I’m a Patient
The Sauble Family Health Team staff receives a large amount of prescription refill requests in the form of calls from patients and faxes from pharmacies. In order to continue providing the highest quality of medical care and ensure your safety, we are implementing a new prescription refill policy, effective immediately.
- Please note that a prescription refill request received by phone from you, or faxed from your pharmacy, will now take up to SEVEN DAYS to process.
- BEFORE you come to your scheduled office visit, please look over all of your medications, inhalers, diabetes supplies, nutritional supplements etc. to determine if you need to request refills during your visit with your health care provider.
- It is YOUR responsibility to schedule an appointment BEFORE you run out of medication. Please make sure that you have enough medication to last UNTIL your next appointment.
- All patients with chronic medical conditions will require regular follow -up visits at our office. During these visits your health care provider will look for changes in your condition and assess the effectiveness of your medication. It is important to keep your scheduled appointments, even if you have no concerns. This will ensure that you receive timely refills.
- In urgent situations your pharmacist may be able to provide you with a small amount of medication, providing your medication is for a chronic condition, you are stable on the medication and it is not a narcotic or controlled drug.
At the Sauble Family Health Team we are committed to providing the best primary health care in our community. We believe that our patients and families are partners in the delivery of quality patient care.We make the following commitment to you:
You have the right to:
- Be treated in a kind and respectful way.
- Be given information in a way you will understand and is meaningful to you.
- Expect that your health care team will share relevant information with each other within the circle of care, unless otherwise restricted by you
- Participate in making decisions about your care.
- Culturally-sensitive care.
- Know the names and roles of people involved in your care.
- Express your concerns and get answers to your questions.
- Be told of the fees not covered by OHIP and that you or your family will have to pay.
As a patient you have rights and responsibilities. Please make sure you abide by following:
- Be polite and respect other patients, visitors and members of the health care team.
- Recognize that the needs of other patients and families may sometimes be more urgent than your own.
- Give accurate information to your health care team to help them plan your care.
- Give your health care team the name of the person who will represent you if you cannot make decisions by yourself.
- Follow the plan of care the best way you can.
- Accept responsibility for the decisions you make about your treatment.
- Take care of your personal things.
- Respect clinic property and act in a safe and responsible way.
- Understand and be responsible for all expenses not covered by OHIP.
- Notify your health care provider if you can’t keep an appointment
Please bring your valid health card with you to every appointment. You will be asked to present it when checking in with the receptionist.
What if my health card is lost or stolen?
If your health card is lost, stolen or damaged please call the Sevice Ontario INFOline at 1-866-532-3161.
What if I’ve moved or changed my name?
You are required by law to inform the Ministry of Health and Long-Term Care if you change your address. If your address has changed, visit or call your local OHIP office or Service Ontario sites. Please refer to the ministry website at http://www.health.gov.on.ca/en/public/publications/ohip/address.aspx for more options.
If the information shown on your health card has changed (e.g., change of name) you can visit your local Service Ontario Site.
What do I do when my health card expires?
When your health card expires you will need to visit Service Ontario to have your card updated. When you receive your new card please bring it to your next visit so that the receptionist can update your information in our medical records.
Helpful Links/Additional Information.
The Sauble Family Health Team is committed to providing the best possible services to the people we serve. If you have a concern or complaint please be assured that we would like to hear from you.
This process will address patient concerns and respond to them quickly and effectively to resolve them quickly
and effectively to resolve the patient’s concern/complaint.
Reason for the Policy:
Sauble Family Health Team is committed to providing the best possible services to the people we serve. Sauble Family Health Team believes that organizational improvement can be best by achieved by encouraging patient feedback. We ensure that this feedback will be utilized to continue quality improvement for our patients.
Entities Affected by this Policy:
All Staff and Physicians of the Sauble Family Health Team.
Who Should Read This Policy:
All Staff and Physicians of the Sauble Family Health Team that may come into contact with all persons in the due course of delivering care services on behalf of the patients of the Sauble Family Health Team
Team members should take notes documenting issues, actions and any resolutions. It is not necessary for patients to document concern/complaints in order for them to be resolved. At any time in the process, the team member responding to the complaint shall bring to the attention of the Executive Director any complaints which may have a negative impact on the organization’s financial, legal security or its public affairs
including situations where the person with the complaint acknowledges having or planning contact the media. The Executive Director will advise the Chair of the Board and Lead Physician of any such concerns/complaints.
Steps in Process:
If a complaint is received by a team member providing the services, the patient and team member will review the complaint within 3 business days. If a team member is approached by patient who has a complaint regarding another team member, they will advise the Executive Director, who will contact the person to whom the complaint is directed. The person providing the service will be alerted of the existence of the complaint unless it has been asked that the information be kept confidential.
If there is not successful resolution, the patient will have opportunity to have the Executive Director review the complaint. If a patient call the Executive /director of Board Members directly, the Executive Director, or Board member will hear the complaint and advise that further action will be provided following discussion with the
team member involved. Board members will advise the patient that they will discuss the complaint with the Executive Director. The meeting may take place with the team member and patient together or separately. The Executive Director will document the results of the meeting, forwarding a copy to both the patient and the team member.
If the Executive Director does not resolve the complaint, the matter will be taken to the Board of Directors Chair. A minimum task group of 3 Board Members may review the complaint and arrange separate meeting with the patient and involved team member. A letter will be sent within 7 business days to patient and team member involved regarding any agreement reached, and the committees’ decision regarding the complaint.
Documentation of Patient concerns/complaints:
- Complaint/concern form will be completed by the service provider with the patient concern/complaint summarized and a follow up plan indicated.
- Executive Director to receive these forms within 7 business days.
- All complaints/concerns will be reviewed by the Executive Director and the Sauble Family Health Team Board quarterly.
- Names will be removed from reports for review to maintain confidentiality.
- The purpose of the review is to identify common issues and trends and method for improvement.