What do I do in case of an emergency?

If you are in an emergency situation, please call 9-1-1.

For non-emergent situations, contact the clinic to either arrange a booked appointment with your family doctor or you can walk in. Our physicians are also available after hours through the Queen Victoria Hospital Emergency Department. However, use of the Emergency department should be reserved for urgent visits that cannot wait until the next office day.

If you are unsure how to proceed, you are encouraged to consult HealthLink BC at 8-1-1 and speak with a nurse.

Do you have a walk-in clinic?

Yes, we have walk-in hours Monday through Friday from 9:00 AM to 7:00 PM, with the exception of statutory holidays. Walk-in does not require a booked appointment. When you check in at reception, they will advise you of approximate wait times.

How do I obtain a family doctor?

There is no formal process to obtain a family doctor. Please notify the front desk that you are a new patient and they will assist you.

How do I obtain medical records from my previous family doctor?

To obtain medical records from your previous family doctor, you will need to come in to the clinic and sign a “Request for Medical Records” as well as provide the name and location of your previous family doctor. Your new family doctor will need to sign this form as well. Please note that there may be a fee from your previous family doctor to transfer your records to our clinic.

How can I make an appointment to see my doctor or registered nurse?

To make an appointment to see your doctor or registered nurse, please phone the clinic at 250-837-9321. You may schedule a follow-up appointment when you are leaving the clinic.

Can I book my appointment on-line?

Unfortunately, at the current time we are unable to offer on-line bookings. We have trialled a variety of 3rd party software options to facilitate this, but unfortunately due to the complex scheduling demands of our large clinic we have yet to find a suitable solution. This is something we continue to actively explore and hope to be able to offer this in the future.

How are results communicated?

If your doctor orders tests or procedures, they will advise you of how you will be notified of the results. If your doctor requests that you book a follow-up, you will be contacted by staff to book an appointment. Please note that no test results will be given or discussed over the phone by our staff.

May I communicate with my doctor using e-mail?

Due to health care privacy laws, email is not an acceptable form of correspondence. If you need to get in touch with a physician or staff member, please contact our office by phone at 250-837-9321.

How can I get my medications refilled?

Medications have to be refilled during an office visit. Your pharmacist will advise when you have reached your last refill. It is also a good idea to book an appointment to refill your medication at least one month before you run out to ensure you can see your doctor in time.

Bringing in a form?

Please advise us if you are bringing in a form to be completed by a doctor during your appointment. The completion of forms is a service not covered by your Medical Services Plan and must be privately paid for by either the patient or another third party.

What payment methods do you offer?

For services not covered through provincial health plans, you may pay by: Visa, Mastercard, American Express, Interac, cash and cheque