Clinic Policies

Booking Appointments:
Appointment bookings can be made either via Pomelo Health portal or by callings our offices. Regular appointments are scheduled for 10 minutes to address 1-2 concerns. If you have multiple concerns, please book or notify our secretaries accordingly. If you have concerns regarding mental health, please book as mental health appointment, which are scheduled for 20 minutes. This ensures that your family physician can appropriately address your concern in a safe and comprehensive manner.

Same Day Services:
Each of our physicians offers same day appointments for your semi-urgent health care needs. Please call our office for same day appointments. If you have an urgent/emergent health problem outside of our office hours please visit the emergency department.

Cancellation and Late Arrival for Appointments:
If you need to cancel your appointment, please call the office or cancel the appointment via Pomelo Health portal. By cancelling in advance, it gives us the opportunity to offer your appointment to another patient in need. If you miss your appointment without providing 24 hours notice, you will be charged a missed appointment fee. If you arrive more than 10 minutes late for your appointment, your appointment will be considered missed, and you will be asked to reschedule for another date. We work hard to keep our clinic running on time, and we appreciate when you arrive early for your appointments. 

Test Results:
Your family physician will review all your test results that they order (eg: blood work, x-rays, etc.), and you will be called for a follow-up appointment to review your results if your physician deems necessary. You may also book your own follow-up appointments to review and discuss any test result. Please do not call the office asking for your results, as our receptionists are not trained to give test results over the phone.

Forms:
Forms may require a discussion with your family physician prior to being completed. Unless told otherwise, please do not drop off any forms at the office for your family physician to complete. You must make an appointment to review your forms with a physician or nurse. Completion of many government and insurance forms is a service not covered by OHIP, and you may be billed an appropriate fee for form completion. In general, forms will take 2-4 weeks to complete. 

Uninsured Services:
OHIP does not pay for many of the services that you may request from your family physician, such as insurance forms, sick notes, physiotherapy/massage/orthotics notes, and doctor’s letters. As a result, our office does charge fees for these uninsured services. A list of uninsured services and fees is available on our website. Our fees for uninsured services are based on the provincial guidelines established by the Ontario Medical Association.

Harassment:
There will be a ZERO tolerance policy for any form of harassment and/or abusive behaviour towards patients, receptionists, administrators, nurses, medical office assistants, physicians, and any other personnel at our clinic. This includes verbal, physical, and sexual harassment and any inappropriate or abusive communications via messages or telephone. Any such harassment and/or abusive behaviour is grounds for immediate dismissal of the patient from the medical practice.