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Frequently Asked Questions (FAQ's)
- Can I be seen even if my physician is not available?
- What do I do when the office is closed?
- What do I need to know about Health Cards?
- How do I access nursing advice?
- How can I get my prescription medications refilled?
- How are diagnostic tests booked?
- What if I'm referred to see a specialist?
- Who should have a screening test for colo-rectal cancer?
- What immunizations should I have prior to travelling?
- What new vaccines are available?
Can I be seen even if my physician is not available?
If your family physician is away, or if you have an urgent concern that cannot wait until he or she is available, we will book an appointment for you with one of the other physicians in the group. On-call service will not always be at our Greenbrook location. You may need to see other physicians off-site in the evenings or weekends. If your concern is not of an urgent nature, your appointment will be booked with your own physician. We will try our best to find an appointment time that is convenient for you.
What do I do when the office is closed?
Outside of regular clinic hours, rostered patients may contact 1-866-553-7205. This phone number will connect you to a registered nurse who will assess your concerns. If it is determined that you should see the physician on-call, the nurse will assist in those arrangements. We ask that you do not go to other clinics. If you cannot wait for the physician on-call or if your problem is of a more urgent nature, we request that you go to the nearest Emergency Department.
What do I need to know about Health Cards?
Please bring your health card and give it to reception when you arrive. If you have changed your address or your telephone number please notify reception.
Check the expiry date on your card and arrange for a new one before it expires. You must notify the OHIP office if your card is lost, stolen, you have a change of address or your card expired. Should you need to contact the OHIP office, their number is 519-893-3966. They are located at 1400 Weber Street East in Kitchener.
How do I access nursing advice?
Nurses are available to assess your symptoms either by phone or on a walk-in basis at our Greenbrook clinic. Symptoms that can be triaged by nurses include sore throats, congestion, runny nose, coughs, fevers, urinary tract infections and minor injuries. You always have the option of seeing your family doctor.
If you call our office and wish to speak to a nurse, reception staff will forward your message to a nurse, the nurse will then call you back within a reasonable amount of time and advise you accordingly. We also have direct dial to the nurse by pressing "2".
If you were advised by reception to come in to see a nurse for triaging, please check in at front desk. Your name will be put into the nurse's schedule and they will call you when they are available. In the event that you do need to see a physician, one will be available for you.
How can I get my prescription medications refilled?
Please contact your pharmacist for medication renewals and changes. We do not take medication refills over the phone. We require 24 to 48 hours for your request to be faxed back to your pharmacy. If your prescription is refused, we will let you know.
How are diagnostic tests booked?
If you need to have diagnostic tests booked, our reception staff will make the appointment and will let you know when and where to go. If you cannot go at the appointed time, you must call the diagnostic lab to change your appointment. We will call you if we need to follow up on your tests with information or an office visit.
What if I'm referred to see a specialist?
If your doctor refers you a medical specialist, our reception staff will make your appointment and let you know when and where to go. We will send any information needed ahead for you. If you cannot go at the appointed time, please contact your specialist's office to reschedule. Please do not miss specialists' appointments as they often take weeks or months to schedule and they may charge you for a missed appointment.
Who should have a screening test for colo-rectal cancer?
If you are between the ages of 50 and 75, you should have screening test for colo-rectal cancer. This is a simple test which involves easily collecting a very small stool sample. A colo-rectal check every 2 years could save your life! (You stoop and scoop after your dog - that won’t save your life!)
New Vision has established other preventative care strategies to ensure you achieve optimal health outcomes including, well baby checks, cervical cancer screening, mammograms, and influenza vaccinations.
What immunizations should I have prior to travelling?
Immunizations such as Hepatitis A and B should be started at least six months prior to your trip. You will need a prescription, which can be easily facilitated by our nursing team. An appointment with your physician is not required.
Refer also to the Travel links on our Health Resources page.
What new vaccines are available?
New vaccines include:
- Gardasil® for prevention of cervical cancer for females between the ages of 9 and 26 years.
- RotaTeq® for prevention of rotavirus (a stomach virus) First dose to be administered between 6 and 12 weeks of age.
