Patient Information & Clinic Policies
Comprehensive, professional, and aligned with CPSO + PHIPA + OMA guidelines
"We are committed to providing compassionate, efficient, and high-quality care for every patient."
Welcome to St. Mary Rideau Family Clinic
We are committed to providing compassionate, efficient, and high-quality care for every patient. Below is a clear outline of your rights, responsibilities, and our clinic's operational policies so you always know what to expect.
Patient Rights
As a patient, you have the right to:
Respect & Dignity
Be treated with courtesy, compassion, and professionalism.
Clear Communication
Receive understandable information about your health, treatment options, and any costs associated with uninsured services.
Privacy Protection (PHIPA)
Your health information will be protected under the Personal Health Information Protection Act (PHIPA). Your records are stored securely and accessed only when necessary for your care.
Access to Your Records
You may request copies of your medical records or corrections to inaccuracies (fees may apply for copies).
Involvement in Care
Participate in decisions about your treatment and care plan.
Safe Environment
Expect a safe, harassment-free, discrimination-free environment.
Patient Responsibilities
To help us care for you effectively, we ask that you:
Respectful Conduct
Treat staff, physicians, and other patients with courtesy. Zero tolerance for verbal abuse, threats, or harassment.
Accurate Information
Keep your demographic, health card, medication, and contact information up to date.
Collaboration
Follow your treatment plan. Ask questions when unclear. Inform us of changes in your health, medications, or hospital visits.
Appointment, Late & No-Show Policy
Arrivals
Please arrive 10 minutes early to complete forms and prepare for your appointment.
Late Arrivals
Patients arriving more than 10 minutes late may be asked to reschedule out of fairness to others.
Cancellations
Contact us at least 24 hours before your appointment.
No-Shows
Missed appointments WILL result in fees (30 cad) and no further appointments unless PAID. Three no shows results in a warning. Four no shows results in an automatic de-rostering.
Prescription Renewal Policy
Request renewals through your pharmacy (subject to change)
Allow 3–5 business days for processing.
Urgent renewals may not be guaranteed.
Walk-in renewals are not always possible.
Non-OHIP / Uninsured Services
Some services are not covered by OHIP. Common examples include:
- •Driver's medical forms
- •Employment and insurance forms
- •Sick notes
- •Travel-related forms
- •Third-party requests
- •Transfer of medical records
A full fee list is available at reception and will be provided before completing any service.
Clinic Conduct Policies
Phones & Recording
Phones must be on silent. No recording (audio/video) anywhere inside the clinic. No speakerphone calls.
Fragrance-Free Clinic
Strong fragrances can trigger allergies or sensitivities. Please avoid perfumes, scented sprays, or strongly scented lotions.
Food & Cleanliness
No food in waiting areas. Drinks must have lids.
Privacy Policy (PHIPA)
We follow all guidelines under the Personal Health Information Protection Act:
- •Your information is confidential.
- •Records are securely stored.
- •Information is shared only with consent or when legally required.
- •You may request access or corrections.
- •Concerns may be directed to the Clinic Manager.
Accessibility & Inclusion
We welcome patients of all backgrounds and abilities.
- •Wheelchair-accessible building
- •Service animals welcome
- •Interpretation or communication assistance available upon request
- •Staff trained to support diverse patient needs
How to Prepare for Your Visit
Bringing the following helps ensure smooth care:
- •Valid OHIP card
- •List of medications or medication bottles
- •Any recent test results
- •A list of concerns/questions
- •Baby immunization cards (if applicable)
- •Interpreter if needed
After-Hours Instructions
If this is an emergency, call 911.
For urgent but non-emergency care, visit your nearest urgent care clinic or emergency department.
For minor, non-urgent concerns, please leave a message or use the appropriate online system (if available).
Questions About Our Policies?
Our team is here to help you understand our policies and ensure you have the best possible experience.