Office Policies and Procedures

Welcome to Sitka Health Centre, a place where compassionate care meets medical excellence. Our mission is to provide patient-focused healthcare, tailored to the unique needs of each individual. We believe in a holistic approach to health, addressing not just the symptoms but the underlying causes of your medical concerns. 

Our comprehensive range of services spans from general family medicine to specialized treatments, ensuring many of your health needs are met under one roof. Our team of healthcare professionals is dedicated to maintaining the highest standards of medical care. Each member brings a wealth of knowledge and expertise, ensuring that you receive the most effective and up-to-date treatments. At Sitka Health Centre, we prioritize clear communication, respect, and collaboration. We work closely with you to develop personalized care plans, empowering you to take an active role in your health journey. Our aim is not just to treat you when you are unwell, but also to partner with you in maintaining and enhancing your overall well-being.

We are proud to be your chosen healthcare provider and look forward to supporting you and your family in achieving optimal health.

OFFICE HOURS

Sitka Health Centre is available Monday-Friday from 9am to 5pm; our phones are answered from 10am-4pm. Our office may be reached at 250-598-5158. Sitka Health Centre is closed from 12-1pm for lunch. 

APPOINTMENT BOOKING AND MANAGEMENT

At Sitka Health Centre we strive to make appointment scheduling as convenient and efficient as possible for our patients. Here’s how our system works:

· Booking Appointments: Patients can schedule appointments by calling our office at 250-598-5158, or using the Medeo portal. If you are not already registered with a Medeo account please contact our office and provide your email so we may send you an invite. Each patient will need a separate email in order to join Medeo; we are unable to link family accounts at this time. When booking an appointment please provide a brief description of your health concern to help us prepare for your visit. Ensure your contact information is up to date, and if you are a new patient, arrive a few minutes early to complete necessary paperwork.

· Cancellations and No-Show Policy: We understand that plans can change. If you need to cancel or reschedule your appointment, please give us at least 24 hours’ notice. This allows us to offer your slot to another patient who may be in need of care. Failure to cancel within this timeframe will result in a no-show fee. This policy is in place to respect the time of our healthcare providers and other patients.

· Late Arrival Policy: We recommend arriving a few minutes before your scheduled appointment time. If you arrive late, we may not be able to see you immediately, and in some cases, it might be necessary to reschedule your appointment. We make every effort to accommodate late arrivals, but this can lead to delays for other patients. Our goal is to provide timely care to all our patients, and adhering to scheduled times helps us achieve this.

PATIENT RESPONSIBILITIES

In the journey to optimal health, the role of the patient is crucial. At Sitka Health Centre, we view our patients as active partners in their healthcare.

· Active Engagement in Health: We encourage you to actively participate in your healthcare journey. This involves understanding your health conditions, following the treatment plans prescribed, and making informed lifestyle choices. Knowledge and understanding of your health are powerful tools in achieving the best outcomes.

· Following Up on Health Matters: It is vital for you to follow up on lab results, investigations, and prescriptions. We suggest scheduling your next appointment at the end of each visit to avoid delays. If you’re unsure about when to follow up, please consult with your physician for guidance.

· Responsibility in Health Management: As a patient, you play a key role in managing your health. This includes attending scheduled appointments, adhering to your treatment plans, and communicating any changes in your health. Your involvement and communication are essential for effective care and treatment.

· Engagement in Consent and Decision-Making: We emphasize the importance of being informed and providing consent for different aspects of care, including participation in research or sharing health data with third parties. Our team will guide you through these processes, ensuring that you are fully informed and that your consent is obtained in accordance with legal and ethical guidelines.

PRESCRIPTION AND REQUISITION POLICY

At Sitka Health Centre, our prescription and requisition policy is designed to ensure the safe and effective use of medications for all our patients.

· Prescription Renewal Process: To renew a prescription, a reassessment with a physician is required. This practice is crucial for monitoring your health and the effectiveness of the medication. We do this to ensure that the prescribed medication continues to be the safest and best option for your condition.

· Policy Against Fax Prescription Refills: We do not accept requests for prescription refills via fax. This policy is in place to avoid errors and to ensure that each patient’s medication needs are accurately assessed and managed.

· Controlled Substance Agreement: For prescriptions involving controlled substances such as opioids or benzodiazepines, we adhere to stringent prescribing guidelines. These medications are prescribed only under specific circumstances, and a treatment agreement may be required. This approach ensures safe and responsible medication management, in line with best practices and regulatory requirements.

· Lab Requisitions: For the continued safety of our patients an appointment with your physician is required for all renewals and changes to lab requisitions. This includes renewal of standing orders, changing an existing lab requisition and renewing expired requisitions. 

HARASSMENT AND ABUSE POLICY

This section outlines Sitka Health Centre’s firm stance on maintaining a respectful and safe environment for both patients and staff.

· Zero Tolerance Policy: We have a strict zero-tolerance policy towards any form of harassment or abuse, whether verbal, physical, or otherwise. This policy applies equally to interactions between patients and staff, ensuring a safe and respectful environment for everyone.

