Policies
Cancellations and missed appointments
There is a late cancellation/ no-show fee ($55) if you do not come for a booked appointment or if we cannot reach you for your televisit (after 3 phone calls). We value your time as well, so we apologize if we are running late. Please do allow up to 45 minutes for our televisit calls and inform us if you need to reschedule. If you are late for your appointment, please inform us, as we may need to make adjustments or reschedule you. Our appointment slots are precious and can always be given to another patient.
Prescription Refills
Do you need refills?
ALWAYS check the pharmacy label on your prescription bottle or box. It is usually printed on the label under “refills” or “remaining”. We endeavour to provide a medically appropriate amount of refills until the next medical reassessment.
Not enough refills?
Book a televisit appointment with your physician as soon as possible (either by phone, email or Pomelo online portal)
Ask the pharmacist to fax us a refill request if you cannot secure an appointment. We will do our best to complete the request but often the physician may want to speak with you to reassess your condition.
Please understand that we cannot always guarantee a refill on short notice due to time constraints. Please give yourself 1-2 weeks.
Requests for Forms from Doctors
(eg – insurance, disability, driver’s medical forms)
We are encountering an extraordinary number of calls, emails, faxes and requests for forms to be completed.
We understand that most of you would like your forms completed within a specific period of time. In addition to the daily volume of patient visits and phone calls, we are often completing these forms after-hours. Please be patient with us. If there is a hard deadline for your form or letter to be completed, please let us know. We try on a daily basis to complete all our paperwork in a timely manner. Thank you for your patience.
Most forms/letters/notes are not covered by public healthcare. We follow the Doctors of BC and the BC Family Doctors guidelines regarding private fees for non-insured services.
Code of Conduct
We are committed to maintaining a workplace where everyone (patients, staff and physicians) are treated with respect. Harassment or bullying is not be tolerated, and may result in a patient being asked to seek medical care elsewhere.