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Opening Hours: Mon - Fri : 9 am - 8 pm, Sat 9 am - 5 pm, Sun Closed

Clinic Policies

BayWest Medical Centre Policies

BayWest Medical Centre Policies and Guidelines

No Show Policy

No Show Charge: A fee of $40 applies for no-show appointments. Please provide a minimum 24-hour notice to cancel. The no-show charge must be paid before scheduling your next appointment.

Regular Appointments

Booking: Regular appointments may be booked in advance, either one business day before or on the day you wish to come in. Annual physicals, prenatal care, or extended appointments can be booked in advance at any time.

Reason for Visit: Reception will ask for the reason for your visit to ensure proper time allocation and room preparation.

Missed Appointments

Arrival Time: Patients are expected to arrive on time for appointments (10 minutes earlier for full physicals). Late arrivals may require rescheduling.

Cancellations: Notify the office at least 48 working hours in advance for full physical appointments and 24 hours for all other appointments. Insufficient notice will result in charges.

Billing: Missed appointments will be billed directly to the patient according to the Ontario Medical Association (OMA) updated uninsured services fee schedule.

Staying on Schedule

Medical Issues per Visit: Due to high patient volume, we encourage you to discuss only 1-2 medical issues per visit. In case of emergencies, doctors may allow extra time to address urgent concerns. For non-emergencies, issues will be prioritized within the allotted time, and you may need to schedule follow-up visits for thorough discussion.

To help us stay on schedule and prevent excessive wait times, we may limit the length of visits or the number of items addressed in one visit. If you need more time, please inform us in advance.

Frequency: Patients can be seen as often as medically necessary.

Assigned Family Doctor

Once assigned a family doctor, we will strive to book your appointments with them. If your doctor is unavailable on the day of an emergency, we will book you with another available doctor.

Contact Information

Ensure your phone number has voicemail capability. If not, provide a secondary contact number and email address. Update us promptly with any changes to your phone number or address to ensure we can contact you and that specialist offices or other medical facilities can reach you.

Medical Trainees

Supervision: Our physicians may supervise medical trainees, including medical students and residents. You might be seen by a medical trainee before your appointment with your family physician.

Lab Reports and Medication

Lab reports and prescriptions will not be discussed or provided over the phone. Please book an appointment for these services.

Renewal Policy: We cannot renew prescription medications by phone or email. Pharmacies may fax prescription renewal requests to the office. Allow a 48-hour turnaround time for all requests. There is a $20 charge for renewal requests without an appointment.

Supervision: Prescription medication requires close medical supervision. We will provide longer prescriptions or repeats if medically appropriate. Ensure you have enough medication until your next visit.

Prescription Policy: We do not prescribe narcotics or benzodiazepines.

Clinic Etiquette

Supervision of Children: Please supervise your children in the waiting room and patient rooms. We are not responsible for their safety.

Punctuality and Patience: We aim to keep appointments on schedule. If delays occur, kindly wait and refrain from pressuring the front staff for timing. We understand your time is valuable.

Cell Phone Usage: Please do not use your cell phone in the reception area and patient rooms.

Hospital Visits

If you visit the hospital for an emergency, inform them of your doctor's name instead of the clinic’s name to ensure proper linkage of your files.

Transfer of Care

Following Doctors: If your doctor leaves our practice, you may follow them to their new office.

Additional Services and Fees

Non-Covered Services: Some services are not covered by the provincial Medical Services Plan. Please inquire about costs before booking appointments for services like transfers to other clinics, sick notes, printing costs, and forms.

Payment Policy

We accept payment by cash and Interac e-Transfer to admin@baywestmedical.ca. Please note that payments made by credit or debit card will incur a 5% processing fee. All payments must be made at the time of your visit; we do not provide invoices for later payment.

Online Booking

Registration Requirement: After registering as a patient in our system, we only accept online booking. We assist with booking only for seniors, those with technical difficulties, or first-time patients.

Behavioral Expectations: Rude or abusive behavior, including verbal abuse, violence, threats, harassment, and property damage, is not tolerated. Such behavior may result in being asked to leave the clinic.

By adhering to these policies, we aim to maintain a safe, respectful, and efficient environment for all our patients and staff at BayWest Medical Centre.

Pets are not allowed in BayWest Medical Centre, including offices, waiting rooms, and clinical spaces. However, BayWest Medical Centre complies with the Accessibility for Ontarians with Disabilities Act (AODA):

"If a person with a disability is accompanied by a guide dog or other service animal, the provider of goods or services shall ensure that the person is permitted to enter the premises with the animal and to keep the animal with him or her unless the animal is otherwise excluded by law from the premises."

