Clinic POLICY

Clinic POLICY

Welcome to South End Medical. To ensure that we provide the best possible care to every patient, we ask that you review the following policies and acknowledge it.

  • 1. Scope of Care

    • We provide pre-scheduled, in-person appointments, with occasional telephone follow-ups.

    • Care is focused on the specific issue(s) outlined in your referral. All other health concerns should be managed by your family physician.

  • 2. Referral-Based Practice

    • We see patients by referral only from a primary care or other healthcare provider. Walk-in or drop-in appointments are not accepted. In select cases, we may arrange urgent post-discharge follow-up for patients previously seen in hospital.

  • 3. Cancellations and Missed Appointments

    • We value your time. If you cannot attend your appointment, please call in advance to cancel or reschedule. Missed appointments without notice may result in your referring provider being notified, and a new referral may be required to rebook.

    • In some cases, we may need to reschedule due to urgent circumstances. We will rebook you as soon as possible and appreciate your understanding.

  • 4. Phone-Only Communication (No Email or Patient Portal)

    • We currently do not have an email system or patient portal.

    • Please call during business hours to speak with reception or leave a voicemail.

  • 5. Test Results (Labs and Imaging)

    • We typically review test results that we ordered at your next scheduled appointment. If there are urgent results that need to be addressed sooner, we will call to arrange an earlier appointment.

  • 6. Prescription Refills

    • We only refill medications we prescribed. For others, contact the original prescriber.

    • Ask your pharmacy to send the request; Please allow at least 7 business days for refill requests.

    • We do not routinely prescribe controlled substances.

  • 7. Forms, Letters, and Insurance Paperwork

    • We do not routinely complete insurance, third-party, or workplace absences paperwork.

    • Forms may be completed if directly related to your referral issue. A fee of $50 per page (payable in cash) applies.

    • When accepted, paperwork is typically completed within 7 business days.

  • 8. Medically Indicated Testing and Referrals

    • We do not order tests, imaging, or referrals unless medically indicated and related to your referral reason.

    • For unrelated concerns or additional requests, please contact your family physician.

  • 9. Emergencies

    South End Medical is not a walk-in clinic and does not provide urgent or emergency care.

    If you are experiencing any of the following, please call 911 or go to the nearest urgent care centre or emergency department immediately:

    • Chest pain

    • Stroke-like symptoms (weakness, slurred speech, facial droop)

    • Very high blood pressure

    • Anaphylaxis (severe allergic reaction)

    • Severe dizziness or severe shortness of breath

    • Any other medical emergency

  • 10. Respectful Conduct — Zero Tolerance for Abusive Behaviour

    • We are committed to a safe and respectful environment.

    • Abusive, threatening, or disrespectful behaviour towards staff or physicians will not be tolerated and may result in immediate discharge from the practice and documentation in your chart.

  • 11. Concerns About Other Providers

    • We do not tolerate disparaging remarks about other providers.

    • If you have concerns about prior care, please address them directly with that provider or clinic. We are unable to comment on or resolve such concerns.

Acknowledgment

I have read and understood the clinic policies set out above. I agree to comply with these policies and understand that failure to do so may result in my discharge from South End Medical.