Clinic Policies

Clinic Policies

MEDICAL SERVICES

 

Medical Emergencies/Urgent Care

Patients with serious medical emergencies should go to the nearest emergency department. Our Clinic is not equipped to handle medical emergencies.

Age Requirement

Unfortunately, we do not see patients under the ages of 18 at our clinic.

Appointment Booking Policy

All services are by appointment only. Please give us a call directly during our business hours to book a medical appointment to provide you real-time availability. We do not book appointments via email, fax or voicemails.

To mitigate the spread of COVID-19, the first appointment with the doctor will be a telephone or video appointment. Under the discretion of the doctor, if they require to see you in-person they will schedule a separate in-person visit with you. Only the doctors are authorized to book in-person visits.

Due to Ministry of Health regulations, you are required to be physically in Ontario during your appointment in order to be covered under OHIP. Otherwise, NON-OHIP charges will apply.

Documentation Requirements

At the time of booking, you are required to provide your valid Ontario Health Card information in order to proceed with the booking.

If your Ontario health card is invalid or expired, uninsured visit charges will apply. Unfortunately, residents of other provinces are not covered by the Ontario government; a fee of $110 for a regular medical visit for all non-Ontario residents must be paid prior to seeing the doctor. Additional charges may apply. Official receipts are provided for reimbursement purposes.

Visit Length

The length of medical appointments is 10 minutes. Due to OHIP regulations, your doctor can only provide care for one (1) concern per visit. If patients have several concerns, they will be asked to book a follow-up appointment, and if your doctor feels your concern is complex, you may be asked to return and book a longer visit.

All appointments will end at the scheduled time so that we may serve the next patient at their scheduled start time.

Communication Policy

Due to OHIP regulations and privacy concerns, we are unable to offer any medical advice or management over the phone, fax or email. Patients are advised to take advantage of our advanced access scheduling system for the next available appointment.

Communication with administrative staff about your health or investigations is also against provincial privacy regulations and you will be instructed to communicate all medical concerns with your doctor at your appointment. Our staff will be happy to help with booking you in with the next available doctor.

Late Cancellation and No-Show Policy

Patients who do not show up or missed their appointments will be charged a fee after one warning. This policy is in place to ensure the appropriate utilization of physicians and clinic resources.

We require 24-Hour notice for all cancelled or re-scheduled appointments to avoid incurring a no-show fee. Cancellation of any appointments must be done during regular business hours with one of our staff members. We do not accept such requests via voicemail or email.

If you book an appointment within the 24-hour time frame, the policy is in effect immediately.

Due to the high volume of demand for medical services, for no-show or missed appointments may be required to re-schedule for another day.

Please note all fees incurred must be paid before speaking with a doctor and cannot be waived by any of the administrative staff. Patients are to email management should any questions or concerns arise.

Laboratory Investigations

Most test results will arrive to our office 10 days after being performed. They will arrive directly to the Physician who ordered them. Therefore, other physicians may not be immediately aware of a patient’s test results. Patients are requested to book a follow-up appointment with the same physician who ordered their tests to be advised of the results and management. If patients are concerned, curious, or still having symptoms while waiting for test results, patients are encouraged to take advantage of our open scheduling system for the next available appointment with the ordering physician.

Administrative and nursing staff do not have access to your file and thus will not be able to provide you with the results of your tests nor confirm if your test results have arrived. Please book an appointment 10 days after the test is performed to review your results with your doctor.

While we attempt to contact all individuals with abnormal or concerning results; do not assume that no call is good news. All results should be reviewed with the ordering physician 10 days after being performed.

Prescription Refills

For all prescription refills are required to book an appointment with a doctor. It is your responsibility to ensure you do not run out of medication.

Referrals

Referrals to specialists are not made simply upon patient request. A physician is required to assess the patient’s medical situation and based on the findings, make an appropriate medical decision. Your physician may recommend additional tests before referring you to a specialist.

Referrals to specialists will be based on if it is medically necessary in the determination of the referring physician.

Uninsured Medical Services

Not all services are insured by OHIP. All charges for uninsured services must be settled at the point of service.

We do not provide direct billing, however appropriate information and receipts will be provided so that you may submit your claim for reimbursement from your insurance provider.

Examples of uninsured services include Medical Record Transfers, sick notes, insurance forms, government forms, employment physicals, travel health, tray fees for procedures, etc. Forms take time to fill and thus reduce the doctors’ ability to provide care to patients. We will always inform patients in advance of such charges and offer several convenient forms of payment. Fees for uninsured services are charged per Ontario Medical Association Guidelines. All charges for uninsured services must be settled at the point of service.

Return/Refund Policy

We regret to inform you that our clinic does not offer any refunds for any products/services purchased at Infinity Health Centre.

Zero Tolerance Policy

Please be respectful to our staff. We have a zero-tolerance policy for any verbal or physical abuse (ex:// disruptive behaviour, inappropriate actions/inaction’s, inappropriate language, etc). Immediate action will be taken if any behaviour judged to be aggressive or intimidating, infringing on the dignity or respect of a person. Be it in person, over the phone or any means of communication will result in being discharged from the clinic with no option of returning in the future. This is a professional environment, and we are here to help.

 

REHAB SERVICES

 

Appointment Booking Policy

To book an appointment please give us a call directly during our business hours to provide you real-time availability. We do not book appointments via email, fax or voicemails. You can also book an appointment directly through our website.

Payment Policy

All payments must be made at the point of service. We do not provide direct billing with insurances. Appropriate receipts and documents can be provided in order to submit claim to your insurance provider for reimbursement.

Payments for Psychotherapy sessions must be made before the appointment in order to proceed with the session.

Late Cancellation and No-Show Policy

We require 24-Hour notice for all cancelled or re-scheduled appointments to avoid incurring a no-show fee. Cancellation of any appointments must be done during regular business hours with one of our staff members. We do not accept such requests via voicemail or email.

If you book an appointment within the 24-hour time frame, the policy is in effect immediately.

Picking up Products

To mitigate the spread of COVID-19 all product pick-ups can only be done by booking a free consult appointment with your designated practitioner.

Product Return Policy

We regret to inform you that our clinic does not offer any refunds for any goods/products purchased at Infinity Health Centre such as Custom Orthotics, Compression Stockings, TENS Machines, Custom Braces, etc.

Zero Tolerance Policy

Please be respectful to our staff. We have a zero-tolerance policy for any verbal or physical abuse (ex:// disruptive behaviour, inappropriate actions/inaction’s, inappropriate language, etc). Immediate action will be taken if any behaviour judged to be aggressive or intimidating, infringing on the dignity or respect of a person. Be it in person, over the phone or any means of communication will result in being discharged from the clinic with no option of returning in the future. This is a professional environment, and we are here to help.

Hours of Operation

Downtown Toronto

39 Lower Simcoe Street
Toronto, ON M5J 3A6


Mon – Fri: 8am – 8pm
Sat – Sun: 10am – 3pm

Oakville

2441 Lakeshore Rd W
Oakville, ON L6L 5V5


Mon – Fri: 9am – 5pm
Sat – Sun: Closed