Clinic Policy
Our policies ensure a respectful and streamlined health care experience for all.
Prescription Refill Requests
** We kindly request that patients arrange for their refills at least 1-2 weeks in advance to prevent any interruptions in their medication supply. Please note that we do not provide immediate prescription renewals to ensure thorough and accurate care. **
Please contact your pharmacy to fax your prescription refills request to our clinic (see “Pharmacists Page” tab for the fax number of your specialist). You may be asked to book an appointment to discuss a prescription refill. Your specialist may want to clarify the medication, or have noticed something unresolved or outdated in your chart that they want to discuss prior to refilling the medication.
If the prescription was not initially prescribed by one of our specialists, please direct the refill request to the original prescriber.
In the case that you are completely out of medication, your family physician may refill the prescription or your pharmacy will be able to provide an emergency supply in the interim.
No show/rescheduling policy
Our clinic has a 48 business hours rescheduling/cancellation policy.
To reschedule or cancel an appointment with your specialist, please call or email our office. If you cannot reach our staff directly, please leave a voicemail or email to avoid no-show fees. Leaving multiple messages may result in further delays.
Please note, if an appointment is rescheduled/cancelled less than 48 business hours before your scheduled appointment time or if an appointment is missed without cancellation, patients may be subject to a no-show fee of $100.
Late Policy
We understand that circumstances may prevent you from arriving at your appointment on time. If this is the case, please call the staff as early as possible before your scheduled appointment. If you do arrive late, there is no guarantee that you will be able to see the doctor and you may need to be rescheduled. Patients arriving late without appropriate notification may also be subject to the no-show fee as per clinic policy.
Confidentiality Assurance
Confidentiality is a patient right and your personal information will be protected. Respecting your privacy is fundamental to our practice. All staff at ACE Health Care are trained on confidentiality matters. Adolescent minors have the right to privacy, and parents may be asked to step out during certain clinical visits to uphold confidentiality.
Communication and Privacy
By becoming a registered patient at ACE Health Care, you consent to receiving communications from your physician(s) and staff by telephone, email, and other electronic communication methods. You understand that care provided through video or audio communication cannot replace the need for physical examination or an in-person visit for some disorders or urgent conditions.
You consent for our office to obtain records from doctors, other allied health care providers, and/or health care facilities. You also consent for our doctors to send information to other health care or allied care providers/facilities when necessary.
You consent to have your medical information accessed by your doctor through but not limited to Medinet, PharmaNet, and Care Connect.
Uninsured Services
There are several services that are not covered by MSP and patients may be charged. The list generally includes, but is not limited to: sick notes, forms, and medico-legal services.
Provincial Healthcare Card Requirement
For initial visits, please bring a photo ID and your provincial health care card with your personal health number (PHN). Please note that without active provincial health coverage, you may be charged for your visit. Ensuring your health card’s validity streamlines the administrative process for a seamless experience.
Zero Tolerance for Abuse Towards Our Staff
Our commitment to a safe and respectful environment is paramount.
We maintain a zero-tolerance policy against violence, aggression, and threats towards our staff. We expect our staff and colleagues to be treated with the same level of respect you provide your doctor. Every member deserves to work in an atmosphere free from abuse. Your cooperation ensures a positive experience for everyone.
By becoming a registered patient at ACE Health Care, you agree to the clinic policies detailed here. If you have any inquiries about the policies above, please contact us.