General Clinic Policies
Villa Nova Medical Clinic
Our goal is to ensure safe, respectful, and efficient care for all patients. The following general clinic policies apply to all visits and all providers at Villa Nova Medical Clinic.
Appointments
- All visits at Villa Nova Medical Clinic require a scheduled appointment.
-
Patients may book online through our OceanMD secure portal (all patients) or by contacting our Medical Office Administrator (Dr. Aguilar's patients only).
-
Only one appointment may be booked at a time per patient.
-
Walk-ins are not available. Appointment requests submitted via voicemail, email, or eForm will be reviewed and responded to as soon as possible.
-
Appointment lengths vary by visit type. Some appointments — such as Fast-Track / Same-Day visits — are reserved for straightforward concerns that can be addressed quickly.
Missed Appointments & Late Cancellations
- Please provide a minimum of 24 hours’ notice for cancellations or rescheduling.
-
Late cancellations or missed appointments reduce access for other patients.
-
Repeated no-shows (2–3 within 12 months) may result in a written warning or eventual discharge from the practice, in accordance with CPSNL guidelines.
Communication & Reminders
- Please check our website regularly for closure notices, schedule changes, and important updates.
-
Appointment reminders are sent via text and/or email through OceanMD.
-
Reminder timing may vary: typically 6–7 days and 24–48 hours before your visit.
Communication Policies
Secure Communication (Personal Health Information - PHI)
Villa Nova Medical Clinic uses PHIA-compliant secure platforms for all communication involving personal health information (PHI).
-
Our preferred method for discussing PHI is OceanMD Secure Messaging.
-
Secure messages may include: test results, follow-up instructions, treatment plans, or clarification of care.
-
Patients consent to the use of secure digital tools during registration; this is considered standard care at our clinic.
Unsecured Communication (Non-PHI)
For convenience, we may send administrative communications through email or SMS, including:
-
Appointment reminders
-
Appointment confirmations or cancellations
-
General clinic notices
These messages do not contain PHI.
Patients acknowledge the minimal risks associated with standard email/SMS when consenting during registration.
Requests for Unsecured PHI Communication
-
The clinic does not initiate PHI communication through unsecured channels (e.g., personal email, SMS, social media).
-
Patients may explicitly request, via consent, that non-urgent and non-sensitive PHI be sent through an unsecured method only if they initiate the communication.
-
Once PHI leaves the clinic’s secure systems at the patient's request, the patient assumes responsibility for its confidentiality.
-
The clinic may decline to send PHI through unsecured channels if it presents a safety or privacy risk.
Phone Calls & Voicemail
- Voicemails are transcribed and reviewed during business hours.
-
We do not respond to medical or health-related questions via voicemail.
-
For virtual or phone appointments, physicians may call from a No Caller ID number.
Email Use
- Email is used for administrative purposes only, such as booking confirmations, appointment instructions, or clinic updates.
-
We do not provide medical advice or clinical assessment via email.
Text Messaging (SMS)
- Text messaging is optional and requires patient consent.
-
Messages may not be fully secure; please use discretion.
-
Appointment reminders may be sent via SMS depending on your chosen communication preference.
Urgent & Emergency Concerns
Electronic communication (secure or unsecured), voicemail, eForms, email, or text messages must not be used for urgent or emergency situations.
If you are experiencing serious, time-sensitive, or worsening symptoms, please:
-
Call 911
-
Go to the nearest Emergency Department
-
Visit an urgent care clinic, if appropriate
Privacy & Confidentiality
- All patient information is managed in compliance with PHIA (Personal Health Information Act).
-
Medical records are securely stored within the MedAccess TELUS EMR.
- Only authorized clinic staff involved in your care can access your information.
- Information submitted through OceanMD (eForms, secure messages) is encrypted and transmitted directly into your medical record.
- Some third-party systems may process data outside of Canada (e.g., TELUS servers). Patients are informed of this in the intake consent.
eForms (OceanMD)
-
Patients may receive eForms before or after appointments to help gather important health information.
These may include:-
Intake forms
-
Symptom questionnaires
-
Follow-up tools
-
Screening assessments
-
Consent forms
Important notes:
-
eForms are not monitored in real time.
-
eForms do not replace a medical assessment.
-
eForms should not be used for urgent concerns.
-
Submitted information must be accurate and complete.
-
Forms are reviewed at the time of your scheduled appointment.
-
Prescriptions & Test Results
General prescription policies (controlled substances have their own subsection elsewhere):
- Prescription refills are provided during appointments only.
- Controlled substances require in-person assessment.
- Controlled-substance prescriptions (opioids, benzodiazepines, stimulants) cannot be refilled by a provider other than the original prescriber.
- Patients are responsible for arranging refills before running out of medication — especially before their physician’s absence.
-
Pharmacies may, in some cases, provide a short interim supply if a prescriber is temporarily unavailable.
-
Test results are reviewed promptly; however, patients are encouraged to follow up if results have not been communicated within a reasonable timeframe.
-
For urgent or abnormal findings, the clinic will contact you directly.
Clinic Environment
Animals
- Service animals are welcome in the clinic.
- All other animals are not permitted.
Scents
To ensure the comfort and safety of patients with sensitivities:
-
Please refrain from wearing fragrances, scented lotions, or heavily scented products.
Chaperones
-
A clinical chaperone is available for sensitive examinations upon request.
-
Patients may also request a chaperone at any time for comfort or support.
Ending the Physician–Patient Relationship
The clinic may end a physician-patient relationship in cases of:
-
Repeated no-shows
-
Abusive or inappropriate behaviour
-
Loss of trust
-
Failure to comply with clinic policies
All decisions follow CPSNL/CMPA guidelines, and written notice will be provided.
Fees & Payment Policies
-
Uninsured services (medical forms, missed appointment fees, extended visits, etc.) are subject to fees, payable by cash at the time of service.
-
HST applies where applicable.
-
Refunds are not available once services have been rendered.
Medical Records & Information Requests
- Patients may request a copy of their medical information using the form available on our website.
-
Record transfers and form completion may be associated with uninsured service fees.
Zero Tolerance Policy
To maintain a safe care environment:
-
Abusive, threatening, or disrespectful behaviour toward staff or providers will not be tolerated.
-
Violations may result in discharge from the practice in accordance with CPSNL/CMPA guidelines.
Clinic-Wide Use of AI Technology
- Villa Nova Medical Clinic uses PHIA-compliant AI technology to assist with securely transcribing and organizing clinical notes.
-
Audio is processed in real-time and not stored permanently by the vendor.
-
The physician reviews, edits, and approves all notes before they are finalized.
-
AI tools do not make diagnoses or treatment decisions.
-
Participation consent is required and is part of all clinic visits.