The Office

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Willoughby Family Practice

Office Policies
At Murrayville Family Practice group [MFPG] and Willoughby Family Practice Group [WFPG] we understand the importance of privacy and the protection of our patients’ personal information. MFPG/WFPG has always placed the highest value on ensuring the confidentiality of the patient’s personal information trusted to us.
Your Consent
When you provide personal information, you agree and consent that MFPG/WFPG may collect, use and disclose your personal information in accordance with MFPG/WFPG Privacy Policy. You’re free to a withdraw your consent. However if you choose not to provide us with consent to collect, use or disclose personal information, we may not be able to offer the healthcare services required for your ongoing longitudinal care. We will inform you how the withdrawal of consent will affect your receiving healthcare from MFPG/WFPG and the community around you.
Accuracy and Retention
MFPG/WFPG endeavours to ensure that your personal information is as accurate as necessary and generally retains personal information as long as is required by the College of Physicians and Surgeons of B.C. (CPSBC) in order to fulfill the purposes for which it was originally collected.
Protection of Personal Information
MFPG/WFPG endeavors to maintain appropriate physical, procedural, and technical security with respect to its offices and information storage facilities.
Access to your Personal Information
MFPG/WFPG endeavors to provide access to personal information within a reasonable time and no later than 30 days from the date of your request. MFPG/WFPG may decline to provide access to personal information in certain limited circumstances.
When the MFPG/WFPG may disclose your personal information
MFPG/WFPG will only disclose your personal information in accordance with the MFPG/WFPG Privacy Policy. MFPG/WFPG may, collect, use and disclose personal information to confirm or support your healthcare needs with third parties, including:
• Medical Specialists, both in the community and the hospital
• Accredited diagnostic facilities, including but not limited to Medical Imaging and Clinical Laboratory Services
• Third Party Insurers, who have received your prior approval
• Worksafe B.C. adjustors, where you have authorized the release of information
• ICBC claims adjustors, where you have authorized the release of information
MFPG/WFPG does not engage in any commercial use of your information.
Resolving you Privacy Concerns
In the event of questions about MFPG’s/WFPG’S collection, use or disclosure of personal information please contact us at 1-604-533-1140.
Our policy is to follow up with patients with any abnormal test results (by phone, virtually, or in-person). Given the volume of test reports that we process each day our general policy is that “no news is good news”. In other words, if you don’t hear from us, it means that no action is required.
To view test results including X-ray, ultrasound and CT scanning please sign up for Accession (our patient portal). This allows you to log into your personal health record as maintained by Murrayville Family Practice Group.
You will recieve a follow-up a call or email from your healthcare provider or one of our medical office assistants (MOA). Feel free to ask your provider to review results with you at your next scheduled appointment.
You can also obtain secure internet access to your own lab results at LifeLabs https://www.lifelabs.com or Fraser Health outpatient labs http://www.myehealth.ca/
PharmaNet is the secure network created to link community pharmacies and MDs and NPs throughout the province. Given the incredibly complex nature of medicine and the reality that most people have more than one health care provider prescribing for them, we as your health care provider, must be able to access your current medication profile in order to protect you from potentially dangerous medication interactions and duplications. Only authorized staff have access to your health records including medication profile. As a patient of Murrayville Family Practice Group we consider that we have your implied consent to accessing PharmaNet. Please speak to your primary care provider if you have any concerns.
Please remember we are a scent free office.
The Murrayville Family Practice team values each patient and commits to treating all with compassion and respect. We recognize that health care issues are often emotionally loaded and stressful for our patients and endeavour in the midst of that to be empathetic and understanding. We expect our patients to treat us with respect and will not tolerate any physical or verbal abuse. We will not tolerate foul language or harassment of any kind. We encourage our patients to partner with us in their health care by following through with our recommendations and attend appointments on time. We provide our full attention during office visits and expect the same from our patients and request that cell phones be on vibrate and not answered while in the office.
A patient that does not keep their appointment impacts our ability to effectively care for both themselves as well as others. This unfilled appointment time means someone else has missed an opportunity for timely care. We understand that perhaps an emergency prevented the patient from coming in for their scheduled appointment and when we are contacted at their earliest convenience we work to reschedule the appointment in a timely fashion.
We require 24 hour notice if you are cancelling an appointment. Failure to notify our office 24 hours in advance may result in being invoiced for the booked office visit. We provide a 24 hour cancellation line via our phone system. Upon calling in our phone system offers the option to access our cancellation line by pressing 2. Leave your name, date and time of the appointment that you are cancelling. Alternatively, please use Accession.
Murrayville/Willoughby Family Practice is happy to offer our family practice patients the opportunity to request prescription refills via Accession Patient Portal website or Aero app. If you are a patient of our practice, please click the Accession Patient Portal link (below).
This is the quickest and most direct way to request a prescription refill. If your medication is not listed, please call the office and we will look into this for you.
Alternatively, you can call your pharmacy and request a prescription refill. The pharmacy will fax our office and requests are reviewed by our practitioners. Refills will be faxed back within 3-4 business days.
