At our clinic, we are committed to creating a safe, respectful, and caring environment for all. We understand that in the course of your medical care and treatments, booking appointments and accessing care, frustrations can arise. This policy outlines the mutual responsibilities of both our staff and patients to ensure that everyone feels respected.

Responsibilities of Physicians and Staff

1. Respect and Compassion:

Our team will treat you with kindness, empathy, respect, and without judgment, honoring your personal and cultural preferences.

2. Clear Communication:

We will listen to your concerns and explain things clearly and privately, making sure you feel understood.

3. Professionalism: 

Our staff will remain professional and supportive, and we’ll address any issues or concerns you raise promptly and fairly.

Responsibilities of Patients

1. Mutual Respect:

Please treat our staff and other patients with the same respect and courtesy you expect. Bullying or harassment won’t be tolerated. Harassment can take many forms including but not limited to intimidation, condescending or patronizing language, impatience, refusal/ reluctance to answer questions, giving misleading information and manipulation. 

2. Honesty:

Provide us with accurate information so we can give you the best care possible. This includes, other providers you are seeing, notifying your doctor before you stop any medications, updating your address and contact information. 

3. Collaboration:

Work with us in following your treatment plan and communicating any concerns in a constructive way.

Working Together for a Positive Experience

We are all responsible for creating a welcoming space where everyone feels safe. If you have concerns, let us know, and we’ll work to resolve them together. In cases of disrespect or bullying, the incident will be documented and actions may be taken up to, and including, termination of patient status, based on the severity of the incident.

Thank you for helping us maintain a respectful and caring environment! 

Appointments that are missed or cancelled with less than 24 hours notice will be subject to a no show fee of $40. This applies to virtual appointments as well unless there is a technological reason why we couldn’t complete our visit.

Erin Roman, RD and Tatiana Baron, RCC have updated their booking and cancellation policy.

We now require a credit card on file to confirm appointments. No shows and cancellations within 48 hours will be automatically charged 50% of their appointment fee.

We strive to run our clinics on time. To do this, it is very important that you arrive for your appointment on time, or ideally a few minutes early. If you are coming for a physical exam, well baby visit or IUD insertion, it is very important that you arrive 10 minutes before your scheduled appointment to allow time for measuring your blood pressure, weighing your baby or providing a urine sample.

Occasionally something complex, time sensitive or urgent may arise and we may be late to our visit with you. We thank you for your patience when this happens, and hope you know that we value your time.

Teaching for students and residents in the UBC Faculty of Medicine is provided at Westward. You will be notified at the time of your appointment if your provider is working with our resident physician.

In cases where your family doctor is ill or taking leave, our locum or another physician will provide coverage during their absence.

Did you know we offer virtual visits? If you are sick, unable to make it into the clinic or if you need to see your doctor for something that does not require a physical exam this is a great option.

Our providers and staff may occasionally communicate with you through a secure message. A link to view the message will be sent to your preferred method of contact and will prompt you to sign in to your patient portal.

If you are unsure or unable to connect to your patient portal please contact our virtual care assistant at virtualcare@comoxvalleydivision.ca

This support is to be used by existing patients at our clinic and is not for questions regarding your health (ie. tests results). If you have any questions relating to your healthcare or appointment details, please contact your physician’s office directly.

This is not an urgent service, please allow 2 business days for a response from the team.

Medical forms, doctor’s notes, driver’s medical forms, and insurance forms are not covered by MSP and there will be a fee for completing these, if the fees are not covered by your employer or the requesting party. Fees depend on the length and complexity of the form.