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 us are for your chart record, although we do review all results we

receive. To save time and get the best advice, 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 us by your pharmacy.

• Renewals without an office or telephone visit are not covered by OHIP and are subject

to a $35.00 fee for each faxed request. Please allow 5 days to process these requests.

Appointment Bookings

• Appointment can be made by telephone or online via our website (www.duncanfamilydocs.com)

• Online bookings are best for booking new medical issues, follow-up appointments and prescription

renewals. For appointments involving our nurses or requiring more than 15 minutes (e.g. diabetes

visits, periodic health reviews, mental health concerns, procedures) please book these by telephone.

Missed Appointments

• Patients who miss their appointment or do not cancel it within 2 business days of their

appointment shall be subject to a No Show/Cancellation fee of up to $100.00.

• In the event of an actual emergency where prior notice could not be given, a one-time

exception may be granted.

Phone Calls

• We receive a very high volume of calls every day. We try to return your call in a

timely manner, however it may take up to 48 hours to return your call for non-

urgent matters.

• Leave a voicemail as this may be faster than trying to get a live person on the phone

• When leaving a voicemail, ensure you clearly state and spell your first and last name

and your telephone number

• Please note Medeo secure messaging should not be used for urgent communication.

After-Hours Care

• In collaboration with other local physicians, we have an after-hours clinic for

medical needs that cannot wait until the next business day.

• You need to make an appointment as this is not a walk-in clinic, and it is not

open to the general public.

• This service provides excellent 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 or call

• After-hours clinics operate Monday-Thursday from 5pm-7:30pm (phone

open 4 pm), as well as Saturdays and Sundays (phones open at 8:30am).

There is no after-hours clinic on Friday.

Please note that when you go to walk in clinics, your family physician

PAYS for that visit to occur and does not get any information or

record of the visit.

Harassment

• We are committed to communicating with you in a respectful, professional

and civil manner and we expect the same courtesy from you.

• We understand that your circumstances may be stressful and navigating our

health system can be frustrating.

• Abusive behavior 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.

Respiratory Illness/Communicable Illness

• Please alert the front staff that you may have a respiratory

(cold/flu-like) illness when booking appointment and arriving at the

office. You will be asked to wear a mask and isolate in the hallway

or in a room.

Uninsured services (services not covered by OHIP)

• There are many services that are not covered by OHIP (see list below).

• You can pay for individual services at the time the service is provided, or

you may pay an 'annual fee' (block fee).

• This is a yearly payment that covers and/or reduces the fees for these

services not covered by OHIP.

• 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.