Why We Have This Policy:

The doctors at Newcastle Medical are members of the Clarington Family Health Organization (FHO).  A Family Health Organization (FHO) is a financial model provided by the Ontario government where physicians receive annual payment to care for a patient. When patients seek care outside of the FHO, the rostered physician receives a financial penalty.

Policy:

Patients are requested to contact our office first for their medical needs. If their physician is not available patients are to use our affiliated urgent care clinics if it is feasible for them to do so:

- Bowmanville Urgent Care Clinic at 222 King St E, Bowmanville, ON

- Clarington Urgent Care Clinic at 2320 Durham Regional Hwy 2, Bowmanville, ON

If patients repeatedly seek primary care at other clinics, they may be de-rostered. When a patient is de-rostered, their doctor remains their family doctor, but the patient may not be able to receive care (prescription renewals, answering questions, etc) outside of a scheduled appointment.

Why We Have This Policy:

We want everyone to feel safe and respected at our office. This helps us give you the best care possible.

What We Expect:

- Be kind and respectful to our staff and other patients.

- Be on time for your appointments.

- Let us know in advance if you need to cancel or reschedule your appointment.

What We Do Not Allow:

- Yelling or shouting at our staff or other patients.

- Using foul language.

- Any physical threats or aggression.

Zero Tolerance Policy:

We do not tolerate any verbal abuse, threats, or foul language towards our staff. If this happens, we may dismiss you from our practice without warning. You will get a letter in person or sent to your home. If you believe a decision to dismiss you was made in error, please contact our office in writing regarding your concerns.

Why We Have This Policy:

We need to make sure all our patients get safe and proper care. Sometimes, this means we need to dismiss patients in order to provide you, or other patients, an appropriate level of care.

Reasons for Dismissal:

- Breaches of conduct according to the Patient Conduct Policy

- Patients who reside far from our office and are unwilling or unable to attend appointments as required to provide a reasonable standard of care.

- Patients who are seeking ongoing care with another primary care provider.

- Not having any care with us for more than five years and not responding to communication to reestablish care.

- Missing appointments without letting us know, according to our Missed Appointments Policy.

- Non-payment of fees according to our Uninsured Services Policy

- Where there has been a significant breakdown in the doctor-patient relationship.

- Where doctors wish to reduce their practice size, in accordance with policies of the College of Physicians and Surgeons of Ontario.

Dismissal Procedure:

- Generally a warning (typically verbal) will be issued for the first breach of policy, except in cases of severe misconduct. We recognize ending the physician-patient relationship can have significant consequences to patients and prefer to work with you to improve the situation if possible.

- You will receive a letter if you are dismissed, either in person or sent to your home. If you believe a decision to dismiss you was made in error, please contact our office in writing regarding your concerns.

Why We Have This Policy:

We need to manage our resources to give the best care to our current patients.

Current Status:

As of July 2024, we are not accepting any new patients for family practice care.

Several doctors are accepting referrals for short term care for specific reasons such as pregnancy and certain prescriptions or procedures. Please ask your physician to send a referral if this applies to you.

Why We Have This Policy:

We want to help as many patients as we can. Missing appointments makes it hard for us to do this.

Policy:

Please provide a minimum of 24 hours notice if you need to cancel an appointment. You will be charged for missed appointments based on our fee schedule. If you do not already have an ongoing doctor-patient relationship with us, you will not be rebooked until you pay the missed appointment fee. During this time, please go back to your regular family doctor or primary care provider.

If you miss three appointments in a row without advance notice, you may be dismissed from our practice, even if you pay the associated fees. 

Exceptional circumstances: 

We understand in rare cases exceptional circumstances may prevent you from contacting the office when you are unable to attend an appointment. Please let us know if this applies to your situation and your doctor may consider an exception.

Why We Have This Policy:

Controlled substances are medications that can be harmful if not used properly. Because of this, there are special rules for prescribing them to keep everyone safe.

Important Rules:

- Ask Questions: If you are prescribed a controlled substance, feel free to ask your doctor about why you need it and any risks it might have.

- Safe Use: Do not share your medications with anyone else. Only take the medication in the way your doctor tells you to. Do not take more than prescribed.

-Single Pharmacy, Single Prescriber: You should only have one prescribing physician for controlled substances. Typically this is your family doctor. You should only use one pharmacy to fill your prescription.

- No Mixing: Do not mix your medications with alcohol or drugs. Always let any other prescribers know what medications you are receiving (for example at the Emergency Room or specialists’ offices).

- Lost or Stolen Medications: If your medication is lost or stolen, you should file a police report if needed. Usually, lost controlled substances will not be replaced.

- Withdrawal Symptoms: Stopping some medications suddenly can cause withdrawal symptoms. Talk to your doctor if you want to stop taking any medication.

- Urine Drug Tests: You may be asked to take a urine drug test sometimes. This is a normal part of taking controlled substances.

Important Information:

This policy is general information. Always talk to your doctor about your specific needs and any concerns you have. If you do not follow these guidelines, your doctor may stop prescribing these medications for you.

Why We Have This Policy:

Not all medical services are covered by the Ontario Health Insurance Plan (OHIP). Patients need to pay for these uninsured services to ensure our doctors and staff are properly compensated for their time and to cover office expenses like staffing, medical supplies, rent, and utilities. Rest assured that fees are fairly priced according to recommended billing standards.

Payment for Uninsured Services:

- Fee Schedule: We have posted the fees for uninsured services in our exam rooms and at the front desk. This fee schedule is updated periodically.

- Ask in Advance: Patients should ask in advance about the payment of fees for uninsured services. Sometimes insurance companies or employers will pay the doctor directly. If this is not the case, the patient is responsible for the fees. Patients can check with their employer or extended health benefits as sometimes they can be reimbursed for uninsured fees.

- Non-Refundable Fees: Fees for uninsured services are non-refundable.

Examples of Uninsured Services:

- Sick notes

- Disability forms

- Prescriptions issued outside of an appointment, including for orthotics, massage therapy, etc.

Non-Payment Consequences:

- Repeated Non-Payment: Patients may be dismissed if they repeatedly do not pay for uninsured services.

- Ability to Pay: If you have difficulty paying for your uninsured services due to financial limitations, please talk to your doctor regarding your situation and potential resolutions.