FAQs

Frequently Asked Questions:

 

1.  How long is my appointment / What can I discuss in my appointment?
   The government covers 1 issue per visit per day per patient.
   Phone call appointments are a maximum of 5 minutes.
   Office appointments are a maximum of 10 minutes.
   (Physicals and exceptions apply)
   Thank you for your help keeping the doctors on time! It is INVALUABLE as it allows our doctors to help as many patients as possible and ensures all our patients get access to timely care!
    

2. When are phones answered?
   Due to the unprecedented and overwhelming demand we are continuing to receive, phones and messages will only be answered Monday to Friday between 9am and 12noon and 1pm and 4pm. The phone & message machine will be shut off outside of those hours. Thank you for your patience and understanding during this difficult time.
    

3. How can I get my prescription?
   If you are looking for a routine prescription please call your pharmacy and ask them to fax us a request. It can take us up to 2 business days to respond. If it is not a routine prescription please use our online booking or call our office to make a telephone appointment.
    

4. What is the status of my referral?
   If you are looking for information regarding a routine referral, there can be a minimum turn around time of 2 - 4 weeks for all routine referral appointments. If it is an urgent referral, it can take us 1 week to hear back from the specialist. If you haven't heard from us within this timeframe, please follow up with us. If your condition changes or gets worse contact our office right away or go straight to the hospital.
    

5.  What is Medeo?
   Medeo is our new online booking and secure messaging software that is connected to our Electronic Medical Record (EMR). We highly recommend that everyone sign up for a Medeo account. It is free for patients and allows you to receive secure messaging from your doctor and book online 24/7.
    

6.  How do I use Medeo?
   We are working on a video with instructions on how to use Medeo. In the meantime you can view help tutorials directly from Medeo at:
   https://qhrtechnologies.force.com/patient/s/
   Or you can call their tech support directly at 1-866-729-8889 extension 1 then extension 5.
   As always, you are always welcome to call the office during office hours for any questions / concerns / to book an appointment.
    

7.  Can I use Medeo for my child / dependent?
   Yes! You can absolutely use Medeo for every person (young or old) who is a patient of one of our Doctors! Each patient (young or old) must have their own Medeo account with their own unique email address.
   You can also add yourself as a "Care Circle" provider so you can book appointments from your own Medeo account by selecting your child/dependents name.
    

8. My child has had immunizations, now what?
   Babies get their immunizations at our office (with Dr. Robinson) up until 7 years of age. Daycares, Schools and After School Programs require immunization records for babies/children. Immunizations must be reported to the Middlesex London Health Unit and are to be reported by the parent/caregiver. You can report over the phone by calling 519-663-5317 or electronically through their website:
   https://mlhu.icon.ehealthontario.ca/#!/welcome
   To get a copy of your child's immunization records please speak with reception.
    

9. Is my doctor offering the COVID vaccine?
   We are not offering the COVID vaccine. Please view our posts on COVID-19 for more information.
    

10. Can I come into the office?
    Absolutely! We are currently booking office appointments and are open Monday to Friday from 9am to 5pm for drop offs / questions. Due to the risks associated with COVID-19 we are trying to keep you and all other patients as safe as possible. We ask that you wear a mask into the building and maintain 6 feet of distance.
    We are also still conducting phone call investigations depending on your situation. Outside of specific criteria, your doctor will decide if you need an in office appointment. Your doctor will cover as much information as possible during your 5 MINUTE phone call appointment so we can get you in and out of the office as safely as possible. Please help us, help you, stay healthy.
     

11. Why can't I reach the office by phone?
    Our office is currently overwhelmed by your calls and emails. Given the resources allotted to us, we are doing our best to handle all your concerns in a timely manner. We have been available and we will continue to be available throughout this pandemic in order to service all of your needs. Unfortunately, this means we must handle the most urgent concerns first. We will get to your concerns, please be patient as we continue to put the safety of you and your family first.
     

12.  Why don't I hear anything on the other end of the line when I call?
    Our office lines have a silent hold feature, as long as your call is still connected you are on hold with us and will be helped as soon as we are able. We will always answer the call and let you know you are being placed on hold.
     

13. What is the office email?
    As of June 1st, 2022 we are no longer accepting emails through gmail. We have converted to Medeo for secure electronic transmission from your doctor. Please sign up for a Medeo account to access this secure messaging and online booking.
     

14. How can I make a payment?
    We accept cash / debit / credit in the office (if it is safe for you to do so given the current state of COVID-19), e-transfer to wmo6729898@gmail.com (auto-deposit) and Credit Card through our website: Pay.WelkareMedical.ca . Please note that the credit card processing company charges for this service. 
    We no longer accept cheque and we do not accept money order.
     

15.  What if I can't make my phone call or in person appointment?
    As a courtesy to our office and to the other patients waiting for care, appointment cancellations require at least one business day's notice, except in exceptional circumstances. However, as we are a busy office we can sometimes fill your missed appointment slot and the more notice you can provide the better.
    Patients who are more than 10 minutes late for their appointment may be required to rebook and may be charged a missed appointment fee.
    As per policy, the missed appointment charges are as follows:
         - Regular appointment $35.00
         - Extended appointment $65.00
    If your account remains outstanding, you may also be reminded about any outstanding charges at the time of booking or attending new appointments. Please be reminded that as per the office policy patients who have missed THREE appointments may be dismissed from the practice, since the time is needed in the care of other patients.
     

16.  Can I drop something off to the office?
    We are in the office every day Monday to Friday 9am to 5pm, except statutory holidays. You can drop something off anytime during these hours. You must wear your mask into the building and maintain 6 feet of distance.
     

17.  What can I do if I need help after hours?
    Please contact London Doctors Relief Service at 519-672-8618 or book on their website LDRS.ca . They can be reached starting at 4pm on a weekday to book an appointment between 5pm and 8pm and between 9am and 1pm on Saturday, Sunday and Holidays.
    Or if it is an emergency go to the hospital or call 911.

 

Thank you and stay safe!