Policy Title: Zero Tolerance
Updated: January 22, 2021


Rideau Crossing Family Health Centre is committed to providing a safesecure and respectful environment to all patients and staff. 
It is a core value of Rideau Crossing to treat our patients with courtesy and respect and we request the same in return.  We ask that you treat your provider and all other practice staff courteously- without violence, abuse, harassment or disruptive and inappropriate behaviour.

Policy Details

Inappropriate behaviour is the use of inappropriate words, actions or inaction as disruptive behaviour.
Inappropriate Communication (in person, by phone, in writing)
  • Abusive language and yelling
  • Disrespectful or demeaning language/comments
  • Remarks, jokes or innuendos that degrade, ridicule or offend
  • Discriminatory remarks
  • Sexual Harassment
  • Bullying
  • Threats or threatening behaviour
Inappropriate Actions or Inactions may include:
  • Unwelcome physical contact
  • Intimidation
  • Throwing, damaging property or breaking things
  • Violence (threats of harm or physical attack)
  • Refusing to leave the property
  • Failure to observe RCFHC policies and/or contracts


We are pleased to serve you and assist you in all of your health care needs  but we will enforce our zero tolerance policy when incidents above occur.
Individuals may be asked to leave the premises, telephone calls may not be responded to or end abruptly, the police may be called or the individual may face dismissal from our practice.

Flu Vaccine/Update 2020

Dear Patient,

We continue to respond to the developments of COVID-19 as we take measures to protect our patients, staff, physicians and community. As the situation is rapidly changing, our policies and booking guidelines evolve to remain in line with Ministry of Health Guidelines.

All primary providers are encouraged to continue to implement virtual/telephone visits as a preferred option of care.  Please do not come to the clinic in person, without being directed to do so from a member of the Rideau Crossing Team. If a Team member determines you require an in clinic visit you will be provided instructions on how to prepare for the visit and what to expect.  

The length of the infection precautions are unknown at this time, we will continue to update you as the situation evolves.

Should you need to drop off any documentation, it is requested that you send your forms, records, etc. via Canada Post or drop them at the drop off box located at the front of the clinic.  Please note this is a small drop box not intended for large volumes of material. Please ensure that you have completed your section of any paperwork being dropped off,  this will prevent delays in completeing your paperwork.  

If you think you may have the novel coronavirus (COVID 19) or have been in close contact with someone who has tested positive, use the self-assessment tool provided by Public Health to determine if you need to seek further care.  There is no need to contact the office or come to the office directly, please refer to the resources below.


For employees, if your employer requires a sick note please send them this letter from Ottawa Public Health.

For information on COVID 19 Public Health Agency of Canada https://www.canada.ca/en/public-health/services/diseases/2019-novel-coronavirus-infection.html

Leeds and Grenville Public Health coronavirus

Public Health Self Isolation Guidelines CLICK HERE

Ottawa Public Health COVID Assessment Tool CLICK HERE FOR —  Covid-19-Self-Assessment-Tool – Public Health 

We have begun to receive many inquiries regarding the flu vaccine.  Public Health has advised us that we can anticipate delivery mid-end of October.  At this point we are unclear as to the amount of vaccine we are to receive.  Our further understanding is that the bulk of supply will fall to participating pharmacies to adminster.  Once we establish our supply and our process for administrating the vaccine to our patient population, we will share that information with you.  Public Health is requesting that we delay any flu clinics until November.  Again, this is preliminary information that may change at any time. 

Lastly, we would like to express our sincere thanks for your continued patience and coopertion during this challenging time.  Staff are working diligently and doing their best in managing high call volumes and patient messages, your understanding is appreciated.

Take care and stay safe,

Rideau Crossing Family Health Team

July 28, 2020

Appointments with Physicians – All visits will be done via telephone.  We ask that you ensure you provide the number that you can be reached at 45 minutes before or after your scheduled appointment time.  The incoming call may show Private as our physicians are at times working from outside of the clinic.  If you miss the call, your wait time to rebook may be further out than you would like, please ensure that you are ready and available to take the call.  If as a result of your telephone consult, your physician determines an in-clinic visit is needed, they will arrange to have an appointment scheduled for you. 

