Pain Care Clinics Office Policy

Email Use:

info@paincareclinics.com

1. Please note that privacy and security of email communication cannot be guaranteed. By contacting the office by email, you acknowledge and accept this risk.
2. This email is for administrative purposes (i.e. booking, moving, or confirming/reminding patients of their appointments).
3. Appointments can be made using email or telephone.
4. You are not required to use the email for communication and can choose to use the telephone instead.
5. Email should not be used for medical questions, emergencies or time sensitive matters.
6. Please allow at least 2 business days for a response to your email.
7. Any medical concerns should be addressed during an appointment with your specialist.
8. Each patient or their guardian/parent/family are responsible to keep their booked appointment time and date. Reminders are primarily done through email. There is no guarantee of a telephone reminder.
9. This office cannot be held responsible if there is any security breach or lost information during correspondence with this office via email.

Appointments

1. All new patients must be referred to see a specialist in Ontario. You will need a referral from your primary care doctor (or NP), or another physician in your care team. If you do not currently have a family physician, please reach out to our rapid access program at 844-622-7246 to book a self-referral assessment. A PCC health care provider will help to assess and make recommendations. You can find more details about this program here.
2. All visits are by appointment only. We do not accept walk-in patients.
3. Appointments can be made using email or telephone.
4. On receiving a referral our office will call the patient and/or family to make an appointment.
5. When you schedule an appointment we reserve that time for you and we expect you to be present for that time.
6. You are expected to be present at the time of your appointment, otherwise you will need to be rescheduled as we cannot take time away from other patient’s appointment times. This will be considered a missed appointment and will be subject to fees outlined below.
7. There is a cancellation fee for missed appointments or appointments not cancelled 2 business days prior to the appointment time. New consultations will be charged $100 and follow-up appointments $50. These prices are subject to change.

OHIP Card and Insured Services:

1. You are required to bring a valid health card with you at every appointment.
2. If you do not have a valid (non-expired) health card you will be charged directly for your appointment. You can pay using cash or your regular credit card. If you chose not to attend the appointment due to lack of coverage, you will be considered a no-show if sufficient notification is not provided. Fees will apply as outlined above.
3. Consultations and most in-clinic ancillary tests are covered by your OHIP health card. 

Non-Insured Services:

1. Some medical services are not covered under OHIP (uninsured services), such as missed appointment fees, work/school forms, and sick notes. In addition, some bloodwork is not covered under OHIP.
2. Fees for uninsured services are charged per Ontario Medical Association Guidelines.

Scent-Free Policy:

1. To ensure that we create a healthy and safe environment for our patients and employees, this clinic maintains a scent-free policy.
2. Patients, visitors, employees and medical staff are requested to refrain from the use of scented perfumes, deodorants, after-shave lotions as well as other scented products.
3. Scented products contain certain irritant chemicals that trigger symptoms in people with migraine headaches, asthma and other respiratory disorders – sometimes requiring emergency treatment.

Service Animal Policy

Policy Statement

Pain Care Clinics (PCC) is committed to ensuring an accessible and welcoming environment for all patients, visitors, and staff, including individuals with disabilities who require the support of a service animal. We recognize the essential role service animals play in fostering independence and well-being for individuals with disabilities. Our clinics will make all reasonable efforts to accommodate persons with disabilities and their service animals while maintaining the safety, cleanliness, and professional standards required in a healthcare setting.

Definition(s):

Disability: As defined by the Ontario Human Rights Code, a disability includes:

• Any degree of physical, mental, developmental, or learning impairment, whether visible or non-visible, temporary or permanent.
• Physical reliance on a guide dog, service animal, or assistive device.

Service Animal: A service animal is specifically trained to perform tasks or assist a person with a disability, such as guiding individuals with visual impairments, alerting individuals with hearing loss, detecting seizures, or providing physical support. Emotional support animals, while valuable to their owners, are not recognized as service animals under the Accessibility for Ontarians with Disabilities Act (AODA).

Guidelines for Service Animals in Our Clinics

General Access:

• Service animals are welcome in public areas of the clinic, including reception and waiting areas, provided they are under the control of their handler.
• Patients with service animals are encouraged to inform clinic staff in advance of their visit to ensure appropriate accommodations can be made.

Restricted Areas:

• To maintain the cleanliness and safety of spaces where sterile medical procedures are performed, service animals are not permitted in treatment rooms or areas where invasive procedures or sterile techniques are conducted.
• This policy applies regardless of whether the individual is receiving a sterile procedure, as these spaces are shared among patients with varying needs.

Accommodations:

• When a service animal cannot accompany a patient into a restricted area, the following accommodations will be offered:
• A staff member can assist the patient to and from the treatment area.
• A designated person (family member, friend, or trusted individual) may stay with the service animal nearby.
• Clinic staff will provide reasonable additional assistance to the patient during their appointment to ensure their safety and comfort.

Responsibilities of Service Animal Handlers:

• The service animal must remain under the handler’s (or their designate) control at all times, either through a harness, leash, or other tether, unless the handler’s disability prevents the use of these devices.
• The handler (or their designate) is responsible for the care and behavior of the service animal, including feeding, toileting, and general supervision.
• Pain Care Clinic staff are not responsible for caring for or supervising the service animal.

Emotional Support Animals:

• Emotional support animals, while valuable, are not classified as service animals under Ontario law and are not permitted in clinic facilities.

Patient and Staff Considerations:

• Staff will ensure that accommodations for service animals respect the needs of other patients or staff who may have allergies, fears, or other concerns. In such cases, efforts will be made to separate the affected parties.
• If disputes or concerns arise, the Clinic Lead or Regional Manager will work collaboratively to find a reasonable resolution.

Feedback and Concerns:

We are committed to improving accessibility and welcome feedback on our service animal policy. If you have questions, concerns, or require additional assistance, please contact info@paincareclinics.com.

Respect:

Please be respectful to others. We have a zero tolerance policy on any verbal or physical abuse (i.e. yelling, using inappropriate language, etc).
You will be asked to leave the clinic and it may result in your dismissal from the practice.