Frequently Asked Questions
Do you have doctors who are accepting new patients?
We are temporarily accepting new patients at our Vaughan and Toronto locations. Learn more about how to register.
How do I get a prescription refill?
Prescription refills are provided during office visits. Please plan ahead to avoid running out of medication and discuss any refill needs with your physician or nurse practitioner at your appointments.
If you need an urgent refill between appointments, please ask your pharmacist to fax a renewal request to the clinic.
How do I find out about my test results?
If your results are significant or abnormal, our team will contact you. We may schedule an appointment to discuss your test results and next steps, or if you have concerns.
We will not typically contact you if your results are normal.
How do I get a referral to a specialist?
If you think you need specialist care, please book an appointment with your family physician. They will discuss your concerns and recommend next steps.
If you are referred to a specialist, expect the specialist’s office to contact you within four to six weeks. If you have not heard from them within six weeks, please contact your family physician for an update.
If your condition changes while you are waiting, please book another appointment with your physician or nurse practitioner so we can assess whether you need more urgent care.
What services are not covered by OHIP?
If you are a patient at our Toronto location, please refer to the uninsured services fee chart. For Vaughan location patients, speak to your health-care provider for more information about uninsured services fees.
How do you protect my privacy?
We collect your personal and health information to provide you with effective care. Your information is only shared with the people who are directly involved in your care.
Occasionally, we may send you information about new services offered at our clinic. If you prefer not to receive these communications, please let your family physician’s office know and we will do our best to respect your preferences.
Learn more about how we protect your privacy or how to access your health record.
How can I book and cancel appointments online?
Learn more about seeing your primary care provider.
How do you ensure that patients won’t get sick while in the clinic?
When you arrive, our team asks three infection control questions as part of registration. Your answers help us determine whether you need to wear a mask and whether our team needs to wear personal protective equipment — such as masks, gowns and gloves — during your visit. We will make sure the appropriate measures are in place before your appointment.
Can I book a telephone appointment instead of coming to the clinic?
Our physicians ask that all appointments be booked in person unless the physician requests otherwise, as a physical exam is generally needed to properly assess patients. Please discuss this with your physician at your next appointment.
What happens if I miss my appointment?
Appointments are in high demand. Cancelling with enough notice gives another patient the opportunity to access timely medical care. Please notify the clinic at least 24 hours in advance to cancel or re-book.
Please note that a minimum $50 fee applies to missed appointments and to cancellations made with less than 24 hours' notice.
How do I know what vaccinations I need and when to get them?
York Region Public Health has an Ontario Immunization Schedule on their website. The site also allows you to review your vaccination history and upload any vaccines not already listed.
Can I request to change my physician?
Each patient is assigned to a physician who helps coordinate their care and works with our team to support their health needs. Because our physicians’ practices are often full, and to support ongoing care with your assigned physician, transfers within the Family Health Team are usually not possible.
We do not approve requests to change physicians based on a physician’s age, gender, ethnicity or other personal reasons. We are committed to providing a respectful and inclusive environment free from discrimination.
Our clinic is also a teaching clinic with resident physicians. Patients of a resident physician cannot be transferred to a staff physician. During all appointments, a staff physician reviews and supports the care provided by resident physicians, and each resident is paired with a staff physician throughout their training.
What should I do if I have concerns about my physician?
We encourage you to raise concerns directly with your physician. An open conversation can help address concerns, clarify expectations and find solutions that support your care.
In rare situations where the patient-physician relationship cannot continue, concerns may be reviewed by our leadership team.
What if I decide I no longer want to continue care with my assigned physician?
If you choose not to continue care with your assigned physician, you are welcome to look for another physician or nurse practitioner outside our Family Health Team. To find a provider, visit the Ontario Ministry of Health’s Health Care Connect service.