Choose your doctor as your primary physician. Identify your primary care physician when visiting any healthcare provider or the emergency room. Refrain from having another physician or utilizing walk-in clinics as your regular source of care (violation may result in dismissal from the practice). Respect your doctor’s medical assessment and opinion. Treat clinic staff with respect and refrain from any form of verbal or physical aggression (violation may result in immediate dismissal from the practice).

Standard appointments are 10-15 minutes, depending on the nature of the visit. A discussion limit of 1 medical concern is allocated per appointment. For additional medical issues, please schedule separate appointments. If you have multiple concerns, your doctor may prioritize them during the appointment and schedule follow-up visits for unresolved issues. Patients are limited to one appointment per day; the clinic reserves the right to cancel any additional appointments scheduled for the same day. Please provide the clinic with the reason(s) for your visit whenever possible to allow for appropriate scheduling. Urgent matters, such as acute infections or minor injuries, may qualify for same or next business day appointments. Prescription refill requests do not fall under urgent visits. Prescription refills requested by pharmacies without an appointment will not be accepted. Appointments can be scheduled online or by contacting the clinic during office hours. Emails are typically not accepted methods of communication for scheduling appointments.

For virtual visits, your doctor may contact you within +/- 60 minutes of the scheduled appointment time. Your doctor will attempt to reach you twice for virtual appointments. Please adjust your phone settings to accommodate calls from unknown numbers. Failure to answer after two attempts will be considered a missed appointment.

Please cancel appointments at least 48 hours in advance. Notify the clinic by phone if you anticipate being late for your appointment. While efforts will be made to accommodate you, tardiness may result in a missed appointment, especially if exceeding 15 minutes. Missed appointments, no-shows, or late cancellations will incur an out-of-pocket fee.

Office hours are subject to change. Please refer to our website or contact the office for the most current information For all medical emergencies during and outside of clinic hours, please proceed to the nearest Emergency Department

Your medical records are securely stored in compliance with BC’s Personal Health Information Act, with your doctor serving as the custodian You may request a copy of your medical records at any time, with applicable fees outlined in Appendix A Implied consent is granted for the sharing of pertinent medical information when requesting specialist referrals Medical information will not be shared with third parties without your explicit written consent Records are retained for 16 years from the date of last entry or from the age of majority whichever is later

Communication with the clinic may occur via phone, email, or secure messages. By consenting, you acknowledge the potential risks and limitations of electronic communication. Limited services are available via Email communication. Emails sent to the clinic may not be responded to.

Some services are not covered by the provincial Medical Services Plan (MSP). Service fees will be disclosed prior to service delivery Common uninsured services include complete physicals for asymptomatic individuals, sick notes, chart transfers, cosmetic procedures, and others Payment for uninsured services is expected upon arrival at the next appointment Repeated failure to pay may result in dismissal from the practice

For security purposes, a security camera is installed in the waiting area only Recording encounters without prior consent is discouraged and may lead to immediate dismissal from the practice.

Your doctor adheres to CPSBC policies regarding the prescription of opioids and sedative medications, with safety as a primary concern Long-term prescribing of opioids requires a formal Opioid Treatment Agreement, which may include measures such as random urine drug screening and restriction to a single prescribing physician and pharmacy Breach of the Opioid Treatment Agreement will result in termination of opioid prescribing and possible termination of therapeutic relationship

Your doctor may only be proficient medicolegally in English only. Please arrange for your interpreter if needed The clinic does not provide translating services. Patients are responsible for arranging their own interpreters or translators. Interpreters and translators must be at least 18 years of age The clinic reserves the right to cancel or reschedule any appointments if the patient is unable to effectively communicate with the doctor due to language and may result in a late cancellation fee

Our clinic occasionally works with locum physicians to ensure continuous care. As a result, you may be seen by a locum rather than your regular attending family physician. Our locum physicians are fully qualified and will have access to your medical records to provide the best possible care during your visit.Our clinic occasionally works with locum physicians to ensure continuous care. As a result, you may be seen by a locum rather than your regular attending family physician. Our locum physicians are fully qualified and will have access to your medical records to provide the best possible care during your visit.

Our clinic is a teaching facility affiliated with the UBC Faculty of Medicine, where we provide educational opportunities for medical students and resident physicians. By agreeing to be a patient at our clinic, you understand that you may be seen by resident physicians who are supervised by experienced attending physicians. These residents are in the advanced stages of their medical training. Patient care provided by resident physicians is done with the intent to support their education, and they have access to your medical records for this purpose, ensuring continuity and quality of care.

The patient-doctor relationship may end due to various reasons. CPSBC lists examples of situations where ending the patient-registrant relationship are warranted: Patient exhibits threatening or abusive behaviour towards the registrant or their medical office staff, including behaviour or comments of a sexualized or racist nature; as employers, registrants have a legal obligation to make reasonable efforts to ensure that their employees are afforded a harassment-free workplace Patient poses a risk of harm to the registrant or their medical office staff Patient makes an unambiguous declaration of non-confidence in the registrant; where a patient’s behaviour makes it clear that the practice is not being utilized as a primary care home by (for example) repeatedly attending at other clinics unnecessarily Patient has repeatedly failed to pay for services after multiple discussions Patient moves to another community making required in-person assessments impracticable Your doctor will provide a 90-day advance notice in compliance with CPSBC requirements. After termination, emergency care may be provided for up to 30 days, unless dismissal is due to safety concerns.