Guide Dogs and Service Animals

Clients, employees, or staff members with a disability who are accompanied by a guide dog or service animal will be allowed access to premises that are open to the public unless otherwise excluded by law. BayWest Medical Centre’s "No Pets" policy does not apply to guide dogs or service animals. BayWest Medical Centre complies with all Federal, Provincial, and Local regulations with respect to service animals.

Definitions

Guide Dog: A working dog trained at one of the facilities listed in Ontario Regulation 58 under the Blind Persons’ Rights Act, to provide mobility, safety, and increased independence for people who are blind or visually disabled.

Service Animal: An animal is considered a service animal for a person with a disability if:

  • The animal can be readily identified as being used by the person for reasons relating to their disability due to visual indicators such as a vest or harness worn by the animal; or
  • The person provides documentation from a regulated health professional confirming that they require the animal for reasons related to their disability. This documentation can come from the following colleges:
    • College of Audiologists and Speech-Language Pathologists of Ontario
    • College of Chiropractors of Ontario
    • College of Nurses of Ontario
    • College of Occupational Therapists of Ontario
    • College of Optometrists of Ontario
    • College of Physicians and Surgeons of Ontario
    • College of Physiotherapists of Ontario
    • College of Psychologists of Ontario
    • College of Registered Psychotherapists and Registered Mental Health Therapists of Ontario

As per the Accessibility Standards for Customer Service, Ontario Regulation 429/07, subsection 9:

"For the purposes of this section, an animal is a service animal for a person with a disability:

  • (a) if it is readily apparent that the animal is used by the person for reasons relating to his or her disability; or
  • (b) if the person provides a letter from a physician or nurse confirming that the person requires the animal for reasons relating to the disability."

Other Considerations

The care and supervision of a service animal are the sole responsibility of the owner. The service animal must be leashed or harnessed and under the control of the owner at all times. All animal excrement must be picked up and discarded by the owner in a waste container.

No pet may be tied up outside buildings or left unattended. Protection services will be alerted for unattended animals. Any costs incurred in the removal or retrieval of a pet shall be the owner's responsibility.

If a guide dog or service animal growls, barks, or otherwise threatens to harm other patients in the clinic, the supervisor or manager should be called to address the situation.

Derogations and Exceptions

The Medical Director, or their designate, may authorize exceptions to this policy upon written request. Such exceptions may be rescinded at any time without prior notice.

By following these guidelines, BayWest Medical Centre ensures compliance with the AODA while maintaining a safe and respectful environment for all patients, staff, and visitors.

With limited exceptions, you have the right to access your personal health information. BayWest Family Health Team is required under the Personal Health Information Privacy Act (PHIPA) to respond to access requests within 30 days. Below are the options for requesting a copy of all or part of your health record. Please note that this is an uninsured service and fees may apply.

Informal Access During an Appointment

During an appointment with a BayWest Medical Centre health care provider, you can request a copy of simple documentation from your health record. For example, you might need a list of your current medications, a copy of your or your child’s immunization record, or a specific test result. The health care provider can print a copy of the report for you before you leave the clinic. Please be aware that some documents, such as test results or consultation notes that have not yet been reviewed by the ordering provider, may not be released at that time.

Formal Access Requests

For all other requests for access to your personal health information (PHI), you must submit a written request (as per section 53 of PHIPA).

Written Requests:

Use the BayWest Medical Centre Consent to Release Personal Health Information form, available online or from a staff member or provider. While using this form is preferred as it outlines all required information, it is not mandatory.

Your request must include:

  • Sufficient details to allow staff to accurately identify and locate the requested information with reasonable effort. For example, specify the title or type of document, type of test result, date of test, etc.
  • A minimum of three demographic information elements to accurately confirm your identity. Examples include: first and last name (considered one element), date of birth, health card number, email address, telephone number, and mailing address. In accordance with section 54(9) of PHIPA, custodians must “first take reasonable steps to be satisfied as to the individual’s identity” before making a health record available to them.

Submission of Requests:

Fax requests to: 289 372 0202

Mail requests to:
BayWest Medical Centre
360 Bayly Street West,
Ajax, Ontario, L1S 1P1

Email requests to: admin@baywestmedical.ca

In some cases, you may be asked to make an appointment with your primary care provider or their designate (e.g., the Clinic Manager) to review the record so that the information can be explained.

Additional Access Options

You can also access your test results or other information through services such as DynacarePlus, AlphaLabs portal, LifeLabs portal, Lakeridge Health My Chart, etc.

By following these procedures, BayWest Medical Centre ensures compliance with PHIPA while facilitating your access to personal health information in a secure and efficient manner.

