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Welcome to Richmond Family Practice
Welcome to Richmond Family Practice
Special Interest
IMPORTANT NOTICE
If there are any questions please forward to: admin@richmondfamilypractice.ca
Policies and Procedures
Patient Policies and Clinic Guidelines
Richmond Family Practice is committed to providing high-quality medical care in a professional, respectful, and safe environment for all patients, physicians, and staff. The following policies help ensure that our clinic operates efficiently while maintaining respectful and timely care for all patients.
1. Respectful Conduct Policy
All patients, visitors, physicians, and staff are expected to conduct themselves in a respectful and professional manner while interacting with the clinic.
Richmond Family Practice maintains a zero-tolerance policy for abusive or inappropriate behaviour. This includes, but is not limited to:
- Profanity or abusive language
- Aggressive or intimidating behaviour
- Threatening statements or actions
- Harassment of any kind
- Sexual comments or inappropriate remarks
- Disruptive behaviour toward staff, physicians, or other patients
This policy applies to all forms of communication, including:
- In-person interactions at the clinic
- Telephone conversations
- Email or electronic communication
- Online platforms associated with the clinic
Any individual who engages in behaviour that violates this policy may be subject to:
- Immediate termination of the patient-physician relationship
- Dismissal from the clinic
- Reporting of the incident to the appropriate authorities where warranted
Our physicians and staff have the right to work in a safe, respectful, and professional environment, and Richmond Family Practice enforces this policy seriously.
2. Appointment Cancellation and Missed Appointment Policy
To ensure fair access to care for all patients, Richmond Family Practice requires a minimum of 24 hours’ notice to cancel or reschedule an appointment.
Failure to provide adequate notice may result in a Missed Appointment Fee minimum $50. (Multiple missed appointments could result in dismissal from practice)
Initial Appointments (New Patient or Meet & Greet)
Due to the extended time reserved for these visits, failure to attend or cancellation without appropriate notice may result in a minimum fee of $100.
Cancelling an Appointment
Appointments may be cancelled by:
- Selecting the “Cancel Appointment” option in your appointment confirmation
- Using the Medeo Patient Portal
- Calling the clinic directly during office hours
Missed appointment fees are not covered by provincial health insurance and remain the responsibility of the patient.
3. Fees for Uninsured Services
Certain medical services are not covered by provincial health insurance plans and require payment directly to the clinic.
Examples of uninsured services include, but are not limited to:
- Physician’s notes (work, school, or travel)
- Driver’s medical examinations
- Disability and insurance forms
- Employment or third-party medical documentation
- Administrative letters or reports
Payment for uninsured services must be made prior to the completion or release of the requested document or service.
Accepted Payment Methods
Payment may be made by:
- Cash at the clinic
- E-transfer to:
admin@richmondfamilypractice.ca
A fee schedule for common uninsured services may be available upon request.
4. Patient Responsibilities
Patients share responsibility in ensuring effective healthcare delivery. Patients are expected to:
- Arrive on time for scheduled appointments
- Provide accurate and complete medical information
- Treat clinic staff and physicians with respect
- Follow clinic policies and procedures
- Provide adequate notice when cancelling appointments
Adhering to these expectations helps ensure that all patients receive timely and effective care.
5. Late Arrival Policy
Patients who arrive late for their scheduled appointment may have their appointment shortened or rescheduled in order to prevent delays for other patients.
If a patient arrives more than 10 minutes late, the appointment may be considered a missed appointment and the patient may be asked to reschedule.
In such cases, the Missed Appointment Fee may apply in accordance with clinic policy.
Patients are encouraged to arrive a few minutes early to allow time for check-in.
6. Prescription Renewal Policy
Prescription renewals require appropriate medical review to ensure patient safety.
Patients are encouraged to request prescription renewals during scheduled appointments whenever possible.
For prescription renewal requests submitted outside of an appointment:
- Please allow up to 5 business days for processing
- Requests should be submitted through your pharmacy whenever possible, as pharmacies can send renewal requests directly to the clinic
Certain medications may require a follow-up appointment prior to renewal.
Richmond Family Practice cannot guarantee same-day prescription renewals, and patients are encouraged to plan accordingly to avoid interruption of medications.
7. Workplace Safety and Zero-Tolerance Policy
Richmond Family Practice is committed to maintaining a safe workplace in accordance with applicable provincial workplace safety legislation.
Violence, harassment, intimidation, or threatening behaviour directed toward physicians, staff, or other patients will not be tolerated under any circumstances.
Where behaviour poses a safety risk, the clinic may:
- End the interaction immediately
- Require the individual to leave the premises
- Contact law enforcement if necessary
- Terminate the patient-physician relationship
The safety and wellbeing of our staff, physicians, and patients remains a top priority.
8. Form Completion Policy
Medical forms and administrative paperwork require physician review and clinical judgement.
Examples include:
- Insurance forms
- Disability forms
- Workplace accommodation forms
- Government documentation
- Camp, school, or sports forms
Please allow 10–15 business days for completion of forms.
Additional time may be required depending on complexity or if a medical appointment is necessary to complete the documentation.
Completion of forms may involve uninsured service fees, which must be paid prior to release of the completed documentation.
9. Controlled Medication Policy
Certain medications require careful monitoring and responsible prescribing.
Examples include:
- Narcotic pain medications
- Controlled stimulants
- Sedative medications
- Other medications with potential for dependency or misuse
For these medications:
- Refills will not be provided early except under exceptional circumstances
- Prescriptions may require regular follow-up appointments
- Lost or stolen prescriptions may not be replaced
- Physicians may require patients to use a single pharmacy for monitoring purposes
These measures are in place to ensure safe prescribing practices and compliance with professional medical standards.
10. Email and Electronic Communication Policy
Electronic communication can be convenient; however, it has limitations.
Patients should not use email or electronic messaging for urgent medical concerns.
Electronic communication should be limited to:
- Administrative questions
- Appointment inquiries
- General clinic communication
Messages sent electronically may not be reviewed immediately.
For urgent medical concerns, patients should:
- Contact the clinic by telephone
- Seek care at an urgent care clinic or emergency department if necessary
11. Service Animals
For the safety and comfort of all patients and staff, our clinic follows Nova Scotia’s rules for certified service dogs.
- Only certified service dogs are permitted inside the clinic.
- Proof of service dog certification (e.g., Nova Scotia Service Dog ID card or equivalent recognized certification) may be requested.
- Emotional support animals, therapy animals, and pets are not allowed** in the clinic, even if they are well behaved.
If you rely on a service dog, please notify reception when booking and be prepared to show your **service dog ID or certification** on your first visit. We will add a note to your chart so that your service dog is recognized on future visits.
12. Policy Updates
Richmond Family Practice reserves the right to update or modify these policies as necessary to maintain safe and efficient clinic operations.
The most current version will always be available on the clinic website.
Minor Procedures
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