Policies and Procedures


We hope that the majority of the time you are able to book your appointments with your primary care physicians.  If you have an urgent problem, or are unable to do so for scheduling reasons, another physician in the office will happily see you.  

We always reserve time for urgent or same day access appointments each day.  These appointments open up within 24 hours of their start time and can be booked online. 

We request that you try to book as many of your appointments on-line as possible.  

All appointments require 24 hour notification to cancel.  If you do not do this, you will be charged for a missed appointment $30 for a short appointment and $60 for a long appointment (complete physical, counselling, drivers medical for example). This policy exists to encourage people to cancel their appointments when necessary, so someone else can get in to be seen.

Periodic health examinations or “yearly physicals” are not covered under Medical Services Plan unless you are under 5 or over 55 years of age or have a chronic medical condition. Periodic health examinations must be booked in advance by calling the office, as this visit will be dedicated to do a comprehensive health audit and education session. Patients should not save problems or urgent issues for this appointment. Make an appointment to be seen much sooner for specific or urgent concerns.

Appointments with the pediatricians are based on referrals from your family physician. 

Uninsured Services:

Some medical office services, called uninsured services, are not covered by BC Health Insurance and must be paid for directly by the patient, regardless of whether they have BC Health insurance or not.  These fees may be covered under a patient’s private health insurance and the patient may be reimbursed for fees paid to the clinic.  Please check with your own insurance carrier.  The fees charged by the clinic for uninsured services are in compliance with the British Columbia Medical Association (BCMA) guidelines, which are updated on an annual basis.

Fees for medical services that are not covered by the provincial insurance plan are the responsibility of you, the patient. The fees assigned are as per the recommendations of the provincial medical association. We realize and will always take into consideration that some patients may not be able to pay for these services. Please don’t hesitate to inform us if these fees place an undue financial burden on you. 

Gender Neutral Policy: 

Patients must be comfortable with receiving all of their urgent comprehensive care by the trusted associate [male or female] when their regular physician is away. 


The physicians at Grow Health all hold faculty positions at UBC/U Vic for teaching.  We have both medical students and residents in the clinic throughout the year.  We hope that you will help us teach our next generations of physicians.  We understand that for certain issues you may prefer to not have a learner present.  If this is the case please notify the MOA's when you arrive for your appointment.