Policies and Procedures

If you have a question about a policy or procedure, please feel free to contact our office.

Prescription
Renewals

You should never have to go without your regular medications. It is your responsibility to monitor your medication use and the need for renewals.

For most medications

Please contact your pharmacy and request the pharmacist fax our office. This is the most efficient way to handle your prescription renewal. Prescription renewals will be completed within 5 business days of receiving the request.

For opiates and Controlled Substances

All prescription renewals for opiates and controlled substances are completed in person. Please contact our office by telephone to book an appointment before you run out of your current prescription. Read More

For most medications (including opiates)

If you require an appointment to renew or review your prescription, and require your medication in the meantime, pharmacists may be able to refill your prescription for a short time while you are waiting to see a doctor.

To learn more about what services your pharmacist can offer regarding your prescriptions, we encourage you to speak to your pharmacist.

More information

Ontario College of Pharmacists Read More

Release of Patient Information

Patient consent is required in order to release your confidential medical information.

This includes form completion, third party requests (including legal and insurance requests), or chart transfer.

If you are handing in a form, please complete the form below and submit it with your request for form completion.

If you are requesting your chart be transferred, we will ask you to complete this form when you come to our office.

Chart Transfer Requests

We receive chart transfer requests from either:

1) The patient; or

2) A fax from your new family physician requesting your records.

Regardless of whether it is a new family doctor or the patient themselves who contacts us to request a chart transfer, we will ask the patient to pay the chart transfer fee of $100 per chart.

Following receipt of payment, we will complete the request within 30 days.

We will call the patient when the chart is ready, to be pick-up during regular office hours.

In-Person
Appointments

We recognize that certain medical concerns cannot be addressed by telephone or virtually. In-person visits are often necessary or preferred.

We will be happy to see you in person. We can accommodate visits during our regular office hours.

Virtual and Telephone Appointments

A common concern with healthcare today is being able to see the provider you need, when it's convenient for you. To meet this challenge, we offer private, safe, and secure telemedicine and video consultations.

When booking an appointment, ask us whether a telephone or virtual visit is suitable for your medical concern.

As your health and safety comes first, an in-person appointment may be required to address certain health concerns.

Please note: It is the patient’s responsibility to have the accurate information and technical requirements that will allow you to attend to your virtual appointment.

Technical requirements for virtual appointments:

A device (smartphone, tablet, or computer) with a working microphone, and a working camera.
An up-to-date browser installed on your device (Chrome, Firefox, or Safari)
Internet access with a stable and reliable connection

If you are unsure about whether your devices meet the technical requirements for virtual or telephone appointments, please contact our office.

Late Policy

Our late policy is to ensure that the patients who arrive on time do not wait longer than necessary to see their provider.

If a patient is more than 10 minutes late for an appointment, the appointment will need to be rescheduled.

- For in-person appointments please arrive 10 minutes prior to your scheduled appointment.

- For telephone appointments, please be available and ready to receive a phone call 10 minutes prior to your appointment.

- For virtual appointments, please be online 10 minutes prior to your appointment with your camera and microphone tested and ready to use.

This policy is in place so we can provide timely medical care and services to yourself and others.

Cancellations and No-Shows

Cancellations affect our clinic and our ability to provide care to other patients. Our cancellation and no-show policy helps us ensure our appointments are available when patients need them. Please note that this policy applies to all appointments.

We understand there can be extenuating circumstances that can arise that mean you must cancel an appointment.

If you cannot attend your scheduled appointment, please contact us by phone as soon as possible to cancel or reschedule your visit.

Cancellations - more than 24 hours before an appointment

Appointments can be cancelled and rescheduled up to 24 hours before your appointment with no penalty. Please feel free to contact our clinic to cancel or reschedule your appointment for a later time.

Cancellations - less than 24 hours before an appointment

Cancellations less than 24-hours before your appointment time will result in a $30 fee, to be paid at your next appointment. Please feel free to contact our clinic to cancel or reschedule your appointment for a later time.

Failure to attend an appointment (No-Show)

Failing to attend your appointment without informing us will result in a $30 fee, to be paid at your next appointment. If you fail to attend your appointment, please contact our clinic to let us know if you are okay, and to reschedule your appointment for a later time.

