Frequently Asked Questions


Do I need an appointment?

As a policy, we do not accommodate walk-in patients, and request that you call first to make an appointment. We only service patients registered to our doctors who have a scheduled appointment.

How do I get my medication refilled?

Please call your pharmacy and have them fax your doctor the request.  Our doctors will look at the requests throughout the day and usually fax back the request by the end of the business day.  It may take up to 24 hours though so please be patient and do not wait until you are completely out of medication!  The doctor may also require you to make an appointment to review your medical information before renewing your prescription.

What if I can’t attend my appointment?

If you are unable to attend a scheduled appointment, please phone the office the day before to cancel. Other patients may need your appointment time. Please be considerate.

Will I be able to get an appointment today?

Our Front Desk Staff and Medical Secretaries manage a large number of phone calls that come into the office each day. Early morning and early afternoon are particularly busy times of the day, especially on Mondays or after holidays. If your phone call is not of an urgent nature, please try to call mid-morning or late afternoon for best access. If you have an acute condition and need to be seen, please call the office and our receptionists will do their best to give you an appointment for that day.

Why do the staff want to know my health concern?

In order to see your physician, you must make an appointment. It is necessary for our staff to ask questions regarding the nature of your visit in order to assess your needs and the urgency of your appointment as well as to book sufficient time for your health concerns. Our team members are trained to follow the policies provided by your physician.

Can I talk to my doctor on the phone?

Patients sometimes request to speak with their physicians by telephone. Throughout the day, your physician is busy caring for other patients, consulting with other physicians and providers and completing paperwork and does not have much available time during the day. Our team of nurses and support staff are trained to help you by taking messages for the physician and assisting as much as they can while the physician may not be available.

What if I need a doctor when the office is closed?

If you have a life threatening medical emergency please go to your nearest emergency room.

There is always a “Doctor On-Call.” If you call your doctor’s office After Hours and you require medical attention please call 905-577-4240.  You can also call Telehealth at 1-866-553-7205 to speak to a nurse. For continuity of care, we prefer that you do not use an After Hours Clinic or a Walk-In Clinic.


How do I let staff know I’ve arrived for my appointment?

Upon arrival for your appointment, please check in at the front desk with your health card. Our new site now has health card scanners right at front desk and you will be asked to swipe your own card as well as verify your contact information.  Please bring your health card to every visit.

Can my doctor fill out this form?

If you have any forms that you need the doctor to fill out, please make sure that all areas that pertain to you (e.g., name, health care number, address, etc.) are filled out before handing them in. Please note that there may be a charge for completion of the form.