Extending in-person visits by invitation only – If after a virtual visit with your provider, they feel it is necessary to have an in-clinic visit,  they will arrange an appointment for you.  This will be a gradual progression over the next few months.

Universal mask policy – All in person appointments will require the patient to wear a mask. We are asking that if you have a home-made mask to bring that with you to your appointment.

In Clinic Appointments –If your physician determines an in clinic visit it required,  you must abide by the following:

-Arrive to the door no more than 2 minutes ahead of your appointment time. 

-If someone is already waiting at the door, please ensure you keep a 2-meter distance, markings are on the sidewalk area.

-We will not be looking for you in your vehicle, if you fail to present to the door you may miss your appointment time, and this could result in a missed appointment charge.

-You must be wearing a mask to enter the clinic.

-You will need to follow all directions provided to you during your visit.

-Only the patient may attend the appointment.  One parent of a minor, or one chaperone for frail or elderly if approved by the physician may attend.

-Missed appointments are subject to a fee.



Dear Patient:

It is with a heavy heart that I am writing to inform you that I will be leaving my practice in Kemptville on August 31, 2020 and moving to Edmonton to be closer to family. It has been an absolute privilege caring for you over the past years and this decision has been a very difficult one for me. Thank you for inviting me into your life and sharing your struggles and your triumphs with me. Working at Rideau Crossing Family Health Centre and in the community through my work at the Kemptville District Hospital for the past 7 years has been a joy and I will greatly miss being your family physician. 

I feel very fortunate that Dr. Gizzi will be remaining and I have also found a wonderful physician, Dr. Leigh Waters to take over my practice on a permanent basis. They will continue working together just as Dr. Gizzi and I did for the past few years and there will be no impact on your care.

Dr. Leigh Waters hails from Brampton, Ontario. She completed her undergraduate degree in Nursing at Queen’s University and worked in a busy Toronto emergency department. Inspired and motivated to provide primary care, she relocated to Brisbane, Australia to complete her medical degree at the University of Queensland. After training in rural Australia, she arrived in Ottawa to complete her family medicine training at the University of Ottawa. She extended her training with a fellowship in Obesity Medicine, becoming a Diplomate of the American Board of Obesity Medicine. Professional interests include weight management, prevention and management of chronic disease, and psychotherapy. Outside of work she enjoys active pursuits including fitness, golf, hiking, and travel.

I appreciate that changing physicians may be stressful, but I am confident that once you meet Dr. Waters, you will find her to be a very caring and capable physician. She will assume your care along with Dr. Gizzi as of September 1, 2020. The only step you will need to take to complete the transition will be to complete the necessary forms to be added to Dr. Waters’ roster. Given COVID, we will request that you complete a new Enrolment form at your next in clinic visit.  Alternatively, we will make forms available outside the front entrance to the clinic. Please feel free to drop by the clinic during regular clinic hours to complete and drop into the secure drop box located to the left of the front door. Staff will clear this box twice daily.

I will greatly miss my patients and being your family physician here at Rideau Crossing Family Health Centre. Thank you for supporting me through the early stages of my career and for trusting me with your health. I wish you and your families a healthy life.

All the very best,

Dr. Zahra Saleh


May 22, 2020

Dear Patient,

As the province eases restrictions on surgeries, workplaces and recreational activities we are pleased to announce that starting on June 1, 2020 we will initiate a progressive reopening of clinic services. 

In keeping with guidelines from Public Health Ontario and our provincial government, we will move forward with our reopening plan.  It is essential that we ensure enhanced procedures and safety protocols to accommodate the increase in patient volume while maintaining the strong clinic safeguards already in place since the pandemic began.

