NEW PATIENTS
WELCOME TO SYMPHONY HEALTH
NEW PATIENTS
Dr. Kate Payne
Medical Director
Our patient portal helps you become a key partner in your healthcare.
Join Symphony’s Patient Portal
Access your doctor online
- Book appointments
- Select access to your medical records
- One way messages from your doctor
- Pre-appointment reminders and information gathering
Access your patient portal in 2 easy steps
- Download the patient portal app for your phone
- Login using your PHN number
Become a Patient
We are actively growing our physician team in order to accept new patients. You can join our waitlist today and we will contact you when one of our doctor’s has an opening.
FAQ’s
Booking an appointment
All appointments need to be booked via our website or through our phone app.
In the rare case of emergency you can contact our office and our reception staff will make a decision on how best to proceed with the issue; either referring you to emergency care, booking a same day appointment or asking you to rebook online.
Preparing for an appointment
Please do the following as you arrive for your appointment:
- Check you have filled in all of the forms sent to you by your doctor.
- Arrive at our office as close to your scheduled appointment time as possible – no earlier than 5 minutes ahead.
- Do not bring extra people with you unless medically necessary.
- A bottle of hand sanitizer is located by the door; please sanitize your hands upon entering our clinic.
Preparing for a video / phone call appointment
Please do the following to prepare for your online / phone appointment:
- Allow a one hour window.
- Be ready and confirm that your phone is near and turned on, with the volume up 15 minutes prior to your expected call window. This is greatly appreciated.
- Doctor’s will likely call from a private or blocked number; but could also call from our office or from their personal cell phone, so please answer all calls at that time.
Note: We have a 24 hour cancellation policy. Our no show policy or late cancellation under 24 hours policy is $40 per 10 min time reserved. If you miss your call the doctor will try calling you again. If you miss the second call you will be charged $40 for the missed appointment and you will need to reschedule.
Patients with multiple medical issues
If you have more than one medical issue you’d like to discuss, please let us know at the time of booking so we can allocate the appropriate amount of appointment time. Use the form provided when you book to list each issue you want to address (for example prescription refills, reviewing test results, or new symptoms). Please list your concerns in order of priority. Your doctor will review the list and may reorder it if one concern is more pressing. Depending on the time available, some issues may need to be addressed at a follow-up appointment.
Following up on results
Do not assume no news is good news. Please follow up with your doctor regarding any tests you have had. If you would like your doctor to review your test results with you, please book an appointment. A telephone or video appointment is often the most convenient way to go over results and discuss next steps.
Uninsured Services
Below is a list of the most common uninsured services we provide. You will be asked to pay for uninsured services prior to receiving them according to the fee schedule recommended by the B.C. Medical Association. Please enquire at our reception desk for what these fees are
- Routine Annual Complete Physical Examination
- Private counselling (i.e. – personal health counselling) per 30 min
- Pre-employment Physical Exam
- Driver’s Medical Examination Form (yellow form) & Physical
- Driver’s Medical Examination Form (blue form)
- Short note/forms (i.e. Daycare/Camp/Work/Cancellation, etc)
- Disability Tax Credit CPP Disability Medical Report Form
- Prescription Renewal (by fax)
- Missed Appointment/ Late Cancellation (per every 10 mins booked)
- Faxing & Photocopying (per page)
- Transfer of Medical Records
- Referral Note for Chiropractor, Physiotherapy, Massage
- Wart Removal (per lesion/wart)
- Cosmetic Excision (including tray fee)
- Skin Tag Removal (per session)
- Travel Advice
- Private Injection (uninsured vaccines)
Prescription renewals
Each of our doctors has their own policy for prescription renewals, so please check with your doctor about the best way to renew your medications. In most cases you will need to book a phone or video consult with your doctor. In some circumstances we are able to fax a prescription directly to your pharmacy.
Annual check ups
Annual check-ups are not covered by MSP unless it is medically necessary. Reception has a fee guide that we follow (based closely on the Doctors of BC recommendations) for this and other uninsured services.
No show / late fees
No-shows and late cancellations waste valuable physician time and increase wait times for everyone. To keep appointments available, we charge a fee of $40 per 10 minutes of booked time for missed appointments. The following are considered a “no-show”: Cancelling or rescheduling an appointment with less than 24 hours’ notice; Not attending a booked in-person appointment; Arriving more than 10 minutes after your scheduled start time, if your doctor is no longer able to see you; For phone or video appointments: not answering after two call attempts during your appointment window. Appointments can be cancelled through the patient portal or by calling our office during opening hours. We understand that emergencies happen. Genuine extenuating circumstances, such as a medical emergency or a sudden death in the family, will always be taken into account. New appointments can be booked once any outstanding fee is settled
Delays
If your appointment is delayed we appreciate your patience.
We make every effort to be on time. We take this seriously. If we are late it could be because every patient took a little longer than usual or sometimes a patient’s medical problem requires considerable medical attention. We never know what problem the next patient will have but we will always take the necessary time to manage the problem in a thorough manner.
Transferring your medical files
For continuity of care it’s always a good idea to have your medical files transferred from your previous clinic. Typically the office that is sending the documents will bill you a fee for this service (inquire with them about their rate).
Our privacy policy
Our privacy policy outlines how we protect the personal information we collect about you. Personal information is any identifying information about you, including your physical and mental health. We value patient privacy and are committed to being accountable for how we treat your personal information. Everyone working for this office is required to adhere to the protections described in this policy.
You can find our privacy policy here.
Symphony Health acknowledges that the land we work and live on is the unceded territory of the Coast Salish peoples, including the territories of the Səl̓ílwətaʔ/Selilwitulh (Tsleil-Waututh), the xwməθkwəy̓ əm (Musqueam), the Skwxwú7mesh (Squamish) and the Stó:lō Nations.
Symphony Health is committed to true and lasting reconciliation with Indigenous peoples in Canada.
