Zero Tolerance Policy for aggressive behaviour

We aim to create an inclusive and positive space in our office for our patients and staff. 

Aggressive behaviour or any form of verbal or physical abuse towards staff or others in this office will not be tolerated. 

Missed Appointments / Late Appointments

We require a 4-hour notice for missed appointments. Please call us to cancel if you will not be attending, or you will be charged a no-show fee. If you miss your appointment without letting us know in advance, a missed appointment fee will be charged.

We respect our patients’ time and therefore strive to run on time. Please refer to the following policy for late arrivals:

  • If a patient arrives less than 10 minutes late for an appointment:
    • The patient will still be seen. However, the visit will be cut short.
    • For example, if the patient expected to discuss a few different issues in that one visit, there may only be time to discuss one issue.
  • If a patient arrives 10 or more minutes late for an appointment:
    • Depending on the situation, the patient may not be seen and may have to reschedule the visit.

Those who are repeatedly late and/or have multiple missed appointments may no longer be able to be patients at our clinic.

Prescription Renewals

Renewing prescriptions by phone (or fax) involves a substantial amount of physician and administrative time and is not covered by OHIP. Most Family Physicians charge a fee for renewing prescriptions by phone or fax.

You may continue to request prescription renewals through your pharmacy or by calling the office, but the request must be made at least 7 business days in advance. Based on the prescription requested, we will decide if there is a need for a virtual or in-person appointment before the medication is refilled. If there isn’t a need for an appointment, the prescription will be sent to your pharmacy at no cost to you.

Prescription requests that are made with less than 7 business days’ notice or where a patient declines a visit, will be charged a fee of $20 for each prescription that is requested.

Did you know: Ontario regulations allow pharmacists to dispense 30 days of most (previously prescribed) medications, reducing the necessity of a walk-in clinic visit for prescription repeats and allowing time to make a follow-up appointment with your regular physician.

Email Communication

We use email communication for appointment reminders, instructions for upcoming tests/exams, requisitions etc.   In certain clinical situations, and only when instructed by clinical staff, email communication may be used to share non-sensitive health information (ex. Image of a rash in a non-sensitive area).

Patients are advised to NOT email us about any health concerns unless they have been instructed specifically by staff to do so. Our office Email is not checked routinely. Please call the office or use our online booking platform to make an appointment.

Please refer to our Email consent form for more details.

New Patients

We are not accepting any new patients at this time.

Uninsured Services

While OHIP covers the costs for most of your medical needs, there are many services which are not covered, such as:

  • prescription renewals without a visit
  • sick notes
  • referrals for physiotherapy, massage therapy, chiropractic, etc.
  • insurance or disability forms

We charge for uninsured services based on the Ontario Medical Association Guidelines. A detailed list is available through our office.