OFFICE POLICIES

Office Policies

Prescription Renewals – Managing prescriptions are the responsibility of the patient NOT the physician or staff. Refills will be done only during an office visit and will not be refilled without an appointment or fax (pharmacy authorization). It is recommended that you schedule appointments well in advance (30days) of requiring a refill in order to avoid running out of medication(s).

Prescriptions requiring a triplicate form (e.g. controlled substances such as narcotics, ADHD/ADD meds, etc) can ONLY be filled by your doctor.

We recognize there are always exceptional circumstances and accommodations outside of this is at the discretion of the physician and there may be an associated fee.

Non-MSI Insured Fees – MSI covers most standard medical care. However, there are some circumstances in which the patient may be charged including: forms, some physicals (e.g. employment, driver’s, school applications), liquid nitrogen treatment, ear syringing, chart copies, non-publicly funded vaccines, procedures (e.g. mole/toenail removal, cysts), immunization records, doctor’s notes, chart transfers, and travel advice. Payment for these services is due on the same day the service is provided. Payment options include cash, debit or cheque.

Appointment Cancellation - Please provide at least 24 hours notice where possible, to allow us time to offer the appointment to another patient. You can leave a message on the cancellation line 24/7 by calling the office at 861-2237, press 5.

Arriving Late - Please advise the clinic if you are going to be late for your appointment. If you are more than 10 minutes late, depending on our clinic schedule for the day, your appointment may need to be re-scheduled.

Missed Appointments - If you miss an appointment without notifying us, you will be charged a ‘no show’ fee. The fee is $50 for a standard appointment and $100 for a double appointment.

Office staff are unable to call or send reminders for appointments, this is your responsibility.

Please be aware that 3 'no show' appointments are grounds for dismissal from the practice.

Respectful Behavior - Rude, harassing, or aggressive conduct towards anyone in the clinic will not be tolerated and is grounds for dismissal from the practice. If you experience rude or aggressive conduct from anyone in the clinic, ask to speak with the Clinic Manager.

Piggybacking appointments – bringing a family member to appointments is encouraged based on patient need and preference. However, if the family member has medical concerns of their own (e.g. prescription renewal), they require a separate appointment.

Form completion - (such as employment, insurance, tax, school/camp registration). Please fill out your portion of the forms and don’t forget to sign where appropriate before providing this to your doctor. Certain forms may require an office visit. DO NOT DROP OFF OR EMAIL A FORM TO THE OFFICE WITHOUT DISCUSSING IT FIRST WITH YOUR PHYSICIAN.

Each physician has a different turn around time for completion of forms, and this often varies depending the complexity of the request. There is a MINIMUM of 2wks required. We will call you when the form is ready to be picked up. Fees associated with the form are to be paid at the time it is picked up or before being faxed/emailed. Fees vary based on physician and complexity of the documentation requested.

Test Results – all test results are reviewed by the doctor; patients will be called for a follow-up visit only as needed. You are welcome to book an appointment to review any test results with your doctor.

Referrals – referrals to both physician specialists and allied health care professionals (e.g. physiotherapy, massage therapy, chiropractor, orthotics, annual renewals of same for insurance purposes, etc) require a visit with your family physician.

Patient Rights and Responsibilities

Patient Rights

You have the right to:

Be treated with respect and kindness.
Have all of your health information kept private and confidential in accordance with the law.
Access medical care without fear of discrimination against age, race, disability, sexual orientation, gender or nation origin.
Expect that your health care provider will share important information about your treatment,etc. so you can receive the best care.
Make decisions about your care.
Receive information in a way that is easy for you to understand.
Know the names and roles of the people involved in your care.
Authorize or refuse any treatments based on risk, alternatives and benefits, unless you are deemed incompetent, and as long as your choice will not cause harm to others.
Be advised if there are students participating in your care, under supervision, and that you may refuse to have the student participate in your care if you wish.
Be advised of the services and related fees not covered by MSI that you will have to pay.
Be listened to carefully and respectfully in regards to your concern

Patient Responsibilities

You are expected to :

Be polite and show respect to doctors, nurses, staff and other patients.
Respect the privacy of the staff, doctors and other patients.
Keep your contact information up to date, and provide an emergency contact person.
Make sure to keep your appointments, or offer 24 hours advance notice of cancellation. Failure to do so will result in a missed appointment fee.
Give honest and accurate information to your doctor to help them care for you.
Follow and understand your plan of care to the best of your abilities.
Act in a responsible and safe way, and respect clinic property.
Be responsible for all expenses not covered by MSI.
Understand that your doctor cares for many individuals and families , and sometimes the needs of others are more urgent than your own.

