The online patient portal gives us the opportunity to exchange messages via a secure server, thus enabling me to provide enhanced convenience and accessibility to serve my patients better. It is however important that I set clear expectations on how to use this service, so that you don’t become frustrated when you’re expectations are not met, and so that I don’t become overburdened with the need to respond to emails, thus keeping this service sustainable in the long run. The fastest way to get a response is always by scheduling an appointment, either in person, or by phone/ Skype. Please read below to ensure you know what to expect from us, and which type of email can or can not be processed without additional fees.

Complimentary Emails

This type of email should require less than 2 minutes of my time to respond. They are often an email to clarify a past treatment protocol or ease anxiety over a quick and specific concern relating to a topic we’ve previously discussed. They do not introduce new concerns or elaborate progress on symptoms.

They are non-emergent and a response time within 72hrs will be attempted. I will schedule a block of time to address patient portal emails 2-3 times a week, sometimes less when on holidays and at conferences.

Consultation Emails (normal fees apply)

Email that communicate a new concern or the progression of an old concern discussed will be subject to regular consultation fees. I will respond and make this clear before hand and we can decide to proceed with a response via email consult, telephone/ Skype consult or in person consult. In many situations email is not a fair way to assess a situation, it’s almost impossible for me to give you responsible recommendations without the ability to ask clarifying questions etc.

They are non-emergent and a response time within 72hrs will be attempted. I will schedule block of time to address patient portal emails 2-3 times a week, sometimes less when on holidays and at conferences.

Non-threatening emergency in which a response of less than 72hrs is required.

If you have an issue that is pressing and a response time of 72hrs is not acceptable, we will do our best to arrange a meeting prior. You can use the online scheduler to book a visit, or if you can’t find any suitable time slots you can email and we will try to fit you into the schedule. If it is an emergent situation please do not delay care and go to your nearest walk-in and or emergency centre.

Thank you so much for you support and hope you find the patient portal of value! I certainly think it takes collaborative care to the next level.