Patient Information

Phones

Please note our phone lines can be extremely busy, especially first thing in the morning and immediately after the lunch hour, we thank you for your patience and assure you we will answer your call as quickly as possible.

Phones are answered from 8:00 am until 12 noon and from 1:00 pm until 4:00 pm, Monday through Friday.  Phones are not answered during the After Hour Clinics on Saturday. Please note our phone lines  can be extremely busy, especially first thing in the morning and immediately after the lunch hour.

Accessing Care

All visits are by appointment only. We encourage all patients to arrive a minimum of 10 minutes in advance of their scheduled appointment.  This will allow us to get you checked in and the Medical Office Assistants/Nursing to do an intake assessment, maximizing your time with your physician. Should you arrive late, your appointment may need to be rescheduled.  If there is a line to check in at reception, please try our new Self Check-In, “OCEAN”, located in the waiting room .

Appointments may be made in person, on the phone or via our Portal.

Completion of Third Party Forms

Physicians are often asked to complete forms requested by third parties on behalf of patients. These forms are an uninsured service that is not covered under your Ontario Health Insurance Plan. Please speak to your doctor or staff ahead of time to ascertain the cost of completion.  Please be aware that absent a specific legal requirement, the College of Physicians and Surgeons expects that physicians will complete and submit third party reports within 60 days.

 

Portal

Rideau Crossing is offering an innovative and secure Patient Portal.  The Portal can be accessed online through your personal computer or on your mobile device which allows patients access to appointment bookings online as well as the opportunity to share certain health information securely.  If you are interested in more information or joining, please speak with your family doctor or a member of our team.

Cancelling Appointments

We request 24 hours notice when cancelling appointments.  If you are calling after business hours you can access the cancellation line by pressing 1 and at the second prompt press 2. If you find you need to unexpectedly need to cancel an appointment on the day in which it is scheduled, please contact our office immediatley.

Missed Appointments/Last Minute Cancellations

No show appointments and last minute cancellation, have a significant impact on the provision of quality health care and wait times for appointments.  When a patient does not show up at the appointed time, or doesn’t give sufficient notice, there is no time to give that appointment to anyone else, resulting in wasted time for the physician. More importantly, it means delay or lost opportunity for another patient who may need to be seen as soon as possible.  A Missed Fee may apply.

Urgent Appointments

Our physicians keep a limited amount of urgent same day appointments for minor issues which may arise, such as ear infection, sore throat, bladder infection.  If you wish to schedule an appointment for an acute problem it is best to call first thing in the morning as these appointments can go quickly.

After Hour Clinics

Effective Saturday, April 7th, 2018, Rideau Crossing will provide an After Hour Clinic on Saturdays only, from 10:00 am until 1:00 pm for patient of RCFHC only.

Please be aware the clinic may close to patients before the posted closing time if the clinic is full and/or not able to register any further patients to be seen in time before closing.

Please note: This clinic is strictly for urgent after hour care. Clinic doctors will not be providing on-going, full service medical care.  Patients presenting with non-urgent needs will be advised to book an appointment with their family doctor.  Appointments cannot be booked in advance and phones will not be operating during clinic hours.

Telehealth is available for medical advice when the office is closed. They can be reached at 1-866-553-7205.

Patients with emergency health concerns should call 911 or present to the emergency department.

Transferring Physicians within Rideau Crossing

Rideau Crossing Family Health patients occasionally ask whether they are able to switch to a different physician, either after the initial intake/first visit appointment or after receiving care from their assigned physician.  Rideau Crossing does not allow patients to switch physicians. Please refer to the Office Policy section on our web page.