Medical Services Plan (MSP), your public health insurance, does not cover all services provided by your primary care provider (MD & NP). Services not covered by MSP are referred to as “uninsured services”. Examples of uninsured services include, forms, sick notes, insurance and disability forms. For more information on uninsured services please contact the office during regular hours.
At Murrayville Family Practice group [MFPG] we understand the importance of privacy and the protection of our patients’ personal information. MFPG has always placed the highest value on ensuring the confidentiality of the patient’s personal information trusted to us.
Your Consent
When you provide personal information, you agree and consent that MFPG may collect, use and disclose your personal information in accordance with MFPG Privacy Policy. You’re free to a withdraw your consent. However if you choose not to provide us with consent to collect, use or disclose personal information, we may not be able to offer the healthcare services required for your ongoing longitudinal care. We will inform you how the withdrawal of consent will affect your receiving healthcare from MFPG and the community around you.
Accuracy and Retention
MFPG endeavours to ensure that your personal information is as accurate as necessary and generally retains personal information as long as is required by the College of Physicians and Surgeons of B.C. (CPSBC) in order to fulfill the purposes for which it was originally collected.
Protection of Personal Information
MFPG endeavors to maintain appropriate physical, procedural, and technical security with respect to its offices and information storage facilities.
Access to your Personal Information
MFPG endeavors to provide access to personal information within a reasonable time and no later than 30 days from the date of your request. MFPG may decline to provide access to personal information in certain limited circumstances
When the MFPG may disclose your personal information
MFPG will only disclose your personal information in accordance with the MFPG Privacy Policy. MFPG may, collect, use and disclose personal information to confirm or support your healthcare needs with third parties, including:
• Medical Specialists, both in the community and the hospital
• Accredited diagnostic facilities, including but not limited to Medical Imaging and Clinical Laboratory Services
• Third Party Insurers, who have received your prior approval
• Worksafe B.C. adjustors, where you have authorized the release of information
• ICBC claims adjustors, where you have authorized the release of information
MFPG does not engage in any commercial use of your information.
Resolving you Privacy Concerns
In the event of questions about MFPG’s collection, use or disclosure of personal information please contact us at 1-604-533-1140.
Our policy is to follow up with patients with any abnormal test results (by phone, virtually, or in-person). Given the volume of test reports that we process each day our general policy is that “no news is good news”. In other words, if you don’t hear from us, it means that no action is required.
To view test results including X-ray, ultrasound and CT scanning please sign up for Accession (our patient portal). This allows you to log into your personal health record as maintained by Murrayville Family Practice Group.
You will recieve a follow-up a call or email from your healthcare provider or one of our medical office assistants (MOA). Feel free to ask your provider to review results with you at your next scheduled appointment.
You can also obtain secure internet access to your own lab results at LifeLabs https://www.lifelabs.com or Fraser Health outpatient labs http://www.myehealth.ca/
PharmaNet is the secure network created to link community pharmacies and MDs and NPs throughout the province. Given the incredibly complex nature of medicine and the reality that most people have more than one health care provider prescribing for them, we as your health care provider, must be able to access your current medication profile in order to protect you from potentially dangerous medication interactions and duplications. Only authorized staff have access to your health records including medication profile. As a patient of Murrayville Family Practice Group we consider that we have your implied consent to accessing PharmaNet. Please speak to your primary care provider if you have any concerns.
Please remember we are a scent free office.
The Murrayville Family Practice team values each patient and commits to treating all with compassion and respect. We recognize that health care issues are often emotionally loaded and stressful for our patients and endeavour in the midst of that to be empathetic and understanding. We expect our patients to treat us with respect and will not tolerate any physical or verbal abuse. We will not tolerate foul language or harassment of any kind. We encourage our patients to partner with us in their health care by following through with our recommendations and attend appointments on time. We provide our full attention during office visits and expect the same from our patients and request that cell phones be on vibrate and not answered while in the office.
A patient that does not keep their appointment impacts our ability to effectively care for both themselves as well as others. This unfilled appointment time means someone else has missed an opportunity for timely care. We understand that perhaps an emergency prevented the patient from coming in for their scheduled appointment and when we are contacted at their earliest convenience we work to reschedule the appointment in a timely fashion.
We require 24 hour notice if you are cancelling an appointment. Failure to notify our office 24 hours in advance may result in being invoiced for the booked office visit. We provide a 24 hour cancellation line via our phone system. Upon calling in our phone system offers the option to access our cancellation line by pressing 2. Leave your name, date and time of the appointment that you are cancelling. Alternatively, please use Accession.
Murrayville/Willoughby Family Practice is happy to offer our family practice patients the opportunity to request prescription refills via Accession Patient Portal website or Aero app. If you are a patient of our practice, please click the Accession Patient Portal link (below).
This is the quickest and most direct way to request a prescription refill. If your medication is not listed, please call the office and we will look into this for you.
Alternatively, you can call your pharmacy and request a prescription refill. The pharmacy will fax our office and requests are reviewed by our practitioners. Refills will be faxed back within 3-4 business days.
Medical Services Plan (MSP), your public health insurance, does not cover all services provided by your primary care provider (MD & NP). Services not covered by MSP are referred to as “uninsured services”. Examples of uninsured services include, forms & sick notes, insurance and disability forms. For more information on uninsured services please contact the office during regular hours