Q: Can I request a sick note for university or work?

A: Yes, our doctors do issue sick notes for work and/or university and there is an associated cost.

Q: When I registered the receptionist said the wait would be 45 minutes to an hour; why did I have to wait longer than she had stated?

A: All estimated wait times are approximate. Although a doctor can typically see 5 to 7 patients per hour, individual visit times vary depending on the patient’s needs.

Q: I sent someone to pick-up my blood test results but when they arrived the receptionist said I needed to be there in person to pick-up my results, why is that?

A: Due to privacy and confidentiality laws we are not permitted to release information to anyone other than the patient without their signed consent. If you are planning to have a friend or family member pick-up information on your behalf, or plan to have us send information to another doctor, it is important that you sign our in-house consent form.

Q: I had been waiting for almost an hour when someone else came in with their child and was seen almost instantly. Why did they get seen first even though I had been waiting much longer?

A: Although we generally operate on a first-come first-serve basis, we have a duty to triage patients according to the urgency of their needs. For example, we may place a child with a high fever ahead of you in the queue. Similarly, any patient whose care we feel needs to be expedited for medical reasons may be seen sooner than you.

Q: The receptionist said the wait would be close to three hours. Can I go and come back or will I miss my turn?

A: Yes, you may run errands or go home to rest while waiting your turn. Simply register your name and return at the estimated time provided. You will not lose your turn in line. If your name is called and you are not there, we will simply move to the next patient who is there and call your name again when we are ready for the next patient.

Q: Why did the doctor not refill my prescription?

A: The decision about whether or not to provide a prescription ultimately rests with the doctor. If a doctor does not feel the medication is in your best interest or if it is a controlled substance, they are within their rights to refuse the prescription. As a walk-in clinic, our policy strictly states that we do not prescribe any controlled substances. A full list of these restricted medications is posted in our office for your convenience.

Q: I completed my blood tests about three weeks ago, why have I not heard about my results?

A: We request all patients to follow up on their test results. When we receive a lab or diagnostic imaging report, it is soon reviewed by a doctor who will determine if an urgent follow-up is required. We encourage all patients to get involved in the follow-up process by returning to clinic and requesting a follow up after any test is ordered to maintain an additional layer of protection to the test results management system.We do not discuss any test results over the phone.

Q: Can I make an appointment to come in so I do not have to wait?

A: The Waterloo Walk-in Clinic does not accept appointments but you are always welcome to register early-on and come back later at the approximate wait time provided.

Q: What if the doctor cannot deal with my issue at the walk-in clinic?

A: If your issue falls outside of the scope of practice of the doctor, he may refer you to a specialist. Alternatively, if the doctor feels your issue is urgent and needs immediate attention you may be referred to the local emergency department.

Q: The doctor said I would be referred to a specialist but I have not yet received a specialist appointment.

A: Generally referrals are faxed to the relevant specialist within 1-2 business days after you are seen in the clinic. However, sometimes the doctor will wait for test results before faxing the referral and it is in your best interest to ensure these tests are done in a timely manner. You should receive a call with an appointment date within approximately 2 weeks after the referral is faxed although the actual appointment date can be several months away. For example, if you were seen in the clinic on March 1st, you should generally receive a call by March 15th but the actual appointment date could be in May. If you have not received an appointment date in due course, we encourage you to call our office so we may follow-up on the referral for you.