Frequently Asked Questions for the family medicine clinic (does not apply for immigration medical exams)

Please note that our online booking system has been updated. Please navigate to the homepage of our website at https://instoremed.com, click “Book Appointment” on the top right, and then select the type of appointment you require. Then click on the “Sign Up” button and register as a new user if you have not yet registered on our new booking system. Please note that accurately entering your information is vital to the appointment booking process, as the website will assume you are a private pay patient and request payment should your name, date of birth, B.C. Services Card (CareCard) information be inaccurate.

All accounts must have a unique email address as the email address is used to authenticate a login. Please note that Gmail allows you to use alias emails. For example, if your email address is myemail@gmail.com and your child’s name is Charlie, you can use myemail+charlie@gmail. com as the email address on our booking system. All emails including confirmation emails from us will be delivered to myemail@gmail.com. This way, you can easily create a new login for your dependents without needing a new email inbox.

All accounts must have a unique email address as the email address is used to authenticate a login. Please note that Gmail allows you to use alias emails. For example, if your email address is myemail@gmail.com and your child’s name is Charlie, you can use myemail+charlie@gmail. com as the email address on our booking system. All emails including confirmation emails from us will be delivered to myemail@gmail.com. This way, you can easily create a new login for your dependents without needing a new email inbox.

Because online accounts are directly linked to accounts at the clinic, every patient must have a unique online profile with a unique email address. Therefore, the account of a parent or relative cannot be used to book for others. Please note that appointments booked for others in this fashion will be cancelled. Furthermore, if appointments are repeatedly booked for others, the user’s online account may be suspended or terminated.

The online booking system only allows unique B.C. Services Cards (CareCards) numbers. If you get this error, then you have already registered in our system. Please go back to the booking webpage, look for the Forgot Password button, and follow the prompts to reset your password.

Users of all new accounts receive a confirmation email in their inbox. Please locate this email and confirm your account in order to activate your login. If you do not see this email in your inbox, please also check your Spam folder, Junk folder, and Promotions tab.

If you receive a prompt for payment, it is possible your current MSP coverage does not cover the service, as our system checks patient eligibility automatically. If you think this is an error, please email us at info@instoremed.com for assistance and clarification. Please note that if you choose to pay the $200 appointment booking fee, it will not be refunded.

Fit to fly letters are dependent on your consultation with the doctor. We will not be able to guarantee prior to your visit whether or not this can be issued, as the doctor will have to screen you for symptoms and recent history of sickness. If the doctor is able to write a fit to fly certificate for you, please keep in mind there is a standard private paperwork charge of $50.

COVID-19 tests cannot be done at this location and must be performed at a designated COVID-19 testing site. Please refer to the VCH COVID-19 testing webpage for more information: http://www.vch.ca/covid-19/covid-19-testing. Please keep in mind that, at present, COVID-19 testing cannot be performed on asymptomatic patients at these sites.

Patients can register for myEHealth through Lifelabs to obtain direct access to their lab results. Our staff will contact patients with abnormal lab results to remind them to book a follow-up visit with one of our physicians for review. However, our clinic’s policy is that patients should independently follow up for all results. This way, it is ensured that all results are accounted for.

You may obtain a copy of your medical records at our clinic for $60.00. Please send an email to info@instoremed.com requesting your medical records. Please specify your first name, last name, date of birth and healthcare card number (if available). Then send a $60.00 e-transfer to info@instoremed.com. You will not need to set up a security question as this email has auto-deposit, however we ask that you specify the reason for the e-transfer in the “memo” or “note” field. We will then prepare for you a CD that contains your medical records within ten (10) business days. We will email you when your records are ready for pickup. You will need to come to the clinic and show your picture ID to our receptionist in order to retrieve the CD containing your medical records. We do not mail CDs containing medical records due to the sensitivity of the information contained within these CDs. When you attend the clinic to see a doctor, our doctors are also able to print out up to ten (10) pages of your medical records for $1.00 per page. If your requested medical records can be accessed through LifeLabs’ myEhealth portal, our doctors will not print out records but ask instead that you to obtain these records through the portal. Please note that we are unable to email you medical records and that our receptionists cannot print out medical records.

Our doctors will call the next appointment on their schedule if they are unsuccessful in contacting you, and will attempt to contact you again once they have finished with their next patient. If you have (or you think you have) missed your appointment, you may send an email to our inbox at info@instoremed.com to request to be recalled. Please include your primary contact number in your email, so that we may cross-check this information with our records. Please keep in mind that just like in-person appointments, some patients may take longer than others, and your telehealth appointment may not be initiated at the exact time of your booking.

Patients seeking to refill a medication they have had prescribed before may use our online refill service at https://askmedication.com/. Please keep in mind this service can only be used by patients 19 years of age or older, and cannot be used to refill prescriptions of stimulants (e.g., ADHD medications), opiates (e.g., pain pills) or benzodiazepines (e.g., sleeping pills).

Please send us an email at info@instoremed.com with your name and date of birth, as well as your preferred pharmacy, so we may double check this with your doctor.

(Family medicine only - does not apply for immigration medical exams) Appointments must be cancelled on the online booking platform, and must be cancelled at least six (6) hours prior to your appointment time. Cancellation requests sent by email (regardless whether they are within the cancellation grace period) will be considered no shows. Please note that privately paid (i.e., when a fee was paid) appointments can be rescheduled within 24 hours by sending an email to info@instoremed.com. Privately paid appointments cannot be cancelled once made.

(Family medicine only - does not apply for immigration medical exams) Appointments can be cancelled by logging in to the booking site and navigating to the tab labelled ”My Appointments.“ Should you have trouble locating this tab, please try to maximize the window or set your mobile browser to PC view of “Desktop Site”. Appointments cannot be cancelled less than six (6) hours prior to the appointment time. Private paid (when a fee was paid) appointments cannot be cancelled.

Passwords cannot be retrieved, but can be reset by using the ”Forgot Password” link found on the login screen. Our system will ask for some identifying information from you for verification and security purposes. Once your identity is verified, you will receive an email with a code you may use to reset your password.

Sick notes are charged for at rates between $30 to $50. If you were issued a sick note during your telehealth visit, an invoice will be emailed to you. Once it has been paid, your sick note will be emailed to you automatically. Should you have trouble finding this invoice in your inbox, please also check your Spam folder, Junk folder, and Promotions tab. If you are certain you have not received this invoice, please email us at info@instoremed.com to request that it be resent.

For security purposes, personal information on a patient’s account cannot be changed by the patient. If you wish to update information on your record, please send us an email at info@instoremed.com and request for your information to be updated. Please be aware that we may ask you some verifying questions for identification purposes before proceeding and that at times you may be asked to come in person to the clinic for proof-of-identity purposes.

Please contact MSP to have this information updated and request that a new card be mailed to you. Meanwhile, should you need to register and book an appointment ASAP, please register using the information shown on your BC Services Card. Once this information has been updated with MSP and you have received your new card, you may email us and we will update this information on your chart accordingly.

Patients who are late for their appointment may lose their spot to the next patient on the schedule and will have to wait for the next available spot, if available. Patients who are significantly late for their appointment may be considered as a no show and will be checked in as a walk-in, and will have to wait their turn on a first-come-first-served basis.

Patients who fail to attend their appointment will be subject to a no show fee of $50. Failure by patients to attend multiple appointments may result in a loss of booking privileges, suspension of the patient’s account, or termination of the patient’s online account.