Email Policy

None of us, including me, ever do great things. But we can all do small things, with great love, and together we can do something wonderful. – Mother Teresa

I’d like to take this moment to clarify my email/Chat policy.  As much as I absolutely love what I do and desire to communicate promptly to emails the volume has become non-sustainable.  I’ll be enforcing clearer boundaries and clearer definitions of email types.   

Complimentary Emails/Chat 
This type of email should require less than 2 minutes of my time to respond.  They are often an email to clarify a past treatment protocol or ease anxiety over a quick and specific concern relating to a topic we’ve previously discussed.  They do not introduce new concerns or elaborate progress on symptoms.  

They are non-emergent and response time within 72hrs will be attempted. I will schedule a block of time to address patient portal emails 2-3 times a week, sometimes less when on holidays and at conferences. 

Consultation Emails/Chat (normal fees apply) 
An email that communicates a new concern or the progression of an old concern discussed will be subject to regular consultation fees.  I will respond and make this clear beforehand and we can decide to proceed with a telemedicine consult.  In many situations email are not a fair way to assess a situation,  it’s almost impossible for me to give you very responsible recommendations without the ability to ask clarifying questions etc.  

They are non-emergent and response time within 72hrs will be attempted. I will schedule a block of time to address patient portal emails 2-3 times a week, sometimes less when on holidays and at conferences. 

Administrative questions or non-threatening emergencies in which a response of less than 72hrs is required. 

If you have an issue that is pressing and a response time of 72hrs is not acceptable please call the office 604.200.7856 and they will do their best to arrange a meeting prior.  If it is an emergent situation please do not delay care and go to your nearest walk-in and or emergency centre. 

Thank you so much for your support and hope you find the patient portal of value! I certainly think it takes collaborative care to the next level. 

Kind Regards, 

Dr. Mélanie 

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