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.
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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.
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To learn more about what services your pharmacist can offer regarding your prescriptions, we encourage you to speak to your pharmacist.
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More information
Ontario College of Pharmacists Read More
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 approaches such as private, safe, and secure telemedicine and video consultations.
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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.
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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:
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A device (smartphone, tablet, or computer) with a working microphone, and a working camera.
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An up-to-date browser installed on your device (Chrome, Firefox, or Safari)
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Internet access with a stable and reliable connection
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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.
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- For in-person appointments please arrive 10 minutes prior to your scheduled appointment.
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- 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.
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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.
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If you cannot attend your scheduled appointment, please contact us by phone as soon as possible to cancel or reschedule your visit.
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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.
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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.
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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.
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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.
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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.
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We receive a high volume of requests for form completion. This means that generally, we are unable to complete forms during any scheduled appointment.
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Procedure for most Forms:
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Read carefully and sign this document, acknowledging our form completion process.
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Complete all sections of the form with your information, including signatures of consent.
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Drop off the form, and the document from Step 1, at our office during our opening hours.
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Pay any applicable fees for third party forms (see below for more details). We accept cash, debit, or credit.
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We will contact you when your form has been completed, and is ready for pickup.
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Drop by the clinic during opening hours to collect your completed form.
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Procedure For the Disability Tax Credit Form ONLY:
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Read carefully, complete all the steps, and sign these two documents.
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Complete all sections of the form with your information, including signatures of consent.
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Drop off the form, and the document from Step 1, at our office during our opening hours.
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Pay any applicable fees for third party forms (see below for more details). We accept cash, debit, or credit.
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We will contact you when your form has been completed, and is ready for pickup.
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Drop by the clinic during opening hours to collect your completed form.
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Costs
for Third Party Forms
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What is a third party form?
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Third Party Forms include any form requested by an agency or individual who is not the patient or healthcare provider. This includes:
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requests from employers
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insurance forms
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government forms
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sick notes
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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).
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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.
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For more information about your provincial coverage, visit the OHIP website. Click Here
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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.
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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.
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For instructions on how to register with Medeo, 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, 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.
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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.
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To receive a laboratory or test requisition from the doctor, we offer three options:
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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.
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2. Request it be sent 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.
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Note: In order to receive a downloadable copy of a requisition, you must first create a Medeo Account.
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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.
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Medical Emergencies
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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
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Urgent Care
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Urgent Care Centres
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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.
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Some centres may offer follow-up appointments to see how your recovery from illness/injury is progressing.
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Hamilton Health Sciences
Urgent Care Centres in Hamilton
Non-Urgent Care
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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.
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Ontario Telehealth (Health 811)
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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
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Walk-in Clinics
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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.
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Pharmacies
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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.
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More information:
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Government of Ontario
Types of Services you can get from your Pharmacy
Ontario College of Pharmacists
Information on treatment of Minor Ailments offered by Pharmacists