FAQ

FAQ

Information for new patients

General Information

Where are you located?

We are located at
107-810 Nipissing Rd
Milton, ON L9T 4Z9
 right next to Thiara Supermarket, Milton

Are you accepting new patients?

Yes, we are a fully functional Walk-In and Family Medical Centre. Our Physicians are accepting new patients.

I am new to Milton; will you be able to accommodate me as I am looking for a Doctor?

Yes, Our Doctors are accepting new patients. Whether you are looking for a family Physician or just for walk in visit we be able to assist you. You can book an appointment online or call us at 289-429-0350 and one of you staff member will be happy to assist you.

Is there parking nearby?

Yes, we have ample parking at the back of the plaza. For your convenience we also have couple of handicap parking spots right outside our entrance.

When is the clinic open?

The regular clinic hours are
Monday - Thursday, 10:00am - 6:00pm.
Friday, 10:00am - 2:00pm.
Saturday, 11:00am - 3:00pm.
Sunday, Closed.

Are animals allowed in the Clinic?

While most of the staff and physicians happen to love animals, however no animals of any kind are allowed unless the animal is a guide/hearing/service animal.
This policy has been set in order to accommodate our patients who may, for example, have severe allergies to animals.
Sorry for the inconvenience!

What languages are spoken at TrueCare Medical Centre and Pharmacy?

Unfortunately, this is a complicated question as many times, staff or family doctors may have some ability to carry on a conversation in languages other than English, but not have sufficient fluency to competently discuss complex medical issues.
That being said our staff can help you in English, Urdu, Hindi, Punjabi and Arabic

Obtaining Care

Are there services not covered by OHIP?

At TrueCare Medical Centre and Pharmacy our staff and Physicians will try to help you out as much as possible, however there might be services which are not covered by OHIP. Therefore, we encourage you to speak to one of your staff members for further details.

Do I need OHIP coverage? What if I am covered by another health plan?

Please ensure that your OHIP coverage is kept up-to-date at all times. If your OHIP is expired or due to expire soon, please visit Service Canada website for more information on how to renew your OHIP card. The Ministry of Health will generally send you a reminder notice approximately two months before your OHIP expires, and we will try to send you a reminder around that time as well. However, it is your responsibility to ensure that your OHIP coverage is kept up-to-date at all times.
Please speak to one of our staff member as you might be entitle to our walk in services under your other health plan.

I just had a baby and need to bring my newborn baby in to see the doctor - what do I do?

Before you and your newborn baby are discharged from the hospital, you should receive instructions on when you need to bring your newborn in for his/her first check-up with the doctor. This is usually within 48-72 hours of hospital discharge.
If you wish to register your newborn baby with your TrueCare family doctor, please complete our online form or speak to one of our staff members.

I have been referred to TrueCare Medical Centre by the Healthcare Connect service, what do I do next?

Health Care Connect helps Ontarians who are without a family health care provider (family doctor or nurse practitioner) to find one. People without a family health care provider are referred to a family doctor or a nurse practitioner who is accepting new patients in their community.
TrueCare Medical Centre is part of this program as part of our commitment to help service the medical needs of our community.
Being referred by HCC does not automatically mean that you are a patient of the suggested doctor. Individuals still have to register to make sure the suggested physician is available when the registration is processed.
Thanks, and we look forward to meeting soon!

I am newly pregnant and need both prenatal care and a family doctor, are there any doctors that handle both types of care?

The short answer is Yes. However we will encourage you to talk to one of our staff members or Physicians to discuss your specific needs.

Information for existing patients

Scheduling Appointment

How do I schedule an appointment?

You can book an appointment online or you can call us at 289-429-0350 and one of our staff members will be happy to assist you.

How do I cancel or reschedule an appointment?

If would will like to cancel or reschedule your appointment please give us a call at 289-429-0350 and one of our staff members will be happy to accommodate you.

Why can’t I schedule multiple appointments on the same day?

From time to time, patients request to schedule more than one appointment in a day, usually because it is more convenient to come to the clinic just once. For example, an individual may ask to schedule both a regular visit to address a specific concern, as well as a periodic health exam on the same day; in other situations, patients may have multiple specific concerns and ask to schedule two or three back-to-back appointments.
In principle, TrueCare physicians would like to accommodate these requests, but our standard policy is that patients should always schedule for the most important or most pressing reason. If there are additional concerns, you can let your physician know during your in person appointment, but there is a good chance you will need to schedule a follow-up appointment on another day.

I just had a baby and need to bring my newborn baby in to see my doctor - what do I do?

