Frequently Asked Questions
How do I become a patient at Triumph Health Clinic?
Ask your primary care provider, surgeon or specialist to make a referral. Referrals can be faxed to 604-628-3816.
Can I check the status of my referral?
Referrals are added to our waitlist on a continuous basis. Please have the referring physician inquire about the status of your referral if you have not received an appointment date within 3 months of referral. Do not call the office about the status of your referral. Email inquiries are preferred.
What are your current wait times?
New patients are booked according to the referral question. Current wait times are 3 to 6 months for new referrals and 4 to 6 weeks for re-referrals. Have the referring physician contact our office if they feel you need to be seen more urgently.
What if I live in another province or country?
We accept patients from outside of British Columbia with active provincial medical coverage. We do not accept patients from outside Canada.
Appointments & Scheduling
How can I contact the clinic?
We prefer email to firstname.lastname@example.org for all inquiries. Phone lines are open 9:30am to 5:00pm Monday through Thursday. Phone lines are closed on Fridays and statutory holidays.
How can I confirm my appointment?
Appointment changes are accepted up until 24 hours prior to the appointment. A fee of $150 applies for rebooking late cancellations.
What if I can’t make my appointment and need to reschedule?
We appreciate at least 24 hours notice for any cancellations or rescheduling prior to an upcoming appointment. There is limited availability to reschedule around work or travel commitments and you may be added to our cancellation list to accommodate your request.
Do I need a new referral for a new body part?
Typically, a new diagnosis requires a new referral.
I am having difficulties completing the questionnaires, what can I do?
Try logging on to the patient portal from a desktop computer running Chrome or Safari. Site address is: https://triumph.inputhealth.com/
If you cannot access the patient portal please send us an email with your legal name and birthdate and we will confirm the details are correct in our system.
Can I speak to the doctor urgently (within 24-48 hours)?
If you have an urgent medical issue, please contact 9-1-1 or the nurse help line at 8-1-1. Alternatively, present yourself to the Emergency Department or nearest Urgent Care Centre.
Our doctors are available to answer post-injection questions on a more urgent basis. Please send us an email (email@example.com) or leave a voicemail (604-225-9426). We try to accommodate requests for non-urgent telehealth follow-up appointments within 14 business days.
I have questions about my upcoming injection, how should I proceed?
The doctors review the procedure, the indications, side effects and cost before proceeding. We suggest keeping the appointment as scheduled and if you choose not proceed with an injection there is no penalty. If you wish to rebook the injection to a Telehealth, please contact us by phone or email.
How can I get a prescription refilled?
Please send us an email (firstname.lastname@example.org) with the medication and your preferred pharmacy. Our doctors can only refill existing prescriptions they have made. They cannot refill prescriptions for other medications. Please allow at least 3 business days for us to process prescription refill requests.
What are your ongoing COVID-19 protocols?
Masks are required in healthcare settings in British Columbia. We provide new clean surgical masks to all patients upon arrival. Please complete our COVID-19 Questionnaire and notify us if your status changes on the day of your appointment. Do not come to the clinic if you have active symptoms of respiratory illness like fever, cough, runny nose, etc. All high touch surfaces are cleansed in between patient visits in accordance with infection control policies.
Records & Billing
What services are not covered by MSP?
MSP allows physicians to charge for prescription medications and devices used during the provision of medical services like an office consultation or follow-up. Fees include the cost of ordering and stocking the medications or device.
MSP does not cover fees for the completion of certificates and forms.
Can I be provided a receipt to submit to my insurance provider?
Yes, we can provide you with a detailed receipt to submit to your insurance provider that includes the medication name, dose, DIN and other details. Please enquire at the time of your appointment or send us an email with the requested details.
How can I access my clinical records?
Please send us an email or notify us at the time of your appointment. We will send you an Access to Personal Information Request Questionnaire. Indicate what types of records you wish to receive and we will send them within 7 days of receipt. There is no cost to access your records for personal use.
Can you send my records to another party?
Sending records to other members of your care team (e.g. physiotherapy, chiropractor, occupational therapist) is an uninsured service and a records transfer fee applies. We recommend patients share their records with allied health care providers directly.
How can my lawyer or insurance company access my records?
We require a written request from your lawyer or insurance carrier along with a signed consent form at the time of request.
Can I request a hard copy of my images?
Yes. Please notify us by email and we can send you the Access to Personal Information Request Questionnaire. We then make a request to the hospital records department and images can be picked up at our office upon receipt (please allow up to 30 days). Images can also be requested directly from hospital records. Please call them directly with questions regarding cost and timeline.
Telehealth is available using Virtual Care. This is a video conferencing tool within our patient portal. If you are scheduled for a Telehealth Consultation, please review the instructions below.
Virtual Waiting Room
5 mins prior to your appointment time you will receive an email with a link.
Once clicked you’ll be directed to a virtual waiting room.
When ready the Physician will start the virtual visit with you.
If prompted, enable microphone and video for the session on your device.
Telehealth Follow-up Visits
Telehealth appointments will be conducted by phone unless otherwise indicated. Please ensure you have a private place to talk and a quiet room with minimal distractions or noise. Your Physician will call during your designated appointment time.
How do one-on-one video consultations appointments work?
You will be sent an email video appointment link with a unique password. Follow that to the virtual waiting room. Once your Doctor has logged on a video connection will be made.
Video appointments run best on Google Chrome or Safari. If you would like to use your phone, please ensure your software is up to date.
The doctor was supposed to call me for a Telehealth Phone Follow-up. What can I do if they’re late?
Thank you for your patience. We try to keep to the scheduled start time within 10-15 minutes. Our clinic will send a message if the doctor is delayed. Please check your email before contacting us.