Our clinic is committed to providing timely, safe, respectful, and accessible care. These policies help us protect appointment availability, patient privacy, and the safety of patients, visitors, physicians, and staff.

By booking or attending an appointment, patients and their authorized representatives acknowledge the policies below.

Cancellations & Rescheduling

We understand that unexpected circumstances can arise. If you need to cancel or reschedule an appointment, please contact our office as soon as possible using one of the following approved methods:

Telephone:

  • General / Incoming Referrals / BHRT : 289-266-1676
  • Aesthetic Medicine: 289-266-3706

Email:

A cancellation is considered received when it is submitted through an approved cancellation channel and contains enough information to identify the patient and appointment. Messages are time-stamped when received.

Please do not submit appointment cancellations through social media or other methods of communication.

Appointment reminders are provided as a courtesy. Not receiving a reminder does not remove the patient’s responsibility to attend or cancel within the required notice period.

At least 24 hours’ notice is required to cancel or reschedule a family medicine appointment.

A cancellation made less than 24 hours before the scheduled appointment, including a same-day cancellation, is considered a late cancellation and will be recorded as a no-show.

Three late cancellations or no-shows within a calendar year may result in a review of the patient’s ongoing relationship with the practice.

Whenever reasonably possible, the clinic will:

  • Notify the patient of the attendance concern;
  • Give the patient an opportunity to explain any relevant circumstances;
  • Consider the patient’s individual needs and vulnerabilities; and
  • Make reasonable efforts to resolve the issue.

Following an individualized review, repeated no-shows may result in discharge from the practice.

Any decision to end a physician-patient relationship will be handled in accordance with applicable legal and professional requirements, including written notice, appropriate transitional care, continuity-of-care arrangements, and information about obtaining or transferring medical records.

We request at least 72 hours’ notice to cancel or reschedule a bioidentical hormone replacement therapy appointment.

A missed appointment or cancellation made with less than 72 hours’ notice may result in a reasonable missed-appointment fee.

Before confirming the appointment, patients will be informed of:

  • The applicable fee;
  • The required cancellation notice;
  • How to cancel or reschedule; and
  • Any circumstances in which the fee may be reduced or waived.

Missed-appointment fees are uninsured administrative charges. They are not covered by provincial health insurance and may not be reimbursed by private benefit plans.

The clinic will consider emergencies, serious illness, financial hardship, and compassionate circumstances before applying or collecting a fee. Medically necessary care will not be denied solely because a patient cannot pay an administrative fee.

Our aesthetic consultations and treatments reserve dedicated clinical time and may require specialized staff, equipment, treatment rooms, products, or preparation.

These services include:

  • Aesthetic consultations;
  • Botox® and other neuromodulator treatments;
  • Dermal fillers;
  • Sculptra®;
  • Belkyra®;
  • Laser and energy-based treatments;
  • Aesthetic treatment follow-ups; and
  • Other cosmetic medical services offered by the clinic.

At least 48 hours’ notice is requested to cancel or reschedule an aesthetic consultation or follow-up appointment.

A cancellation made with less than 48 hours’ notice is considered a late cancellation. A patient who does not attend and has not cancelled is considered a no-show.

The clinic currently does not charge a consultation fee, collect a booking deposit, or charge a missed-appointment fee for aesthetic services.

However, repeated late cancellations and no-shows affect access for other patients and may result in:

  • A reminder of the appointment policy after the first occurrence;
  • A written warning or direct-booking requirement after the second occurrence; or
  • Restricted advance or online booking, a future deposit requirement, or the clinic declining to schedule additional elective aesthetic services after the third occurrence.

These measures apply only to elective aesthetic services. They will not automatically restrict access to medically necessary care.

If the clinic introduces deposits or missed-appointment fees in the future, patients will be informed of the amount and terms before booking. A new fee or deposit will not be applied retroactively.

At least 72 hours’ notice is requested to cancel or reschedule a laser, injectable, or other aesthetic treatment appointment.

