In an effort to provide more efficient and improved access to your doctor, we would like to remind you of some of our office procedures and policies. 

Tests Results and Reporting : As per the college of physicians and surgeons of Ontario (CPSO) It is the responsibility of the physician who orders the test to communicate results and recommendations directly to the patient. Copies sent to the family physician are for the chart record, although the family physician does review the results, they may communicate them to the patient if they are medically urgent and cannot wait. To save time please contact the ordering physician directly for results. 

Prescription Renewals: We do not accept telephone requests by the pharmacy or patient, renewals should be faxed to 416-229-6283 by your pharmacy. Renewals (at the request of the patient or pharmacy),without an office visit, are considered an ‘uninsured service' and are not covered by OHIP. There is a $30.00 fee for each faxed request, (*see ‘uninsured services') to avoid running out of your medication. Please allow 10 days to process your request 

Appointment Bookings: Please bring your health card with you to each visit, and ensure your health card is up to date. If your health card has expired, you may be required to pay for your appointment. We require 24 business hours notice to cancel or reschedule an appointment. There is a charge for missed appointments or last minute cancellations. If you require an appointment for an urgent medical issue and your own doctor is not scheduled in the office, you may be offered an appointment with another physician. Alternatively, we may tell you to contact our After Hours Clinic for continuity of care. 

We handle a high volume of phone calls, we will endeavor to return your call within a timely manner. Please state and spell both your first and last name. Include a telephone # where we can reach you and the reason for your call. If you would like to relay a message or have a question for your doctor, please be as brief as possible. Please do not repeatedly call the office as doing so only delays a return call. Please note: It could take up to 48 hours to return “non urgent” voicemails. 

PHONE ARE ONLY ANSWERED FROM 8:00am-12:00pm. Phones are off between 12pm-1pm and open 1:00pm-4:00pm Monday - Thursday and 1:00pm-3:00pm on Fridays. The office is closed Saturdays and Sundays. 

PLEASE NOTE: UNCLEAR, INCOMPLETE, MESSAGES WITHOUT TELEPHONE # OR FULL NAMES WILL NOT BE RETURNED.

OTN: The Ontario Telemedicine Network (OTN) facilitates the use of videoconferencing and other technology to connect physicians and patients in ways which enable them to overcome barriers created by time and distance. Staff can now schedule the appointment online, inviting the patient to a virtual appointment when directed by the physician that it is an appropriate reason and does not require an in-person visit. 

Online Appointment Scheduling: We understand just how busy your day can be. As part of our commitment to improve the delivery of your healthcare, we are pleased to offer free online booking using Medeo. This service is available 24/7 and is a secure and confidential portal integrated into our electronic medical records (EMR). This service is currently available for booking 'regular' appointments, such as new medical issues', follow-up appointments and prescription renewals. For appointments regarding diabetes management, appointments with our nurses, counseling, certain procedures, periodic health reviews (previously known as “annual physical check-up”), and well-baby visits, please contact the office via telephone. 

Please note Medeo should NOT be used for EMERGENCY situations. Should you require immediate attention, please call 911 or go to your nearest hospital. Please speak to our front desk staff to learn how to use this service.

Email communications using Medeo (secure E-messaging): With patient consent, E-messaging will be used for non-urgent matters, including relaying test results or comments from your doctor, specialist appointment details, requisitions, etc. Messages using Medeo can only be initiated FROM the doctor or office staff TO the patient. If requested by the doctor or our office staff, patients will be able to respond to the message. Patients cannot initiate or send e-messages to their doctor. If you wish to be eligible for e-messaging, please complete and sign our 'email consent' form. Please ensure our office has an up-to-date email address on file for each family member, as well as signed consents. 

No Shows: Patients who fail to show for their scheduled appointment or did not notify the office within 2 business days of their scheduled appointment time shall be subject to a “No Show/Cancellation” fee of up to $100.00. In the event of an actual emergency and prior notice could not be given, consideration will be given, and a one-time exception may be granted.

Uninsured services (services not covered by OHIP): There are many services that are not covered by the Ontario Health Insurance Plan (OHIP), (ask receptionist for a listing of the uninsured services). Patients can pay for individual services at the time the service is provided, or they may wish to consider paying an 'annual fee' (block fee). This is a yearly payment that covers and/or reduces the fees for uninsured services. We realize there are special circumstances. If you are financially unable to pay for an uninsured service you may request the fee exemption from your doctor. 

Confidentiality of Information: Our patients can expect the highest level of confidentiality from our office. You must provide authorization in order to release any medical information (including booking of appointments) to anyone (including spouses,parents/guardians, relatives, etc.). Please speak with your doctor or the front desk staff if you wish to authorize another individual. 

After Hours Care: In collaboration with other physicians of the North York Family Health Team, we have set-up an after hours clinic for medical needs that cannot wait until the next business day. Please note appointments are required as this is not a walk-in clinic. This service provides excellent continuity of care as the on-call physician will have access to your file, including medication lists, allergies, etc., unlike walk-in clinics. Your own doctor will be notified of your visit to the clinic, providing seamless follow-up when indicated. For information on hours, location and appointments, please phone our office and choose 'Ext 3 and then option 8' from the main menu. Phones open Monday - Thursday at 4:00 pm and Saturday as well as Sunday at 8:30 am. There is no After Hours Clinic on Friday. 

Should you require medical advice by telephone, contact a nurse at the Telephone Health Advisory Service at 1-866-553-7205. This service is available 365 days/year. 

Harassment: We are committed to communicating with you in a respectful, professional and civil manner. We expect the same courtesy from you. We understand that your circumstances may be stressful and navigating our health system can be frustrating. Abusive behaviour towards our staff, including threats, vexatious or intimidating conduct, sexual harassment, yelling or screaming, or obscene, racist or discriminatory statements will result in immediate termination from the practice.

We are in this together!!