Dec 1, 2009.

Welcome to HealthSource Medical Clinic. To help us serve you better, please take a moment to read the following information about the clinic and policies.

Scheduling and Office Appointments

• To help us stay on schedule and minimize wait times, please arrive on time for your appointment.
• Unexpected emergencies may arise and cause delays. Please be patient if this happens.
• Missed appointments
  • Appointments not cancelled at least 24 hours in advance are charged to the patient at a rate of $60 for a new patient / preventative assessment, $50 for a regular appointment and $75 for a periodic health exam. This is a clinic-wide policy that applies to all patients.
  • Missed appointments without notice occurring after hours or on weekends are charged at a rate of $75 for a regular appointment and $100 for a periodic health exam.
• New Patient Visits / Preventative Assessments
  • The objectives of this visit are for us to become acquainted with one another, to review your health history and the health history of your family, go over the clinic policies, as well as potential acceptance into the practice.
  • Medical issues are not usually addressed in this first visit. You will be asked to book a separate appointment.
• Regular and Follow-Up Appointments.
  • It is difficult to thoroughly address multiple concerns in one visit. As HealthSource Medical Clinic values your time and strives to be timely and efficient, it is requested that patients bring forth no more than one issue per visit.
  • If you have a mental health concern to discuss, please tell the receptionist when you book your appointment so that extra time is allotted for your visit.
• Periodic Health Exams (“Complete Physicals”)
  • This visit is dedicated to doing a comprehensive health review and physical exam.
  • Please do not save problems or urgent issues for this appointment. Make an appointment to be seen much sooner for specific or urgent concerns.
• Same-Day Visits
  • If you call in and need to be seen urgently (for example, if you are too sick to write an exam you have that day), please tell the receptionist and we will do our best to accommodate you with a same-day appointment.
• Reminder Calls
  • We do not issue reminder calls. If for some reason you forget your appointment time, please feel free to call ahead of the day of your appointment and we can confirm the exact time.

Conduct

We do not tolerate rude and abuse behaviour towards clinic staff. This may result in your dismissal from the practice.

After Hours and Urgent Care

Whenever possible, we encourage our patients to avoid the use of other walk-in clinics, as they do not have your medical history and do not send reports to our office. There are options available to you within the North West Toronto Family Health Group, should you require urgent care:

• Same-day visits, as described above.
• If you cannot get a same-day appointment or need to be seen urgently outside of regular office hours,an Urgent Care walk-in service is available from 9am to 8pm on weekdays, and 10am to 2pm on weekends and most holidays.
• If you have a more serious problem, such as chest pain or a suspected stroke, please call 911 or go to the nearest Emergency Department.

Prescription Refills

• We do not refill prescriptions over the phone.
• You will be asked to book an appointment to review your medications before a refill can be issued. This is to ensure proper care.
• It is requested that you please:
  • Anticipate your prescription renewals and book an appointment before you run out.
  • Ask for renewals at each visit.
  • Bring your medications to every appointment.

• Under exceptional circumstances and at the discretion of your Family Doctor, a prescription may be renewed via fax from a pharmacy, provided that it is urgent and a physical assessment is deemed not required. A $20 fee will apply.

Telephone Advice

• Because a patient interview and examination are essential for providing quality care, we do not typically offer health advice over the phone. Also, phone calls are disruptive to other patients’ appointments.
• Receptionists are not qualified to offer medical advice.
• Nursing staff (if available) will offer phone advice when indicated. Only basic advice will be offered by telephone.
• To ensure proper care, please make an appointment rather than calling for health advice.

Test Results

• All test results are reviewed by a doctor in the clinic.
• Patients will only be contacted if laboratory or diagnostic tests are abnormal.

Uninsured Services

• Some services are not covered by OHIP. The payment for these is your responsibility. Please review the list of uninsured services available at the front reception.

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