Patients are encouraged to register their personal email address with the WCFHT for the purpose of:
Appointment acknowledgements, confirmations and changes
Notice of a new Patient Health Portal message
Consent is granted to the WCFHT for use of the patient’s email for health related notifications if an address is registered in our system. The patient may request that their email address be removed from the system at any time. An email is required in order to register for and have use of the Patient Health Portal. Emails are treated as confidential and part of the patient’s health care information.
Patients will also receive the following from time to time. They may unsubscribe from these notifications by informing our reception staff.
Monthly clinic newsletters
Special announcements E.g. Clinic hours for holiday periods
The patient agrees to notify WCFHT promptly of any changes to their email address or any other contact information. WCFHT strongly encourages patients to register a personal email address with us to minimize ‘out of office’ emails due to vacation or parental leave.
DO NOT SEND US ANY EMAIL MESSAGES REGARDING MEDICAL CONDITIONS, BOOKING OR RE-SCHEDULING OF MEDICAL APPOINTMENTS. We will only accept emails pertaining to changes of address, phone numbers or email addresses. Emails to reception will only be read when our staff has time available.
All emails from WCFHT originate from the @wcfht.ca domain. Automated notifications are sent from emails such as noreply@wcfht.ca. These are outgoing email accounts and are not monitored. All incoming emails to these accounts are automatically deleted. You may need to add such an email to your contact list to prevent these emails going to your SPAM folder.
Our Commitment The West Carleton Family Health Team (WCFHT) is committed to protecting the privacy of the personal information of its patients, employees and other stakeholders. We value the trust of those we deal with and of the public, and recognize that maintaining this trust requires that we be transparent and accountable in how we treat the information that you choose to share with us. During the course of our various activities we frequently gather and use personal information. Anyone from whom we collect such information should expect that it will be carefully protected and that any use of or other dealing with this information is subject to consent. Our privacy practices are designed to achieve this.
Defining Personal Information Personal information is any information that can be used to distinguish, identify or contact a specific individual. This information can include an individual’s opinions or beliefs, as well as facts about, or related to, the individual. Exceptions: business contact information and certain publicly available information, such as names, addresses and telephone numbers as published in telephone directories, are not considered personal information.
Privacy Practices Personal information gathered by our team is kept in confidence. WCFHT employees are authorized to access personal information only to the extent required to facilitate the functions for which that information was gathered. Safeguards are in place to ensure that the information is not disclosed or shared more widely than is necessary to achieve the purpose for which it was gathered. We take measures to ensure that the integrity of this information is maintained and to prevent it from being lost or destroyed. You may need a privacy delegate, please click here to read more.
Website and Electronic Capture of Information We use password protocols and encryption software to protect personal and other information we receive online. Our software is routinely updated to enhance the protection of such information.
Updating of Privacy Policy We review and update our privacy practices on a regular basis.
Contact Information Questions, concerns or complaints relating to WCFHT’s privacy policy or the treatment of personal information should be emailed to the Chief Privacy Officer.
Forms In order for us to discuss information about your health with another party (eg. spouse, caregiver, family member), written consent must be provided. This includes discussing test results or booking appointments on someone else’s behalf. We also require authorization to disclose or transfer medical records. To view a list of authorization forms, click here. Further information on privacy and your rights with respect to your personal information may be found on the website of the Information and Privacy Commissioner for Ontario, Canada.
The West Carleton Family Health Team takes pride in being able to serve our patients when they need it, therefore every appointment that we offer is a valuable resource to us. We make every effort to fill our appointments so that patients have the opportunity to be seen in a timely manner.
Late Arrival Your scheduled appointment is reserved just for you. Our staff and providers make an effort to be on time so you can be seen promptly upon arrival. In return, we ask that you notify us as early as possible if you need to cancel or reschedule an appointment. Patients more than 15 minutes late will be considered to have missed their appointment*. *Missed appointments (no-show) and appointments cancelled with less than 24 hours notice may be subject to a missed appointment fee equal to the value of the booked service.
