| FAQ’s

Frequently Asked Questions

maryWhat is Primary Care?

Primary care is the first point of contact you have with the health system – the point where you and your family receive care for most of your everyday health needs. Primary care is typically provided by family doctors and health care professionals such as nurses, dietitians, pharmacists, mental health professionals, therapists and others.

Primary care includes the prevention, diagnosis, treatment and follow-up of various health conditions. It also includes referrals to specialists and diagnostic services, such as lab tests or X-rays. Some examples of primary care are regular checkups, care during pregnancy, care for chronic illnesses and counseling.

1. Medication renewals: We require medication bottles or detailed pharmacy printout for medication renewals at your appointment. All prescription renewals could take up to 5 business days to be completed. Please make sure to notify your pharmacy or the office well in advance for renewals. All prescription renewals for Narcotics, Controlled Substances or Psychiatric medications must be done at an in-clinic appointment.

2. Appointments: If you cannot be scheduled with your physician you can book in with the nurse practitioners. When the physicians are away on vacation, we often have a locum (covering physician) physician covering for their practice of patients. Some appointments can be scheduled with the nurse such as, injections, BP checks, suture/staple removal etc.

3. Forms: Every effort will be made to complete forms in a timely matter. Under CPSO Guidelines physicians have up to 45 days after receiving the request from a patient or third party. Some forms do have a fee for completion.

4. Phone Hours: The Norfolk Family Health Team phone hours are Monday through Thursday 9:00 am to 4:00 pm, Fridays from 9:00 am to 2:30 pm. During peak phone hours you could wait up to 20 minutes, we are trying to mitigate these wait times by adding online bookings, secure messaging (email) and a cancelation line.

5. Office Hours: The Norfolk Family Health Team Office Hours are Monday through Friday 8:30 am to 4:30 pm.

6. After Hour Clinics (AHC): The Norfolk Family Health Team provides and after hour clinic every Wednesday evening from 5:00 pm to 8:00 pm. Our AHC are to provide same day urgent medical needs such as, sore throats, bladder infections, cough and colds etc., the clinic is run on a rotational basis with all of the physicians and nurse practitioners. To book an appointment please call the clinic Wednesday morning. Spaces are limited and do fill up fast.

7. Online bookings: As we onboard online bookings only Some appointments can be booked online and only for some providers. This is so we can work out any issues and assure that everything is working correctly before going clinic wide.

  • Online bookings are available for Dr. William Thorogood, Dr. Bak, Dr. Bijlani, Nurse Practitioners, Nancy Lafontaine and Sara Redecop, (Delhi only), Nursing Clinic (Delhi Only), Sexual Health Clinics and COVID, Cough, Flu Care Clinic. Visit our website to book online and for more information.

8. Waiting for your Appointment: When you arrive at your appointment please check in with reception, advise reception of any changes to your address and contact information, then have a seat in the waiting room. The Norfolk Family Health Team is a very busy clinic on a daily basis. We often have up to 6 physicians working, 2 nurse practitioners and multiple [le programs in a day. Please don’t be alarmed if someone goes back into a room before you, they might be for another provider.

**We might get behind but be sure to check with reception if you have been seated in the waiting room for longer than 30 minutes.**

9. Updating Personal Information: Please advise the clinic if you have updated your health card, phone number or email. Please advised the clinic if you have or are moving so we can update your address in our records.

10. Email Communication: The Norfolk Family Health communicates with patients through Ocean by Cognisant MD. This helps connect patients and their provider with results, forms, screening tools, surveys and more. This has dramatically improved efficiency and the patient experience. You will have to sign a consent form that agrees to email communication.

11.  What to bring to your Appointment: Please bring with you to your appointment your medication or a list of your medication, this includes any over the counter, vitamins or herbal medications you might be taking. Your health card, any changes or recommendations from another provider (i.e., specialist), a family member or friend (if you choose), a list of symptoms that need to be addressed and a pen/paper or smartphone to jot down any important information your provider discusses with you.

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