Patients should contact the clinic before their appointment if they:

  • Develop an infection, rash, cold sore, open wound, sunburn, or other concern near the treatment area;
  • Start a new medication or supplement;
  • Become pregnant, think they may be pregnant, or are breastfeeding;
  • Receive another procedure affecting the treatment area; or
  • Experience another health change that may affect treatment.

Please contact us rather than deciding to miss the appointment. The medical team will determine whether treatment can proceed safely or should be rescheduled.

At least 24 hours’ notice is required to cancel or reschedule a GP-focused dermatology consultation or follow-up.

A cancellation made less than 24 hours before the appointment, including a same-day cancellation, is considered a late cancellation and may be recorded as a no-show.

Repeated late cancellations or no-shows may result in a review of the patient’s booking arrangements. Any decision affecting access to medical care will be made individually and in accordance with applicable professional obligations. 

Exceptions may be considered for:

  • Emergencies;
  • Serious or sudden illness;
  • Severe weather or unsafe travel conditions;
  • Disability-related circumstances;
  • Circumstances beyond the patient’s reasonable control; or
  • Other compassionate reasons.

Supporting information may be requested where reasonable and appropriate. Exceptions are assessed individually and are not guaranteed.

If you are unwell or uncertain whether a treatment can safely proceed, contact the clinic as soon as possible for instructions.

Patients should arrive on time for all in-person and virtual appointments. New patients and anyone required to complete forms, photographs, consent, numbing, or other preparation should arrive 5–10 minutes before the scheduled appointment.

Lateness is measured from the scheduled appointment time, not the requested early-arrival time. If a patient arrives late:

  • Care may be provided during the remaining appointment time when it is safe and appropriate;
  • The appointment may be limited to the most urgent concern;
  • Other concerns may need to be addressed at a separate appointment; or
  • The appointment may need to be rescheduled if insufficient time remains to provide safe and appropriate care.

Patients arriving more than 10 minutes late may need to be rescheduled. Whether the appointment can proceed will depend on its length, clinical purpose, preparation requirements, and the provider’s schedule.

Repeated late arrivals may result in additional booking conditions or a review of the patient’s appointment arrangements.

Although we make every effort to remain on schedule, healthcare needs can be unpredictable. An urgent medical concern may occasionally delay the clinic. A delay caused by the clinic will not result in the patient being treated as late or charged a missed-appointment fee.

Patients who require disability-related, language, cultural, or other protected accommodations are encouraged to contact the clinic. Accommodation requests will be considered individually in accordance with applicable law.

General Policies

Patients should arrive on time for all in-person and virtual appointments. New patients and anyone required to complete forms, photographs, consent, numbing, or other preparation should arrive 5–10 minutes before the scheduled appointment.

Lateness is measured from the scheduled appointment time, not the requested early-arrival time. If a patient arrives late:

  • Care may be provided during the remaining appointment time when it is safe and appropriate;
  • The appointment may be limited to the most urgent concern;
  • Other concerns may need to be addressed at a separate appointment; or
  • The appointment may need to be rescheduled if insufficient time remains to provide safe and appropriate care.

Patients arriving more than 10 minutes late may need to be rescheduled. Whether the appointment can proceed will depend on its length, clinical purpose, preparation requirements, and the provider’s schedule.

Repeated late arrivals may result in additional booking conditions or a review of the patient’s appointment arrangements.

Although we make every effort to remain on schedule, healthcare needs can be unpredictable. An urgent medical concern may occasionally delay the clinic. A delay caused by the clinic will not result in the patient being treated as late or charged a missed-appointment fee.

Patients who require disability-related, language, cultural, or other protected accommodations are encouraged to contact the clinic. Accommodation requests will be considered individually in accordance with applicable law.

Patient Code of Conduct 

We are committed to maintaining a safe, respectful, and inclusive environment for patients, visitors, physicians, and staff.

Patients and visitors are expected to:

  • Communicate respectfully with clinic staff, healthcare providers, and other patients;
  • Refrain from threatening, aggressive, abusive, discriminatory, or harassing language or behaviour;
  • Respect the privacy, safety, personal space, and property of others;
  • Follow reasonable clinic safety and infection-control instructions;
  • Provide accurate and complete information relevant to their care;
  • Avoid disrupting the care or privacy of other patients;
  • Obtain consent before photographing or recording another person; and
  • Refrain from bringing weapons or illegal substances onto clinic property.