Before you and your newborn baby are discharged from the hospital, you should receive instructions on when you need to bring your newborn in for his/her first check-up with the doctor. This is usually within 48-72 hours of hospital discharge.
If you wish to register your newborn baby with your TrueCare family doctor, please complete our online form or speak to one of our staff members.


Contact information and OHIP

I changed my email address, phone number, or mailing address - how do I notify the clinic?

Please notify us of your updated contact information every time it changes, including every time you change your email address.
If you email us from the email address that we have on file for you, we can update your mailing address.
We can also update by email EITHER your email address OR any phone number, but not both. This is a precaution to help protect your privacy.
After we update your information, we'll send you confirmation by email and/or phone as appropriate.

My OHIP is expired, or is about to expire - what should I do?

Please ensure that your OHIP coverage is kept up-to-date at all times. If your OHIP is expired or due to expire soon, please visit Service Canada for more information on how to renew your OHIP card. The Ministry of Health will generally send you a reminder notice approximately two months before your OHIP expires, and we will try to send you a reminder around that time as well. However, it is your responsibility to ensure that your OHIP coverage is kept up-to-date at all times.
Once your OHIP has been renewed, please remember to complete Update OHIP Information Form or alternatively you can call our office at 289-429-0350 to let us know of your new OHIP information and to ask for reimbursement of any amounts paid by you out-of-pocket during the period in which you were not covered by OHIP.

I renewed my OHIP card - how do I notify the clinic?

Once your OHIP has been renewed, please remember to complete Update OHIP Information Form or alternatively you can call our office at 289-429-0350 to let us know of your new OHIP information.
Unfortunately, the Ministry of Health does not transmit this information directly to us, so we will not be made aware of this information until you notify us.

Medical Information

How can I ask my doctor medical questions or make medical requests?

Please note that we are not able to reliably satisfy urgent requests received by email, fax, or phone, particularly for medical issues or questions.
Instead, it may require up to several business days for us to respond. Should you need something addressed or answered more urgently, please book an appointment so the concern can be properly addressed.
If this is an emergency, please visit your nearest emergency room or contact your local Emergency Services at 9-1-1.

How can I request a copy of my medical records?

Please give us a call if you'd like to receive a copy of your own medical records. Once received, you are of course welcome to further re-transmit it elsewhere (e.g. other health care professionals involved in your care).
Alternatively, you may also ask third-parties to send us a signed authorization requesting the relevant documents.
In either situation, there may be a administrative charge for this service, depending on the scope of your request and the amount of administrative and physician time it requires to process the request.
It may take up to 10 business days for us to complete this request, again depending on the scope of your request.


Prescriptions

How can I have my prescription renewed without coming in to see my doctor?

Patients have the option of requesting a renewal of an existing/current prescription issued by their current True Care Medical Centre physician without an appointment first.
In some cases the physicians may ask you to contact your pharmacy directly, and to have them submit the request. Some of our physicians will ask you to book a phone or video appointment.

Where can I have my prescription filled?

If you have received a medication prescription from your doctor you can fill the prescription at our onsite TrueCare Pharmacy or you can fill it at any pharmacy within Ontario.
We suggest you fill all of your prescriptions from the same pharmacy on an ongoing basis.


Blood and imaging tests

Where do I go to get my blood/imaging test done?

If your doctor gives you a requisition form in order to do blood and/or urine and/or ECG tests, you can go to any bloodwork lab within Ontario that is convenient for you.
We our patients convenience we also collect blood work on site.

How do I obtain a copy of my imaging reports / scans / films / disk / etc ...?

Sometimes when we refer patients to specialists, patients are asked to bring to their appointment with the specialist items such as the following:
  • Images, disks, or films of previous X-Ray, MRI, CT, or ultrasound tests (i.e. a picture that can actually be viewed, not just a written summary thereof)
  • Reports of previous X-Ray, MRI, CT or ultrasound tests (i.e. a written summary of what a radiologist reviewed, which typically does not include any pictures)
In general, your Magenta Health physician does not have access to any prior images, disks, scans, or films of previous X-Ray, MRI, CT, or ultrasound tests. Instead, if you have been asked to bring to your appointment any of this material, you will need to contact the testing facility directly to obtain a suitable copy.