For all Cancellations or No-Shows

If you inform us of your circumstance, we will evaluate the application of this policy on a case-by-case basis.

Form Completion

We understand forms completed by a healthcare professional are often necessary for a variety of reasons.

If you have a form that you need us to complete, please read our full policy concerning form completion. After you have read our policy, please contact our office and we will make arrangements to complete this form for you.

Please be aware that fees apply to the completion of some forms. Continue reading below to find out if your form may require a fee.

Form Completion Procedure

We receive a high volume of requests for form completion. This means that generally, we are unable to complete forms during any scheduled appointment.

For all forms, patients will be asked to sign a consent to release of information form before any forms can be completed.

Procedure for most Forms (NOT the Disability Tax Credit Form):

Read carefully and sign this document, acknowledging our form completion process.
Complete all sections of the form with your information, including signatures of consent.
Drop off the form, and the document from Step 1, at our office during our opening hours. You will be asked to complete a consent to the release of your information.
Pay any applicable fees for third party forms (see below for more details). We accept cash, debit, or credit.
We will contact you when your form has been completed, and is ready for pickup.
Drop by the clinic during opening hours to collect your completed form.

Procedure For the Disability Tax Credit Form ONLY:

Read carefully, complete all the steps, and sign these two documents.
Complete all sections of the form with your information, including signatures of consent.
Drop off the form, and the document from Step 1, at our office during our opening hours. You will be asked to complete a consent to the release of your information.
Pay any applicable fees for third party forms (see below for more details). We accept cash, debit, or credit.
We will contact you when your form has been completed, and is ready for pickup.
Drop by the clinic during opening hours to collect your completed form.

Costs
for Third Party Forms

What is a third party form?

Third Party Forms include any form requested by an agency or individual who is not the patient or healthcare provider. This includes:

requests from employers
insurance forms
government forms
sick notes
other forms requested by anyone who is not a patient or healthcare provider

The service of completing these forms is unfortunately not covered by your Ontario Health Insurance Plan (OHIP).

Therefore, please be aware there is a fee for third party forms. The amount is dependent upon the type of form that requires completion and the amount of time necessary to complete it.

For more information about your provincial coverage, visit the OHIP website. Click Here

Fees for Third Party Forms

Test Results

When we receive a result, we will always attempt to contact you to inform you. We contact you with all results we receive, negative (if there's no significant finding) or positive (if there is a significant finding).

If we have received the result of your test, you can expect to hear from us.

In some instances, we may not have received your test result. If you have completed a test, but have not heard from us within 14 days of completing your test, please contact us to ensure we have received the result.

Requesting a Copy of a Test Result or Imaging

In order to receive a copy of your test result or imaging, you must first create an account with Medeo. We use the Medeo secure messaging platform to communicate and share confidential information with you regarding your health.

For instructions on how to register with Medeo, Click Here.

Opiates & Controlled Substances

We recognize that there are many patients who suffer from chronic pain who have benefited substantially from opiate pain medications. These medications may provide significant quality of life to certain individuals. Without them, not only do these individuals experience enhanced pain, but this can be worsened by the presence of withdrawal symptoms that occur when they are not taken regularly.

It is important to us to ensure that patients who benefit from these medications, receive them without interruption. This of course must be balanced with the need to ensure the safety of you as a patient, but also to society more broadly, as we are all aware of the harms that can occur when medications are not taken as prescribed or end up in the hands of someone that the medication was not intended for.

For these reasons we must monitor the prescription of these medications closely. All renewals are done in person only, we do not renew opioid medications by fax or telephone. We require that a treatment agreement governing appropriate use of the medication be completed. Additionally, urine drug screening is used to ensure that the medication is being taken as expected, and that no other medications that are not expected are being used.

Key Information About Opiate Prescriptions

There are a couple of key things that are commonly misunderstood by patients, that we think it appropriate to address:

A new prescriber is not required to continue a previous prescription from another prescriber. In fact, it is expected that each prescriber conduct their own individual assessment prior to prescribing a controlled substance.
Normal recommended doses of opiate medications are much lower than they used to be. For this reason, a new prescriber may not be able to prescribe the medication at the exact same dose as you may have been taking previously.
Your case is unique, as is each case. Prescriptions reflect this reality. We are open to discussing only what is relevant to your case - which is your history, your current symptoms, and the plan for your treatment. As each person is unique, what another prescriber has prescribed for another patient will always be irrelevant to our decision as to whether to prescribe you an opiate or other controlled substance.
Overdoses and harms related to opiate medications can still occur in patients who are taking the medications as prescribed. These medications are potentially harmful even when taken as prescribed. Especially when taken with other sedating medications such as benzodiazepines, sleeping aids or alcohol.
Side effects to opiates occur over time in many instances. The potential for harm is greater the longer the medication is taken. All patients should be aware of this reality.

