Patient's Guide to Osler Medical

Medication Refills:
When you call to request refills of your medication, please have your medication bottle available to pro¬vide the following information:

• Full name of medication (as it reads on your prescription bottle)
• Dose
• Quantity needed (number of pills)
• How the medication is taken (i.e. 2 at bedtime)

Please do not tell the secretary that the doctor or nurse knows what medications you need refilled. This creates confusion and will delay your refill. It is very important for you to call for routine refills during business hours or request your prescription refill online at www.oslermedical.com at your convenience.

We cannot guarantee that a refill can be handled the same day you call to request the medication. We can promise it will be called to your local pharmacy as quickly as possible or within 24 hours. Please make sure you call to request the refill when you have at least 2 days left on your medications.

We have experienced long delays and busy signals when faxing and calling refill requests to out-of-state pharmacies. Because of these delays and problems accessing out-of-state pharmacies, we cannot call or fax to them. We can provide you with a written prescription to mail to your out-of-state pharmacy for refill.

*Note: Please take into consideration the delay in mail refills when requesting your written prescription.

Do Not Wait Until You Are Out Of Medication To Submit A Refill Request. Your Health Can Be Compromised If You Run Out Of A Medication That You Need To Take On A Regular Basis.

Phone Calls About Specific Health Concerns Or Problems:
Clearly state your problem, how long you have been experiencing it and other symptoms you are noticing. If you call during business hours and feel that your problem is urgent, PLEASE let the secretary know this so she/he can get you immediate attention. If you believe you are in acute distress requiring immediate medical attention, please call 911 and go to the nearest hospital and have our office called upon your arrival.

The doctors and nurses sometimes cannot return calls for non-emergency messages until the end of the day. They may be involved with procedures, hospital rounds, office patients or emergencies. Therefore, we ask you to give as much detail on the phone as possible so that the office staff can understand your question or concern when they receive the message. It is difficult to assess some situations over the telephone, so it is imperative that you are as detailed as possible to avoid any delays in getting your question answered.

It is our goal to provide all of our patients with quality medical services. We appreciate you cooperation and understanding regarding refill requests and phone messages. Your cooperation can help us take care of you and your family in an appropriate and timely manner.

After Hours Call
If you have a problem after office hours that cannot wait until the next business day, Osler Medical has a physician "on-call" during evenings, weekends and holidays. This physician is available for medical emergencies and problems that need immediate attention. You can reach the "on-call" physician by calling the office num¬ber where you see your physician. The on-call physician cannot refill routine medications.