Over the past year, we’ve seen a steady increase in phone calls and appointment requests. To ensure that all patients can reach the right person quickly — especially for urgent medical concerns — we are introducing a new phone triage and workflow system on October 1st at 11:30am.

Our goals with this new system are to:

• Reduce time spent on hold
• Prioritize urgent same-day medical needs
• Direct routine requests to the right team member
• Encourage online booking and cancellations

Here’s how the new phone system works:

To access physician services — including same-day and non-urgent appointments, test results, referrals, forms, or administrative questions — press 1.

• For non-urgent bookings, returning a call, or questions about referrals or forms, press 1.
• If you have an urgent medical concern that may require a same-day appointment, press 2.
  You’ll speak with our triage nurse, who will assess your situation and either book you for a same-day visit or provide medical advice.

Please note: This option is not for routine appointments or general questions. These calls will be redirected to the appropriate line.

To access Family Health Team programs and services — such as appointments with a Social Worker, Dietitian, Clinical Pharmacist, Health Promoter, or our Hypertension/Diabetes Nurse — press 2.

To reach our Specialty Clinics — including the Newborn Clinic, Breastfeeding Support, Circumcisions, or Aviation Medicals — press 3.

For general clinic information — including our address, hours, or fax number — press 4.

Prescription Renewals:

To avoid delays and unnecessary phone calls, please request prescription renewals through your pharmacy. Your pharmacy will fax us the request — only one fax is needed.

Multiple faxes can slow down the process and create extra work for our team.

Online Booking & Cancellations:

Whenever possible, we encourage you to book or cancel appointments online using the tools available on our website. This helps reduce call volume and keeps phone lines open for urgent needs. 

NEW: You can now cancel your appointment directly from your appointment reminder email.

Thank you for your support as we implement this new system.
Our goal is to improve your access to care and serve you more efficiently.