Glen Shields Health Center Policies

Cancellation policy and Etiquette Statement

As part of our continued effort to provide you with the very best of service and accommodate all appointment requests, we have implemented a cancellation policy.
As all services are provided by appointment only and this time is reserved for your exclusive use, we must request 24 HOURS NOTICE to cancel or change an appointment. This will allow us to offer the appointment time to another client and will ensure that your Health Practitioner is not financially inconvenienced.
Failure to provide 24 hours notice will result in us charging a “Missed Appointment Fee”, which is 20% of the full cost of the appointment missed.
Your cooperation and understanding in this matter are greatly appreciated.

• On your first visit, please arrive 5-10 minutes before your appointment time as there is some paperwork to complete prior to your treatment.
• We request that you disclose any allergies, medical conditions and/or prescription medication to your treatment specialist, as required on the Health History forms. If this information changes, please update us.
• Drink plenty of water two hours before and after exercise, massage or body treatments, in order to flush toxins from the body.
• Our goal is to provide all of our clients with a comfortable, quiet relaxing treatment so please remember to turn off cell phones and pagers while in treatment.
• Relax and enjoy yourself, and please communicate with your Health Practitioner regarding your treatment, during the treatment.

Privacy Policy
On November 1st, 2004 the Personal Health Information Protection Act (PHIPA) came into effect. The act creates rules for the collection, use and disclosure of personal health information by health care providers, and is a sub-act related to the Personal Information Privacy and Electronic Documents Act (PIPEDA). It also outlines your right to access your records, to correct inaccurate information, and to determine how your personal information can be used.
As regulated health professionals, we adhere to high standards in the protection of your personal information, including:
• health history, general health status and particulars around health conditions and medications;
• contact information (name, address, date of birth, telephone number, email address);
• name and address of primary care provider/physician.
This information is kept in a file cabinet that is lockable, and away from public access. Only your practitioner can access your file. We also keep financial records of payment for services rendered, and assessment/treatment notes. We retain this information for 10 years following your last recent treatment, after which time it is shredded and destroyed. Access to electronic documents are password-protected.
We will disclose this information only when required by law, or with your written permission. Express (written) consent is required to share information outside of your circle of care. Verbal consent is adequate to contact other health care providers within this circle. You have the right to alter or withdraw your consent at any time.
We also collect information on your occupation, birth date, and availability of extended health plans for statistical purposes. As well, we utilize contact information to mail or email a clinic newsletter. You can withdraw consent from receiving such information by contact with your health care professional or call 905 761-0300.
Should you wish to view your records, express a concern, or withdraw consent on how your information is used, please contact our office at 80 Glen Shields Ave, unit 13, Concord, ON, L4K 1T7. Please do not hesitate to contact us with any questions or concerns. As always, we respect and protect your personal information. Thank you!
To contact the Privacy Commissioner, call 1 800 461 2036 or visit www.health.gov.on.ca

Complaints Policy
If you have a concern regarding your care, please talk to your practitioner and resolve the issue directly.
If your complaint is not resolved to your satisfaction, you can contact the College where your Health care provider has registered, such as:
• The College of Chiropractors of Ontario (CCO)
• The College of Physiotherapists of Ontario (CPO)
• College of Massage Therapists of Ontario (CMTO)
• College of Traditional Chinese Medicine Practitioners and Acupuncturists of Ontario (CTCMPAO)

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