Waves Family Medicine Patient Policy

To our patients,

We would like to make you aware of the clinic policies and procedures. Please don't hesitate to speak with one of us at your next appointment if you have any questions or concerns.

Rostering

You will need to complete a short form to enroll as a rostered patient of our practice. This enables us to provide more options for access to care.

Office hours

These will vary on a week-to-week basis as we provide comprehensive family medicine which involves hospital care, palliative care, and home visits where appropriate.

Virtual visits

  • We will be conducting virtual visits through telephone as well as video chats.

  • Ensure your phone allows for calls from blocked/private numbers.

  • Our no-show policy applies if we make 2 attempts to contact you during your appointment time and are unable to reach you.

  • Please be ready in a quiet area with good reception 10 minutes prior to your appointment time.

  • Do not operate a vehicle during your appointment.

Code of conduct

  • We work hard as a team to provide you with high quality care.

  • There is a ZERO tolerance policy at the clinic for abuse or disrespect aimed at any physician or staff member. Inappropriate behaviour, profanity, or aggression will result in immediate dismissal from the practice.

  • We are happy to receive respectful communication about any concerns or issues you notice.

  • Inform the clinic of any cough/fever/flu/cold/vomiting symptoms when booking an appointment. If an in-person appointment is needed we will book these appointments in a fashion that reduces exposure to other patients.

  • Modifying any prescriptions, requisitions, or other medical documents is fraud.

Clinic atmosphere

  • We aim to offer a respectful environment free of discrimination. We ask that you please be respectful of others' privacy and space during your wait and appointment.

  • Masks are recommended for all in-person appointments for the foreseeable future for all persons entering the clinic greater than 2 years old. Masks are required for any patient with active respiratory symptoms.

  • We encourage active travel (walking, biking) to our appointments and will do our best to support this.

  • Breastfeeding is welcome anywhere on the premises.

  • You will be offered a chaperone for exams of intimate areas, and we encourage you to let us know if there are additional ways we can make you feel more comfortable.

Appointment booking

  • Please see our Appointments page for details on how to book with us.

  • If your family physician is away you may be offered an appointment with another Waves physician if available, or may access the after-hours clinic to see a physician for urgent issues.

  • We also offer online booking for non-urgent appointments. These appointments must be confirmed by our reception after they've been selected in the online system and may be adjusted.

  • To help us schedule appropriately, please give the reception as much information as possible about your visit — if there are multiple issues you would like to address, please inform reception of all issues.

Why is my doctor running late?

  • We do our best to stay on schedule, knowing that unexpected issues can arise at any moment that require the physician’s attention. You can help us keep the clinic running on time by arriving at the office 10 minutes prior to your appointment.

  • To help us schedule appropriately, please give the reception as much information as possible about your visit — if there are multiple issues you would like to address, please inform reception of all issues.

  • We also provide care in hospital, at home, and in long term care, so unforeseen issues may come up that take us away from the office. We will do our best to reschedule.

After Hours Clinic

  • These visits are for urgent issues that occur outside of regular office hours.

  • Monday to Thursday 5:00 pm to 8:00 pm, Saturday 9:00 am to 12:00 pm   

  • Appointments are held at the Remedy’s Rx Pharamacy in Midland, 619 Prospect Blvd.

  • Call our clinic to book: 705-355-WAVE (9283).

Late arrivals

  • We recommend planning to arrive at least 10 minutes prior to your appointment time to allow for parking & check-procedures with staff.

  • We recognize that unforeseen issues may arise that delay your arrival for your appointments. Where possible, we will accommodate late arrivals, especially if advance notice is given.

  • We value your time and as such, we make every effort to keep our schedule running efficiently. Please be aware that you may be asked to rebook your appointment if you arrive more than halfway through your scheduled visit.

Missed appointments

If you do not attend your appointment (whether virtual or in-person) and do not notify us that you would like to cancel at least 12 hours in advance, there will be a charge as this prevents access for other patients. Missed appointments with the doctors and/or nurse are subject to the following fees:

  • $10.00 fee for missed 10 minute appointment

  • $20.00 fee for missed 20 minute appointment

  • $30.00 fee for missed 30 minute appointment

  • $40.00 fee for missed 40 minute appointment

Missed appointment fees will be applied directly to your file. If you would like to rebook your appointment, please call to reschedule.

Repeated missed appointments can result in your removal from the practice.

Controlled substances

(e.g. Opioids: tylenol 3, morphine, hydromorphone, tramadol, percocet, fentanyl, oxycodone; Benzodiazepines: lorazepam, clonazepam, oxazepam, diazepam; Stimulants: ritalin, concerta, vyvanse, adderall, biphentin)

  • If you are taking these medications, be aware that random urine drug screens will be performed as per recommendations from the College of Physicians and Surgeons of Ontario. Refusal to provide a sample when requested may result in discontinuation of your prescription.

  • All prescriptions for controlled substances will be faxed directly to your pharmacy.

Communication

  • We believe that every result should be communicated to a patient. If you do not hear back from us about the result of a test (usually under 1 week for bloodwork and under 2 weeks for x-ray/CT scan/MRI scan) please reach out to us to ensure your result was received.

  • Please inform us OR contact the specialist’s office if a referral was sent and you have not heard back within 4 weeks.

  • We encourage you to create a Medeo account so that we can communicate normal or non-complicated issues to you electronically.

Teaching

  • You will regularly encounter Family Medicine resident physicians and medical students in our practice that will be involved in providing your care. They review all cases with the supervising physician. They are capable of different levels of responsibility.

  • If you have any feedback about our learners, it is greatly appreciated.

Services not covered by OHIP

  • Forms (driver's medical, travel forms, sports/job clearance, records requests, insurance documents)

    • You will generally be asked to book a clinic visit to have these completed so that we can ensure we have up to date information. We understand that the extra cost may be difficult for some patients. If this is the case, please speak with your physician about this.

  • Work notes

  • Visits or procedures done for cosmetic reasons

  • Wart treatment (other than to feet/genital area)

  • Ear flushing

  • Certain immunizations

  • Letters for insurance coverage (massage, physiotherapy, chiropractic, etc.)