After-Hours Care Policy

Effective Date: August 1, 2025 

Reviewed: June 17, 2025

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1. Purpose

This policy outlines how Rockwise Medical manages patient care outside of regular clinic hours. It ensures patients have clear guidance on accessing appropriate medical attention for urgent or emergency concerns, while maintaining the safety and professionalism of our practice in accordance with the Personal Health Information Act (PHIA) of Newfoundland and Labrador and guidelines from the Canadian Medical Protective Association (CMPA) and the College of Physicians and Surgeons of Newfoundland and Labrador (CPSNL).

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2. Policy Statement

At Rockwise Medical, our commitment is to provide comprehensive care during our regular operating hours. We recognize that medical needs can arise at any time. This policy aims to guide patients on how to seek care when the clinic is closed, ensuring continuity of care while clearly defining the scope of our after-hours responsibilities.

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3. After-Hours Definition

"After-hours" refers to any time outside of Rockwise Medical's posted regular clinic hours, including:

• Evenings

• Weekends

• Statutory Holidays

• Designated Clinic Closures (e.g., hours of operation, physician vacation, professional development days)

Our regular clinic hours are typically Monday-Thursday, 8:30 AM - 2:30 PM and Friday 9:00 - 1:00, excluding holidays. Specific closure dates may be communicated through either social media, website, direct email/SMS, or phone call.

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4. Accessing Care After Hours

Rockwise Medical does not provide direct physician coverage for after-hours care. If you require medical attention when the clinic is closed, please consider the following options:

• For Non-Emergency Medical Advice (811 Healthline): For general health advice or to determine if you need to see a healthcare provider, you can contact the 811 Healthline in Newfoundland and Labrador. This service is available 24/7 and is staffed by registered nurses.

• For Urgent (Non-Life-Threatening) Concerns:

  • Visit a local walk-in clinic during their operating hours.

  • Consider a virtual care service if your concern can be appropriately assessed remotely (ensure you understand their privacy policies and fees).

• For Prescription Renewals: After-hours services are generally not equipped to handle routine prescription renewals. Please refer to our Prescription Renewal Policy and plan your requests at least three to four weeks in advance. You may opt to speak to your local pharmacist regarding the same.

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5. Urgent and Emergency Concerns

If you are experiencing a medical emergency (e.g., severe chest pain, sudden weakness, difficulty breathing, uncontrolled bleeding, severe injury, signs of stroke or heart attack), do NOT wait.

• Call 911 immediately.

• Go to the nearest Emergency Department.

Rockwise Medical is not an emergency service. Delaying emergency care by attempting to contact the clinic after hours for critical issues can be dangerous.

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6. Clinic Responsibility After Hours

• During after-hours periods, new test results will not be routinely reviewed until regular clinic operations resume.

• Voicemails and emails received after hours will be processed on the next business day.

• Rockwise Medical does not assume responsibility for urgent or emergency medical issues that arise outside of our regular clinic hours.

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7. Patient Responsibility

It is the patient's responsibility to:

• Understand our clinic's regular operating hours and after-hours policy.

• Seek appropriate medical attention for urgent or emergency concerns when the clinic is closed, using the resources outlined in this policy.

• Ensure their contact information is up to date with the clinic for any necessary follow-up during regular hours.

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8. Contact Information

For general inquiries during regular clinic hours, or if you have questions about this policy, please contact:

Dr. Aaron Wiseman 📞 Phone: 709-979-1490 📧 Email: admin@rockwisemedical.com

External Resources for After-Hours Care:

• 811 Healthline (NL): Dial 811

Emergency Services: Dial 911