Clinic Policies

Code of Conduct and Zero-Tolerance Policy:

We enforce a zero tolerance policy toward abuse of any clinic staff. WE WILL NOT TOLERATE VERBAL, PHYSICAL OR RACIAL ABUSE, VIOLENCE, THREATENING BEHAVIOR OR DISCRIMINATION.
Anyone who breaches this policy will receive a warning, which could result in losing your family doctor and being banned from the clinic. We also reserve the right to call the police to remove offenders from the premises.

Patient Disclosure and Trust Policy:

Failure to disclose complete and accurate mental and physical health information on the intake form or during your appointment may result in the termination of the patient-doctor relationship at the clinic’s discretion, as it constitutes a breach of trust.

ADHD Diagnosis & management Policy:

In Nava Medical Centre, we are dedicated to delivering the highest standard of patient care. For ADHD management, our policy requires that all diagnoses are conducted exclusively by registered psychiatrists, who independently establish and initiate appropriate, evidence-based treatment plans. Once initiated, our primary care team will oversee the patient’s ongoing management, adhering closely to the diagnosis and treatment framework. This structured, collaborative approach prioritizes patient safety and promotes responsible, effective treatment practices. We require all of our patients with ADHD to sign an ADHD Informed Consent Treatment Agreement for Stimulant Therapy.

Walk In Clinic Policy:

Our walk-in clinic operates by appointment only.
All appointments must be booked in advance, through our website online booking service — please ensure you have an appointment scheduled before arriving at the clinic.

We do NOT prescribe restricted medications, including opioids or stimulants.

We do NOT provide WorkSafeBC assessment in walk in setting.

We do NOT provide sick note for more than maximum 1-2 weeks.
We do NOT provide follow up visit for ICBC cases that were initially assessed by another provider in another medical settings.

Electronic Communication Policy

Please review our Electronic Communication Policy when booking your appointment through our Cortico booking system. Detailed information is displayed after you enter your booking information — please read the policy and click the acknowledgement checkbox to confirm you have reviewed and accepted the terms. The policy explains how Nava and Cortico handle electronic communications, privacy, security, and any limits to confidentiality.

Test & Referral Follow-up Policy

Tests ordered by a Nava provider: Patients must contact Nava for follow-up if they do not receive communication about test results or next steps within 14 days of the test date.
Referrals to tests or specialists: Patients must contact Nava for follow-up if they do not hear from Nava, the testing facility, or the referred specialist within 60 days of the referral.

AI Documentation assisstant Technology Use Policy

Our clinic uses a secure, Health Canada–compliant AI scribe to assist with clinical note documentation. This tool helps your physician document your visit more efficiently. It does not make medical decisions, and all notes are reviewed and finalized by your doctor.

All information is handled securely and in compliance with Canadian privacy regulations.

Patient Rights

At Nava Medical Centre, we believe every patient deserves to be treated with respect, dignity, and compassion. You have the right:

• To be treated with courtesy, dignity, and respect by all Nava Medical Centre staff.
• To discuss any complaints regarding your care without fear of getting poor treatment and to have your concerns reviewed in a timely manner with assistance or advocacy as required and, when possible, resolved in a timely manner.
1. To help our clinic improve, we welcome patient feedback on our clinic. Please be as specific as you can with your feedback, so that we may take actionable steps to make a difference.
2. If you are providing feedback on a specific employee but you don’t know their name, please note as much detail as you can (what date and time did you have an interaction, etc).
3. Please email your feedback to director@navamedicalcentre.ca and management will review it promptly.
• To know your primary care physician. You will be attached to one of our long term physicians as your primary doctor, but you may also be seen by another partner in the clinic when your family doctor is unavailable.
• To know if your care involves the training of health-care providers. You have the right to agree or refuse to participate.
• To receive complete and current information about your diagnosis, treatment and prognosis in terms you can understand. Explanations should include:
• A description of the procedure or treatment and why it would be done.
• The possible benefits.
• The known serious side effects, risks or drawbacks.
• Problems during recovery.
• The chances of success.
• Other procedures or treatments that could be done.
• To participate in the planning of your care.
• To be informed of the results of treatment, positive and negative, expected or unexpected.
• To receive and read your medical records in a reasonable period of time and a description or explanation of everything in your records. Note that fees apply when providing copies of records.
• To refuse any procedure, drug or treatment and to be informed of the possible results of your decision.
• To a safe and secure environment that is supported by infection-control, safety and security services.
• To personal privacy. Case discussion, consultation, examination and treatment will be conducted to protect each patient’s privacy.
• To have all communications and records related to your care be kept confidential. Only under very special circumstances will we be legally obliged to disclose your information to the proper authorities, such as: immediate risk to someone’s safety, concerns regarding child’s well being, matters of public health, or with court orders for disclosure.
• Patients and visitors have a right not to be discriminated against because of race, colour, religion, sex, age, national origin, sexual orientation, disability or source of payment and other factors.
• To supportive care, including appropriate assessment and management of pain, treatment of uncomfortable symptoms and support of your emotional and spiritual needs, regardless of your medical status or treatment decisions.
• To be free from all forms of abuse, harassment, exploitation, retaliation, humiliation, and neglect.
• Anyone, including patients, staff, families, and visitors, can request help with ethical issues surrounding your care.
• To know if your care involves research or experimental methods of treatment, and to be protected during research and clinical trials. You have the right to agree or refuse to participate.
• To have you or your representative make informed decisions regarding your care.
• To include family members or significant others in your care decisions.
• To be informed about unanticipated outcomes of care, treatment and services.
• To assign someone, legally, to exercise the rights listed above on your behalf, if you are unable to exercise them

We welcome your feedback to help us improve our services.
Please send specific comments to: admin@navamedicalcentre.ca

If you do not know the name of the staff member involved, please include details like date, time, or nature of the interaction to help us follow up appropriately.