MidtownMed FP Policies & Procedures

Prescription Renewals (Covered by the annual fee)

• We do not accept telephone requests from the pharmacy or patient. Renewals should be faxed to us by your pharmacy.

• Renewals without an office or telephone visit are not covered by OHIP and are subject to a $40.00 fee for each faxed request. Please allow 5 days to process these requests.

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Appointment Bookings (Online bookings are covered by the annual fee)

• Appointment can be made by telephone or online via our website (www.midtownmed.ca)

• Online bookings are best for booking new medical issues, follow-up appointments and prescription renewals.

• For appointments requiring more than 15 minutes (e.g. diabetes visits, periodic health reviews, mental health concerns, procedures), please book these by telephone.

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Missed Appointments

• Patients who miss their appointment or do not cancel it within 24 hours of their appointment shall be subject to a No Show/Cancellation fee of $50.00 for a 15-minute appointment and $100.00 for a 30-minute appointment.

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Phone Calls

• We receive a very high volume of calls every day. We try to return your call in a timely manner; however, it may take up to 48 hours to return your call for non-urgent matters.

• Leave voicemail as this may be faster than trying to get a live person on the phone.

• When leaving a voicemail, ensure you clearly state your first and last name and your telephone number.

• Do not leave voice messages outside of business hours; the voicemail is not monitored after hours and any messages left will not be responded to.

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Emails

• Email is intended for booking appointments and sharing information Dr. Stone has specifically requested.

• Please send only one email when requesting an appointment — we will get back to you as soon as possible.

• Do not use email for any urgent medical concerns or symptoms — instead, call the office or go to your nearest emergency department if needed.

• Our team aims to respond to emails within 1–2 business days.

• No medical advice or questions for Dr. Stone will be answered via email.  You will need to book an appointment for all questions.

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After-Hours Care

• In collaboration with other physicians in our Rosedale FHO group, we have an after-hours clinic for medical needs that cannot wait until the next business day.

• You need to make an appointment as this is not a walk-in clinic, and it is not open to the general public.

• Dr. Stone will be notified of your visit to the clinic, providing seamless follow-up when indicated.

• For information on hours, location and appointments, please phone 647-348-0514 to find the office on call for that evening or check our website at www.midtownmed.ca/after-hours-care.

• After-hours clinics operate Monday-Friday from 5pm-8:00pm, as well as Saturdays and Sundays (variable hours).

• Please note that when you go to walk in clinics, your family physician does not get any communication about your visit & test results become the walk-in clinics responsibility for communication and follow up.

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Respiratory Illness/Communicable Illness

• Please alert the front staff that you may have a respiratory (cold/flu-like symptoms/fever/rash) illness when booking appointment and arriving at the office. You will be asked to wear a mask and isolate.

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Uninsured services (services not covered by OHIP)

• There are many services that are not covered by OHIP (see last page).

• You can pay for individual services at the time the service is provided, or you may pay an 'annual fee' (block fee).

• This is a yearly payment that covers and/or reduces the fees for these services not covered by OHIP.

• We realize there are special circumstances. If you are financially unable to pay for an uninsured service you may request a fee exemption from Dr. Stone.

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Harassment

• We are committed to communicating with you in a respectful, professional and civil manner and we expect the same courtesy from you.

• We understand that your circumstances may be stressful and navigating our health system can be frustrating.

• Abusive behavior towards our staff, including threats, vexatious or intimidating conduct, sexual harassment, yelling or screaming, or obscene, racist or discriminatory statements will result in immediate termination from the practice.

 

Artificial Intelligence Software

• Dr. Stone may use an AI-powered medical scribe during appointments to assist with documenting patient encounter notes more efficiently.

• This tool is used only to support Dr. Stone’s documentation — no decisions are made by the AI, and all clinical decisions remain with the physician.

• You will be asked for your consent before the AI scribe is used in your appointment.

• The goal is to allow Dr. Stone to focus more on your care while ensuring accurate and timely medical records.

 

Phone Appointments vs. In-Person Appointments

• In-person appointments are recommended for physical exams, new concerns, and issues requiring a hands-on assessment.

• Phone appointments are available for follow-ups, medication renewals, reviewing test results, or when an in-person visit is not necessary.

• Dr. Stone will determine when an in-person visit is needed based on your medical concern.