Patient Information & Clinic Policies

At Rideau-Rockcliffe Family Medicine, our goal is to provide safe, timely, and respectful care for all patients. Please review the information below to help us serve you better.

1. Appointments & Booking

  • Booking: Appointments are booked by phone or through our online portal.
  • Urgent Care Clinic: Same-day appointments are booked by phone only. We recommend calling first thing in the morning to secure an appointment, as they tend to be in high demand.
  • Phone Hours:
    • Monday–Thursday: 8:00 am – 12:00 pm and 1:00 pm – 8:00 pm
    • Friday: 8:00 am – 12:00 pm and 1:00 pm – 4:00 pm
    • Saturday: 8:00 am – 12:00 pm
  • Urgent Care Clinic Hours:
    • Monday–Thursday: 5:00 pm – 8:00 pm
    • Saturday: 9:00 am – 12:00 pm
  • We do not accept voicemail messages.
  • Phone Appointments: Your physician may call you from a blocked/unknown number. Please answer if you are expecting a call.

2. Walk-In Injections & Other Services

  • Injection Hours:
    • Monday: 1:30 pm – 3:30 pm
    • Wednesday: 1:30 pm – 3:30 pm
    • Friday: 9:30 am – 11:30 am, 1:00 pm – 3:30 pm
  • Walk-in injections are appropriate for allergy injections and vaccinations which you are due for (as recommended by your Physician). Walk-in flu shots are not available. Some services require booked appointments (e.g. wound care, ear flushes).

3. Prescription Refills

  • Ask your pharmacy to send a prescription refill request to your physician if you are running low.
  • Please allow enough time before your medications run out.
  • Some refills require an appointment.
  • Note that many clinics charge for medication refill requests from the pharmacy, due to the administrative time involved in processing numerous requests. At the present time our clinic has decided not to charge for medication refills.

4. Referrals

  • Our team will arrange referrals to specialists and diagnostic tests as needed.
  • Expect to be contacted within 4–6 weeks unless urgent.
  • Urgent matters will be expedited — please contact us if you have not heard back.
  • If you need to cancel or reschedule the appointment given, call the specialist or booking office directly. Referrals are carefully managed to match urgency and availability. Cancelling promptly allows others to be seen sooner.

5. Communication of Test Results

  • If your test results are abnormal, your Physician may ask you to return for a follow-up appointment to discuss them in detail.
  • In some cases, abnormal results may also be shared with you by phone or through one of our secure messaging platforms (Ocean or Pomelo).

6. Continuity of Care

  • Regular visits should be booked with your RRFM Physician.
  • Our shared chart ensures continuity of history, prescriptions, and tests, which helps us provide consistent, safe and effective care.
  • Repeated outside walk-in/virtual care visits with primary care providers outside our clinic may result in dismissal from the clinic.

7. Fees & Payment Policies

  • Uninsured Services:
    • There is a $20 fee for prescriptions issued outside appointments for insurance purposes (including physiotherapy, massage therapy, orthotics, chiropractic, psychotherapy, naturopathy, ergonomic assessments, and dietitian services and other allied medical professional services or medical devices).
    • Additional fees also apply for other services not covered by OHIP, such as completing forms (insurance, work, or school), removal or treatment of lesions for cosmetic reasons (Eg. skin tag removal), insurance reports, driver’s medicals, sick notes, and workplace notes.
    • These fees are set according to Ontario Medical Association recommendations and cover non-OHIP services that require physician time.
  • Medication Refills: Currently free of charge when requested via pharmacy.
  • Missed Appointments (No-Show Fees):
    • Missing appointments reduces access for other patients. Cancelling more than 24 hours in advance allows us to offer the appointment to someone else in need. Failing to cancel an appointment more than 24 hours in advance will result in No-Show Fees.
    • Regular appointment: $50
    • Specialist/procedure: $100+
    • Physical exam/annual check-up: $150
  • Late Arrivals:
    • Arriving more than 10 minutes late may require rescheduling.
    • Late arrivals may be charged as missed appointments.
  • Outstanding Fees:
    • Any outstanding fees on your account should be paid as soon as possible.
    • Balances must be settled no later than your next appointment.
    • Fees are payable by calling our office. Debit, Mastercard, and VISA are accepted.

8. Health Card Policy

  • Bring a valid OHIP card to every visit.
  • Without a valid card, patients must provide payment for their visit.
  • If your OHIP card has expired, you may be reimbursed upon presenting a valid card later.

9. Clinic Environment

  • Masking: Optional, but required for patients with respiratory symptoms.
  • Scent-Free: Please avoid perfumes, colognes, and scented products. Many patients and staff have allergies or sensitivities. A scent-free environment ensures comfort and safety for all. Patients may be asked to reschedule if unable to comply.
  • Abuse & Harassment: Zero tolerance for abuse or disrespect toward staff, patients, or providers. Abusive behavior may lead to dismissal from the practice, as a respectful environment is essential for safe and effective care.

10. Use of AI Scribe Technology

  • Your provider may use a secure medical AI scribe for note taking.
  • Information is encrypted, anonymized, and used only for your care.
  • This allows providers to focus on you during visits.
  • Speak with your Physician if you have questions or concerns.