Policy

All appointment requests are initially reviewed by our receptionist or inputted into our website, which will record the primary reason for your visit. To help us book the most suitable time slot while respecting your privacy, please provide clear and specific details about your concern. 

Occasionally, both patients and physicians may experience delays. If you’re running late, we kindly ask that you call us in advance so we can adjust our schedule accordingly. Patients arriving late may be seen later in the day or asked to reschedule, depending on availability.

Initial consultations, also known as “meet and greet” appointments, are scheduled for 10 to 20 minutes.

Standard visits are 10 minutes and focus on your main concern. If time allows, secondary issues may also be addressed. Otherwise, a follow-up visit will be arranged to ensure each concern is properly assessed. A follow-up is not a dismissal but a commitment to providing thorough care.

We reserve several slots daily for urgent health concerns. If you are unwell and need to be seen promptly, please contact us as early in the day as possible to secure a same-day appointment.

Unscheduled walk-in visits are discouraged. Please call ahead so we can assign a specific time for you on the same day.

Routine checkups are not covered by BC MSP unless you have a chronic health condition. These exams are offered at the physician’s discretion and must be booked in advance. They are intended for preventive care and education, not for addressing new or urgent issues. Please book a separate appointment for immediate concerns.

If you’re coming from a long distance or anticipate needing more time to discuss your concerns, please inform the receptionist when booking. An extended appointment can be arranged to better meet your needs. Alternatively, if frequent travel is a challenge, consider finding a family physician closer to home for more convenient access to care.

Patients are required to provide a minimum of 24 hours’ notice for appointment cancellations. Failure to do so will result in a $40 charge for the missed appointment. The current fees for missed appointments, which are uninsured services, are displayed in the office and published on our website. These fees are subject to change at any time without prior notice.

Please take a moment to review our updated policy regarding care options outside of regular clinic hours, both in-person and online.

1. 1. In case of a medical emergency, call 9-1-1 immediately or go to your nearest emergency room.
   2. For urgent but non-life-threatening concerns, visit a nearby walk-in clinic or urgent primary care 
   3. If you’re unable to see a doctor and need medical advice, call HealthLinkBC at 8-1-1. This free, 24/7 service connects you with a registered nurse and offers support in multiple languages.
   4. Need a prescription refill urgently? If you can’t get an appointment in time, your pharmacy may be able to provide an emergency supply of your medication.

To ensure we deliver safe and thorough medical care, we’ve implemented the following guidelines for phone-based inquiries:

• Reception staff cannot provide medical advice, as they are not medically trained.
• Only limited, general advice may be offered over the phone. Physicians do not typically provide diagnoses or full assessments by phone, though they may step in to support staff when clinically appropriate.
• Based on the urgency and nature of your concern, same-day or timely appointments will be arranged whenever possible.
• All lab and diagnostic test results are reviewed by your doctor. If any results are abnormal or require discussion, you will be contacted to schedule a follow-up. For certain tests, results may also be viewed online

To ensure safe and effective care, we ask for your cooperation with the following medication guidelines:

1. 1. If you are running low on medication and have no refills remaining, please schedule a visit before your supply runs out. When you come in, bring all your current medication bottles or packaging.
   2. Our clinic follows current, evidence-based practices when prescribing all medications, including antibiotics, pain management drugs, and treatments for anxiety or stress-related conditions.
   3. By receiving care at our clinic, you give us permission to access your medication history through PharmaNet, the provincial prescription database, when necessary to support your treatment.

To ensure timely and meaningful specialist care, a consultation with your family doctor is required first. This allows us to gather relevant information and complete any necessary tests beforehand, helping streamline your referral. If you need to cancel or reschedule a specialist appointment, please contact the specialist’s office directly. Be aware that missed appointments may result in a “no-show” fee, determined by the specialist or test center. Repeated no-shows may also affect our ability to refer you in the future.

Some medical services fall outside the scope of provincial health coverage and must be paid for directly by the patient.
Fees for these services are set according to guidelines provided by the provincial medical association.

We highly value the trust you place in us, and we are committed to protecting the privacy of your medical information. All patient records are stored electronically and securely, accessible only by the healthcare professionals and staff directly involved in your care.Your medical details will never be shared with anyone, including family members, without your explicit consent. However, there are four specific circumstances in which confidentiality may be breached:

1. 1. A court order requiring the release of information
   2. An imminent risk to your safety
   3. An imminent risk to the safety of others
   4. Suspected child abuse

To ensure a positive and healthy environment for everyone, we maintain a scent-free and smoke-free policy at our clinic. Please set your cell phones to silent while in the clinic. If you need to make or receive a call, kindly step outside.

We generally see children with their caregivers up to age 13. After that age, children may choose to be seen independently. There are times when it may be necessary for us to speak with a child alone. For children who are able to consent, we will only share their medical information with the caregiver if the child provides explicit permission.

Our clinic has a zero tolerance policy for any form of abuse, rudeness, or threats. Such behavior may result in immediate removal from our practice.

Occasionally, there may be a breakdown in the trust or therapeutic relationship between a patient and their physician. This can happen for various reasons, including:

• Any form of abuse, rudeness, or threats directed at other patients, staff, physicians, or their families
• Frequent missed appointments (no-shows) at our office, specialist offices, or testing centers without sufficient explanation or prior notice
• Repeated non-compliance with recommended treatment plans
• Failure to follow clinic policies
• Relocation to a different community where in-person visits are no longer feasible

If the physician-patient relationship is ended, the following steps will be taken:

• You will receive a formal letter notifying you of the termination of the relationship
• We will continue to provide you with emergency medical services for up to 3 weeks from the date of the letter, but elective care will no longer be available after this period
• We strongly encourage you to seek a new family physician as soon as possible. If you need assistance, we can provide guidance on how to find a new provider
• Once you’ve established care with a new physician, please have them contact our office so we can transfer a summary of your medical history to your new provider

Our clinicians use Heidi, an AI note taker, to write their clinical notes. This means less time typing and more time focusing on you. We think you’ll love the difference Heidi makes to your care experience but if you’d prefer not to have Heidi in the room, just let your clinician know at the start of the session. 

Please note: Patients may not transfer their care between physicians within the same clinic.

Please see the links below for forms:

1. Heidi AI dictation informational 
2. Heidi AI dictation patient consent form
3. Allergy shot patient consent form