FAQs & Clinic Policies
Answers to the questions we hear most
How we run appointments, communicate with families, handle prescriptions, and what happens when a service isn’t covered by OHIP.
Clinic Policies
How our office works
These apply to every family and every appointment, in person and virtual.
A valid health card is required at each visit
Please bring your child’s health card to every appointment. Without a valid health card:
- you may be charged for the services provided, and
- your follow-up appointment will not be booked.
Cancellations and missed appointments
24 hours’ notice is required to cancel any appointment. That gives the time to another family who needs it.
Cancellations without proper notice are charged a $60 fee.
How we communicate with you
- Our office communicates by text message and email.
- Appointment reminders are sent by text message and email.
- A text reply is required to confirm your appointment.
- Unconfirmed appointments will be rescheduled.
- Please exclude personal and medical information from email.
- Our office does not use regular mail (Canada Post, UPS, Purolator).
Prescription refills
- Ask your pharmacy to send us a prescription renewal form.
- Renewals take up to 2–3 business days.
- Please do not request refills on Fridays.
Labs and investigations
Please call our office at (289) 326-1257 to obtain the results of your investigations. Results are not released by text or email.
Virtual care — and its limits
Virtual care means delivering health services using technology — telephone, video, mobile apps, text-based messaging and other communication platforms — to a patient outside a health facility.
Virtual care is secure and prompt, but it has limitations. Based on their assessment and clinical judgement, the doctor may advise you to be seen in person after a virtual appointment.
Hours of operation
Monday to Friday, 9 AM to 5 PM.
Hours are subject to change without notice. Please call or message the office to confirm timings before you travel.
Charges for services not covered by OHIP
For the list of insured services, see what OHIP covers.
All services not covered by OHIP are charged a flat rate of $75.
Common Questions
Booking, virtual visits and locations
When can I connect with a pediatrician?
Appointments run Monday to Friday, 9 AM to 5 PM, so you can find a time that works around school and work.
How do I book, and how far ahead can I schedule?
Text (289) 326-1257 with your child’s first name, age and what’s going on. We reply the same business day.
You can schedule as far in advance as you like. To cancel, give us at least 24 hours’ notice to avoid the $60 late-cancellation fee.
Are you open on weekends and holidays?
No — the clinic is closed on weekends and statutory holidays, and messages aren’t monitored outside clinic hours. Anything you send will be answered on the next business day.
If your child needs care sooner, call Health Connect Ontario at 811 for free nursing advice, or go to your nearest emergency department. In an emergency, call 911.
What do we need for a virtual appointment?
A computer, laptop or phone with an internet connection, a camera and a microphone. A quiet, well-lit room helps the pediatrician see what they need to.
Have your child’s health card nearby — it’s required for virtual visits too.
Do we need a referral to be seen?
Families are welcome to contact us directly by text. Physicians, nurse practitioners and midwives can also refer a patient using our referral form, and can flag the referral as urgent.
Where can we be seen in person?
In-person consultations are available at our Hamilton and Brantford offices, with new Ontario locations coming soon. Our main office is at 1300 Garth St., Hamilton, ON L9C 4L7.
Walk-in appointments are based on availability — please message us before coming to the office.
When not to wait for us. If your child has trouble breathing, is unresponsive or very difficult to wake, has a seizure, or you are seriously worried about them, call 911 or go to the nearest emergency department right away. Don’t text the clinic and wait for a reply.
Didn’t Find It?
Ask us directly.
Text the clinic during opening hours and a real person will get back to you the same business day.