Respect:
We are committed to creating a positive and respectful environment, where all patients and staff can feel safe and valued. We expect the same from you. At the same time, we expect mutual respect from you towards all staff at the clinic. We have a zero-tolerance policy for disrespectful behaviour. Harassment of any kind, including but not limited to raising voice, making inappropriate remarks, uttering threats or profanity, will not be tolerated and may be considered grounds for termination of the physician-patient relationship and discharge from the clinic.
Your feedback matters to us; please share it via email, and we’ll promptly address your concerns. However, resorting to unkind reviews or mistreating our administrative staff may not always lead to the desired resolution.
Our Services:
While the building may offer services such as laboratory testing, diagnostic imaging, a pharmacy, a dental office, and physiotherapy, these services are not affiliated with our clinic. You are welcome to use these services for your convenience but are not required to do so. You may also seek similar services elsewhere as desired.
Our Approach to Health:
We have a strong focus on preventative care and promoting a healthy lifestyle. We recommend appropriate preventative screening tests and immunizations based on age and risk factors. We strive to provide evidence-based medicine. Unnecessary investigations may lead to incidental findings, requiring further unnecessary tests that may potentially be harmful to the patient’s wellbeing. It is important to consider appropriate use of healthcare resources where relevant. This approach to care is promoted by a campaign called Choosing Wisely. We encourage you to check out these patient resources: https://choosingwiselycanda.org/patientpamphlets.
Appointment Booking:
Appointments are available in-person or by telephone. You can book appointments through our online portal, by phone, or at the front desk. Please include the reason for your appointment (e.g., test result review, eye infection) when booking. This helps us allocate the appropriate time and reduces wait times. If your visit requires you to fill out a form, please email the form completed with your information and signature to the clinic prior to your appointment. For visits related to a rash, please email clear, high-resolution photos of the rash ahead of your appointment at [email protected].
Most appointments are 15 minutes long. We strive to stay on time while addressing all urgent concerns. If additional time is needed to address concerns, we may schedule a follow-up appointment. We require patients to arrive 10 minutes early for in-person appointments to allow time for registration, taking vitals, and collection of any preliminary samples. Arriving late may result in insufficient time for your visit, or you may need to be rescheduled. A missed appointment charge may apply if you arrive late. We reserve the right to rebook patients who are late for their appointments. It is fully at the physician’s discretion if you need to be rebooked or if a fee will apply.
Missed Appointments:
Our clinic has a strict cancellation and no-show policy. Unless in exceptional circumstances, cancellations require a minimum of 24-hour notice. For appointments that are not cancelled by 12 pm (noon) one (1) business day prior to your scheduled appointment (or by 12 pm on Saturday for appointments taking place the following Monday) will be subject to a fee of $50 for a 10-15-minute appointment and $100 for a 20–30-minute appointment. You are responsible and expected to pay any outstanding fees prior to booking your next appointment. Patients who have missed 4 appointments may be dismissed from the practice.
As a courtesy, the clinic sends out appointment reminders via email or SMS text for all scheduled appointments. If you do not receive an appointment reminder, you are still responsible for arriving on time for your scheduled appointment. A telephone or email appointment reminder is not guaranteed, nor does a lack of one signify a void in our appointment cancellation policy.
Outside Use:
We are a Family Health Organization (FHO) practice, and we discourage our patients from going to another walk-in clinic. Each time a doctor from a walk-in clinic provides you with medical service, our clinic is billed by the Ministry of Health. This system is in place to promote continuity of care for patients. We therefore advise that you seek care from your own family doctor as much as possible. If you have an URGENT matter that cannot wait until the next available appointment with your own doctor, you may visit our Urgent Care Clinic. For emergencies, please go to the Emergency Department.
Prescriptions:
If you are running low on a prescription, please have your pharmacy send a renewal request to the clinic by fax. Your doctor will review the request and return it to the pharmacy. If an appointment is needed, we will notify you. Please notify your pharmacy at least 2 weeks before running out of your medication. For prescriptions involving controlled substances (e.g., narcotics, benzodiazepines), an appointment is required before a refill can be issued due to safety and legal regulations.
E-mail Consent:
Please provide us with your e-mail address so that we can email you forms, requisitions, resources and occasionally test results (with your permission) through our patient portal. SIGNING THIS POLICY FORM IS CONSIDERED CONSENT TO UTILIZE EMAIL AS A FORM OF COMMNUICATION. Please know that despite reasonable efforts to protect the privacy and security of information communicated through virtual care platforms, it is not possible to completely secure the information.
Communication of Results:
You will not be contacted if your investigations are all within normal limits. However, you are welcome to schedule an appointment in 2-3 weeks following your investigations to review your results if you would like more information. In cases of abnormal results, our administrative staff will contact you to schedule an appointment with your doctor to discuss in more detail.
Past Medical Records:
Please DO NOT send us your previous medical records until you have spoken with your doctor. We may ask to obtain copies of your past medical records, especially if you have a significant past medical history. This can be done by completing a Medical Records Release Form. Please speak to our receptionists to fill out the form. Sometimes your past doctor(s) charge a fee to you for this service. You are responsible for paying this fee.
Uninsured Services:
Ontario Health Insurance Plan (OHIP) pays for most medical treatments and services. Some services are not funded under OHIP (i.e. sick notes, insurance forms, third party letters, etc.) and are charged directly to the Patient. The fees follow the guidelines set out by The College of Physicians and Surgeons of Ontario (CPSO) and the Ontario Medical Association (OMA). For a complete list of uninsured services and the associated fees, please speak to our receptionists.
Controlled Medications:
Certain medications can put your health at risk with long-term use. As a result, we rarely prescribe them due to their safety profile. These include narcotics/opioids (i.e. Percocet, Oxycocet, Oxycontin, Dilaudid, Morphine, Tylenol #3, etc.), benzodiazepines (i.e. Ativan, Valium, Clonazepam, Temazepam) or sleeping pills (i.e. zopiclone, zolpidem). These medications are appropriate in very few situations and come with a high risk of side effects, including dependence, addiction, and withdrawal. We only prescribe them medically indicated and necessary. We cannot guarantee that we will prescribe them even if you are already on these medications or if they have been prescribed by another doctor. If we do prescribe these medications, it is for appropriate short- term use only and we plan to help you wean off the medications with your co-operation. As a Patient, you will be required to sign an Opioid Contract with your provider first before we are able to prescribe you narcotic medications. There will also be regular random urine drug screens if you are being prescribed these controlled medications. Any breach of the contract may result in a
reduction or cessation of prescription of these medications.
