Office Policies

We are committed to providing a safe, secure and respectful environment for all staff and patients. Aggressive behaviour and any form of verbal or physical abuse towards staff or others in our office will not be tolerated. This includes any inappropriate or abusive communications via email or telephone.

Any such harrassment and/or abusive behaviour is grounds for immediate dismissal from our medical practice.

Each of our clinicians offers limited same-day appointments for your urgent medical needs. Please call our office so our team can triage your concerns and direct you to the most appropriate service including same-day schedule, on-call clinic and the Emergency Department.

When your clinician prescribes a medication, there is usually a need for reassessment before it is renewed. Please ensure you have completed the recommended follow-up appointments and tests (ie blood work or imaging) as recommended by your provider before you ask your pharmacy to request a renewal. Your doctor may not be able to safely renew your medication until such follow-up is complete.

Please allow up to 7 days for your doctor to complete your renewal request.

It is your responsibility to ensure you request renewals with adequate time for processing. To request a renewal, contact your pharmacy directly.

Appointments can be booked by calling our office at 519-743-1011, or through the Online Booking Portal. Do not email appointment booking requests.

Each appointment is designed to comprehensively address 1-2 health concerns. Your doctor may recommend booking additional visits to best address your health concerns.

We are working hard to provide the care you need, including clearing care backlogs that have resulted from the pandemic. Please be patient as we work to help you.

We respect your time and are working hard to keep our clinics running on time. Please arrive at least 5-10 minutes early for your scheduled appointment time to check-in.

If you need to cancel your appointment, please call to inform our staff as soon as possible. If you cancel your appointment with less than 24 hours notice, or arrive more than 10 minutes late, it will be considered missed and you may be charged a missed appointment fee.

Email is not a substitute for a visit with your provider and is not meant for urgent issues or to replace calling the office.

Subject line should indicate the patient's full name and date of birth.

Appropriate uses of email:

• Sending in requested information prior to an appointment, such as a form or photo
• Responding to an email with information requested by your healthcare provider

Please do not use email to request appointments, send unsolicited health information, or request medical advice. Failure to comply will result in discontinuation of email privileges.

Conditions of using email:

• We cannot guarantee that any particular email will be read and responded to within any particular period of time.
• Emails about medical issues may be made part of your medical record and seen by staff with authorized access.
• Email communication is not an appropriate substitute for clinical assessments. You are responsible for following up on emails and for scheduling appointments when warranted.
• We are not responsible for information loss due to technical failure.

Risks of using email:

• The privacy and security of email communication cannot be guaranteed.
• Employers and online services may have a legal right to inspect and keep emails that pass through their system.
• Email is easier to falsify than handwritten or signed hard copies. In addition, it is impossible to verify the true identity of the sender, or to ensure that only the recipient can read the email once it has been sent.
• Emails can introduce viruses into a computer system, and potentially damage or disrupt the computer.
• Email can be forwarded, intercepted, circulated, stored or even changed without the knowledge or permission of the clinic or patient. Email senders can easily misaddress an email, resulting in it being sent to many unintended and unknown recipients.
• Email may be permanent. Even after the sender and recipient have deleted the email, back-up copies may exist.
• Email can be used as evidence in court.
• Choosing not to use encryption software increases the risk of privacy violation.

By using email to communicate with the clinic, you acknowledge the risks associated with its use and consent to the conditions outlined above.

If you renew your Ontario Health Card, please call the office with your updated Version Code and expiry date, or complete our Health Card Update Form. You must bring your valid Ontario Health Card to each visit. If your card is not valid, you may be charged for your visit.
If your name, address, phone number or email change, please call the office with your updated contact information, or complete our Contact Information Update Form.