Responsibilities as a Patient

• We strongly encourage you to use online booking whenever possible.

• Please cancel appointments 24 hours in advance.

• Update your email, phone, and address whenever there is a change.

• Seek health care from our clinic whenever possible, and have every other professional send us your updated records and visits.

• Be aware of uninsured services where fees will be charged.

Visits

• Regular visits are 10 minutes, to address the patient's main concerns.

• Secondary issues will be addressed if time permits, otherwise, a follow-up appointment will be required. A follow-up appointment is not a dismissal of your concerns, but to ensure that an appropriately thorough assessment for the issues are done.

Patient Attachment

• You agree to be randomly assigned to a designated family doctor by the clinic at your first visit.

• Patients are encouraged to seek care at Maywood Medical whenever possible.

• When multiple providers are involved (e.g., specialists, walk-in clinics, or hospitals), patients should identify their Maywood family doctor as their primary care provider for all healthcare-related correspondence.

Respect

• Our clinic has zero tolerance for abuse, rudeness, or threats of any kind. Such behavior will result in immediate dismissal from the practice.

• Children are generally seen together with their caregivers until the age of 13. After this age, they may choose to be seen alone. At times, we may need to speak with a child privately. If the child is capable of giving consent, we can only share their medical information with the caregiver if the child gives permission.

• We maintain a scent-free and smoke-free environment for the health and comfort of everyone at the clinic.

• Phone calls must be taken outside the clinic.

Confidentiality

• The patient-physician relationship is built on trust, and that includes confidentiality regarding your medical records and information shared during visits. We use electronic medical records, stored on secured servers. Your information is accessible only to healthcare professionals and staff involved in your care. We will not share any information about your medical visits with others, including family members, without your explicit consent. Exceptions to confidentiality occur only in the following situations:

• When required by a court order

• If there is an imminent threat to your safety

• If there is an imminent threat to others

• If there is suspected child abuse (under 19 years of age)

Recording

• No video or audio recording of any kind is permitted during your visit. We ask that all patients and visitors respect this policy to maintain privacy and confidentiality for everyone in the clinic. 

Consent to Transfer of Medical Records

• In order to provide high-quality care, your family doctor requires accurate and complete health information. By attending Maywood Medical, you consent to the clinic requesting your medical records from hospitals, clinics, laboratories, or other healthcare facilities as needed. Please inform your doctor if there are any exceptions or restrictions you would like us to observe.

Booking Appointments

• A standard appointment is typically scheduled for 10 minutes, depending on the nature of the visit.

• When booking, please provide a brief reason for your visit so we can allocate time appropriately.

• Longer appointments (e.g., for physical exams or procedures) will be arranged at your doctor’s discretion.

• If you have multiple concerns, your doctor may prioritize the most pressing issues during the scheduled time and recommend a follow-up appointment to address the rest thoroughly.

Late or Missed Appointments

• We understand that plans can change, but missed appointments prevent others from accessing care.

• Missed or cancelled appointments without proper notice may result in a fee.

• After three missed appointments ("no shows"), we reserve the right to discontinue scheduling further appointments.

• If you are more than 20 minutes late, you may be asked to reschedule.

Urgent Appointments

• We do our best to fit our patients in for all urgent problems. You will be scheduled with your own doctor whenever possible. Urgent appointments are usually squeezed into the schedule and we will only be able to address your urgent concern. This provides the best continuity of care for you and your family.

• What defines an urgent appointment?

  • fever, cough, or cold for more than one week

  • new shortness of breath or chest pain

  • urinary tract infections

  • red eye or blurry vision

  • allergic reaction

  • emergency contraception

• Continuity of care is very important for you to receive the best medical care and advice. Because your doctor knows you well and is familiar with your past and family medical histories, they often have much more insight into the likely causes of a symptom than a walk-in-clinic physician who is just meeting you for the first time. Being seen at a walk-in clinic often leads to the unnecessary duplication of tests.

PharmaNet Search

• By attending this clinic, you consent to your physician accessing your prescription history through PharmaNet, the provincial medication database, as needed for your care.

Receiving Email Communication

• You consent to receiving non-urgent clinic communications by email, such as:

• Requisitions

• Screening test reminders

• Notifications of flu clinics or other programs

• As there is a small and inherent risk to email communication, emails from our clinic will not contain any medical information beyond the minimum necessary.

Referrals to Specialists

• All specialist referrals require a pre-consultation visit with your family doctor. This allows for any necessary investigations to be completed beforehand, ensuring a faster and more effective consultation.

• If you need to cancel or reschedule your specialist appointment, it is your responsibility to contact the specialist’s office directly. Please note that no-show fees may be charged at the discretion of the specialist or test center. In some cases, we may be unable to make future referrals if a previous referral was missed without notice.

