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Frequently asked questions

Are you accepting new patients?

Unfortunately, we are not accepting patients and the waiting list is closed.

How to I get my prescriptions refilled?

If a prescription is running out, please ask your pharmacist to send us a refill request at least two weeks before you are out of medication.  There is no fee for this for the time being.  As of November 1st, 2024, the clinic will be charging 20$ for all prescription renewals (75 years old + excluded).  Please take a look at all your prescriptions to see if you need refills before every visit and plan ahead. Speak to your pharmacist to ensure all your medications are renewed and to make them aware of our policy.  For allied health services such as physiotherapy or massage therapy, please inquire with your insurance company if you need prescriptions, and request them with your appointments.

What are the fees for OHIP-uninsured services?

Please see this document for updated uninsured services fees

How can I leave voicemail?

In order to help our receptionists manage front desk operations, we ask that voicemail only be used for returning calls for the IUD clinic or to cancel appointments.  We will not be returning calls for cancellations, therefore we ask that you take advantage of our Online Booking system

How do I book an appointment?

Our most user-friendly means to booking an appointment is with our intuitive Online Booking system. We recommend this method first. Booking, rescheduling and cancelling appointments can be done through this patient portal Otherwise, you can call us and speak with a receptionist from Monday to Friday, 9 AM to 11:30 AM and 1:30 to 2:30 PM.

How do I cancel an appointment?

Our Online Booking system enables you to cancel your appointment with prompts inside the system. Alternatively, you may contact us and leave voicemail but we do not return calls to confirm cancellation. We ask that you make every effort to let us know as soon as possible so that we can rebook your slot with other patients.


What happens if I am late or I don't show up?

We ask that our patients make every effort to notify us beforehand if you will not be able to make an appointment. Delays and no-shows create inconveniences for patients, physicians and staff. In the event that you do not show up for a scheduled appointment, and have not canceled with 24 hours notice, we will charge a nominal fee to cover the staffing costs for your vacant slot.

What if I don't have an OHIP card?

The policy of the clinic is that valid OHIP cards are required at every medical appointment. Failure to present a valid OHIP card will require patients to reschedule (if over 24 hours to appointment) or require the visit to be paid out of pocket. It is the responsibility of the insured to ensure their health card is valid.

How do I transfer my medical record?

Chart transfers can be facilitated by our administrative staff. Our clinic does not charge for incoming chart transfers, but we are not responsible for any costs incurred by your former clinic to send your records out. Our clinic charges $50 to export and transfer medical records to another facility.

Is my personal information secure on the Telus CHR patient portal?

The Wateridge Medical Clinic's EMR, Telus CHR, is a fully managed PIPA & FOIPPA compliant cloud-powered solution, maintaining its application and data servers in a SSAE-16 certified and compliant facility at all times. Any and all patient data will reside within the contiguous borders of Canada.

Ottawa Public Health has contacted me about missing vaccines. What do I do?

Ottawa Public Health's yellow letter indicates missing vaccines in bold characters. Compare this letter to your child's vaccination booklet. Sometimes administered vaccines are not registered with Public Health. Once this has been verified, if vaccinations are indeed missing, you may book an appointment with our clinic or contact Ottawa Public Health at 613-580-6744.  They can provide information on catch-up clinics or provide information on any other immunization related questions.  To facilitate communication with Ottawa Public Health and your child's school board, we suggest registering all members of your family to CanImmunize at

Why haven't I heard from my doctor in a while?

We will try to ensure regular checkups with all rostered patients, but we need your help. Please ensure that your file/information is kept up to date with a current email address, phone number, cell phone number, mailing address, as well as emergency contact information. Please inform the receptionist of any changes to your personal information upon arrival at the clinic.  Patients are always welcome to book a periodic health exam ('physical') if they have not been seen in over a year.

How do I get my results?

Results will not be given over the phone by our secretarial staff. Most test results come in within a week, so you are welcome to request a follow-up appointment with your doctor after that period via the patient portal.

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