CLINIC POLICIES

Updated December 2018

     At Keystone Medical, we provide comprehensive, compassionate care to patients of all ages. We understand that each and every one of our patients has unique needs and concerns regarding their health and care. It is our goal to provide the best possible healthcare and service. When you call our clinic to book an appointment, we will be asking you specific, detailed questions regarding the nature of your appointment with the doctor. We want to make sure that we are allocating the proper amount of time to fully address your needs and to respect the time of both patient and doctor. In order for us to keep our clinic running smoothly and effectively, we ask that you familiarize yourself with the following guidelines:

 

booking appointments


Call the clinic at 905-793-8443, or email the clinic at keystonefamilymed@gmail.com, anytime to book appointments with the doctor. If we are unable to take your call, please leave us a voicemail message and we will return your call as soon as possible. Please do not send urgent requests to our clinic by email. If you have a medical emergency, please call 911 or go to your nearest hospital emergency room.

 

email communication


Please do not send urgent requests to our clinic by email. Our clinic email account is monitored on business days only (days when the clinic is open). Please allow 2 business days for our team to address your concerns and respond to your email. You will be asked to fill out and sign a consent form which authorizes our mutual communication by email and outlines the inherent risks associated with communicating your private health information via email.

 

arriving for appointments


Please arrive at least 10 minutes early for your appointment and present your valid health card at every visit. This will allow us to process paperwork, assess vitals, and streamline your visit. You may be asked to fill out a questionnaire to confirm the reason(s) for your appointment. Please be advised that the doctor may not be able to address all of your concerns in any one visit. Multiple issues and more complex issues may require you to come and visit the doctor more frequently in order to adequately address your needs.

 

presenting your health card


Please bring your valid provincial health card to every visit. If your health card is lost or expired, you will be required to provide a deposit before your visit ($40 and up, depending on the nature of the visit). This deposit is refundable within 2 weeks of your visit; if we do not receive your updated health card information within 2 weeks of your visit with the doctor, your deposit will not be refunded.

 

standard appointments


Standard appointments address one major concern or two minor concerns. Please inform us of exactly what you wish to discuss with the doctor so that we may allocate the appropriate amount of time for your visit.

Major concern examples – blood pressure, diabetes, lab results

Minor concerns examples – cold, medication refill, minor injuries

 

physicals


Please bring in any pre-operative paperwork, employment physical paperwork, or Ministry of Health correspondence (ie. Cancer Care Ontario letters, immunization requests, etc.) to ensure we are able to address all of your current needs.

 

pap tests


In certain circumstances, pap tests may be scheduled separately from your annual physical. Please inform us if you are on your period, or expect to be on your period on your appointment date, so that your pap test can be rescheduled.

 

counselling


Please inform us if you require counselling from the doctor. While specific details are not necessary, it is imperative that the doctor knows that you are coming in for a counselling visit in advance in order to appropriately address your needs. If a counselling issue comes up during a standard appointment, you will be rebooked for a separate counselling visit. Please note that counselling visits are structured appointments; no other medical issues will be addressed during a counselling visit.

 

urgent appointments


If you or a family member wakes up feeling sick or needs unexpected, non-critical medical attention, please call our clinic and we will do our best to accommodate your needs. Please be very specific with us about your issues and/or concerns so that we are able to provide you with the best advice possible. Sometimes, we may advise you to seek medical attention elsewhere, such as at a walk-in clinic, urgent care centre, or emergency room.

 

piggybacking appointments


We encourage couples and families to attend appointments together; it can be valuable to have another person present to provide insight and details. We do ask, however, that should another family member or friend have medical questions or concerns of their own, that they book their own separate appointment with the doctor. We respect your time and want to give all patients, including those scheduled before and after you, the same respect. Any issues brought up during another patient’s appointment will not be addressed by the doctor.

 

running late?


We respect everyone’s time and ask that you please advise us if you happen to be running late for your appointment. Depending on the clinic schedule that day, we may advise you to either come in anyway, or to reschedule. Please note that we do not double-book appointments, so if you show up in somebody else’s appointment slot, we may not be able to fit you in. If you arrive late for your appointment and did not call us in advance, you forfeit your appointment and will be charged a missed appointment fee.