• We will make every effort to arrange specialist referrals and hospital investigations in a timely manner. However, wait times are often long and beyond our control. If you have not received an update within two months (or sooner for urgent matters), please contact our clinic to inquire about the status of your referral.

Investigations and Test Results

• Only a physician can interpret test results. Our administrative staff are not authorized to comment on results under any circumstances.

• Please be aware that it may take up to 10 days or longer for our clinic to receive results from laboratories or hospitals. We are not responsible for delays in receiving results from external facilities.

• We strongly recommend that you book a follow-up appointment with your doctor after any hospital investigation or lab test to review your results. If any results are abnormal, we will make an effort to contact you to arrange a follow-up. Occasionally, we may contact you regarding relevant normal results. Please note that no follow-up system is 100% reliable. For this reason, it is your responsibility to follow up with your doctor after all investigations.

• From time to time, we may leave brief and general voicemail messages (e.g., time and location of a specialist appointment). Please provide the clinic with your most secure and up-to-date phone number(s). If any number on file should not be used for voicemail due to confidentiality concerns, please inform us so we can remove it from your chart.

• All investigations are ordered in accordance with current evidence-based medical guidelines. If you need to cancel or reschedule a diagnostic appointment, it is your responsibility to contact the test center directly.

Childhood Immunizations

• Maywood Medical may not always have routine childhood immunizations in stock. If we are unable to provide a required vaccine, we will direct you to your local public health unit for immunization services.

Opioids, Sedatives, Stimulants, and Other Controlled Substances

• There is limited clinical evidence supporting the long-term use of escalating doses of opioids for chronic, non-cancer pain. Inappropriate use can result in serious harm. To ensure safe and effective care, all patients prescribed opioids at Maywood Medical must enter into an Opioid Treatment Agreement.

• Key Points of the Opioid Treatment Agreement:

• Opioid medications may only be prescribed by a single physician.

• Patients may be subject to PharmaNet checks and random drug screening.

• Your doctor has the right to terminate opioid prescriptions if any part of the Agreement is violated.

• In accordance with the College of Physicians and Surgeons of B.C., concurrent prescribing of opioids and sedatives is prohibited. If you are on both types of medication, your doctor is legally required to taper and discontinue one or more of them.

• The same policies apply to sedatives, stimulants, and other controlled substances:

• They may only be prescribed by a single physician.

• Patients are subject to PharmaNet checks and random urine drug screens.

• Breach of the Agreement may result in discontinuation of these prescriptions.

• Please note: No opioid medications are stored on the clinic premises.

Uninsured Services

• Some services are not covered by the provincial Medical Services Plan (MSP). A full list of fees for these services is available on our website. You will be informed of any applicable fees before proceeding with treatment.

• Examples of uninsured services include:

  • Sick notes and medical certificates

  • Chart transfers

  • Missed appointments

  • Insurance forms and reports

  • Cosmetic procedures

  • Driver’s medical exams

  • Cryotherapy for adult warts (non-plantar, non-genital)

  • Medical-legal letters and opinions

  • Travel advice

  • Comprehensive full physical exams

• If you have an outstanding balance, payment is expected prior to your next appointment. Depending on the type of appointment, you may not be able to book future visits until the balance has been paid.

Ending the Therapeutic Relationship

• In rare situations, there is a breakdown in trust between you and your physician and the therapeutic relationship may need to end. Reasons for this may include:

  • Repeated missed appointments at our clinic, with specialists, or for tests—without proper notice or explanation

  • Ongoing refusal to follow treatment recommendations

  • Abuse, rudeness, or threatening behavior toward staff, physicians, or other patients

  • Non-compliance with clinic policies.

• If the relationship is terminated:

  • You will receive formal written notice.

  • We will provide emergency medical care only for up to three weeks from the date of the letter. Elective or routine care will not be provided during this time.

  • You will be encouraged to find a new family physician as soon as possible. We can offer resources to help you in this process.

  • Once your new physician is confirmed, they may contact our clinic to request a summary of your medical history.

Use of Healthcare Technology

• As part of our ongoing efforts to provide high-quality and efficient care, Maywood Medical may adopt modern healthcare technologies in the future.

• These tools may assist with tasks such as documentation, clinical decision-making, diagnostics, or communication. Any technology used in your care will be supervised and guided by your healthcare provider, and will always comply with provincial privacy and confidentiality regulations.

• By receiving care at our clinic, you acknowledge the potential use of such technologies in support of your healthcare. You will be informed of any significant changes that directly affect how your care is delivered.

Medical Learners

• Your physician may be involved in training medical students or residents. Your consent will be requested before you are seen by a learner.

• The learner will always review the visit with your physician.

• You may request to see your doctor directly after the learner’s assessment.

• While we value your support of medical education, you are free to decline a learner’s involvement—this will not affect your care in any way.