Clinic Policies

    Test Results Policy

  • All abnormal results will be communicated to our patients. Timing of the notification will be based on the urgency of the result.
  • Due to high volumes and limited administrative funding, we are unable to provide NORMAL lab results by phone or through our online portal. If you wish to receive these results please book an appointment with your doctor.
  • Requests for an electronic or hard copy of your result(s) are subject to an administrative fee ($5).
  • Please allow up to 1 week for the doctor to respond to your request (longer if doctor on vacation).

  • Prescription Renewal Policy

  • Your doctor will always strive to prescribe enough medications to last until your next appointment is due . For many long-term medications, this can be up to a year.
  • Prescription renewals are only provided during a clinic appointment with your own physician.
  • Emergency Requests to renew medications by phone or through the patient portal are subject to an administrative fee of $15.
  • All renewal requests can take up to 1 week to be processed by your physician (or longer if your physician is on vacation).
  • In rare cases where your physician is not available (due to holidays) your pharmacy can typically fill an emergency renewal of most medications to bridge the gap until your next appointment. A 2 week emergency supply of your prescription(s) will also be provided at urgent care clinic if all above options have been exhausted.

  • Late Cancellation/No Show Policy

  • We ask that our patients provide 24 hours notice prior to cancelling or rescheduling appointments.
  • There will be a $50 charge for any late cancellations or no show visits.
  • Dr. Malakieh’ s office requests 48 hours notice for cancellations and rescheduling. There will be a $50 charge for missed follow up appointments and a $100 charge for missed initial consultations.

  • Lateness Policy

  • You are asked to show up 10 minutes early for your appointment to allow sufficient time to find parking, register and complete any necessary forms.
  • Failure to do so will likely lead to rescheduling of your appointment and may be subject to a missed appointment fee.

  • OHIP Card Policy

  • Our patients are required to present a valid OHIP card at each visit.
  • In case your OHIP card is invalid/expired you are responsible for cost of the visit.
  • We allow our patients a grace period of 30 days in order to renew their OHIP card and call us back with updated information.
  • If we do not have your updated card within 30 days of visit, you will be invoiced the full cost of the visit.

  • Outside Use Policy

  • You are reminded that the Ministry of Health Enrolment & Consent you signed when enrolling at GFHT stipulates that you are expected to visit us for all of your primary care needs.
  • Visiting another family physician or general practitioner leads to your family physician being penalized by the Ministry of Health.
  • Recurrent use of other clinics such as walk-in clinics is viewed as breach of the registration contract and can lead to de-rostering from the practice.
  • This policy does not apply to emergency department visits, specialists’ visits, or visits made out of town.

  • Urgent Care Policy

  • Our Urgent Care clinic is open Mondays 10:30am – 8 pm, Tuesdays – Thursday from 12:45am – 8pm. Friday 11 am – 3:30 pm. Saturdays 9am-12 am.
  • We are not a walk in clinic and appointments are booked by calling us on the day of your urgent illness.
  • These appointments are reserved for same day URGENT illness such as pediatric acute illness, same day major injuries, and urinary infections.
  • We ask that you respect the urgent care usage policy so that we can maintain space for those who are urgently sick.

  • Portal Policy

  • Our portal is not intended to deal with urgent matters.
  • Responses can take up to 1 week (longer if your physician is on holidays).
  • Your doctor cannot diagnose you through an email. Symptoms need to be assessed in person.

  • Abusive Behaviour Policy

  • Abusive behaviour towards clinic staff and health service providers will not be tolerated and can result in dismissal from the clinic.
  • Abusive behaviour includes any form of name calling, yelling, and any type of physical assault or threats.

  • Feedback

    Feedback, complaints, and suggestions from our patients helps us improve our services. Patients have the right to complain about any aspect of our services and we welcome all suggestions.

    Feel free to use our suggestion mailbox or to speak to one of our employees, Clinic Administrator or Executive Director.

    Accessible Customer Service Plan

    Providing Goods and Services to People with Disabilities

    The Greenbelt Family Health Team welcomes and encourages people living with disabilities to use our services. GBFHT will provide access to our services for people with disabilities in a way that respects their right to dignity, independence and integration.

    Provision of Services

    GBFHT will provide services in a manner that respects the dignity and independence of people with disabilities and Integrate services for people with disabilities. GBFHT understands that equitable access sometimes requires different treatment including separate or specialized services. However, such services will be offered in a way that respects the dignity and full participation of people with disabilities.

    Service Animals

    GBFHT welcomes service animals that are needed to assist people with disabilities. Service animals are allowed on the parts of our premise that are open to the public.

    Support People

    GBFHT welcomes people with disabilities and accompanying support people.

    Assistive Devices

    GBFHT will make reasonable efforts to permit the use of assistive devices that enable people with disabilities to use GBFHT services. GBFHT defines an assistive device is a tool, technology or other mechanism that enables a person with a disability to do everyday tasks and activities such as moving, communicating or lifting (examples include, walkers, magnifiers for reading, etc…). GBFHT also recognizes that accessibility can be achieved and provided in different ways.

    Notice of Temporary Service Disruption

    GBFHT will provide notice of service disruptions in services which affect clients with disabilities, which include the reason for the disruption, how long the disruption will last and a description of available alternatives, if any. In the event of an unplanned disruption, notice will be provided as quickly as possible.

    Employee Training

    GBFHT will provide accessible customer service training to employees, volunteers and others who deal with the public or third parties on our behalf. Training will also be provided to people involved in the development of polices, plans, practices and procedures related to the provision of our goods and services.
    Staff will be trained on Accessible Customer Service within 2 weeks of being hired.

    Training will include:

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
  • GBFHT’s plan 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 support person
  • How to use the equipment or devices available on-site or otherwise that may help with providing goods or services to people with disabilities
  • What to do if a person with a disability is having difficulty in accessing GBFHT’s goods and services
  • Staff will be trained when changes are made to our accessible customer service plan.

    Feedback process

    GBFHT welcomes customer feedback and makes information available to all customers on how to provide feedback. Feedback is accepted by GBFHT in a variety of formats. Employee assistance is available to support all patients including people with disabilities, in providing feedback.


    The Greenbelt Family Health Team welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.