Cancellations Patients are asked to provide at least 24 hours advance notice if you cannot keep your scheduled appointment to avoid missed appointment fees. If you are unable to attend your appointment for any reason, please call the office and speak directly with a receptionist. After hours, you may leave a message on our cancellation line at 613-839-3271 ext. 152.
Appointments cancelled the same day of the appointment are cancelled at the discretion of our staff. If we are unable to fill the appointment slot, the appointment will be considered a missed appointment. When given advance notice, we are usually able to accommodate other patients.
Please note, our staff does not automatically cancel an existing appointment on your behalf without your specific instruction. If you book another appointment or the issue is dealt with through another member of our team (such as a weekend urgent care clinic), it is your responsibility to ensure any outstanding appointments are cancelled.
Appointment Arrival Patients are encouraged to arrive 15 minutes before your scheduled appointment so that we have time to gather important health information or complete necessary forms or procedures prior to your appointment.
As a courtesy, the clinic sends patients appointment reminders and confirmations via email. Please follow the link in these messages to confirm your appointment. If you do not receive an appointment reminder or confirmation, you are still responsible for arriving on time to your scheduled appointment.
You can also verify the date of your appointment at any time on the Patient Health Portal. To register, visit: https://portal.wcfht.ca/
COVID-19 PATIENT MASKING POLICY Effective: June 7, 2022 Last Updated: June 30, 2022
1. PURPOSE West Carleton Family Health is committed to providing a safe environment for our staff and our patients in the circumstances for the protection of the health and safety of workers from the hazard of COVID-19 as required by the Occupational Health and Safety Act (“OHSA”).
The purpose of this Masking Policy (the “Policy”) is to set out the rules and requirements related to the expectations and requirements of our patients and visitors with respect to COVID-19 office masking protocol. As patients and visitors possibly have come into contact with other patients/visitors, it is essential that all patients and staff take precautions to protect against COVID-19. The Medical Office is also committed to compliance with all applicable public and occupational health and safety, human rights, privacy, and other laws in the development and implementation of this Policy.
2. SCOPE This Policy applies to all employees, patients, contractors, visitors, or any other individuals employed, contracted, or visiting.
3. POLICY A. Masking It is the policy position of the Medical Office that all staff, patients and visitors must wear a medical mask as provided by the Medical Office (if staff) or a patient use mask (if patient or visitor). If patients do not have a mask in their possession, they will be provided one at no cost. Masks shall be worn at all times in the office unless directed otherwise by your medical provider during your examination. This policy will remain in force and effect despite any lifting of mandates by any level of government until the Medical Office so decides. B. Accommodations A request for an exemption to masking must be requested by the patient at the time of booking. In a case of patient mask refusal the patient's medical provider may choose to convert the patients appt type toa telephone visit or conduct a telephone visit. C. Non-Compliance Patients who present to the reception area unmasked will be asked to put on a mask. If they decline they will be asked to leave the medical office and await further communication from their medical provider. WCFHT has zero tolerance for harassment, abuse, or violence within the workplace. Any amount of verbal and/or physical abuse will not be tolerated.
4. CONTACT FOR INTERPRETATION Please contact Chris LeBouthillier, Executive Director with any questions.
Accessibility Customer Service Policy (AODA)
West Carleton Family Health Team (WCFHT) is committed to providing equal treatment to people with disabilities with respect to the use and benefit of clinic goods/services, programs, and facilities in a manner that respects their dignity and that is equitable in relation to the broader public.
This commitment extends to visitors and employees with visible or non-visible disabilities. The standards and rules on providing accessible customer service are set out in the:
Accessibility Standards for Customer Service (Ontario Regulation 429/07)
Communication Communication with people with disabilities will be managed in ways that take into account their disability.
Employees will be trained to communicate with customers over the telephone in clear and plain language and to speak clearly and slowly.
In addition, we will offer to communicate with customers in alternative ways if telephone communication is not suitable to their communication needs or is not available.
If the accessible information requested is not convertible, we will explain why it is not convertible, and will provide the content in writing for the hearing impaired and read any content to the vision impaired, we will take action on behalf of any persons with a disability to offer translating services, we can refer to alternative services with additional care.
