POLICIES AND PROCEDURES

Scheduling and Office Appointments

To help us stay on schedule and minimize wait times, please arrive on time for your appointment and ensure that you ask the receptionist to book extra time (if needed).

Unexpected emergencies may arise and cause delays. Please be patient if this happens.

New Patient Visits / Preventative Assessments

The objectives of this visit are for us to become acquainted with each other, review your health history, discuss your family's health history, and go over the clinic policies.

Regular and Follow-Up Appointments.

• As Richmond Heights Healthcare values your time, patients in the Family Health Organization will be permitted to bring forth more than one issue per visit, however if more time is needed, it is asked that the patient request for this when booking the appointment.
• If you have a mental health concerns 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”)

If you have mental health concerns to discuss, please inform the receptionist when booking your appointment so that extra time can be allotted for your visit.

Same-Day Visits

If you call in and need to be seen urgently (for example, if you are too sick), please tell the receptionist and we will do our very 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 uphold a commitment to a respectful and positive environment for everyone at our clinic. Please be mindful of your conduct and treat our staff with courtesy. Instances of rude or abusive behaviour may result in the need to reassess our ability to provide care.

After Hours and Urgent Care

Whenever possible, we ask 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. Your Physician has opened up extra after-hours slots to provide you with access and options so that you can conveniently access one of our physicians in the HealthSource Family Health Organization. If you call our office with an emergency and your Physician is not available, every effort will be made for you to see another Physician in the clinic. Note: If you decide to go to a walk-in instead, the Ministry of Health will notify your Physician and your access to after-hours care in the clinic may be revoked.

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.

Missed appointments

Appointments not cancelled at least 24 hours in advance are charged to the patient at a rate of $40 plus HST for regular visits and $60 plus HST for physicals. This is a clinic-wide policy that applies to all patients.

Prescription Refills

• We refill some prescriptions over the Avocare/fax at the discretion of your Family Doctor. A $25 plus HST fee will apply, unless you’ve subscribed to the Annual Fee Plan.
• In some instances where your care can be compromised, you may be asked to book an appointment to review your medications before a refill can be issued.
• 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.

Telephone Advice

• There may be some instances where your Family Doctor can/may call you to assist with your medical issue without a physical examination. In these instances, you will be asked to schedule a window of time for the doctor to call you. Please make every effort to ensure your contact information is up-to-date and you are available during the telephone appointment slot.
• Receptionists are not qualified to offer medical advice, however may be given authorization to contact you on behalf of your Family Doctor.
• To ensure proper care, please discuss the situation with the reception when asking for an appointment vs. calling for health advice.

Test Results

• All test results are reviewed by a doctor in the clinic.
• We kindly ask patients to follow up on their test results if they do not receive a message within 2-3 weeks of test completion.

Uninsured Services

Some services are not covered by OHIP. The payment for these is your responsibility and are subject to HST. The clinic also offers a yearly Block Fee which covers a majority of uninsured services. Kindly review the list of uninsured services available at the front reception or inquire with your physician.

Third Party Medical Reports

It is common that you may be given a Third Party Medical Report request for your physician to complete. These forms are usually for Short/Long Term Disability or Applications for Life/Disability Insurance, amongst other reasons.

These services are not insured by OHIP and are either paid for by the Third Party or the responsibility of the patient.

Per the College of Physicians and Surgeons of Ontario (CPSO) your physician has either 45 or 60 days to complete these requests (Depending on nature of Form/Request. Your physician may be able to complete these forms sooner at their discretion/availability.

If your request must be completed in a shorter interval you will be charged a Rush Fee, starting at $50 but may be higher depending on time provided to complete the form(s).

Inclement Weather

In the event of inclement weather, such as a large snowstorm, if you anticipate being unable to attend the clinic, please contact the office as soon as possible.

Cancellations due to inclement weather are exempt from our usual cancellation policy.

COVID-19 Office Policies

Our doctors may occasionally be called upon to support critical medical services, including taking additional shifts at LACGH and/or the COVID Assessment Centre. This could lead to last-minute cancellations of scheduled appointments. We sincerely appreciate your understanding and flexibility during these unpredictable times.

Your health and well-being remain our top priority, and we assure you that every effort will be made to reschedule any affected appointments at the earliest convenience.

We want to assure you that, even though the pandemic may be over, we remain committed to maintaining a high standard of care and are prepared to adapt as needed, especially in unforeseen circumstances.

Thank you for your continued trust and understanding.