Patient Communication Policy

Introduction

At Magenta Health, we are committed to providing our patients with accessible and quality care that is responsive to their needs. One of the ways in which we strive to distinguish ourselves from other clinics is to reduce the frustration, inefficiencies, and communication errors associated with communicating via the phone. 

All too often we have heard patients express their frustration regarding difficulty getting through to a receptionist when calling into their doctor’s office, being put on hold for extended periods of time, and leaving voicemail messages that do not get answered. Even more concerning are the instances when medical errors occur or medical care is compromised because of misunderstandings or communication errors over the phone. There are also confidentiality concerns with voicemail, as well as difficulty confirming the identity of individuals over the phone.

We hope to improve the patient experience and streamline the process by which patients communicate with the clinic, while enhancing the reliability and accuracy of communication. As such, we will be primarily relying upon electronic written communications between patients and the clinic. What this means is that, depending on the context, the following communication means will be used, as discussed in more detail below:

  • a secure web messaging portal;
  • e-mail;
  • a secure online appointment scheduling portal; and
  • secure online forms.

Notably, use of the a secure web portal will likely be mandatory, once available. You are of course always welcome to come into the clinic to have our staff assist you in person.

To be clear, patients who call in will oftentimes be asked to re-direct their query via the appropriate electronic communication channel.

How the Clinic will Contact You

The clinic will be using a mix of different means to contact you, depending on the sensitivity, importance, and nature of the message. This may include occasional phone calls, e-mails, and web portal messages. Notably, we do not plan to send you written letters.

Accordingly, it is your responsibility to ensure that each of the following is up-to-date. You will need to update each separately:

  • The clinic will need to know your up-to-date e-mail address, phone number, and mailing address at all times (see Update Your Contact Information); and
  • Our online scheduling portal, Veribook, will need your up-to-date e-mail address to send you appointment reminders and notification e-mails regarding changes to your appointments (instructions).

We encourage patients to use secure passwords and change their passwords regularly. We also encourage patients not to share their passwords with others, or to allow others to access their e-mail account.

How You Should Contact Us

Please consult this page for more information.

More Information

secure web messaging portal

We plan to eventually migrate to a secure web messaging portal to communicate with patients. Use of this portal will be mandatory. Unfortunately, no suitable option is currently commercially available.

E-mail

Unfortunately, while extremely convenient, e-mail is not technically a secure communication medium. Accordingly, the clinic will only e-mail you in respect of non-confidential information unless we have your Authorization for Email Communication in respect of your personal health information. For example, we may occasionally send all patients generic e-mail invitations to schedule an appointment for special clinics that we are having (e.g. a flu shot clinic).

Secure Online Appointment Scheduling Portal

Magenta Health uses Veribook, a Canadian online appointment booking software provider, to enable patients to schedule appointments. This system has been integrated with our electronic medical records system so that we can offer an entirely automated online appointment scheduling system. All available appointments can be scheduled and managed online 24 hours a day, 7 days a week.

More information is available here.

Secure Online Forms

In certain situations, we believe a secure online form is the most effective way for you to communicate with us, such as if you wish to notify us of updated contact information, updated OHIP information, or if you wish to report completion of a blood and/or imaging test.

In such circumstances, we ask that you complete the form as completely as possible, and we will follow-up as appropriate.