(Main Site) 421 Greenbrook Drive | Unit #23B | Kitchener | Ontario | N2M 4K1 | PHONE: (519) 578-3510 | FAX: (519) 578-6040

Frequently Asked Questions (FAQ's)

What is a Family Health Team (FHT)

A FHT is an approach to primary health care that brings together different health care providers to coordinate the highest possible care. The team includes physicians, nurses, social workers, dietitians, respiratory therapists and clinical pharmacist working together in an interdisciplinary setting.

How can I see one of the health care professionals of the FHT?

To see your family doctor simply call our office to book an appointment. To see one of the other health care providers in our office, talk to your doctor about a referral. Once the referral has been made, you can arrange an appointment.

How will the FHT benefit me?

The services focus on primary health care including disease prevention, health promotion and disease management.

How much will this cost me?

There is no cost to you. All the programs and services offered by New Vision are funded by the Ontario Ministry of Health and Long-Term Care.

Can I become a patient of the New Vision FHT?

We are not currently able to take on new patients. You can contact Health Care Connect directly at 1-800-445-1822 or visit their website: Health Care Connect 

Can I be seen even if my physician is not available?

If your family physician is away, and 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 or a nurse practitioner in our team.

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.

How can I get my prescription medications refilled?

In some cases, your physician or nurse practitioner may specify a number of refills on your prescription, which your pharmacy will keep on record. If you need a prescription renewed in which a refill is not already specified, please have your pharmacist fax your request to our office. In most cases, refill requests will be completed within 2-3 days so be sure to request your refills well before you completely run out of your present medication. In some cases, your physician or nurse practitioner may wish to see or speak to you before renewing a prescription. Your pharmacist will inform you and our office will contact you if this is the case.

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. You may also need to sign out radiology films at labs/hospitals to take to relevant specialist appointments.

I noticed some exam rooms have cameras. What are they for?

With your permission the camera is used to ensure the quality of care being given, and as a teaching resource for the students. Please be assured that your health matters are held in the strictest confidence, and that any video-recording will only be done with your permission. The tapes are used for educational purposes only and are subsequently erased after review. If you have any questions, please speak to your family physician.