Our policies

  • Triaging is a system of categorizing and organizing patients in our health care system according to severity. It ensures that patients with the most acute/urgent needs are prioritized over those patients deemed medically non-urgent.

    When you call for an appointment, it is NOT based on a first-come first-serve basis.

    Under the guidance of the doctors, our staff will book you in according to the nature of your concern. The questions you are asked directly help us book you according to priority. We reserve a block of appointments daily to serve those that are acutely in urgent need, based on clinical triaging.

    Routine appointments that are non-urgent in nature are booked according to availability.

    This system of triage is used in most medical settings, including from ER departments to the Family Practitioner's office, to ensure the sickest patients' needs are prioritized.

  • We encourage you to be mindful of your prescription needs.

    If you have upcoming needs for refills please address them with the doctor when you're being seen. Otherwise, give us at least 2 weeks before you run out at all other times.

    This avoids repetitive requests from your pharmacy (often automated from big-box pharmacies with no quality control behind these requests). Prescription renewals require a fair bit of time and work on our part. This timely notice allows us time to review your chart appropriately, and either send the prescriptions after review, or book you an appointment if reassessment is indicated.

    A charge of $25.00 may be incurred if requests are repetitive and untimely.

    We appreciate your cooperation, along with your pharmacy's, in this matter.

    Please note Ontario regulations allow pharmacists to dispense 30 days of most previously prescribed medications, reducing the necessity of a walk-in clinic visits for prescription repeats and allowing time to make a follow up appointment with your regular physician.

  • If you are unable to attend your appointment, please call 24 hours in advance, or there may be a $35- $75.00 no-show fee. There is a 24/7 cancellation line for your convenience.

    If you are significantly late to your appointment, you may be asked to reschedule and no-show fees may apply.

  • There will be zero tolerance for any form of harassment and/or abusive behaviour towards physicians, clinic staff members, and other patients.

    This includes verbal harassment, yelling, swearing, and any inappropriate and/or abusive communications in person or via email/phone. Any such harassment and/or abusive behavior will be grounds for immediate discharge from the medical practice and termination of patient status.

  • We use a secure messaging platform called Ocean with responses by patients enabled at the provider's discretion. Do not email the clinic with medical emergencies or time-sensitive matters.