Patient Information & FAQ
Enrolment and waitlist
Are you accepting new patients?
Yes. We are opening our books in stages and prospective patients can join the waitlist. We'll contact you by email when a spot opens.
How does the waitlist work?
We contact people roughly in the order they joined, with priority given to families where children or elderly parents need a family physician, and to people living in our catchment area (the North Shore).
Do I need to live on the North Shore?
Not strictly, but we prioritise patients who live within reasonable travelling distance of Lower Lonsdale, since family medicine works best when in-person visits are practical.
Booking and visits
How do I book an appointment?
Once enrolled, you'll receive an invitation to our booking portal (Medeo), where you can self-book appointments, request prescription renewals, and access virtual visits.
Can I see Dr. Carol for virtual visits?
Yes, for appropriate follow-up consultations. First visits and physical examinations are always in person.
What happens if Dr. Carol is away?
For planned absences (vacation, CME) we arrange locum cover or refer urgent matters to our partner practice nearby. For urgent after-hours care, call 811 (HealthLink BC) or attend Lions Gate Hospital emergency.
Billing and coverage
Are visits covered by MSP?
Yes. All medically necessary visits are covered by the BC Medical Services Plan (MSP) for BC residents with valid coverage. Out-of-province patients may have costs depending on their provincial plan's reciprocal billing arrangement.
What about insured services like forms, notes, or travel medicine?
Some services are not covered by MSP — medical forms, sick notes, travel vaccines, and certain procedures. These are billed to the patient directly at rates consistent with the BC Medical Association's recommended fee schedule. A price list is available at reception on request.
Privacy and records
Where is my information stored?
Information submitted through our waitlist form is stored on Canadian servers. Clinical records, once you are enrolled, are stored in a TELUS Health EMR which is also Canadian-hosted and fully PIPA-compliant. See our Privacy Policy for details.
How do I get a copy of my records?
Under PIPA, you have the right to access the personal information we hold about you. Contact our Privacy Officer to request a copy; we will respond within 30 days.
Still have questions?
Email us at hello@theclinic.example and we'll do our best to help.