Please remember that you can continue to access care and services at the clinic by:

Appointments with Physicians – All visits will be done via telephone.  We ask that you ensure you provide the number that you can be reached at 45 minutes before or after your scheduled appointment time.  The incoming call may show Private as our physicians are at times working from outside of the clinic.  If you miss the call, your wait time to rebook may be further out than you would like, please ensure that you are ready and available to take the call.  If as a result of your telephone consult, your physician determines an in-clinic visit is needed, they will arrange to have an appointment scheduled for you. 

Prescription Renewals – Please book an appointment with your provider to renew your prescriptions.  If your health is stable and you have no medical concerns, you can also ask your community pharmacist to give you a bridge.  Please note that some physicians are waiving fees without a visit, which are a temporary reprieve from current policy.  Phase two will see the reinstatement of these fees. 

Here is what we are doing:

  • Continue to be available to patients via the phone and portal. Your patience is appreciated. 
  • Extending in-person visits by invitation only. If after a virtual visit with your provider, they feel it is necessary to have an in-clinic visit,  they will arrange an appointment for you.  This will be a gradual progression over the next few months.
  • Continuing with telephone/secure video for initial visit. Your physician will address your healthcare concern and assess if an in-person visit is required.
  • Managing risk through COVID-19 risk assessment. This has been implemented between staff and providers as well as before each visit with a patient.
  • Limiting number of people. We will continue to limit the number of people at each visit. Only the patient, one parent of a minor under 16 and caregiver if required will be allowed at each visit.
  • Implementing a universal mask policy. All in person appointments will require the patient to wear a mask. We are asking that if you have a home-made mask to bring that with you to your appointment.
  • Limiting wait times in clinic. In order to facilitate physical distancing, we will be asking all patients to wait in their vehicles until their scheduled appointment times.  If a cell number was provided, we may call you to advise you of your turn.  If you do not have access to a cell phone, you will be requested to wait in your vehicle until any persons at the clinic entrance have passed through, only then, should you approach the clinic. 
  • Rigorous cleaning and disinfecting. All clinical and public spaces.  We ask that patients refrain from touching any surfaces inside the clinic.
  • Installing physicial barriers. You will notice the reception area has been outfitted with a physical barrier.

Your help is needed to expand our services safely.  We ask:

  • Wear a mask or other face-covering to your in-person visit. We continue to experience a shortage of Personal Protective Equipment for our medical and administrative team members. 
  • Come to your appointment alone. If required, you may be accompanied by one caregiver or one parent where the patient is a minor.
  • Comply with all COVID-19 screening. Please work with our staff and Public Health screening guidelines to keep our patients, physicians and health care team safe.  You will receive instructions when your appointment is booked.
  • Cleanse your hands upon arrival and departure of the clinic. We will request that you refrain from touching any surface within the clinic. You will be escorted to your examination room and again to the door once your appointment is finished.
  • Follow signs and directions from staff. Please ensure directions around capacity and physical distancing are followed at all times.
  • Don’t wait to address your health care needs. Our clinic remains open and our physicians are here to help you.  Emergency rooms are open and ready to treat any emergent medical needs. 

Most of our appointments will continue to be by telephone or video for the foreseeable future.  We are not offering  routine care at this time.  Please follow guidelines provided to you by your physician or staff member as this process remains fluid. While we appreciate you may prefer to see your provider in person, we need to expand in-person visits gradually and with great consideration  and responsibility ensuring we follow all guidelines.


According to the Public Health Agency of Canada there are 324 confirmed cases of COVID-19 in Canada of which 145 are in Ontario. 1 person has died.

PHAC considers the public health risk associated with with COVID-19 to be low for the general population, but there is an increased risk of more sever outcomes for Canadian who:

-are aged 65 and over

-have compromised immune systems

-have underlying medical conditions

The goal at the moment is to contain the virus and to do that WE NEED YOUR HELP.


To protect other patients, our staff,  and our doctors, we ask that you please CALL first and we will provide direction from there.

Due to the inability to screen patients for COVID-19 symptoms prior to entry into the clinic, the Saturday Walk In Clinics are cancelled until further notice.

