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Practice Rules

Secure Messaging Guidelines:

We are committed to providing you with the best possible healthcare experience, including our secure messaging service. To optimise communication and care coordination, please review the following guidelines:

1. Purpose of Secure Messaging:

Our secure messaging service is designed for communication with our medical team. While it's a convenient way to manage certain aspects of your healthcare, it should not replace in-person or virtual visits for medical issues or emergencies.

2. Communication Hours:

We check messages twice daily on workdays - at the office's opening and closing times. The regular turnaround time for messages is the next business day.

3. Use Cases for Messaging:

Secure messaging is appropriate for requesting an urgent consultation, inquiring about test results and follow-ups, and requesting chronic medication refills and conversing about non-emergent conditions.

4. Online Booking as the Default:

For routine appointments, we encourage you to use our online booking system. Messaging should not be used to book regular appointments.

Urgent Appointment Requests:

If you need an urgent appointment and can't secure one online, please call us, and we will do our best to accommodate your request if possible. We will not entertain requests for routine or non-urgent appointments via messaging or phone calls as these types of appointments should be booked by yourself via


Professional Conduct:

We expect all communication to be respectful and professional. Inappropriate or disrespectful messages will not be tolerated.

Patient Chart and Profile Usage:

For parents of dependents, please send messages on your children's profiles, not yours, to avoid confusion in the electronic chart.

By using our secure messaging service, you acknowledge and agree to these rules of engagement, ensuring effective and focused communication on your health and well-being.

Non-Insured Services:

Even if you are insured under MSP or affiliated medical plans, some services provided by a doctor may not be covered. These non-insured services are billed directly to the patient. They include services like transfer of medical records, travel advice and immunisations, some de-insured procedures, forms, reports or letters, driver's medicals, and sick notes. 

Missed Appointments Policy:

To optimise our services and offer timely care to all patients, we kindly request that you keep your scheduled appointments or provide advance notice if you need to reschedule. To address missed appointments, we have implemented the following policy:

  • Single No-Show Grace Period: We understand that unforeseen circumstances can arise, so we allow each patient a single "no-show" without any financial penalty.

  • Financial Penalty for Subsequent No-Shows: After your first no-show, if you miss another scheduled appointment, a $100 fee will be billed to you.

  • Multiple No-Shows May Result in Transfer of Care: Patients who miss two or more appointments without prior cancellation may be advised to seek care elsewhere.

After Hours Urgent Medical Advice:

For emergencies, call 9-1-1 or visit the hospital Emergency Department.

If you have an urgent issue that requires medical care when our clinic is closed, you can now get that from the After Hours Care service.

When you call our clinic, you will be connected to the after-hours care service. A care team will assess your health concern and when appropriate, a family doctor will call you back. To support continuity of care, notes from your call will be added to your medical record and we will follow up when appropriate.

The after-hours care service is available evenings, weekends, and holidays when our clinic is closed, from 5:00 p.m. to 9:00 a.m. on weekdays and 24 hours on weekends and holidays. It provides our patients with urgent care for non-life-threatening health concerns that need same-day attention. These could include:

• Fever above 38°C.

• Rash, sores, wounds, minor burns, or insect bites.

• Dizziness, or unusual headaches.

• Stomach pain, nausea and vomiting, constipation, diarrhoea.

• Pain while urinating, or blood in your stools.

• Chest or sinus congestion, cough, sore throat.

• Ear pain, or issues with your hearing.

The After Hours Care program does not provide prescription refills, sick notes, counselling, or crisis care.

Why am I not seeing any appointment slots?

If you are unable to book an in-person appointment, please check the availability of video appointments instead. If you need an in-person appointment and don’t see any available slots, it is most like

Messaging feature

MyHealthAccess has a feature where messages can be sent to and from your physician and support staff. This feature is secure. This is useful when you want to ask your doctor questions, send pictures


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