Clinic policies

Patients are required to present a valid OHIP health card at each visit. If you are unable to produce a valid health card at your visit, you will be charged the uninsured services fee for a physician assessment.

Virtual appointments through telephone or video offer you a convenient way to access medical care when a physical exam or procedure is not needed. These visits are covered by OHIP if you have had an in-person visit with your physician in the last 2 years. Virtual care is suitable for various situations, including mental health support, discussing test results, reviewing medication effects and responses, and renewing certain prescriptions that do not require physical monitoring. You must be in Ontario at the time of your virtual visit. If your physician decides that your concern is not safe or suitable for virtual assessment and treatment, you will be asked to schedule an in-person visit instead.

In line with current medical guidelines, our clinic no longer provides "annual check-ups." Instead, we encourage patients to schedule appointments for active medical issues or concerns. If you are over age 40 and haven't seen your doctor in more than 2 years, we recommend scheduling a "preventative health visit" appointment. It is the patient's responsibility to ensure their preventions are up to date. While the clinic may provide reminders for some preventions, this is not a universal practice. We encourage you to ask your doctor if you are up-to-date at each visit.  For more information on why annual check-ups are no longer recommended, please visit the Choosing Wisely website.

Your physician may order referrals to specialists, imaging, or other medical tests as they deem necessary for your care. The imaging or specialist's office will contact you directly with your appointment details. Should you not receive any information regarding the status of your specialist, imaging, or medical test appointments within 3-4 weeks of the doctor's order, it is the patient’s responsibility to inform our office. This allows us to follow-up promptly and ensure you receive the care you require.​Please note that your family doctor has a trusted network of specialists and imaging centres located in Toronto and are unfamiliar with the services in other communities. If you move outside of Toronto but continue as a patient at our clinic, referrals will still be made to specialists and imaging centres local to our clinic, and you will need to travel into town for these.

If your physician orders a test, imaging, or referral:Do not assume that no news means normal resultsResults may take time to return and, in some cases, may not be received by our clinic automatically What You Can Expect from UsThe ordering physician will:Review results that are received by our clinicNotify you when results require action or follow-upMake reasonable attempts to contact you for important or urgent findingsSupport coordination of care when possible Your ResponsibilitiesYou play a key role in your own care. You are responsible for:Booking and completing all recommended tests and appointmentsChecking for your results through the patient portal (when available)Following up with our clinic if you have not received your results within the expected timeframeContacting us if you are unable to complete a test or appointmentKeeping your contact information with the clinic up to date

Certain services provided by our clinic may not be covered by OHIP and will require payment at the time of service. Please see our uninsured services price list for further details.

Prescription renewals requested outside of scheduled appointments are not covered by OHIP, and will be subject to an uninsured services fee. The fee covers the doctor’s time and administrative costs associated with processing prescription renewal requests. To avoid unwanted fees, plan ahead to book an appointment when your prescription medications are running low, consider subscribing to one of our uninsured services subscription plans, and ask your pharmacy to disable automated prescription renewal requests unless otherwise directed by your doctor.

Completion of medical forms or letters is not covered by OHIP and subject to a fee as outlined in our uninsured services fee schedule. Completion time can be up to 45 days, in keeping with the standards of the College and Physicians and Surgeons of Ontario (CPSO). Forms that require a quicker turnaround time will be subject to a rush fee. Please review the form and complete the patient portion before submitting it to our office. Forms can be submitted to us electronically or dropped off in-person. Upon our review, you will be notified if an appointment is required for completion.

Our clinic utilizes electronic medical records (EMR), online booking, pre-visit questionnaires, and artificial intelligence (AI) scribe technology to assist physicians in collecting and documenting patient health information. As technology advances, we may integrate more systems to enhance clinical and patient experiences. We kindly ask for your cooperation in completing associated consent forms and pre-visit questionnaires to facilitate efficient care. Patient information remains confidential, and technology usage complies with all relevant privacy and security regulations.​

