Other Clinic Policies

Villa Nova Medical Clinic

In addition to our main clinic policies, the following guidelines help ensure safe, respectful, and efficient care for all patients. Please review these carefully.

Chaperone Policy

Your comfort and safety are important to us.
A chaperone may be offered or requested during sensitive examinations, including:

  • Breast exams

  • Pelvic exams

  • Genital exams

  • Rectal exams

A chaperone may be:

  • A clinic staff member (such as a Registered Nurse or MOA)

  • A provider-approved individual accompanying you

Patients may request a chaperone at any time.
If a chaperone is not available, your appointment may need to be rescheduled for safety and documentation purposes.

Abuse or Aggressive Behaviour

Villa Nova Medical Clinic maintains a zero-tolerance policy for abuse or aggression toward physicians, staff, or other patients.

Examples include:

  • Verbal abuse, shouting, or harassment

  • Discriminatory remarks

  • Threatening behaviour

  • Intimidation or disrespectful conduct

Breaches of this policy may result in:

  • Immediate appointment termination

  • Clinic security measures

  • Ending the physician–patient relationship

  • Possible notification of authorities

Our clinic must remain a safe environment for all.

Scent-Free Environment

Due to allergies and sensitivities, our clinic is a scent-free environment.

Please avoid wearing or using:

  • Perfume or cologne

  • Scented lotions

  • Strongly fragranced personal care products

  • Essential oils

Failure to follow this policy may require rescheduling your appointment.

Service Animals

Certified service animals are welcome in the clinic.
However:

  • Emotional-support animals are not permitted unless specifically certified

  • Service animals must remain under control at all times

  • Owners are responsible for managing their animal’s behaviour

If a service animal poses a safety risk or disrupts care, the appointment may need to be rescheduled.

Accompanying Persons

To support a smooth clinic flow:

  • Adult patients should arrive alone unless they require assistance

  • Minors (under 18) should be accompanied by a parent or legal guardian

  • Space is limited, and additional individuals may be asked to wait outside

  • Exceptions may be granted at provider discretion

Medical Records Requests

Patients may request access to or transfer of their medical records.

Please note:

  • Requests must be submitted in writing

  • Transfers are processed within a reasonable timeline

  • Standard record transfer fees apply (see Fees & Payment Policies page)

Record summaries, forms, or specific documents may be provided when clinically appropriate.

Vaccination & Immunization Policy

Patients may request access to or transfer of their medical records.

Please note:

  • Requests must be submitted in writing

  • Transfers are processed within a reasonable timeline

  • Standard record transfer fees apply (see Fees & Payment Policies page)

Record summaries, forms, or specific documents may be provided when clinically appropriate.

Prescription Refill Policy (General)

(NOTE: Controlled substances already have their own page — this is for everything else.)

For non-controlled medications:

  • Refills require an appointment unless your provider states otherwise

  • Pharmacy fax requests may require up to 3 business days to process

  • Early refill requests may not be accommodated

  • Providers may decline refills if follow-up is overdue or monitoring is required

For controlled substances, please refer to the Controlled Substances Policy page.

Telephone, Email & Message Use (General)

This page links back to the Consents & Digital Communication Policy, but here is a short summary:

  • Voicemails are checked during business hours only

  • Urgent issues cannot be managed over voicemail

  • Email is for administrative use only

  • Secure messaging (OceanMD) is used for PHI when approved

  • Response times may vary depending on clinic workload

Clinic Environment & Safety

To maintain a safe clinic:

  • Please follow staff instructions

  • Do not record in the clinic without explicit permission

  • Do not block hallways or treatment areas

  • Supervise children at all times