Clinic Policies

Medical Emergencies/Urgent Care

Patients with serious medical emergencies should go to the nearest emergency department. Our Clinic is not equipped to handle medical emergencies.

Documentation Requirements

At the time of booking, you are required to provide your valid Ontario Health Card information.

Laboratory Investigations

Most test results will arrive to our office 10 days after being performed. They will arrive directly to the Physician who ordered them.  Administrative and nursing staff do not have access to your file and thus will not be able to provide you with the results of your tests nor confirm if your test results have arrived. 


Referrals to specialists are not made simply upon patient request. A physician is required to assess the patient’s medical situation and based on the findings, make an appropriate medical decision. Your physician may recommend additional tests before referring you to a specialist.

Referrals to specialists will be based on if it is medically necessary in the determination of the referring physician.

Zero Tolerance Policy

Please be respectful to our staff. We have a zero-tolerance policy for any verbal or physical abuse (e.g. disruptive behaviour, inappropriate actions/inaction’s, inappropriate language, etc). Immediate action will be taken if any behaviour judged to be aggressive or intimidating, infringing on the dignity or respect of a person. Be it in person, over the phone or any means of communication will result in being discharged from the clinic with no option of returning in the future. This is a professional environment, and we are here to help.

Privacy Policy


Protecting Personal Information

1. Openness and transparency

1.1 We value patient privacy and act to ensure that it is protected.

1.2 This policy was written to capture our current practices and to respond to federal and provincial requirements for the protection of personal information.

1.3 This policy describes how this office collects, protects and discloses the personal information of patients and the rights of patients with respect to their personal information.

1.4 We are available to answer any patient questions regarding our privacy practices.

2. Accountability

2.1 Patient information is sensitive by nature. Employees and all others in this office who assist with or provide care (including students and locums) are required to be aware of and adhere to the protections described in this policy for the appropriate use and disclosure of personal information.

2.2 All persons in this office who have access to personal information must adhere to the following information management practices

2.3 This office employs strict privacy protections to ensure that

Collection, Use and Disclosure of Personal Information

3. Collection of personal information

3.1 We collect the following personal information

Identification and Contact information including:

Billing information including:

Health information, including:

3.2 Limits on collection

We will only collect the information that is required to provide care, administrate the care that is provided, and communicate with patients. We will not collect any other information, or allow information to be used for other purposes, without the patient’s express consent – except where authorized to do so by law. These limits on collection ensure that we do not collect unnecessary information.

4. Use of personal information

4.1 Personal information collected from patients is used by this office for the purposes of

5. Disclosure of personal information

5.1 Implied consent (Disclosures to other providers)

5.1.1 Unless otherwise indicated, you can assume that patients have consented to the use of their information for the purposes of providing them with care, including sharing the information with other health providers involved in their care. By virtue of seeking care from us, the patient’s consent is implied for the provision of that care.

5.1.2 Relevant health information is shared with other providers involved in the patient’s care, including (but not limited to):

5.2 Without consent (Disclosures mandated or authorized by law)

5.2.1 There are limited situations where the physician or health practitioner is legally required to disclose personal information without the patient’s consent. Examples of these situations include (but are not limited to):

5.3 Express Consent (Disclosures to all other third parties)

5.3.1 The patient’s express consent (oral or written) is required before we will disclose personal information to third parties for any purpose other than to provide care or unless authorized to do so by law.

5.3.2 Examples of situations that involve disclosures to third parties include (but are not limited to): third party medical examinations provision of charts or chart summaries to insurance companies letters to lawyers

5.4 Withdrawal of consent

5.4.1 Patients have the option to withdraw consent to have their information shared with other health providers at any time.

5.4.2 Patients also have the option to withdraw consent to have their information shared with third parties.

5.4.3 If a patient chooses to withdraw their consent, the physician will discuss any significant consequences that might result with respect to their care and treatment (e.g., possible negative impact on the care provided).

Office Safeguards

6. Security measures

6.1 Safeguards are in place to protect the security of patient information.

6.2 These safeguards include a combination of physical, technological (for offices where computers are in use) and administrative security measures.

6.2.1 We use the following physical safeguards limited access to office authorized access only limited access to records need to know basis password protected electronic records office layout/features soundproofing and/or white noise to ensure confidentiality

6.2.2 We use the following

6.2.3 We use the following

7. Communications policy

7.1 We are sensitive to the privacy of personal information and this is reflected in how we communicate with our patients, others involved in their care and all third parties.

7.2 We protect personal information regardless of the format.

7.3 We use specific procedures to communicate personal information by 7.3.1

Telephone – no audible playback of voice messages in office


Fax – our fax machine is located in a secure or supervised area (restricted public access)


Email – firewall and virus scanning software is in place to mitigate against unauthorized modification, loss, access or disclosure


Post/Courier – addressed to the authorized recipient

8. Record retention

8.1 We retain patient records as required by law and professional regulations (please refer to your College guidelines).

8.2 The Canadian Medical Protective Association (CMPA) advises members to retain their medical records for at least 10 years from the date of last entry or, in the case of minors, 10 years from the time the patient would have reached the age of majority (age 18 or 19 in all jurisdictions).

9. Procedures for secure disposal/destruction of personal information

9.1 When information is no longer required, it is destroyed or retained according to set procedures that govern the storage and destruction of personal information (please refer to your College guidelines).

9.1.1 We use the following methods to destroy/dispose of paper records shredding

9.1.2 We use the following methods to destroy/dispose of electronic records

Patient Rights

10. Access to information

10.1 Patients have the right to access their record in a timely manner.

10.2 Access shall only be provided upon approval of the physician.

10.3 Patients can submit access requests

10.4 This office follows specific procedures to respond to patient access requests

11. Limitations on access

11.1 In extremely limited circumstances the patient may be denied access to their records, but only if providing access would create a risk to that patient or to another person.

11.1.1 For example, when the information could reasonably be expected to seriously endanger the mental or physical health or safety of the individual making the request or another person.

11.1.2 Or if the disclosure would reveal personal information about another person who has not consented to the disclosure. In this case, we will do our best to separate out this information and disclose only what is appropriate.

12. Accuracy of information

12.1 We make every effort to ensure that all patient information is recorded accurately.

12.2 If an inaccuracy is noted, the patient can request changes in their own record, and this request is documented by an annotation in the record.

12.3 No notation shall be made without the approval or authorization of the physician.

13. Privacy and Access Complaints

13.1 It is important to us that our privacy policies and practices address patient concerns and respond to patient needs.

13.2 A patient who believes that this office has not responded to their access request or handled their personal information in a reasonable manner is encouraged to address their concerns first with their doctor.