SAFETY
No Verbal or Physical aggression (including but not limited to threats, intimidation, foul language, and yelling) will be tolerated in our clinic. This will result in your immediate dismissal from the clinic as a patient.
Bring and wear a mask to your office appointments if you are immunocompromised OR have any infectious symptoms (fever, cough, cold, diarrhea, vomiting, etc)
REFERRALS, TEST RESULTS, PRESCRIPTIONS
Follow up with the specialist referral or special testing centre (e.g cardiac testing, MRI) if you have not heard about an appointment by 6 weeks
Contact the clinic after this time if there is a problem with the referral
Follow up with our clinic if you haven’t heard about your test results within 4 weeks
Outside of an appointment with your clinician, test results can only be communicated by administrative staff with nurse practitioner or physician instructions and approval
Book appointments for prescription renewals 4 weeks before you run out
There will be a charge for prescription requests without a visit (see Uninsured Services document)
BOOKING and KEEPING APPOINTMENTS
Book your own appointments. You may only book an appointment for another patient if they are a dependent (non English speaking, hard of hearing, cognitively impaired, child, etc)..
Call (do not email) to book an appointment for time sensitive medical concerns. The following are your options:
Monday to Friday, 9am to 5pm (no walk ins) - Call our clinic 905-247-6605
Evenings and weekends- Call our After Hours Physician On Call 905-815-9177
All other times- Call 1-866-553-7205 to speak to a Telehealth nurse
Provide a reason for your visit to the admin staff so they can book appointments in a timely manner. Requests such as “need a referral” will not be prioritized whereas “my rash is worsening” will.
If you have multiple concerns to discuss you must tell the staff when booking or you will be asked to book another appointment to address other concerns not listed for the visit.
If your situation sounds like an emergency (threat to life or limb), you will be advised to go to the nearest emergency department or we will help you call 911.
If you refuse to go when advised by a nurse practitioner or physician, you are going against medical advice.
There will be a charge for no shows and cancellations within 24 hours (see Uninsured Services document) without reason
After 3 such no shows or last minute cancellations, you will be dismissed from practice
Cooperate with the receptionist when an office visit is advised
You must be located in Ontario for phone appointments
If you are more than 5 minutes late for your appointment, you may not be seen and will need to reschedule
OUTSIDE USE
Do not use walk in clinics for office, phone, virtual or home care for primary care
If you continue to use walk in clinics for primary care, without valid explanation you will be dismissed from the practice
PAYMENT for NON-OHIP/UNINSURED SERVICES
You agree to pay for administrative services that are not covered by OHIP such as physiotherapy and massage therapy notes for insurance purposes, forms, physicals for the employers/Ministry of Transportation, prescription renewals without appointment, chart transfers, etc
The completion of forms may take up to two weeks
You must book an appointment (not urgent) to discuss
You will pay for specific medical procedures that are not covered by OHIP such as cyst removals
Uninsured Services and costs are listed on the website
COMMUNICATION, PRIVACY
You authorize the clinic to use any contact information you provide (phone number, email address or mailing address) to reach you regarding appointment times or reminders, referrals, scheduled tests and other limited information.
You will keep your contact information current and to ensure that your Health Card Number is current and valid
Do not send multiple emails or call multiple times for the same issue unless it has take more than 2 days for the clinic to respond
Only Patient Messaging through Medley (Avaros EMR), which is encrypted, should be used to send personal health information and/or pictures
Your physician or nurse-practitioner might send referrals, information on non-urgent requests, test results, etc., through Avaros EMR as well.
You will not send private personal health information (including pictures) to an non-secure email account.
You will not video or audio record in the Clinic without permission as it may breach privacy of other patients in the clinic. Doing so will risk your dismissal as a patient.
You will read the “Consent to Use Virtual Care and AI-Powered Medical Documentation Tools” document and sign it after having your questions satisfactorily answered. If you do not sign it, you understand you will be blocked from using all Virtual Care and AI-Powered Medical Documentation Tools with your Provider.