Photography and audio or video recording are not permitted in clinical or common areas without the prior knowledge and consent of everyone who may be recorded. Disability-related and other accommodation requests will be considered where applicable.

Disruptive behaviour may result in:

  • The appointment being ended;
  • The individual being asked to leave;
  • Restrictions on how future services are provided; or
  • Emergency services being contacted when there is an immediate safety concern.

Serious or repeated violations may result in termination of the physician-patient relationship. Before ending a relationship, the clinic will consider the individual circumstances and comply with applicable notice, continuity-of-care, and medical-record requirements.

Respectful disagreement with a diagnosis, treatment recommendation, or healthcare decision is not, by itself, considered inappropriate behaviour. Patients are encouraged to raise questions and concerns respectfully.

Our clinic may use telephone, voicemail, email, text messaging, or an approved patient portal for:

  • Appointment reminders;
  • Scheduling;
  • Forms;
  • General administrative matters; and
  • Other communications considered appropriate by the clinic.

Communication Limitations 

Electronic messages are not continuously monitored and must not be used for emergencies or urgent medical concerns.

For a medical emergency, call 911 or go to the nearest emergency department. For urgent concerns that are not emergencies, contact the clinic by telephone or seek care through an appropriate urgent-care service.

Electronic communication may not be appropriate for:

  • Assessing new or worsening symptoms;
  • Making a diagnosis;
  • Changing treatment;
  • Requesting urgent prescriptions;
  • Discussing complex or highly sensitive information; or
  • Receiving time-sensitive medical advice.

An appointment may be required.

Please allow up to five business days for a response to a non-urgent administrative message. This response period does not mean that patients should wait five business days for help with a medical concern.

Messages received outside clinic hours will be reviewed during regular business hours. Sending repeated messages through multiple channels may delay the clinic’s ability to respond efficiently.

Privacy and Consent 

Electronic communication carries privacy risks. Messages may be misdirected, intercepted, accessed on a shared device, or stored by an external service provider.

The clinic will obtain and document consent before using unencrypted or less-secure electronic communication for personal health information where required. Consent to one communication method does not automatically constitute consent to every electronic channel.

Patients may ask questions about the risks, decline electronic communication, or withdraw their consent. Withdrawing consent will not affect access to care, although another communication method may be required.

Patients are responsible for:

  • Providing current and accurate contact information;
  • Informing the clinic when their contact information or communication preferences change; ● Protecting access to their devices, accounts, and passwords; and
  • Advising the clinic if electronic communication should be discontinued.

Electronic messages relating to patient care may become part of the medical record. The clinic may discontinue electronic communication when it is unsafe, inappropriate, excessively used, or inconsistent with proper care. 

Virtual care may be provided by telephone, video, or another approved communication platform when the clinician determines that it is clinically appropriate.

Virtual appointments are subject to the same professional standards as in-person care. Some concerns cannot be safely or adequately assessed without a physical examination, diagnostic testing, or an in-person visit.

A virtual appointment does not guarantee that a diagnosis, prescription, referral, treatment, or requested document will be provided.

Patient Responsibilities 

At the beginning of a virtual appointment, patients may be asked to:

  • Confirm their identity and date of birth;
  • Confirm their physical location;
  • Provide a telephone number in case the connection is lost;
  • Identify anyone else who is present or able to hear the conversation;
  • Participate from a private, quiet, and safe location whenever possible;
  • Avoid driving or operating machinery during the appointment; and
  • Inform the clinician if their privacy has been compromised.

Patients must be physically located in Ontario unless the clinician has confirmed in advance that care may legally and appropriately be provided while the patient is in another jurisdiction.

Where applicable, the clinic may verify the identity and authority of a parent, guardian, authorized representative, or substitute decision-maker. The clinician may request private time with the patient when clinically appropriate.

