Call to book appointment

Mon - Thurs: 8:30 - 4:00

Friday: 8:30 am to 12:00 pm

London Patient Frequently Asked Questions

Monday to Thursday, 8:30 am to 4:00 pm, and Fridays 8:30 until 12 pm. Our clinic may close early some days depending on the physician’s schedules, so it is a good idea to call the clinic if you are coming at the end of the day to drop off/pick up something to confirm we are open.

The quickest and easiest way to book an appointment is through our online bookings, available here. This service is available 24/7 and will be accepted during the next business day if you are booking after hours. If you would like to speak to a receptionist to book an appointment, please have your calendar ready when you call in. Please note busy times on the phones are first thing in the morning, and after a weekend. Be prepared to wait if calling in to make an appointment.

For Dr. Rigby:
If you are an enrolled patient of Dr. Rigby, please contact the London Doctors Relief Service at (519) 672-8618 to book an appointment during afterhours.

For Dr. Soo:
If you are an enrolled patient of Dr. Soo who belongs to the Thames River Family Health Organization, please call the telephone health advisory service (THAS) at 1-866-553-7205 afterhours.

If you are an enrolled patient of the HealthPark FHO under the primary care of Drs. Ahmad, Hickey, Clary, Milestone, Zhao, Pantazis or  Stocco:
After hours care is available for enrolled patients of the HealthPark FHO by calling 519-850-3234 from 4:30 pm – until 7 pm from Monday – Thursday, and Saturdays 12:30 pm – 3 pm. You will be connected with our on-site receptionist at the clinic.

As a member of this service, you agree to:

  • NOT USE WALK-IN CLINICS - Call the clinic during these hours first before choosing to go to a walk-in clinic after hours.
  • Call our clinic during this time for after-hours medical concerns that arise and need attention. This service is not used for regular office visits, or ongoing concerns.
  • Book appointments during regular office hours with our front desk team for prescription refills, following up on test results or to book appointments. DO NOT call the after-hours service for these requests.

We require a valid health card for all appointments in our clinic. To update your health card, please go to www.ontario.ca to renew online, and call us when it is updated.

We accept credit and debit.

We email our patients on a regular basis with clinic news and use a variety of virtual tools to offer efficient patient care. If you do not use email, you may miss out on important information, requests from your physicians and some items may take longer to process.

Physicians’ offices are notoriously difficult to reach over the phone. Did you know that the typical physician family practice has 650–1,400 patients?

Here are some tips to get what you need faster:

  • Book your appointment online! Save phone conversations for patients that have medical questions or have questions about their booking.
  • Do not call first thing in the morning for a regular office visit or non-urgent question. People who really need to be seen same day typically call first thing in the morning. Avoid this time if you are not requiring same day care.
  • Phones are turned off over lunch to allow our reception team to catch up on work and have lunch without interruptions.

If you require a conversation with a receptionist, and it is NOT about booking an appointment, please leave a message and they will call you back. Do not repeatedly call if you have left a voicemail. Your voicemail will be returned.

Outside referrals and procedures at specialists’ offices and hospitals require this information, as they will likely call you directly or mail you information to your home. It is very important that you always have a valid health card to ensure your referral is accepted. Please be patient with our team when we ask for this information so that we may offer the best care possible.

You will likely receive a call from both our office, and the specialist office or testing facility regarding appointment information. Please return all calls if you are left a voicemail to ensure you receive your appropriate appointment information.

Please ask your pharmacy to fax over a prescription renewal request for your physician to review. Please allow 5 business days for approval. Alternatively, you will be contacted by our office if your doctor requires you to be seen to renew your prescription.

Yes, with the proper authorizations your medical records can be electronically faxed to your new provider or put on a password protected disc.  Please click here for fee information.

Currently our family physicians are not accepting new patients. We hope to have a family physician taking on patients in the future. Please check back on a regular basis.

Medical notes, various forms and certain medical procedures are not covered by OHIP and are paid for directly by the patient. Please click here to see a listing of fees patients are required to pay at the time of visit.

Please drop your form off in a timely manner with your sections completed and signed, for the doctor to review and complete the remaining sections. Our receptionist will contact you when your form is ready and advise of the associated cost for the completion of the form.

Rude, loud, or disrespectful behaviour, directed at other patients, staff, or physicians, is NOT acceptable. Clinic staff and physicians have the right to refuse treatment to patients behaving inappropriately. Our staff have been instructed to notify the police if deemed necessary to protect themselves and other patients.

We love compliments, but also understand there may be complaints or concerns to be shared with our team. All formal complaints must be submitted in writing to be addressed to the Clinic Manager. Please click here to submit a compliment or complaint. 

Clinic Hours

Monday 8:30 AM - 4:00 PM
Tuesday 8:30 AM - 4:00 PM
Wednesday 8:30 AM - 4:00 PM
Thursday 8:30 AM - 4:00 PM
Friday 8:30 AM - 12:00 PM

London Location