Frequently Asked Questions

FAQ

Why does the Receptionist ask me the reason for booking an appointment?

Staff will ask this question to assist your physician in being ready for your appointment. It will ensure that you are being booked at a time that the doctor can adequately address your concern and will ensure that you are booked for an appropriate appointment length.

How do I manage my medication refills?

Medication refills require an appointment with your doctor and we recommend you call to book an appointment at least 2-3 weeks before you will be running out of a prescription.

You must book an appointment with your own physician in order to renew any controlled medications including narcotics and ADHD/ADD medications. No other physician can renew these. Be sure to book your appointment for a refill well in advance. You can even book the next appointment on the way out of the office.

If you are going to run out of medication before your appointment, here are some options:

Book the next available appointment, then call your pharmacy to discuss the possibility of obtaining enough medication to get you through to that appointment.
Call your pharmacy and discuss your eligibility for a 1 month 'Continuing Care Loan' - this may be issued but on a one time only basis. When you receive this loan, remember to call the clinic immediately and book an appointment for your next refill.
Visit a walk-in clinic.
Your doctor may, on an exception basis, refill your med, without a visit, but on a one-time-only basis. There is a $15 charge for this service.

I have multiple medical issues to talk to the doctor about, do I need more than one appointment?

In the interest of your health, we recommend you book appointments as medical concerns arise as opposed to waiting. One appointment time is only long enough to address 1 concern or 2 quick concerns. Our office staff cannot book you extra time to cover multiple medical issues and 2 appointments in one day are not permitted. Your doctor will address the most important concerns first and may advise you to book another appointment to discuss your other concerns.

Why am I being charged for a missed appointment or appointments cancelled on the same day?

When we have scheduled an appointment for you, that appointment time becomes unavailable for other patients who may need to see their doctor that day. The fee covers the cost of your doctor being available to see you and not being able to schedule another patient.

How do I get my medical results?

You are welcome to schedule an appointment with your doctor to review medical results. If there are some abnormal results or your doctor wants you to come in and discuss them further, you will receive a call from the clinic. If the results come back normal, you will not be notified unless your doctor has specifically said they will let you know.

Can I bring my family members to my appointment if they also need to be seen?

Your scheduled appointment time does not provide sufficient time to address the needs of other family members. Please book a separate appointment for all who need to be seen.

Will I be notified about specialist or medical testing appointments?

If your doctor has sent a referral to a specialist, our office will notify you once we have received a confirmed date for your appointment. There are some specialist offices that contact the patient directly. If we are unable to reach you, we will leave a phone message asking you to call for the appointment details. The details will not be left on the answering machine or with a family member unless you have directed us to do so.

Why do I have to pay for some services offered by my doctor?

Nova Scotia Medical Services Insurance (MSI) covers most services offered by your doctor. When your doctor provides you these services, they can submit claims to MSI and then will be paid in return. However, some services and materials are not covered by MSI. Doctors have the right to charge patients a fee for these services. Common uninsured services include: completion of forms, medication refill without an appointment, third party physicals, certain medical supplies (e.g. liquid nitrogen, sutures, freezing for procedures), ear syringing, non publicly funded vaccines, transfer of medical charts, and missed appointments. You will be advised of the fee at the time you book your appointment.

Who is eligible for the annual flu vaccine?

The Influenza vaccine is publicly funded and recommended for all Nova Scotians, aged 6 months and older. It is strongly recommended for all those how are at high-risk of influenza related complications and for those who care for them. The vaccine is offered free of charge.