Clinic policy
Conduct
We DO NOT tolerate rude and abusive behavior towards clinic staff, be it in person, via telephone conversation, or email. Individuals violating any of the above will immediately be denied service. This may result in your dismissal from the practice.
Appointment Bookings
Appointments can only be booked or changed via phone. If you are having a medical issue that needs attention, a phone call is the best way to communicate with us.
DO NOT send us emails to book, cancel, or reschedule appointments.
If you miss your virtual appointment and give us a call back within 15 minutes of your appointment window, you will be seen that day. Otherwise we will reschedule you.
***Please note, ALL virtual appointments are booked within a 1 hour time slot. You will receive a call sometime within that hour. There are days the providers may be running behind schedule, but you will receive a call.***
E-mail Reminders & Appointment Confirmation
If you have booked an appointment at least 24 hrs in advance, you will receive an e-mail reminder to confirm your appointment. These e-mails are designed only to inform you of your appointment as a courtesy and are sent from an address that does not accept responses.
Please check your e-mail inbox before the consultation. To complete the booking process, click the link in the e-mail to confirm your appointment.
Missed Appointments
Missed appointments and late cancellations are subject to a fee as recommended by Doctors of BC.
If you need to cancel an appointment, we require 24 hours notice, "No Show" appointments will be charged a $50 fee.
Missed wellness checks and pap smear appointments will be charged $75, as these are scheduled for 20-30 minutes.
Three "No Show" appointments will result in termination of care for the particular patient.
To cancel a cosmetic consult or treatment we require 24 hrs notice, and "No Show" appointments will be charged a $100 fee.
Missing appointments prevents us from taking care of our patients promptly and wastes an appointment spot which could have gone to another patient in need.
Prescription Refill
Please plan and book an appointment for your prescription refill BEFORE you are out of medication. If this is not possible, please still book an appointment as soon as possible. Then, please go to your regular pharmacy and inform them of when your appointment is. Most pharmacists will provide enough medication to last until your appointment.
All patients will now be expected to book an appointment to renew prescriptions. This is a new clinic policy to ensure the best care for our patients.
If you do not feel you can abide by this rule, we suggest finding another practitioner that aligns with your expectations.
Referral Process
Referrals will be sent to specialists within a week of your appointment. Please allow your provider adequate time to send the referral letter, as we receive a high volume of these requests.
Many specialists take multiple weeks to book patients. We follow up on all referrals three weeks after they are faxed and will inform you if an appointment has been booked. Please note, the specialist's office triages and books appointments accordingly.
We continue to follow up until an appointment has been booked, but this can take time depending on where you were referred.
***Please note all referrals require an appointment with your provider.***
Office Visits
Patients with chronic issues (high blood pressure, diabetes, cholesterol, long term pain problems or diseases, etc) must come into the clinic at least once every six months for an IN PERSON consult so that we can provide adequate care for the ongoing concern and update any labs and exams needed. If your provider requests an office visit and you refuse to abide, you are subject to dismissal and you will no longer be booked for telehealth visits until the office visit is fulfilled.
Seeing a Walk-In Doctor
We understand that sometimes it is necessary to see a walk-in provider when there are no appointments available and it is an urgent need. However, please call us first and explain how the situation may be emergent. Often, we will accommodate for this and fit you into our schedule.
The reason why we suggest booking with us first is that it becomes difficult to provide good patient care when tests/exams/referrals/medications are ordered by another provider; we have no access to these records. Therefore, we may repeat certain tests or exams that you have already completed. We encourage you to see your provider for any urgent and chronic medical concerns.
Preventive Health Guidelines
Please note you are required to wear a MASK in the clinic if you are experiencing any upper respiratory symptoms (cough, congestion, fever, etc).
