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Pain Care Clinics Office Policy

Email Use:
  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.


  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 289-724-6109 ext. 1 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 and Animal 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.
  4. No pets are allowed in the office. While service animals are allowed, we do ask you inform our clinic that you have a service animal PRIOR to your appointment. 


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.

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