Policies of the Clinic

Appointments and Clinic Hours

You must always call before coming to the clinic. All visits must be scheduled in advance, without exception.

The clinic is open for scheduled appointments Monday to Thursday from 9:00 a.m. to 5:00 p.m. and Friday from 9:00 a.m. to 4:00 p.m.

The clinic is open for urgent appointments from 5:00 to 8:00 p.m., Monday to Thursday, and from 9:00 a.m. to 12:00 noon on Saturday. You must always call before coming to the clinic for an urgent appointment.

It is important to inform the receptionist of the exact nature of your medical problem so as to properly schedule the length of your visit. Please bring your valid health insurance card and your medications to each appointment, as well as to each urgent visit to the clinic.

In most cases, you will obtain an appointment with your physician. If your physician is absent, however, or if the situation requires quick management, we will suggest an appointment with another physician or member of our medical team. Our medical team is composed of medical students, family medicine residents and one nurse practitioner. We will do everything possible to give you an appointment at your convenience. We will always try to see you at the time scheduled. Unfortunately, given the unpredictability of some medical problems, there could be some delays.

For all appointments, including the first appointment of a new patient, the annual exam, the infant exam, the prenatal follow-up and the diabetic follow-up, we ask you to arrive 15 minutes before your scheduled appointment so that the nurse may take your vital signs and obtain information pertinent to your visit.

Here is a non-exclusive list of the services for which you can see your physician:

Missed Appointments and Late Arrivals

When you make an appointment at the clinic, time is put aside for you. Missed appointments without a 48-hour notice will be charged directly to you at the Ontario Medical Association rate. Your appointment card will serve as a reminder if you make an appointment in person after a visit. Please make sure to take note of the appointment when scheduling it by telephone.

Please note that if you arrive more than 5 minutes late for your appointment, we will not be able to see you as planned.

Services Insured by Health Insurance

Services covered by the Ontario Health Insurance Plan will only be offered if a valid health card is presented at each visit. The Ontario government requires us to provide this information for each of your visits. Patients already registered, who do not have a valid health card, will be required to pay for services rendered and claim the expenses directly from their health insurance plan.

Non-Insured Services and Procedures

You will be billed for some services and procedures that are not covered by the Ontario Health Insurance Plan. A list of the noninsured services and corresponding fees may be found here.

Forms and Certificates

Certain circumstances require you to have a form or certificate completed by your health care provider. We reserve 30 business days, upon receipt, to complete and return these forms to you.

Prescription Renewal

Prescriptions must usually be renewed during an appointment. Before each visit, please make sure to check the number of remaining renewals for your prescriptions. We will ensure that there are a sufficient number of refills until your next visit for reevaluation of your medical condition. It is your responsibility to make an appointment before your drug prescription expires. If your pharmacy sends us a request for renewal, we reserve the right to bill for this service, unless there has been a mistake on our part. For ways to facilitate your renewals, we suggest you speak to your physician at your next visit to discuss alternative options.

Exam Results

Unfortunately, it is impossible to communicate the results to each patient regarding exams or analyses that are within normal limits. You will be informed of any important or abnormal results. We invite you to make an appointment to discuss any concerns regarding your results.

Services for ONTARIO Patients After Clinic Hours and on Statutory Holidays

We are a family health organization and we offer extended service hours. If the clinic is closed, a message will give you an emergency number to dial to reach Telehealth Ontario.

Telehealth Ontario is a free, confidential telephone service you can call to get health advice or general health information from a Registered Nurse. This service is available 24 hours a day, 7 days a week.

If your situation requires it, please go to the Emergency Department of the Montfort Hospital or of the nearest hospital. In order not to penalize our team, which provides you with essentially the same services, we ask that you not go to any other clinics (walk-in clinics).

Consultations With Specialists and Other Members of our Team

Referrals with specialists and other members of our team will be provided by your physician, if judged necessary, after discussion of your problem during a medical visit.

Patients wishing to be directed to a health professional or a specialist must make an appointment. Please inform your physician during the visit if you wish to be referred to a specific professional.

Any change request regarding a specialist after an appointment has been made will be billed at the rate of $30.00 for administrative fees incurred. If, one month after your request, an appointment with another professional of our team or with a specialist has not been confirmed, we ask that you please advise our clinic. Finally, when an appointment is missed, you are responsible for paying the fees imposed by the specialist according to their office policy.

Our Commitment to Your Privacy

Protecting patient privacy is not only the law, but it is an essential part of the Montfort Academic Family Heath Team’s commitment to treating our patients with dignity, compassion and social responsibility. We take steps to protect your personal health information from theft, loss and unauthorized access, copying, modification, use, disclosure and disposal.

We regularly conduct audits and investigations to monitor and manage our privacy obligations.

We take steps to ensure that everyone who performs services for us protects your privacy and only uses your personal health information for purposes to which you consent, or otherwise as permitted or required by law.

Collection of Personal Information

We collect personal health information under the authority of the Personal Health Information Protection Act, 2004 and other laws.

The personal health information that we collect may include, for example, your name, date of birth, address, health history, records of your visits to The Montfort Academic Family Health Team and the care you received during those visits.

As a general rule, we collect personal health information from you directly or from someone authorized by law to act on your behalf. We may collect it from others with your consent; if the collection is necessary for the provision of health care and it is not possible to collect it from you accurately or in a timely way; or for certain approved research purposes; or as authorized by law or by the Information and Privacy Commissioner/Ontario.

Use of Personal Health Information

In addition to using your personal health information to treat and care for you, the Montfort Academic Family Health Team may use it to:

Disclosures of Personal Health Information

Unless you tell us otherwise, we may disclose your personal health information to:

As permitted or required by the Personal Health Information Protection Act, 2004, we may also disclose your personal health information to:

Policy on Harassment

Harassment of a member of our staff, a physician or another client will not be tolerated at the clinic. Any behaviour judged to be aggressive or intimidating, infringing on the dignity or respect of a person, be it physically, verbally or in writing, could result in the termination of our therapeutic alliance and exclusion from the clinic.

Providing Feedback

In order to enhance your experience at our clinic, we welcome your comments. Please discuss any concerns with your physician. If you have a formal complaint, please submit it in writing to the Executive Director of the FHT so as to ensure an appropriate follow-up.