Self Assessment Tool – https://www.ontario.ca/page/2019-novel-coronavirus-covid-19-self-assessment 

ALERTS – Coronavirus Disease 2019 (COVID-19) Updated March 16, 2019

 Public Health Agency of Canada (PHAC) is actively monitoring the 2019 Novel Coronavirus and is in close contact with the World Health Organization and provinces to assess the situation and any potential risk to Canadians. At this time PHAC has assessed the risk as low for Canada and for Canadian travellers.

As with other viruses of this nature, transmission is thought to occur via respiratory droplets.

Common signs of infection include respiratory symptoms, fever, cough, shortness of breath and breathing difficulties. In more severe cases, infection can cause pneumonia, severe acute respiratory syndrome, kidney failure and even death. 

Standard recommendations to prevent infection spread include regular hand washing, covering mouth and nose when coughing and sneezing, thoroughly cooking meat and eggs. Avoid close contact with anyone showing symptoms of respiratory illness such as coughing and sneezing.

If you are experiencing a cough, fever and or shortness of breath and have recently travelled internationally or within Canada at a site where there has been community spread, PHAC asks that you monitor your health for fever, cough and difficulty breathing for 14 days after you arrive in Canada.

If you have these symptoms, please call Telehealth 1-866-797-0000 or Leeds Grenville, Lanark Public Health 613-345-5685.  

DO NOT come to the office.  

However, as a reminder, Public Health always recommends everyday steps to help prevent the spread of germs and viruses:

  • Wash your hands often with soap and water for at least 20 seconds. If soap and water are not available, use an alcohol-based hand sanitizer.
  • Avoid touching your eyes, nose, and mouth with unwashed hands.
  • Avoid close contact with people who are sick.
  • Stay home when you are sick.
  • Cover your cough or sneeze with a tissue, then throw the tissue in the trash.
  • Clean and disinfect frequently touched objects and surfaces.

For more information, visit the Public Health Agency of Canada or the Ministry of Health.




Now is the time to apply for a photo health card!

If you still use a red and white health card, it’s time to easily replace it with the more secure photo health card.

Doing so will help protect Ontario’s health care system against potential fraud. As of July 1, 2020, red and white health cards will no longer be accepted as proof of Ontario Health Insurance Plan (OHIP) coverage for insured health services.

Here’s what you need to do:

  1. Bring the right documents. Bring your red and white health card and three separate documents – one from each of the following categories:
    • proof of Canadian citizenship or OHIP-eligible immigration status, such as a Canadian passport, Canadian birth certificate or permanent resident document
    • proof of residency in Ontario, such as a driver’s licence
    • proof of identity, such as a credit card or utility bill
  2. Download, print and complete a Health Card Re-Registration Form
    • bring this to a Service Ontario centre
  3. Visit a Service Ontario centre near you

If you have a valid address on file, you will receive a letter in the mail asking you to switch to a photo health card. If you get a letter, please follow the instructions in it. All red and white card holders must make the switch before July 1, 2020.


What I need to know about Tick Bites:      lyme-disease


Please take note of some important changes:



Patients walking in to book appointments prior to 8:30 am, will be asked to wait until 8:30 to ensure fair access to all patients. 



Did you know we offer a Patient Portal?

The Health Myself Portal provides a secure and convenient way for patients and providers to engage online.  Ability to book appointments on line and send and receive messages in a controlled environment. Speak with your doctor or one of our staff today to sign up! Additional information can be found at healthmyself.ca

We will be expanding the availability to book on line appointments, so please be sure to sign up if you have not already become enrolled!

Do you need a refill of any of your medications?

Please ask your Doctor during your visit!

Our physicians strongly believe it is important to be seen in person to review the effectiveness of your medication, evaluate the dose and assess for side effects.

It is your responsibility to schedule an appointment prior to running out of medications.


  • Make a follow up appointment before you leave the office today.
  • If you did not book a follow up appointment, make sure you call to make an appointment 3-4 weeks prior to running out of your medication.
  • Bring your current medications or a list from your pharmacy to each appointment.
  • Check with your pharmacist before your appointment to determine if you will need renewals.

Thank you for your support as we strive to provide excellent care to you, our patient.