Clinic Policies

Appointments: All patients MUST register at the front desk upon arrival with their OHIP card or third party insurance coverage information.

Appointments can be booked in person, over the phone or online. If you are unable to make your scheduled appointment, please provide the staff with a 24-hours cancellation notice. Missed appointments are subject to charges or discharge from the clinic at the discretion of the physician. 

Patients arriving more than 5 minutes late for an appointment may not be seen by the doctor.

Personal information: Please update any changes to your personal information and health coverage with the front desk at the your earliest convenience, this includes address, phone number and email address.  

Pets: Please note that pets are not allowed in the clinic, with the exception of registered support animals (guide dog etc.).

Behaviour: CW Health is committed to provide the best possible care for all our patients. We strive to create a positive environment with mutual respect for all patients, staff and family members. Harassment in any form, including but not limited to raising your voice, making inappropriate remarks, uttering threats or profanity, will not be tolerated.

Employees are not required to tolerate ANY abuse by patients, family members or visitors. The Clinic has policies in place to manage these situation and all situations involving patients must be reported to the patients physician. Interventions may result in the patient being immediately discharged from the clinic as well as the pursuance of criminal charges.

Transfers: Physicians at Church Wellesley Health Centre are self employed professionals and not employees of the clinic. As such, requests to transfer care from one physician at the clinic to another cannot be facilitated by the clinic.

Complaints Process:

Medical Clinic Staff: Complaints about medical clinic staff (reception, nurses, phlebotomy) should be directed to the Clinic Operations Manager.

Non-Medical Clinic Staff: Complaints about Pharmacy, Dental, Psychology/ Counselling and Rehabilitation should be made to the respective clinics Manager. These are separate from the Medical Clinic.

Doctors: Physicians at Church Wellesley Health Centre are self employed professionals and not employees of the clinic. If any concerns arise about the medical care that you are receiving you should discuss these directly with your physician or contact the College of Physicians and Surgeons of Ontario (CPSO) for further guidance. If your concerns are related to the clinic operation such as scheduling, lab issues etc. please contact the Clinic Operations Manager.

Virtual Appointments and Email: Phone and video appointments can only be booked by patients who are within Ontario during the virtual visit and who have had an in person appointment within the past 2 years with their primary health-care provider.

Patients have the option of booking g in-person or telephone appointments but should keep in mind the limitations of a virtual appointment. If an in-person appointment is necessary following a virtual appointment you will need to wait until the next available appointment. If you are in doubt you should book an in-person appointment.

Note that not all Doctors offer phone appointments. This is at the discretion of the Physician.

Email is for administrative purposes only. Medical care, including any advice, diagnosis or treatment cannot be provided by email.

Services not insured by OHIP: To see a listing of services and fees not covered by OHIP please click here.