Leading the way

Gateway Policies

Outlined below are some of Gateway Healthcare’s policies regarding Patient Rights & Responsibilities, missed appointments, cancellations, uninsured services and outstanding accounts. Please contact our office if you have any further questions

Patient Rights & Responsibilities:

Gateway Healthcare would like you to be aware of your rights as a patient. We believe patient rights are important, and will do our best to make sure they are respected.

As a patient at Gateway Healthcare, you have the right:

  • To be treated with courtesy, dignity, and respect by all Gateway staff.
  • To discuss any complaints regarding your care without fear of getting poor treatment and to have your concerns reviewed in a timely manner with assistance or advocacy as required and, when possible, resolved in a timely manner.
  • To know your primary care physician.
  • To know if your care involves the training of health-care providers. You have the right to agree or refuse to participate.
  • To receive complete and current information about your diagnosis, treatment and prognosis in terms you can understand. Explanations should include:
    • A description of the procedure or treatment and why it would be done.
    • The possible benefits.
    • The known serious side effects, risks or drawbacks.
    • Problems during recovery.
    • The chances of success.
    • Other procedures or treatments that could be done.
  • To participate in the planning of your care.
  • To be informed of the results of treatment, positive and negative, expected or unexpected.
  • To receive and read your medical records in a reasonable period of time and a description or explanation of everything in your records. Note that fees apply when providing copies of records.
  • To refuse any procedure, drug or treatment and to be informed of the possible results of your decision.
  • To a safe and secure environment that is supported by infection-control, safety and security services.
  • To personal privacy. Case discussion, consultation, examination and treatment will be conducted to protect each patient’s privacy.
  • To have all communications and records related to your care kept confidential.
  • Patients and visitors have a right not to be discriminated against because of race, colour, religion, sex, age, national origin, sexual orientation, disability or source of payment and other factors.
  • To supportive care, including appropriate assessment and management of pain, treatment of uncomfortable symptoms and support of your emotional and spiritual needs, regardless of your medical status or treatment decisions.
  • To be free from all forms of abuse, harassment, exploitation, retaliation, humiliation, and neglect.
  • Anyone, including patients, staff, families, and visitors, can request help with ethical issues surrounding your care.
  • To know if your care involves research or experimental methods of treatment, and to be protected during research and clinical trials. You have the right to agree or refuse to participate.
  • To have you or your representative make informed decisions regarding your care.
  • To include family members or significant others in your care decisions.
  • To be informed about unanticipated outcomes of care, treatment and services.
  • To assign someone, legally, to exercise the rights listed above on your behalf, if you are unable to exercise them.

Adapted from Cascade Medical Centre http://cascademedical.org/index.php/patient-rights


Appointments, Missed Appointments and Cancellation Policy:

Gateway Healthcare is not a walk-in clinic. Appointments are only available for patients of physicians at Gateway Healthcare.

As appointments are in high demand, 24 hours’ notice is required to cancel appointments. This notification allows Gateway Healthcare to offer available time to other patients needing care.

A missed appointment fee is charged for all missed appointments for all providers including the Nurse Practitioner and the Registered Nurse.


Uninsured Services, Outstanding Accounts & Payment Policy:

 A number of services are not covered by the BC Medical Services Plan. These uninsured services include the completion of forms and various medical procedures such as injections and cryotreatment. Fees vary dependent upon the service and payment is expected before/at the time of the appointment in which the service is rendered.

 If an outstanding account has been incurred by a patient, payment is expected upon arrival at the next appointment. Visa, Mastercard, Debit, Cash or Cheque are accepted, with a receipt issued at the time of payment. If preferred, payment may be made over the phone via credit card and a receipt will then be mailed to you.

Dependent upon the type of appointment, Gateway may not be able to schedule future appointments until the balance has been paid.