• You can expect our staff, physicians, and nurse practitioners to be courteous and respectful to you at all times. Our staff and providers in turn are entitled to the same courtesy and respect.

• We have a zero tolerance policy for any verbal or physical abuse - whether in person, on the phone, or via email / text.

• *This includes disruptive behaviour, inappropriate actions, language or comments, aggression, intimidation, or any infringement on the dignity or respect of any person.

• Any verbal or physical abuse may result in a warning, dismissal from receiving care at this clinic, police involvement or legal action if necessary.

All patient information is privileged and private.

• You can expect all of our physicians, nurse practitioners and staff to uphold their duty of confidentiality to protect your privacy and that of all our patients

• Patient information cannot be released to anyone unless we have the patient’s explicit consent or there is a legal representation agreement or power of attorney in place.

• This includes family members and parents of children who are considered “mature minors” by the physician as capable of making their own relevant healthcare decisions

• Our clinic staff are not permitted to discuss medical results or provide any medical advice over the phone, by fax, or by email, unless under direct instruction from a physician or nurse practitioner.

• Instead, they will be happy to book you in with a doctor or nurse practitioner to discuss your concerns.

**24 hours notice is required for any appointment changes or cancellations**

• Late cancellations, no-shows, or late arrivals result in a missed opportunity of care for yourself, administrative burden to our staff and providers, and take an appointment slot away from another patient that could have used this time to address their medical concerns.

• A “no-show / late cancellation” fee will apply if the minimum notice time is not met.