F.A.M.Y Medical – Clinic Policies

1. Booking and Cancellation Policy

– Appointments may be booked by phone only (online booking coming soon).
– Please leave a detailed voicemail including your full name, phone number, the name of your family doctor, and a brief description of your medical concern.
– All visits must be pre-booked via phone. Walk-ins are NOT accepted.
– Same-day appointments must be booked by phone and become available after 9:00 a.m. on a first-come, first-served basis.
– Please arrive 5–10 minutes before your appointment tob be checked-in.
– Patients arriving more than 5 minutes late may be marked as a “no-show.”

No-Show & Late Arrival:
– Missed appointments or cancellations with less than one business day’s notice will result in a $100–$150 fee.
– Recurrent missed or late appointments may result in dismissal.

If You’re Running Late:
– If delayed due to traffic or unforeseen circumstances, leave a voicemail and we will try to accommodate you when possible.

2. Outside Use Policy

– Your care is best managed when all medical visits are coordinated through your Family Physician.
– Outside providers often do not send us records, increasing the risk of errors.

Ministry of Health Impact:
– When you visit a walk-in clinic, the Ministry charges your family physician.
– This occurs even though your family physician was not involved in your care.
– Please contact F.A.M.Y Medical first for all non-emergency concerns.

Access to Care:
– Same-day appointments (after 9:00 a.m.) and After-Hours Clinic visits are available.
– After-Hours notes are shared with your Family Physician.

Emergency Visits:
– Emergency department visits are appropriate for urgent issues and do not affect your patient status.

Repeated non-urgent walk-in use may result in discharge.

3. Medication Renewal Policy

– Medication renewals without a visit are not covered by OHIP.
– F.A.M.Y Medical provides free renewals when your pharmacy sends the request directly.

Processing Times:
– Routine renewals are processed once per week.
– Please allow 1–2 weeks for completion.
– Request renewals 2–3 weeks before running out.

Rush Requests: 24-hour rush renewals require a $25 fee.

Physician Discretion:
– Renewals may be declined if an assessment is required; an in-person or virtual appointment may be necessary.

4. Controlled Substances Policy

– Controlled substances include opioids, benzodiazepines, stimulants, and certain sleep medications.
– These medications carry risk and require close monitoring.

Controlled Substances Agreement:
– Patients must sign an agreement outlining safe use and follow-up expectations.

Prescribing Rules:
– Controlled substances are prescribed only by your Family Physician at F.A.M.Y Medical.
– They must not be obtained elsewhere unless approved.
– Renewals cannot be done by fax or pharmacy requests; appointments are required.

Monitoring:
– Monitoring may include urine drug screens and Narcotics Monitoring System review.
– Non-compliance may result in tapering, discontinuation, or termination of care.

5. Harassment Policy

– F.A.M.Y Medical maintains a zero-tolerance policy for harassment, abuse, or inappropriate behaviour.

Prohibited Conduct:
– Yelling, swearing, aggressive language
– Threats or intimidation
– Physical aggression or unwanted contact
– Sexual harassment or inappropriate comments
– Discriminatory remarks

Enforcement:
–Incidents may result in immediate dismissal and may be reported to authorities.

6. AI-Scribe Documentation Policy

– F.A.M.Y Medical uses AI-Scribe to assist with accurate medical documentation.
– With consent, AI-Scribe may transcribe parts of the visit in real time.
– AI-Scribe does not diagnose or make clinical decisions.

Privacy:
– Complies with PHIPA.
– AI-Scribe does not record or store audio.
– Only physicians and authorized staff access completed notes.
– All notes are reviewed and approved by your physician.

Choice: Patients may decline AI-Scribe at any time without impact on care.

7. Uninsured Services

– Certain services are not covered by OHIP and require out-of-pocket payment.

Common Uninsured Services:
– Sick notes
– Insurance or employment forms
– Driver’s medical forms
– Medical record transfers
– Prescription renewals without an appointment
– Rush prescription renewals (24 hours): $25
– Cosmetic/elective procedures

Payment:  Payment is required at the time of service (cash or e-transfer).

8. Third-Party Medical Reports

– Third-party reports (insurance, employer, legal, government) are not covered by OHIP.
– Completion time is typically 30–45 days. We strive to complete requests as soon as possible.
– Fees must be paid before completion.

9. Medical Learners / Teaching Practice Policy

– F.A.M.Y Medical is a teaching practice with supervised Medical Students and Resident Physicians.

Medical Students:
– Students do not practice independently and are fully supervised.

Resident Physicians:
– Residents are licensed doctors in training and may assess patients independently.
– All care is reviewed by your Family Physician.

Learner Participation:
– You may request not to have a learner involved, and we will accommodate when possible.