Clinic Policies

Appointments can be booked by phone.

When booking your appointment please provide a brief description of the nature of your problem. This allows our staff to book the appropriate amount of time that you will need for the appointment. All family members that need to be seen by the physician require their own appointment.  To ensure appropriate care at times you may be asked to book a follow-up appointment if you have several concerns you would like to discuss with the physician. 

Our physicians always strive to remain on time for their appointments. We ask that you plan to arrive at the clinic a minimum of 10 minutes prior to your scheduled appointment time. This ensures that you can complete any paperwork, our medical staff can complete initial assessments and tests and that you can be roomed for the beginning of your appointment.  If you arrive late to your appointment you may not be able to be seen that day and need to reschedule your appointment, and a no show fee may apply.

Please understand that at times there are medical emergencies that can occur that take precedence over scheduled appointments. We appreciate your patience and understanding for these instances.

To ensure timely access to care for all our patients we please ask that you provide at least 24 hours notice if you cannot attend your appointment. Failure to do so may result in a late cancellation fee.

Missed appointments without notification will result in a no show fee as outlined in the uninsured services section.  Recurrent unexplained missed appointments may result in you being discharged from the practice.

This policy does not apply to appointments cancelled due to inclement weather. Please contact the office as soon as you feel unsafe to travel due to weather. Dr. Moynes and Glatt may cancel clinic due to inclement weather, and every effort will be taken to notify affected patients. 

As part of providing comprehensive family medicine we need to be aware when you are visiting outside healthcare providers, particularly walk-in clinics. We do not typically get notes and records from walk-in clinics, cannabis clinics and virtual clinics. If they prescribe medications or make changes without our knowledge you could be harmed. 

Further telephone walk-in clinics can provide very limited health care as they cannot examine you. This can result in harm to you by getting necessary investigations, antibiotics prescriptions and medication changes. 

As a reminder we have same day appointments for urgent issues, and an After Hours Clinic available.  All physicians at the After Hours Clinic have access to your record and will provide us detailed information about your visit. Please see link for further information.

https://napaneefamilyphysicians.ca/after-hours-clinic-info

The Ministry of Health often notifies us when you seek care outside of our practice but does not provide detailed information. You will be contact by our office to get details from you so we can request notes of these visits.

Choosing to repeatedly seek care outside of your health home could result in dismissal form Napanee Family Physicians.

Drs. Glatt and Moynes would like to work collaboratively with patients to ensure they take an active role in managing their medications and health. For chronic medications  our physicians will generally provide you with sufficient supply to last you between appointments. We strive to also line up medication prescriptions to ensure that chronic medications are all due around the same time. 

If you see that you are running low on medication and do not have any repeats that would be an appropriate time to book an appointment.Bring all medications with you to any appointment that you are requesting renewals. Please book appointments at least  4-8 weeks prior to running out of medication. 

Medication renewals by fax or phone are an uninsured service as outlined in the uninsured services section and can take up to 5 business days from the initial request.

Our office cannot communicate via personal email due to privacy concerns. We ask that all communications be done in person, through our secure messaging service, or by telephone.  

We encourage all patients to sign up for MyResults through lifelabs so they can review their own blood work and contact our office if they have questions or concerns. Given the volume of results received daily we cannot contact patients regarding all normal test results.  If you have had a test (e.g. x-ray, CT scan, etc...) that you would like to review, or you would like to be contacted with your results, we encourage you contact our office or make an appointment.  

Please note all blood work requisitions and other investigations (e.g. X-rays)  are recorded in our EMR. Any unauthorized alteration of these forms is considered fraud. This will result in immediate dismissal from Napanee Family Physicians and may result in legal action.

There are number of medications that have higher risk of dependence and misuse which are called controlled substances. 

These include several types of medications including opioids (also called narcotics, pain medications), stimulants for ADHD, and certain sleep aids. 

All patients on these medications are required to complete a Controlled Substances Contract with Drs. Glatt and Moynes. 

Your Physician may also ask you to complete periodic drug screening tests, these are required for continued prescribing of medications.

Controlled substances must be accurately monitored, if you are on these medications no other medical provider outside those at Napanee Family Physicians should be prescribing these medications unless discussed with your doctor.

If these  medications were prescribed by your previous healthcare team your prescription may need to change due to new guidelines and standard of care. Depending on your medications and medical history you may be required to go to the pharmacy daily to receive these medications.  This should be discussed with your physician.  

Failure to follow these policies and those in the Controlled Substances Contract may result in a warning or discontinuation of the physician-patient relationship.

Napanee Family Physicians is committed to providing a safe , secure and respectful environment for staff and patients. We have a zero-tolerance policy for threatening or inappropriate behaviours. This includes but is not limited to behaviours such as swearing, threats or threatening behaviours, unwanted physical contact, sexual harassment,  yelling at or insulting staff, and discriminatory remarks. This applies to medical staff, physicians and other patients. Failure to abide by this policy may result in you being discharged from the practice immediately.

While OHIP covers the majority of health care services you will receive from Napanee Family Physicians it unfortunately does not cover all services. Examples of uninsured services include medical care such as travel advice, cosmetic procedures and prescription renewals by fax or phone. Other common uninsured services include completion of forms for school, work or insurance benefits. 

All uninsured services will be charged a standard fee, which can be paid by debit only. 

For patients and families experiencing financial hardship, on ODSP or Ontario Works please discuss this with your physician.

Please find an up to date list of Uninsured Services in the file section below. 

 It is common that you may be given a Third Party Medical Report request for your physician to complete. These forms are usually for Short/Long Term Disability or Applications for Life/Disability Insurance, amongst other reasons.

These services are not insured by OHIP and are either paid for by the Third Party or the responsibility of the patient.

Per the College of Physicians and Surgeons of Ontario (CPSO) your physician has either 45 or 60 days to complete these requests (Depending on nature of Form/Request.  Your physician may be able to complete these forms sooner at their discretion/availability.

If your request must be completed in a shorter interval you will be charged a Rush Fee, starting at $50 but may be higher depending on time provided to complete the form(s).

If you will be unable to attend clinic due to weather (e.g. large snowstorm), please contact office as soon as you know you will not be able to attend.

Napanee Family Physicians may cancel clinic if it is unsafe for our medical team to  travel to the office. You will be contacted regarding any closures.

Cancellations due to inclement weather are exempt from our cancellation policy.

Please be advised Napanee Family Physicians is a teaching practice. Dr. Glatt and Dr. Moynes may have Medical Students (currently in school, but not yet a Doctor) or Residents (Doctors whom are completing there training in a chosen specialty). Residents are able to diagnose, order testing and write prescriptions. 

You will always been seen at appointments with Medical Students by Dr. Glatt or Moynes. For appointments with Residents you will often only been seen by that provider. All patient visits are reviewed with either Dr. Glatt or Dr. Moynes.