· One-Warning System: In the event of harassment or abuse, the patient will be given a single warning, either verbally or in writing. This is to make clear that such behavior is unacceptable and to provide an opportunity for correction.

· Discharge from Practice: Continued behavior that violates our harassment policy will result in the patient being discharged from the practice. This action will be taken in accordance with the guidelines set by the College of Physicians and Surgeons of British Columbia (CPSBC).

AFTER-HOURS CARE POLICY

Our after-hours care policy ensures that patients have access to necessary medical care even outside of regular clinic hours.

· Access to After-Hours Care: Sitka Health Centre provides an after-hours care line 1-855-615-7107 for patients to address urgent medical issues that cannot wait until the next business day. 

· Intended Use: The after-hours care line is specifically for urgent matters. It is not intended for routine inquiries, prescription renewals, or minor health issues. We encourage patients to use this service judiciously, ensuring that those with urgent needs can receive prompt attention.

· Guidance on Usage: After Hours Care is for advice and management of urgent issues such as: 

o A fever above 38˚C

o Rashes, sores, wounds, minor burns or insect bites

o Stomach pain, nausea or vomiting, constipation or diarrhea

o Pain while peeing or blood in feces

o Chest or sinus congestion, cough, or sore throat

o Ear pain or new hearing issues. 

TELEMEDICINE AND IN-PERSON VISITS

Sitka Health Centre embraces the versatility of telemedicine while recognizing the irreplaceable value of in-person visits.

· Telemedicine Services: Our telemedicine services offer convenience and flexibility, ideal for consultations that don’t require a physical examination. This includes follow-up visits, medication management, and certain types of consultations. Booking is simple through Medeo, our online system, and all you need is a reliable internet connection and a private space.

· In-Person Visits: While telemedicine provides ease, some health concerns necessitate an in-person assessment. This ensures accurate diagnosis and treatment planning. Our policy requires patients to attend in-person when requested by our healthcare team.

SHARED DECISION MAKING AND TEAM APPROACH

Sitka Health Centre firmly believes in a shared decision-making approach, where patients are integral to the healthcare process.

· Collaborative Care Philosophy: We emphasize the importance of patients actively participating in their healthcare decisions. Our approach is based on the belief that informed patients can make choices that best align with their values and lifestyle. We encourage you to engage in your care, ask questions, and express your preferences. Understanding the risks and benefits of different treatment options is key to making informed decisions. We respect your choices and work together to develop a plan that suits your health needs.

· Team-Based Approach: Our healthcare team, consisting of diverse professionals, collaborates to provide comprehensive care. This team approach ensures all aspects of your health are considered in the care plan.

· Patient Involvement: Engagement in Consent Processes: Patients are involved in all aspects of consent, particularly for treatments and procedures. We ensure that you have all the necessary information to understand the implications of your healthcare decisions, reinforcing our commitment to patient-centered care.

NON-INSURED SERVICES

Sitka Health Centre is committed to transparency regarding services that fall outside MSP coverage. Prices are subject to change.

· Identifying Non-Insured Services: A comprehensive list of non-insured services is available upon request, including medical forms, letters, and certain procedures. This clarity helps patients understand which services may require additional fees. 

· Scheduling Non-Insured Services: We ask that you advise us at the time of booking if the reason for your appointment is to have a form completed by your physician. Please provide your form to our staff at the time of booking your appointment. You may share your form through Medeo Patient Messaging, or by leaving a copy at our reception desk.

· Payment Policies: Payment for any non-insured services is due at the time of your appointment. Sitka Health Centre is committed to providing compassionate care, and understanding the financial challenges some patients may encounter. Patients experiencing financial difficulties may notify the office staff or their physician in order to establish a flexible payment plan. This may include extended payment terms or reduced fees.

· Advanced Consent for Non-Insured Services: We ensure that patients are informed in advance about any services that are not covered by MSP and require out-of-pocket payments. Consent for these services is obtained prior to the delivery, respecting patient autonomy and choice.

PRIVACY AND CONFIDENTIALITY

Sitka Health Centre takes the privacy and confidentiality of patient information very seriously.

· Commitment to Privacy: We adhere to stringent privacy regulations, ensuring the protection of your personal health information. Our staff is trained in privacy protocols, and we employ robust security measures to safeguard your data.

· Information Access and Sharing: Patient information is accessed only by authorized personnel for healthcare purposes. We disclose health information only when patient consent is obtained or as legally required.

CONSENT OF MINORS

At Sitka Health Centre, we adhere to the guidelines set by the College of Physicians and Surgeons of British Columbia, recognizing that age alone should not restrict a minor's capacity to provide informed consent for medical treatment. A mature minor, defined as less than 19 years old, must demonstrate sufficient physical, mental, and emotional development to comprehend the nature and consequences of proposed treatment, including the right to refuse. Healthcare providers assess maturity during consultations, obtain direct informed consent from mature minors, and may involve parents or guardians when necessary. Upholding a minor's right to confidentiality and documenting assessments and discussions are fundamental. Mature minors retain the right to refuse treatment, with healthcare providers respecting decisions unless overridden by law or in cases of imminent harm.