Unconvertible communication/information includes
Documents from our Electronic Medical Record (EMR)
Pamphlets from other sources.
Invoices.
Assistive Devices People with disabilities may use their personal assistive devices when accessing our goods, services or facilities.
In cases where the assistive device presents a significant and unavoidable health or safety concern or may not be permitted for other reasons, further measures will be used to ensure the person with a disability can access our goods, services or facilities.
Our staff will be trained and familiar with various assistive devices we have on site or that we provide for use by customers with disabilities while accessing our goods, services or facilities.
Service Animals Persons with disabilities may enter our premises accompanied by a service animal and keep the animal with them provided that the animal is not otherwise excluded by law. A service animal can be easily identified through visual indicators, such as when it wears a harness or a vest, or when it helps the person perform certain tasks.
If service animals are prohibited by another law, we will explain why the animal is excluded and discuss with the customer another way of providing goods, services or facilities.
When we cannot easily identify that an animal is a service animal, our staff may ask to provide documentation from a regulated health professional that confirms the person needs the service animal for reasons relating to their disability.
A regulated health professional is defined as a member of one of the following colleges:
College of Audiologists and Speech-Language Pathologists of Ontario
College of Chiropractors of Ontario
College of Nurses of Ontario
College of Occupational Therapists of Ontario
College of Optometrists of Ontario
College of Physicians and Surgeons of Ontario
College of Physiotherapists of Ontario
College of Psychologists of Ontario
College of Registered Psychotherapists and Registered Mental Health Therapists of Ontario
Service animals are prohibited from Procedure Rooms 1, 2 and Room 24 where sterile procedures are conducted.
Note: It should be noted that it is the responsibility of the person with a disability to ensure that the service animal is kept in control at all times.
Support Persons People with disabilities can access their disability-related support person while using our services.
In situations where confidential matters will be discussed, the support person may be asked to sign a confidentiality agreement or the role of the support person may need to be agreed to in advance of the meeting. Notice of Temporary Service Disruption The clinic will provide notice in the event of a planned or unexpected disruption in the services or facilities usually used by people with disabilities.
The way we provide the notice will be determined by the nature of the problem. This notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, where possible.
Training AODA training will be provided to all members of our organization including, all employees, volunteers: all persons who participate in developing the organization’s policies; other persons who provide goods, services or facilities on behalf of the organization, as appropriate to their duties.
Training will include: AODA/integrated Accessibility Standards and Human Rights Code (AODA edition) which includes but is not limited to the following:
An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
Instruction on clinic policies related to the customer service standard
How to interact and communicate with people with various types of disabilities
How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person
How to use the equipment or devices available on-site or otherwise that may help with providing goods, services or facilities to people with disabilities such as:
After hours ramp entry speaker and door unlock
Wheel chairs
Electric tables
Disabled lift
What to do if a person with a disability is having difficulty in accessing goods, services or facilities
Additional training on IASR and AODA standards will be required of those persons developing the organizations policies
Staff will also be trained on an on-going basis in connections with changes to the law, changes to the policies, practices and procedures governing the provisions of goods and services to persons with disabilities.
Feedback Process Feedback on how we provide accessible customer service is welcome to help us identify barriers and respond to concerns.
Those who wish to provide feedback on how we provide goods, services or facilities to people with disabilities can be provided in the following way(s):
In person
By telephone
In writing by mail or email to accessibility@wcfht.ca by completing our Accessibility Feedback Form. This form can be accessed by CLICKING HERE.
All feedback, including complaints, will be forwarded to the appropriate person in the organization and / or shared with the building owners, if appropriate.
We will ensure our feedback process is accessible to people with disabilities by providing or arranging for accessible formats and communication supports, upon request.
Notification This policy will be posted within the building and on our website.
This document will also be provided in an accessible format or with communication support, on request. We will consult with the person making the request to determine the suitability of the format or communication support. We will provide the accessible format in a timely manner and, at no additional cost.
Modifications to this or other policies The clinic is committed to developing customer service policies that respect and promote the dignity and independence of people with disabilities. Therefore, no changes will be made to this policy before considering the impact on people with disabilities.