The clinic may require an in-person examination, testing, or another level of care before providing a diagnosis, prescription, referral, or treatment.

Virtual-Care Consent and Privacy

Virtual care involves privacy and technology risks, including:

  • Unauthorized access;
  • Technical failure;
  • Interruptions;
  • Reduced confidentiality; and
  • Limitations on the clinician’s ability to perform a physical examination.

The clinic will obtain and document consent for virtual care as required. Patients may ask questions or withdraw their consent, although another appointment format may then be necessary.

Virtual appointments must not be photographed, recorded, streamed, or shared without the prior knowledge and consent of everyone involved.

Connection Problems and Emergencies 

If the connection fails, the clinic may attempt to contact the patient using the telephone number provided. If the appointment cannot continue safely or effectively, it may need to be rescheduled or converted to an in-person appointment.

Virtual care is not an emergency service. For a medical emergency, call 911 or go to the nearest emergency department.

The clinic’s cancellation, no-show, and late-arrival policies also apply to virtual appointments.

For information about how the clinic collects, uses, protects, retains, and discloses personal health information, please review our Privacy Policy.

Questions, access or correction requests, and privacy concerns may be directed to:

Privacy Officer: Dr Yashoda Singh

Telephone: 289-266-1676

Email: info@yashodasinghmd.com

Mailing address: 526 Guelph Line, Burlington ON L7R3M4

Patients may also ask the clinic for information about making a privacy complaint to the Information and Privacy Commissioner of Ontario. 

  • Patients are responsible for keeping their contact information current.
  • The clinic may exercise reasonable discretion when applying these policies.
  • Individual circumstances, accessibility needs, financial hardship, safety considerations, and professional obligations will be considered where applicable.
  • Nothing in these policies limits a patient’s rights under applicable privacy, human rights, accessibility, consumer-protection, or healthcare laws.
  • The clinic may update these policies prospectively.
  • Patients will be informed before booking if a material change affects the cancellation requirements, deposits, or fees applicable to their appointment

Aesthetic Promotions, Events, and Product Sales

The clinic may occasionally offer promotions, special pricing, packages, or events for elective aesthetic services. Unless otherwise stated:

  • Promotions apply only to the services and dates identified in the offer.
  • Offers cannot be combined, transferred, exchanged for cash, or applied retroactively.
  • Promotions do not apply to insured or medically necessary services.
  • Taxes are additional where applicable.
  • Appointments are subject to availability.
  • Additional services or products not expressly included are charged separately.
  • The clinic’s cancellation, no-show, and late-arrival policies apply.

Promotional pricing or event registration does not guarantee treatment. Every patient must receive an appropriate assessment and provide informed consent. The clinician may recommend an alternative, postpone treatment, or decline treatment when it is not safe or appropriate. Results vary and cannot be guaranteed.

Photography, recording, livestreaming, and social-media posting are not permitted in clinical areas without prior consent. Separate written consent will be obtained before identifiable patient content is used for advertising or for presentations.

Packages and Prepaid Services

Package pricing, included services, validity periods, and redemption conditions will be disclosed before purchase. Treatment remains subject to clinical appropriateness.

Fees for services already provided are generally non-refundable. Dissatisfaction with an aesthetic result does not automatically entitle a patient to a refund or complimentary treatment. Patients with concerns should contact the clinic for assessment.

Retail Product Sales

The clinic sells skincare, haircare, and other health or medical products.

All product sales are final. We do not provide refunds, returns, or exchanges for change of mind, personal preference, skin or hair compatibility, lack of use, or dissatisfaction with results.

Patients are responsible for reviewing product ingredients and advising clinic staff of known allergies or sensitivities before purchase. Product recommendations do not guarantee a particular result.

Nothing in this policy limits rights available under applicable law. The clinic will assess products that are defective, damaged before purchase, incorrectly supplied, subject to a manufacturer recall, or otherwise required to be addressed by law. Proof of purchase may be required.

The clinic may correct obvious pricing errors and change or withdraw promotions prospectively. Material terms will not be added after a patient has accepted and paid for an offer