Question 1

I received an email from South Ottawa Medical Centre (no-reply@cognisantmd.com). Should I open it?

Accepted Answer

YES! South Ottawa Medical Centre is launching a new patient communication portal through the CognisantMD Ocean platform. This secure system enhances virtual communication by allowing your family doctor to send you messages, attachments, and invitations to complete forms and questionnaires—all without the risks associated with regular email.
Important:
 Emails sent via this platform are for outgoing messages only. Please do not reply to them.
 If you have any questions or concerns, contact our office through the usual channels.

Question 2

Can I book a virtual appointment with my doctor at South-Ottawa-Medical?

Accepted Answer

Some of our physicians offer virtual appointments for added convenience and flexibility. However, not all doctors participate in virtual care.
 To find out if your doctor is available for a virtual visit, please contact our reception team. They’ll be happy to assist with availability and scheduling.

Question 3

How do I prepare for my virtual appointment with my family doctor?

Accepted Answer

When booking your appointment, please confirm the best phone number for your family doctor to reach you.
Two days before your appointment, you will receive an email from no-reply@cognisantmd.com. This message will include a confirmation of your appointment and a Virtual Care Consent Form. Please check your inbox (and spam folder) to ensure you receive and complete it.
At the scheduled time, your family doctor will call you. While we aim to stay on schedule, please allow for potential delays of up to 60 minutes.
Important: Your doctor may call from a No Caller ID or Private Number. If your phone blocks these calls, your doctor may not be able to reach you. We recommend checking your phone settings or contacting your service provider to ensure you can receive calls from private numbers.

Question 4

What should I know before attending an in-person appointment at South-Ottawa-Medical?

Accepted Answer

To help ensure your visit goes smoothly, please keep the following in mind:
Appointment Confirmation:
 You will receive a confirmation email from no-reply@cognisantmd.com two days before your scheduled appointment. This email will include important details—please check your inbox (and spam folder) to review and confirm them.
Arrival Time:
 On the day of your appointment, please arrive at least 15 minutes early to allow time for check-in and any necessary paperwork.
OHIP Card Requirement:
 You must bring a valid OHIP card to every visit. If you do not present a valid card, the appointment will be considered uninsured, and you will be billed directly for the services provided.
Taking these steps in advance will help ensure a smooth and efficient experience at South Ottawa Medical Centre.

Question 5

Do I need to wear a mask when visiting South-Ottawa-Medical?

Accepted Answer

Wearing a mask is not mandatory when visiting our clinic. However, if you are experiencing respiratory symptoms or flu-like symptoms, we kindly ask that you wear a mask to help protect the health of other patients and our staff.
Thank you for your cooperation in helping us maintain a safe and respectful environment for everyone.

Question 6

I don't like my doctor at South-Ottawa-Medical, can I switch to another doctor within the clinic?

Accepted Answer

At South-Ottawa-Medical, we understand that a strong doctor-patient relationship is crucial for effective healthcare outcomes. However, we have a strict policy in place that does not allow for switching physicians within our clinic.
 If you are experiencing issues with your current doctor, we highly encourage you to discuss your concerns directly with them.
 Open communication can often resolve misunderstandings and improve your overall care experience. In cases where you feel that your care has been compromised or you have lost trust in your doctor, we advise contacting the appropriate health Care Connect for further assistance. Our goal is always to ensure you receive the best possible care and support.

Question 7

What is the appointment cancellation policy at South-Ottawa-Medical?

Accepted Answer

At South-Ottawa-Medical, we require that appointments be canceled at least 24 hours in advance. This policy helps us manage our schedule effectively and allows other patients the opportunity to utilize the time slot.
 If you fail to cancel within this timeframe or do not show up for your appointment, you may be subject to a fee.
 We appreciate your understanding and cooperation in adhering to this policy to ensure smooth and efficient service for all our patients.

Question 8

Why might my appointment at South-Ottawa-Medical be delayed?

Accepted Answer

At South-Ottawa-Medical, we strive to see our patients on time. However, there are instances when the patient before you has urgent or pressing issues that need immediate attention. Just as you would appreciate it if your doctor took the time to thoroughly address your health concerns, we extend the same level of care and attention to all our patients.
Additionally, like everyone else, our doctors may occasionally encounter personal situations such as illness or family emergencies that could impact their schedule. We appreciate your understanding and patience as we aim to provide the highest quality of care to each patient.

Question 9

I have paperwork to be completed and my doctor is unavailable. Can someone else at South-Ottawa-Medical complete them for me?

Accepted Answer

No, it has to be your physician who completes your paperwork. Please be advised that the College of Physicians and Surgeons of Ontario allows up to 45 days for the completion of such documents. Additionally, the majority of these forms are uninsured and require time to complete, meaning you are responsible for any associated fees. For accurate information and timely processing, please ensure all paperwork is submitted directly to your physician at South-Ottawa-Medical and make sure your information is completed and that you signed the paperwork or forms.

Question 10

What should I do if I need medical care at South-Ottawa-Medical but do not have a valid health card?

Accepted Answer

Yes, you can still receive medical care at South-Ottawa-Medical even if you do not have a valid health card.
Patients presenting without a health card or with an invalid health card will be charged directly for the visit.
Our priority is to ensure that everyone has access to the medical services they need. Therefore, please be prepared to settle the fees at the time of your visit. For more detailed information about the costs and available payment methods, kindly contact our administrative office prior to your appointment.

Question 11

I missed my appointment because I forgot—will I be charged a fee for the missed appointment?

Accepted Answer

Yes, missed appointments are subject to a fee.
At South Ottawa Medical Centre, it is the patient's responsibility to keep track of their scheduled appointments. As a courtesy, we send two email reminders in advance—please ensure your email address is up to date when booking.
Despite these reminders, it is ultimately your responsibility to attend your appointment. Missed appointments cannot be recovered and will result in a missed appointment fee.
Thank you for your understanding

SOUTH OTTAWA MEDICAL CENTRE

Frequently asked questions

I received an email from South Ottawa Medical Centre (no-reply@cognisantmd.com). Should I open it?