At Wellbird Health, we use secure electronic communication tools, including our patient portal, to support your care and improve convenience.How We CommunicateThe patient portal is our primary method of electronic communication regarding your healthcare. Through the portal, we may:Share test results and clinical updatesCommunicate follow-up recommendationsProvide information related to your careSend appointment reminders and notificationsCommunicate administrative information related to clinic services Messages sent through the patient portal become part of your medical record.Wellbird Health may also contact you by email, telephone, text message, mail, or other communication methods when appropriate for administrative or healthcare-related purposes.Booking Appointments and Administrative RequestsPlease follow the instructions provided on our website and within the patient portal when booking appointments or requesting services. We do not accept appointment booking requests by email. Requests submitted through email may not be monitored or processed.Medical Advice and AssessmentsElectronic communication is not appropriate for:New medical concernsDiagnosis, assessment, or treatment of medical conditionsRequests for medical adviceUrgent or time-sensitive health concerns If you have a medical concern requiring clinical advice or assessment, please book an appointment with a member of your care team. Do not use the patient portal, email, or other electronic communication methods for emergencies. If you require immediate medical attention, call 911 or visit your nearest emergency department.Response TimesElectronic communications are reviewed by administrative staff during regular clinic business hours and are not continuously monitored. Electronic communication is not intended for direct communication with physicians and should not be used to seek medical advice, assessment, diagnosis, or treatment. If you have a medical concern requiring clinical care, please book an appointment with your physician.Response times may vary. Patients should not assume that a message has been received, reviewed, or acted upon until a response has been provided.Patient ResponsibilitiesPatients are responsible for:Providing and maintaining a current email address and contact informationReviewing portal messages and email notifications on a regular basisFollowing instructions provided on our website, within the patient portal, and in clinic communicationsContacting the clinic if expected results or communications have not been received within the timeframe discussed with their healthcare providerUsing electronic communication only for appropriate purposes If we have a valid email address on file, we will consider it an active means of communication and may use it to notify you when information is available through the patient portal.Patients remain responsible for arranging appropriate follow-up care and should not assume that Wellbird Health or their staff or physicians have reviewed a message, test result, or request until they receive confirmation from the clinic.Test Results and Clinical CommunicationsTest results, recommendations, referrals, and other healthcare-related communications may be provided through the patient portal. Patients are responsible for reviewing these communications and following any instructions provided.Privacy and SecurityWellbird Health takes reasonable steps to protect the privacy and security of electronic communications. However, all electronic communication carries some privacy and security risks.Patients should avoid sending personal health information through regular email and use the patient portal instead, only when instructed by their health care provider.Consent and Communication PreferencesPatients may withdraw consent to receive electronic communications by notifying the clinic. Doing so may limit access to certain services and communication options offered by Wellbird Health.Wellbird Health reserves the right to determine the most appropriate method of communication for any given situation.Changes to This PolicyThis policy may be updated from time to time. The most current version will be available on our website.

Please arrive on time for your scheduled appointments. Late arrivals may result in rescheduling of your appointment or longer wait times if accommodating the late arrival is possible.

We require at least 24 hours' notice for appointment cancellations or rescheduling. Failure to do so will result in a no-show fee, as outlined in our uninsured services section. Multiple no shows and/or late cancellations may lead to dismissal from your doctor's practice and the clinic

Registered patients are requested to seek all of their primary medical care through our clinic or our After-Hours Urgent FHO Clinic rather than a walk-in clinic. Please click here for more on outside use and walk-in clinics.

Recording of any kind within our clinic premises is strictly prohibited for privacy and confidentiality reasons.

All of our family physicians are highly skilled and qualified to provide excellent care. We promote collaboration and cross-coverage amongst all physicians in our clinic, and switching family physicians does not align with our practice model. If you do not feel that you have a good therapeutic relationship with your physician, we encourage you to seek a family physician at another clinic.

We believe in providing excellent care while also contributing to medical education and research. This means that at times, medical students or residents may be present during appointments to learn from our experienced doctors. However, your consent will always be sought before any learners are present. Occasionally, we may also participate in clinical research. If you are asked to participate in a research study, you will be fully informed about the study and asked to provide consent before taking part. Your medical care will not be affected if you decline to participate in our teaching or research activities. You have the right to refuse participation, and we respect your decision.

Our physicians do not order tests solely on the recommendation of another healthcare provider (such as a naturopath or chiropractor).If you would like your concern assessed, please book an appointment with your family physician. Any investigations ordered will be based on your physician's independent medical assessment and clinical judgment.

Medications such as opioids, stimulants, benzodiazepines, and certain sleeping medications are regulated controlled substances and are managed with additional care and oversight. These medications are prescribed only when medically appropriate and at your family physician’s discretion. They may require a treatment agreement, regular monitoring, and dedicated appointments for refills. They are managed by your regular family physician and are not refilled by covering or after-hours doctors. They will not be replaced if lost or stolen. To ensure safe and coordinated care, patients are expected to use one prescribing physician and one pharmacy for all controlled substances.

Our clinic maintains a zero-tolerance policy towards any form of abusive, rude, or inappropriate behaviour. This includes verbal, physical, or emotional abuse towards staff, healthcare providers, or fellow patients. Any instance of this type of behaviour will result in immediate discharge from the clinic and all associated services.​