is Was
Contacted. Appointments still marked **Is Waiting** or **Is Active** are left out of the chart.

### Department Summary

Shown only if the account has departments. There is one row per department, limited by the
**Departments** filter.

| Column | Meaning |
|--------|---------|
| New Appt | Appointments that were the client's first |
| Repeat Appt | All other appointments |
| Duration | Appointment time in minutes |
| Units / 5m | Appointment time in 5-minute units |
| DNA | Did Not Attend count |
| UTA | Unable To Attend count |
{.table}

### User Summary

One row per user.

| Column | Meaning |
|--------|---------|
| SP | **Y** if the user is a service provider (has **Can Take Appointments**) |
| #Created | Appointments the user created, for anyone |
| #Taken | Appointments the user was booked to see |
| #New | New appointments |
| #Repeat | Repeat appointments |
| DNA | Did Not Attend count |
| UTA | Unable To Attend count |
{.table}

### User Breakdown

One section per user, then a table of that user's clients with **Client**, **New Appt**, **Repeat
Appt**, **Duration**, **Units / 5m**, **DNA** and **UTA**. The total row for each user also gives
the DNA and UTA rates as percentages. A client row is highlighted in red if the client has a DNA.

This section is also available on its own as the
[User Appointment Report](/docs/reporting/user-appointment-report/).

### The CSV file

The CSV file has one row per user and client, with the columns **From**, **To**, **User**,
**Client**, **Total New**, **Total Repeat**, **Total Duration (minutes)**, **Total Units (5min)**,
**Total DNA** and **Total UTA**. It contains the User Breakdown figures, not the charts or
summaries.

## How the figures are worked out

- **New and repeat.** An appointment is new if it falls on the date of the client's first
  appointment. Every other appointment is a repeat.
- **Units / 5m.** The duration divided into whole 5-minute units. An appointment shorter than
  5 minutes counts as 0 units.
- **DNA and UTA** come from each client's own attendance and confirmation status. A group
  appointment adds one DNA for each client in it who didn't attend. The same rule applies in every
  section, so the department, user and client totals agree.

## What to watch for

**The Department Summary is missing**
The account has no departments set up. The section only appears when departments exist.

**User totals add up to more than the account total**
An appointment with two service providers appears under both users, so adding up the User Summary
rows counts it twice.

**Counts are lower than the Appointments List shows for the same dates**
A filter is restricting the report, or your permissions are. The report header lists the filters
used. See [Running Reports](/docs/reporting/running-reports/).

**A department or user you expected is not listed**
The **Departments** and **Users** filters control which rows appear. Clear the filter or add the
missing entry to it.

## Related

- [User Appointment Report](/docs/reporting/user-appointment-report/)
- [Appointment Type Summary](/docs/reporting/appointment-type-summary/)
- [Attendance and DNA](/docs/appointments/attendance-and-dna/)
- [Running Reports](/docs/reporting/running-reports/)

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Source: https://diarybook.com/docs/reporting/appointments-summary-report/