 

missed & cancelled appointments


We understand that things come up in life and from time to time you may have to cancel your appointment. We require at least 24 hours of notice by phone or email if you need to cancel your appointment in order to avoid being charged. This will help us accommodate other patients in need of urgent care. If you miss an appointment without notifying us, or if you call to cancel an appointment without giving us ample notice, you will be charged a fee.

 

lab & imaging results


If you have had recent labs (blood, urine, etc.) or imaging (X-ray, ultrasound, etc.) completed, we will call you as soon as the doctor has reviewed your results. Depending on the nature of the testing, results can take anywhere from a few days to a few weeks to arrive at our clinic. Although most results will be ready for review sooner, please allow 1 month for us to receive, process, and review your results before contacting the clinic. If you wish to review your results with the doctor, please book a separate appointment specifically to review your results; the doctor may not be able to review your results if your appointment was scheduled for a different issue.

 

specialist referrals


The doctor is able to diagnose and treat a wide variety of medical concerns. More complex medical issues, and those requiring specialized testing, may warrant a specialist referral. Please allow 2 weeks for the doctor to process and complete a referral before contacting the clinic. Depending on the specialist, a few scenarios for appointment scheduling are possible:

i. Specialist contacts you directly with your appointment information – please advise us of your appointment date for our records

ii. Specialist contacts our clinic with your appointment information – we will contact you with your appointment information

iii. Specialist requires that you contact them to make an appointment – this is most common with physiotherapy clinics

If you need to change or cancel your specialist appointment, please contact the specialist’s office directly. Wait times to see a specialist can vary greatly (from a few weeks to several months) depending on the nature of the medical issue and the specialist’s availability.

 

prescription refills


In order to ensure that you do not experience any lapses in your medication regimen, please schedule your next appointment with us before your current prescription runs out. All prescription refills require an appointment in person with the doctor; regular follow-ups with you are imperative to ensure proper care. Faxed prescription refills are not covered by OHIP and as such are subject to a fee. Certain medications are controlled substances and cannot be refilled under any circumstance without an appointment in person with the doctor.

 

non-ohip insured services


Most standard medical care is covered by OHIP. However, in the following circumstances, fees apply:

  • Missing / expired health card

  • Missed appointments

  • Fax / telephone prescription refills

  • Email / telephone / OTN video consults

  • Work / school notes

  • Insurance letters

  • Driver / Insurance physicals with paperwork

  • Insurance paperwork

  • Skin tag removal - surgical

  • Skin tag / wart cryotherapy (foot / gential covered by OHIP)

  • Other cosmetic procedures

  • Paper / email chart copies

Patients are required to pay for uninsured services performed by the doctor or the administrative staff at the time that the service is performed. Any services performed without the patient present will require pre-payment before the service is performed.

Please contact the clinic for pricing information for uninsured services.

 

keystone care+ packages


Patients who would like to take advantage of uninsured services offered by the doctor may consider signing up for one of our Keystone Care+ packages. These packages are ideal for patients who:

  • Utilize non-OHIP insured services on a regular basis

  • Commute long distances for an appointment with the doctor

  • Travel for extended periods and want access to their family doctor

As with all uninsured services, patients will be required to pay for Care+ packages before any uninsured service will be performed.

Please contact the clinic for more information about Keystone Care+ packages.

 

previous medical records


We will make every effort to secure copies of your medical documents from previous healthcare providers at no charge to you. Some providers, however, may charge a fee for providing this service to us. If you provide us with hard copies of your medical records, we will return these to you as soon as we have added them to your electronic chart. Please request these from the front desk.

 

courtesy & respect


Everybody at Keystone Medical, from patients to staff, are human beings and deserve to be treated kindly and respectfully. Disrespectful behaviour and rudeness will not be tolerated under any circumstances. Please help us keep our clinic environment positive, friendly, and professional.

 

We are honoured to be able to serve you and your family. Please let us know if you have any further questions or concerns. We are happy to help!