Policies
Our office policies aim to keep our services running efficiently and help ensure that both our patients and staff members feel safe in our clinic. We appreciate your cooperation.
Mask Policy
Medical grade masks are recommended. Should you be experiencing infectious symptoms such as cough, our staff will kindly ask that you wear a mask for the duration of your visit. Young children and infants < 2 years old are an exception.
Hand hygiene is required - We have hand sanitizer available for use before and after your appointment.
Infectious illness screening will be completed prior to any in-person visit. Please consider booking a telehealth visit should you or your child be experiencing infectious illness.
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We are committed to providing safe access to essential medical care and look forward to seeing you!
Cancellation and Missed Appointments
Our office requires advanced notice for cancellations. As appointments are in high demand for all of our physicians, this allows us to offer your appointment space to another patient waiting to be seen. In the event of multiple missed visits, we will require a new referral prior to booking.
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Please note that cancellation and no show fees are in effect and may differ based on the physician you are seeing and the type of appointment being cancelled. Please check with our office for fees.
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Dr. Sarah Freedman: at least 2 business days
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All other physicians require at least 1 full business day.
Caregiver/Custody Disputes and Communication
Our physicians will communicate assessment results and treatment plans in detail with the caregiver in attendance at the visit. It is the responsibility of the caregiver in attendance to communicate visit details to other caregivers who may be involved, to ensure they are in agreement with medical plans.
We do not provide secondary visits or telephone calls with alternate caregivers to review plans and guidance already provided unless circumstances are extenuating.
We kindly ask that we not be involved in interpersonal conflicts.
Email Communication Policy
Encrypted and secure email communication via our Ocean platform may be used by our practitioners to provide resources, forms or lab results/reports.
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Our pubic email address is meant for straightforward requests and inquiries. We kindly ask that patients refrain from writing lengthy emails with detailed concerns regarding medical care. This will not be responded to and you will be directed to make an appointment to discuss your concerns directly with your practitioner.
Zero Tolerance for Aggression /Abuse
Our staff and physicians deserve to feel safe in their workplace. Any aggression/abuse directed towards our staff or doctors will not be tolerated. Zero tolerance indicates that we reserve the right to discharge a patient from our services without additional notice.
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Aggressive or abusive behaviour includes language (whether in person, over the phone, or via email/text communication) that may cause staff to feel afraid, threatened or abused and may include threats, verbal abuse or use of profanity, derogatory remarks and rudeness. The use of swear words in written or verbal communication will not be tolerated and these communications will not be responded to.
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Our staff reserve the right to end conservations immediately should the above take place, per clinic policy.
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Such patients will be asked to leave the premises immediately, or risk having police notified.
Prescription Refill Requests
Please plan ahead for prescription refills. Please give our physicians up to 5-7 business days to fulfill refill requests. Please ask your pharmacy to fax us a request.
Our physicians CANNOT guarantee urgent refill requests. Should you require an urgent refill, your pharmacy may be able to provide an emergency refill. Your family physician or nurse practitioner may also be able to provide assistance.
UBC Medical Education Providers
We are proudly a teaching site and host UBC Pediatric Residents from time to time. Please be aware that you may see one of our trainees during your visit. Our trainees are always supervised by a physician in the office and you will see both the trainee and physician during your visit. Thank you for being a part of their learning journey!