For more information, please also refer to our policy on Prescription Renewals.

Bloodwork and Imaging Requisitions

If the doctor has ordered blood work or a test, a requisition is often required in order for you to have your test or imaging completed.

To receive a laboratory or test requisition from the doctor, you can choose one of three options:

1. Pick up a copy of the requisition at our office.

Drop by our office during opening hours to pick up a copy of your requisition. You can then bring it to the lab or testing centre of your choice.

2. Request we send it to a laboratory or test centre of your choice.

You can request to have the requisition faxed directly to a laboratory or testing centre. Let us know at which laboratory or test centre you wish to complete your test, and we will fax them a copy. If you choose this option, all you need to do is show up during the hours suggested by the laboratory or test centre, and your requisition will be there, ready for you.

3. Receive a copy through our secure online system

You can download a copy of the requisition using a secure file sharing system called Medeo. If you choose this option, you must first login to access the requisition through your Medeo account. You can then print off a copy, and bring it to the lab or testing centre of your choice.

Note: In order to receive a downloadable copy of a requisition, you must first create a Medeo Account.

How to create a Medeo Account: Click Here

Bloodwork and Imaging Requisitions

If the doctor has ordered blood work or a test, a requisition is often required in order for you to have your test or imaging completed.

To receive a laboratory or test requisition from the doctor, we offer three options:

1. Pick up a copy of the requisition at our office.

Drop by our office during opening hours to pick up a copy of your requisition. You can then bring it to the lab or testing centre of your choice.

2. Request it be sent to a laboratory or test centre of your choice.

3. Receive a copy through our secure online system.

Note: In order to receive a downloadable copy of a requisition, you must first create a Medeo Account.

For information on how to create a Medeo Account: Click Here

After Hours
Care

There are several options for accessing healthcare outside our clinic hours.

Medical Emergencies

Emergency Departments

If you are experiencing a medical emergency at any time, call 911 or go to your nearest emergency department.

For a list of Emergency Departments in Hamilton and the surrounding area Click Here

Urgent Care

Urgent Care Centres

Urgent Care centres offer treatment for most injuries and illnesses such as infections, earaches, eye injuries, sprains, broken bones, cuts, fevers, minor burns and nose and throat complaints through emergency-trained doctors and other health care professionals.

Some centres may offer follow-up appointments to see how your recovery from illness/injury is progressing.

More information:

Hamilton Health Sciences

Urgent Care Centres in Hamilton

Click Here

Non-Urgent Care

It is certainly our preference to see you for all or as many of your concerns as possible, to ensure that we are aware of all aspects of your care. But we recognize and appreciate that this may not always be possible, and we encourage you to seek health care in a way that is most convenient and appropriate for you.

For non-emergent concerns outside office hours, there are several options available to you.

Ontario Telehealth (Health 811)

Ontario offers a free service to help answer health questions that are not emergencies. 811 provides an assessment of your symptoms and can help you decide if you should see a health care provider, or if you can manage your symptoms at home. Learn More

Walk-in Clinics

We do not prohibit the use of walk-in clinics. If you seek care at a walk-in clinic it may be beneficial to you to request that the record of the encounter be sent to us. This allows us to be aware of what occurred and can follow up with you on any outstanding issues arising from that encounter. In some instances, it can be challenging to do this properly without a record of the encounter.

Pharmacies

Pharmacists can also prescribe medications and treat several minor ailments. You are encouraged to speak to your pharmacist to find out what healthcare services they offer and whether they are right for your needs. Having the legislated authority to prescribe for minor ailments does not mean all pharmacists must offer or provide this service.

More information:

Government of Ontario

Types of Services you can get from your Pharmacy

Learn More

Ontario College of Pharmacists

Information on treatment of Minor Ailments offered by Pharmacists

Learn More