If you are visiting BayWest Medical Centre for the first time and wish to see a physician, you can streamline your visit by completing our registration forms in advance. To do so, you can visit our website www.baywestmedical.ca and book an appointment.

Please ensure that you complete both the New Patient Registration Form and the Clinic Policies Form.

Thank you for choosing BayWest Medical Centre. We’re excited to partner with you on your journey to better health!

Zero Tolerance Policy

Harassment or violence against any member of the BayWest Medical Centre staff or physicians will not be tolerated. We are committed to ensuring the safety of our team from workplace violence and harassment, including verbal abuse and harassment. We ask that all interactions with our team remain respectful, including over the phone.

This policy applies to all patients, their families, and visitors who interact with the clinic staff and use the clinic's facilities.

The clinic maintains a zero tolerance policy for any form of abusive, threatening, or violent behavior towards staff, patients, and visitors. This includes, but is not limited to, verbal abuse, threats, aggressiveness, physical violence, harassment, intimidation, and disruptive behavior—whether physical, verbal, or in writing—may result in the termination of your healthcare relationship with our clinic. Such actions disrupt the practice and pose a risk of harm to our physicians, staff, colleagues, and other patients.

We appreciate your cooperation and look forward to maintaining a respectful relationship and workplace.

By adhering to these policies, BayWest Medical Centre aims to provide a safe, respectful, and professional environment for everyone.

Inappropriate Conduct

  • Abusive Behavior: Any action that causes physical, emotional, or psychological harm, including shouting, swearing, and use of offensive language.
  • Threatening Behavior: Any action or statement that indicates an intention to cause harm or instill fear.
  • Harassment: Unwanted and inappropriate actions, including sexual harassment, that cause distress or discomfort.
  • Disruptive Behavior: Actions that disturb the normal functioning of the clinic or interfere with the care of other patients.
  • Violent Behavior: Threats of harm or physical attacks that result in harm or injury to others.
  • Intimidation: Actions or statements that make others feel frightened or coerced.
  • Throwing, damaging property or breaking things
  • Unwelcomed physical contact
  • Failure to observe BayWest Medical Centre policies and/or contracts
  • Refusing to leave the property
  • Inappropriate Words (in person, by phone, or any means of communication)
    • Abusive language and yelling
    • Disrespectful or demeaning language/comments
    • Remarks, jokes or innuendos that degrade, ridicule or offend
    • Discriminatory remarks
    • Threats or threatening behaviour
    • Bullying
    • Sexual Harassment

Procedures

Reporting Incidents

Any incident of abusive, threatening, or violent behavior must be reported immediately to the clinic's management or security personnel. Reports can be made verbally or in writing and should include details of the incident, individuals involved, and any witnesses.

Response to Incidents

The clinic will respond promptly to all reports of inappropriate behavior. Staff will ensure the immediate safety of all parties involved. The incident will be documented, and an investigation will be conducted if necessary.

Consequences

Patients who engage in abusive, threatening, or violent behavior may be subject to:

  • Permanent discharge from the clinic
  • In cases of severe or repeated incidents, the clinic may involve law enforcement authorities and take legal action.

Support for Staff and Patients

The clinic will provide support to staff and patients affected by inappropriate behavior. Counseling and other support services will be offered as needed.

Communication

The zero tolerance policy will be clearly communicated to all patients, their families, and visitors through posters, clinic website, and during the registration process. Staff will be trained on how to handle incidents and support affected individuals.

Review and Monitoring

This policy will be reviewed annually to ensure its effectiveness and relevance. Incidents and responses will be monitored, and the policy will be updated based on feedback and the clinic’s needs.

Enforcement

Failure to comply with this policy may result in the termination of services provided by the clinic. The clinic reserves the right to refuse treatment to individuals who violate this policy.

Approval

This policy has been approved by the clinic's management and is effective as of July 21, 2024. Any changes to this policy will be communicated to staff and patients promptly.

By adhering to this zero tolerance policy, the clinic aims to maintain a safe and respectful environment for everyone.

Address

360 Bayly Street West, Units 4 & 5, Ajax, ON L1S 1P1, Canada

Medical Clinic

Email : admin@baywestmedical.ca

Phone : +1289-612-1234

Fax : +1289-372-0202

Pharmacy

Email : baywestpharmacy@gmail.com

Phone : +1905-686-1400

Fax : +1905-686-1000

Medical Clinic Hours

Mon - Fri 9 am - 8 pm

Saturday 9 am - 5 pm

Sunday Closed

Pharmacy Hours

Mon - Fri 10 am - 7 pm

Saturday 10 am - 4 pm

Sunday Closed

© BayWest Medical Centre. All Rights Reserved.