Additional clinic policies and information

Patient Communication Policy

At True Care Medical Centre and Pharmacy, we are committed to providing our patients with accessible and quality care that is responsive to their needs. One of the ways in which we strive to distinguish ourselves from other clinics is to reduce the frustration, inefficiencies, and communication errors associated with communicating via the phone.
All too often we have heard patients express their frustration regarding difficulty getting through to a receptionist when calling into their doctor’s office, being put on hold for extended periods of time, and leaving voicemail messages that do not get answered. Even more concerning are the instances when medical errors occur or medical care is compromised because of misunderstandings or communication errors over the phone. There are also confidentiality concerns with voicemail, as well as difficulty confirming the identity of individuals over the phone.
We hope to improve the patient experience and streamline the process by which patients communicate with the clinic, while enhancing the reliability and accuracy of communication.

Technology Use Policy

Our vision at True Care Medical Centre is that technology can play a transformative role not only in the areas of medical diagnosis and treatment, but also in the delivery of health care services. In particular, we strive to use technology to, among other things:
  • improve patient care,
  • make us more accessible to our patients,
  • reduce the overall burden on the Canadian health care system, and
  • enable our physicians to safely and competently provide care to more patients.

Protecting Patient Privacy

As True Care Medical Centre is situated within Ontario, we are governed by the Ontario Personal Health Information Protection Act ("PHIPA") together with its regulations. This is the "Ontario law that governs the collection, use and disclosure of personal health information within the health sector. The object is to keep personal health information confidential and secure, while allowing for the effective delivery of health care.". As an organization, we work diligently to ensure compliance with the provisions and spirit of PHIPA, as well as, more generally, taking such measures as are reasonable and appropriate to ensure the practical protection of our patients' personal health information ("PHI").

Zero Tolerance Policy

True Care Medical Centre, True Care Pharmacy, all it staff and all its physicians are committed to providing a safe, secure, and respectful environment for all patients and staff.
There is absolutely zero tolerance for any conduct that causes any individual to feel at genuine risk of harm. In all such situations, the offending individual will be asked to immediately leave the premises and if a patient, they will be immediately discharged from the practice with no option of returning in the future.
In circumstances where there is physical contact without consent (e.g. grabbing, spitting, pushing), a police report will generally be filed to ensure appropriate records are maintained.

Seeing Multiple True Care Medical Centre Physicians

Patients sometimes ask whether they are able to consult a different GP within the clinic for certain medical concerns, instead of seeing their regular True Care Medical Centre physician. They don't want to switch physicians permanently, but rather, would prefer to see a different physician within the clinic for a specific reason.
This issue arises most frequently when patients prefer a physician of a particular gender to discuss a particular concern, such as the following:
  • gynecological concerns and/or routine gynecologic exams
  • urological concerns
  • fertility issues
  • sexual dysfunction
  • mental health
This issue also frequently comes up when patients seek to schedule with another True Care Medical Centre physician in the hopes of scheduling a more convenient appointment time.
The simple answer will be no however the need can be accessed on case to case bases and accommodation can be made where absolutely necessary.

Vaccination Policy

Vaccinations help populations avoid preventable diseases. According to the World Health Organisation, vaccinations save between two and three million lives annually and prevent the suffering of many more. Due to vaccinations, we have eradicated smallpox, and have come close to achieving the same with polio. Measles, once a common occurrence, was eliminated in Canada in 1998 due to our immunization program. Part of the efficacy of vaccinations stems from the group immunity we gain (i.e. herd immunity), which creates a barrier of protection to stop infectious diseases from reaching at-risk members of the population.
At True Care Medical Centre and Pharmacy, we strongly recommend all patients stay up to date on their immunizations absent specific medical reasons to the contrary. As a reminder, we vaccinate to protect ourselves, as well as our families, friends, and extended community members through herd immunity. When we ourselves get vaccinated, our entire communities benefit from the safety net of this herd immunity. This protects vulnerable individuals such as children, the elderly, patients with cancer, pregnant women, patients with diabetes, and immunocompromised patients.

Fragrance Free Policy

True Care Medical Centre and Pharmacy would like to encourage everyone to wear fragrance-free products in the clinic as some fragrances can make other patients, staff, or visitors feel ill. Fragrances can even trigger asthmatic attacks in patients with asthma. Exposure to scented products can trigger symptoms such as: headaches, dizziness, nausea, fatigue, upper respiratory symptoms, shortness of breath, skin irritation.
Ahead of your visits to the clinic, please avoid perfumes and colognes, and try to opt for “unscented” or “fragrance-free” products, particularly in lotions and creams. Examples of products that can be heavily scented are: shampoos and conditioners, hairsprays, soaps, deodorants, colognes and aftershaves, perfumes and body sprays, lotions and creams.

TrueCare Services

Opening Hours

Monday - Thursday: 10:00 - 18:00
Friday: 10:00 - 14:00
Saturday: 11:00 - 15:00
Sunday: Closed

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