Clinic policies

Cancellations and Appointment No Shows

We require 6 hours' notice to cancel an appointment booked over the phone. Appointments booked online can be cancelled or rescheduled up to 6 hours before the appointment. There are many other patients waiting for appointments and failure to cancel in time will result in a missed appointment charge of $50.00 ($100.00 for specialist appointments).

Specialist Referrals and Hospital Investigations

We will do our best to organize specialist referrals and hospital investigations in a timely manner. However, wait times are often long. Should you not obtain any follow up on specialist referrals or hospital investigations within two months (or earlier for urgent matters), please inquire at our clinic about the status of your referral.

Investigation Results

Our clinic policy is not to provide lab results over the telephone. Only our doctors can interpret lab results and the staff will not comment when asked. Please understand that it can take up to 10 days for our office to receive results back from various labs or hospitals.

Please always make an appointment with a physician at our clinic after you undergo an investigation in order to discuss results. We will do our best to contact you to book an appointment if your investigation results are abnormal. We will call you and, if we are unable to reach you, your family member, or your voicemail, we shall send you a letter in the mail. From time to time we will also contact you to discuss relevant normal results. However, no follow up system is 100% accurate. Therefore, we ask you to follow up with a doctor at our clinic after every investigation that you undergo.

Please note: At times we may need to leave messages on your voicemail (such as the time and place of a specialist referral or the message that lab tests are normal). We will, however, leave only very general information on voicemail. Hence, please provide us with the most confidential phone number(s) that you have. If one of your phone numbers is not to be used to leave any voicemails whatsoever due to confidentiality reasons, please ask us to remove this phone number from your chart.

Prescription Refill Requests via Telephone

We may under some circumstances refill your prescription for long-term medications over the phone without you having to present yourself to the clinic. However, there will be a $50.00 charge per telephone call and this charge needs to be paid by credit card over the phone.

Controlled Prescriptions

Our doctors do not prescribe oxycodone (Percocet), buprenorphine (Suboxone) or methadone.

Routine Childhood Vaccinations

Our clinic would prefer that children obtain their routine vaccines at the South Health Unit located at 6405 Knight Street (at 49th). Their phone number is (604) 321-6151. This way, children are more likely to cooperate with their doctor visit to our clinic (as they will not associate our clinic with getting vaccines).

Transferring Records to our Clinic

When transferring records to our clinic, always provide us with photocopies and not the original documents. We shred all records that are scanned into our electronic medical record database. Hence, the originals should remain in your or your former doctor's possession