What is the recommended action to indicate a patient did not arrive (DNA) in Phreesia?

• A. Delete the appointment from the system
• B. Mark the appointment as canceled in the calendar
• C. Update appointment status to no-show in the EMR/Phreesia workflow
• D. Enter a note in the patient chart

Answer: (C)

Accurate attendance tracking and workflow updates ensure the visit is properly recorded and followed up. The recommended action is to update the appointment status to no-show in the EMR/Phreesia workflow. This classifies the event within the system as a did-not-arrive, which keeps the record intact and drives the appropriate downstream processes. It ensures the appointment remains part of the patient’s chart and scheduling history, supports accurate reporting, and can trigger follow-up steps such as rescheduling or outreach.

Deleting the appointment would erase historical data and violate the audit trail. Marking the appointment as canceled in the calendar conveys a different meaning and can distort scheduling metrics, since cancellations are typically used for different scenarios and reasons. Entering a note in the patient chart is helpful for context, but it does not update the system’s status or trigger the no-show workflow and analytics. Updating the status to no-show handles both record-keeping and operational follow-up in a consistent, actionable way.