Menu Close


FAQ (Frequently Asked Questions)

Here are some frequently asked questions:

Do I need to show my Care Card and/or Photo ID?


New patients will be asked to show their Care Card or proof of medical insurance, as well as their photo ID. If you are registering via email, we will ask for a selfie photo of yourself holding your photo ID, for verification purposes.

What if I do not have a Care Card or proof of medical insurance?

Patients who do not have a valid BC Care Card or proof of valid medical insurance will be required to pay a $60 private fee. We accept exact cash only and Interac e-transfer. New patients will be asked to show their photo ID. You may ask for a receipt for reimbursement purposes.

What are your payment methods for any fees associated with my visit?

 Starting September 1, 2023, any fees associated with your IN PERSON visit will be payable in EXACT CASH only.  Similarly, payment for any IN PERSON PICKUPS of any documents will be by EXACT CASH only.  The only exception to this will be for telehealth visits.  

What if I have to cancel or reschedule my appointment?

If you have to cancel or reschedule your appointment, we ask that you kindly provide a minimum 24 hours’ notice. Failure to provide adequate notice may result in a late cancellation/no show fee. We recommend that you email your cancellation or rescheduling request to, or you can leave a message on our afterhours/alternate line, which is announced on our telephone greeting.

What if the phone lines are busy?

If you are unable to reach us by phone, we encourage you to send us an email:

Can I renew my prescription over the phone?

Please contact us to schedule an appointment for any prescription refill requests. If you are unable to secure an appointment prior to running out of medication, you may contact your pharmacy to see if they can provide you with an emergency supply until your next appointment.

How do I request a specialist referral?

Please contact us to schedule an appointment with one of our doctors to discuss your request.

Can I request my medical records?

If you would like your appointment notes for your visit to be forwarded to your family doctor, please request this at the time of the appointment with the doctor you are seeing. If you would like to request a copy of your medical record, or if you would like us to transfer your file to another doctor/clinic, please see our front desk or advise your doctor. Fees may apply to copies or transfers of medical records.

What other services/specialists are available at Burnaby Square?

Other services available at Burnaby Square Professional Building include: