Clinic Policies

We are committed to providing a safe, secure and respectful environment for all patients and staff. Words or actions that make others feel threatened will not be tolerated.

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Citrus Medical Centre considers the use of inappropriate words or actions as disruptive behavior.

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Inappropriate Actions

• Violence (exercise or attempt of physical force)

• Intimidation

• Throwing or damaging property or breaking things

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Inappropriate Words (in person, by phone or any other means of communication):

• Abusive language

• Disrespectful, demeaning or abusive language/comments

• Remarks, jokes or innuendos that demean, ridicule or offend

• Discriminatory remarks

• Threats or threatening behaviour

• Bullying

All phone calls are recorded. Any use of the above incidents described will be reported to your doctor and management and may result in your dismissal from the clinic.

If you cannot attend your appointment, let us know by phone or voicemail. Our cancellation policy is:

General Practice / Family Medicine: 24 hours notice with a cancellation/no-show fee of $40.00 + HST. 

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Specialists: 48 hours notice with a cancellation/no-show fee of $140.00 + HST.

Why do we charge for no shows or late cancellations?

This allows us to reschedule your appointment and offer the vacated slot to another patient. We understand that unforeseen circumstances might lead to missed appointments/late cancellations, and we are always willing to review individual cases.

We ask that patients only schedule one appointment per day to ensure that doctors are able to balance the needs of their entire patient population.

There are also government billing restrictions as a method of fraud prevention. In most cases, physicians are not allowed to bill for multiple visits with a single patient on a single day.

Let your doctor know at the start of the visit that you have additional concerns to discuss during your appointment, but please note they may ask you to schedule an additional appointment at a later date to address your other concerns. This allows doctors to effectively manage their time between patients.

Addressing multiple concerns in one appointment slot may not be possible, and it would be unfair to reduce the appointment time of the next scheduled patient. To ensure urgent matters are treated in a timely manner, we ask patients to please schedule one appointment for each medical issue.