Urgent: During office hours: CALL our office to speak with reception. (PRESS “5”) or EMAIL and type “URGENT” in the subject line. We respond within the day/hour. During lunch hour and after-hours: Call our office and listen to the phone tree. Make the selection to speak with the physician-on-call. Drs. Chen, Liu, and Su rotate call one
Archives: FAQs
How do I contact my doctor? (non-urgent requests)
Non-urgent: Phone lines are open Monday to Fridays, 9 am to 5 pm and closed from 12 – 1 pm. Please note that you will not hear a ring tone; instead listen to the telephone tree before making your selection. (“5” to reach the staff) OR you can email us anytime at kitsfamilypractice@gmail.com. We endeavour
Where is my requisition form/referral?
For security reasons, forms and requisitions may be sent to you through the Ocean platform rather than through the Kits Family Practice gmail account. Watch for emails from “Ocean MD”. PLEASE print or save the attachments as you may only open the message once. Please email us at kitsfamilypractice@gmail.com if you have any questions. Errors/miscommunication can occur. Please contact us
I’ve tried calling your office many times and I CANNOT get through. I am frustrated! What else can I do?
There are 4 ways to contact us or book an appointment depending on urgency: Telephone 604-733-5181 Listen to the phone tree. To reach reception directly, press “5” Email kitsfamilypractice@gmail.com We respond to emails in one day Online Ocean Patient Portal Book online through the patient portal Page Us 604-733-5181 Page the doctor on-call after hours
Appointment wait times are too long!
Many of you are very frustrated with the extremely long wait times to see your doctor for a non-urgent (or even semi-urgent) appointment (a month or more!). We truly apologize for the shortage of doctors in our office the past few months and into the coming months as well. Please be patient as we do
How do I book appointments on-line?
We have moved to a new online booking system called Ocean. All active patients can easily access this system. You simply need to enter in your name, personal health number (PHN), and birthdate. You will be able to select the type of appointment, and view your doctor’s schedule. Visit our online booking portal: Kits Family
What can I do if I try to book on-line, but I cannot find any available appointment slots?
If you have any concerns, please call or email the office! We will always try our best to accommodate urgent concerns and book you with the first available physician if urgent. During office hours – if you cannot reach the receptionist, email us at kitsfamilypractice@gmail.com.
If I can’t find an appointment, should I attend a walk-in-clinic or virtual walk-in-clinic?
No, we would prefer that you contact us first if you have a medical concern (including paging us after-hours). We realize that some of you live quite far from our clinic and therefore the walk-in clinic option is easier. Continuity of care is important in achieving better health outcomes. We can provide better care to you because we
But if I can’t see my own family physician anyway, why would it matter if I went to another clinic?
All the doctors in our office share the same electronic medical record (EMR) – meaning that each visit is added to your medical history giving your care provider a full picture of your health concerns, medication list, etc. Again, continuity of care is important in helping us to help you.
Are you currently accepting new patients?
No, sorry! Each of our physicians are busy with more-than-full practices, and the only way to maintain quality of care and timely access is to limit the number of patients in our practices.