We are not accepting new patients at this time
1. Clinic Purpose & Philosophy
Our clinic is dedicated to providing accessible, continuous, and comprehensive family medicine for individuals and families in the qathet region. We are committed to providing patient-centred, inclusive, and culturally safe care., and to supporting the long-term health of our community.
2. Appointment Policy
Booking Appointments
3. Cancellation & No-Show Policy
4. Prescription Renewal Policy
5. Test Results
6. Referrals to Specialists
7. Forms, Paperwork & Insurance Requests
8. After-Hours Care
9. Zero-Tolerance Policy
We maintain a zero-tolerance environment for:
10. Patient Behaviour & Responsibilities
Patients are expected to:
11. Privacy & Confidentiality (PIPA Compliant)
Our clinic follows the BC Personal Information Protection Act (PIPA).
12. Patient Rostering / Attachment
13. Clinic Communication
14. Medical Students & Residents
15. Transfers & Ending the Patient-Doctor Relationship
A patient-physician relationship may be ended if:
1. Clinic Purpose & Philosophy
Our clinic is dedicated to providing accessible, continuous, and comprehensive family medicine for individuals and families in the qathet region. We are committed to providing patient-centred, inclusive, and culturally safe care., and to supporting the long-term health of our community.
2. Appointment Policy
Booking Appointments
- Appointments can be booked by phone.
- Each physician works to have same-day appointments, which are reserved for more urgent issues (ie. not routine issues such as prescription refills).
- Please inform reception of the main reason for your visit so we can schedule appropriately.
- Average office visits are 15 minutes long. We may not be able to address all your concerns in one visit, in which case a follow-up appointment(s) may be needed.
- We try to limit our waiting room time, but please understand providing medical care does not always follow a schedule and our physicians have multiple responsibilities.
- Phone or video appointments are available when clinically appropriate. In-person assessments may still be required at your doctor’s discretion.
3. Cancellation & No-Show Policy
- Please cancel or reschedule at least 24 hours in advance when possible. If something arises within 24hrs requiring cancellation please let our staff know ASAP so we can make space for other patients.
- Missed appointments without notice may result in a no-show fee
- Multiple missed appointments may result in discharge from the practice
4. Prescription Renewal Policy
- We do not provide prescription renewals by email, text or direct from the pharmacy
- Please ensure appointments are booked well before you are expected to run out of medication - these appointments are an opportunity to review your health issue and response to treatment
5. Test Results
- Please ensure you follow up on results of tests done
- While we endeavour to contact patients when abnormal results occur, it is your responsibility to follow up for results of testing.
- We generally do not contact patients with normal results
- Many of your results are available through the BC Health Gateway
6. Referrals to Specialists
- Specialist referrals are made based on clinical need.
- Wait times vary and are outside our clinic’s control
- The specialist’s office will contact you directly to book an appointment
7. Forms, Paperwork & Insurance Requests
- Most forms (e.g., disability tax credit, camp forms, insurance/medical certificates) require a dedicated appointment
- Form fees, including routine drivers medical exams, are not covered by MSP and vary depending on the work required for a form
8. After-Hours Care
- For emergencies, call 911 or go directly to the qathet General Hospital Emergency Department
- For urgent concerns outside clinic hours, call 8-1-1 for HealthLink BC nursing advice
9. Zero-Tolerance Policy
We maintain a zero-tolerance environment for:
- Verbal abuse
- Threatening behaviour
- Harassment
- Discrimination of any kind
10. Patient Behaviour & Responsibilities
Patients are expected to:
- Treat staff with respect
- Arrive on time
- Bring current medication lists
- Provide accurate information and updates as much as possible (e.g., address/phone changes, medication issues etc.)
11. Privacy & Confidentiality (PIPA Compliant)
Our clinic follows the BC Personal Information Protection Act (PIPA).
- Your personal and medical information is kept confidential
- We do not release records without your written consent, except as required by law
- You may request access to your medical records at any time; fees may apply for copying and transfer of records
12. Patient Rostering / Attachment
- We use BC’s Longitudinal Family Physician (LFP) model, which supports continuous care with your attached physician
- Patients are expected to:
- Seek most of their primary care from their own doctor/clinic (or a locum physician for that doctor)
- Update contact information
- Attend regular follow-ups for chronic conditions
13. Clinic Communication
- We do not provide medical advice via email or social media, but may share summaries, handouts or other helpful information with your permission.
- Office email may be used for non-medical communication. If you share information with us via email, however, please understand that it is not a reliably secure method of communication
14. Medical Students & Residents
- Our clinic may teach medical learners from UBC and other programs
- You will be informed if a learner is involved in your care; you may decline without affecting your care
15. Transfers & Ending the Patient-Doctor Relationship
A patient-physician relationship may be ended if:
- There is repeated disrespect or abusive behaviour
- Repeated missed appointments
- Breakdown of trust preventing safe care
- Patient relocates outside the region
- We will provide urgent care for a reasonable period and facilitate transfer of records in this case
