Clinic Policies

At this clinic, we are deeply committed to providing compassionate, equitable, and respectful care to every patient who seeks our services — regardless of age, gender, gender identity, sexual orientation, race, ethnicity, religion, national origin, socioeconomic status, disability, or any other characteristic.

We believe that every person deserves to be seen, heard, and treated with dignity. Our practice is guided by the principles of equity, inclusion, and cultural safety, in full accordance with the standards set by the College of Physicians and Surgeons of British Columbia (CPSBC) and the BC Human Rights Code.

As a patient at this clinic, you have the right to:

• Receive quality, safe, and timely medical care regardless of your background or circumstances
• Be treated with dignity, respect, and compassion at all times
• Receive clear, honest, and complete information about your health condition, diagnosis, and treatment options in language you can understand
• Participate actively in decisions about your care and provide or withhold informed consent
• Have your personal health information kept strictly confidential in accordance with BC privacy laws
• Access your own medical records upon request
• Receive a second opinion or seek care from another provider
• Be accompanied by a support person of your choice during visits, where appropriate
• Request an interpreter or communication support if needed
• File a complaint or concern without fear of retaliation or impact on your care

To help us provide you with the best possible care, we ask that you:

• Provide accurate and complete information about your health, medications, and medical history
• Attend scheduled appointments on time and notify us at least 24 hours in advance if you need to cancel
• Follow the agreed treatment plan and communicate openly if you have concerns or difficulties doing so
• Treat all clinic staff with courtesy and respect
• Present your valid BC Services Card or provincial health card at each visit
• Notify us of any changes to your contact information or health coverage
• Understand that one concern or issue is typically addressed per appointment — please book additional visits for multiple concerns

We are committed to providing culturally safe, humble, and anti-racist care to all patients. This commitment is grounded in the CPSBC's Indigenous Cultural Safety, Cultural Humility, and Anti-Racism Practice Standard, published February 2024.

We recognize and respect the diversity of our community — including Indigenous peoples, newcomers, and patients from all cultural, linguistic, and religious backgrounds. Cultural identity, values, and practices are taken into account in all aspects of care.

• We actively work to identify and eliminate systemic racism and discrimination in our practice
• We approach every patient with cultural humility — recognizing that each person's experience and background shapes their health journey
• We acknowledge the historical and ongoing impacts of colonization on Indigenous health and are committed to providing trauma-informed care
• We welcome patients of all faiths, backgrounds, and walks of life without judgment
• Interpretation and language support can be arranged upon request

Your personal health information is protected under BC's Personal Information Protection Act (PIPA) and the Freedom of Information and Protection of Privacy Act (FOIPPA). We take your privacy seriously.

• Your health information will never be shared without your explicit consent, except as required by law
• You have the right to access and request corrections to your medical records
• All staff are bound by strict confidentiality obligations
• Electronic health records are stored securely in compliance with BC health data regulations
• Patient data is stored on Canadian servers only

• Appointments can be booked online 24/7 through our booking system or by calling the clinic during office hours
• Please cancel at least 24 hours in advance to allow other patients access to the appointment
• Repeated missed appointments without notice may affect your ability to book future appointments
• Please arrive on time — late arrivals may need to be rescheduled out of respect for other patients
• Walk-ins are welcome subject to availability
• Each appointment is typically limited to one primary concern — please book a follow-up for additional issues

We are committed to maintaining a safe, respectful, and professional environment for all patients, visitors, and staff. We expect all individuals in our clinic to treat others with courtesy and dignity.

• Respectful communication is expected at all times with all staff members
• Discriminatory, racist, or derogatory language will not be tolerated under any circumstances
• Please keep noise levels appropriate out of respect for other patients
• Cell phones should be on silent mode in the waiting area
• Children must be supervised at all times while in the clinic

• Prescription renewals require a scheduled appointment — we are unable to renew prescriptions without an assessment
• Please request renewals at least 2 weeks in advance — do not wait until you run out of medication
• If you run out of medication before your appointment, please speak with your pharmacist — they may be able to provide an emergency supply to bridge the gap
• Lost or stolen prescriptions cannot be automatically replaced — a clinical assessment may be required
• Controlled substances are subject to strict prescribing guidelines in accordance with Health Canada and CPSBC regulations
• In accordance with CPSBC regulations, opioids and controlled substances are not prescribed to walk-in patients — an established patient relationship and thorough clinical assessment are required

• Referrals to specialists are arranged based on clinical need and are subject to specialist availability and wait times
• Test results are reviewed by Dr. Moftah and communicated to patients — abnormal results are prioritized
• Please do not assume that no news is good news — follow up with the clinic if you have not heard about your results
• Following a hospital discharge or specialist visit, please book a follow-up appointment so we can continue coordinating your care

Virtual care appointments are available for appropriate clinical situations. Not all medical concerns can be safely managed virtually — Dr. Moftah will determine whether an in-person visit is required.

• Virtual care must meet the same clinical standards as in-person care, as required by CPSBC
• You must be physically located in British Columbia at the time of a virtual appointment
• A stable internet connection and a private, quiet space are required for virtual visits
• All virtual consultations are conducted through our secure, PHIPA-compliant platform
• Recording of virtual appointments is not permitted without prior written consent from both parties

We are committed to maintaining long-term, trusting relationships with all our patients. However, in certain circumstances, it may become necessary to end the therapeutic relationship. This decision is never taken lightly and is guided by the CPSBC's Ending the Patient-Registrant Relationship Practice Standard.

Circumstances that may lead to ending the relationship include:

• Persistent violent, aggressive, or abusive behaviour toward staff or other patients
• Fraudulent behaviour, including misuse of the health care system
• Prolonged inactivity (typically one year or more without contact)
• Irreparable breakdown of the therapeutic relationship

If the relationship is ended, you will be given reasonable notice, assistance in finding a new physician, and access to your medical records. We will never dismiss a patient in a way that could endanger their health or safety.

Your feedback matters to us. If you have a concern about the care or service you received, we encourage you to let us know. All complaints are taken seriously, handled confidentially, and reviewed directly by Dr. Moftah.

You may also contact the College of Physicians and Surgeons of BC directly at 1-800-461-3008 or cpsbc.ca if you wish to file a formal complaint with the regulatory body.