Email and Communication Guidelines 2024
The clinic receives a high volume of calls and emails every day. My admin assistant Susan is available at admin@jenniferdoan.ca. I appreciate your patience with this new addition to the clinic. If Susan doesn’t know the answer, she will ask me and get back to you.
Email communication
Email at admin@jenniferdoan.ca will reach Susan, my online admin helper. Susan can help you with things such as rescheduling appointments and dispensary ordering. If Susan does not know the answer, and you need to speak with me directly, please book a 5 minute phone call (see below).
Please keep in mind that for liability reasons, health advice, test results and new and/or changes to existing treatment strategies cannot be discussed over the phone or email communication.
Actionable Emails
If you send an email to me, Dr. Doan, and you want me to read it, think about it and take action, the time that is spent to read, think about it, take action and formulate a response will be billed to you. There is a $45 flat fee billed in 15 minute increments for actionable emails.
The charge is $45 per 15 minute increment with a $45 flat rate. This means if your request takes me a very short time, you will be charged a flat rate of $45. If your request takes anywhere up to 15 minutes of my time, you will be charged $45. If it takes me up to 30 minutes, you will be charged $90, and so on. You will be billed upon completion.
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Oncall: For existing clients
Oncall is an expected part of working with and supporting clients. All clients have questions and acute concerns and as a practitioner, I must have a way to support this. The structure I have created for this is called the ‘5 minute call.’
There is no charge for the 5 minute call, the charge is built into your regular appointment fee. When you book, you must leave a phone number where you can be reached and will be waiting by the phone. This is intended to avoid phone tag.
The ‘5 minute oncall’ is intended to briefly discuss: quick acutes, reality checks, rescheduling, billing, dispensary etc.
If you want to speak with me directly between appointments, book your 5 min quick call here.
Please leave a phone number where you can directly be reached and be waiting by that phone at your booked time.
If it is apparent the call is not a 5 minute ‘call in’ match, we will schedule you for an appointment later that day. Hopefully we can address the problem in the 5 minute call. Depending on the situation, you may be asked to bring your next appointment forward or if urgent, have an appointment that day.
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Outside Oncall:
There is a $45 flat fee billed in 15 minute increments for phone calls outside of oncall. This means anytime that I pick up my phone to call you to answer any kind of question outside of oncall time. This is billed in 15 minute increments.
Therefore, if you request a call back and ask me to call you outside oncall times, even if it is a short call, you will be billed a flat rate of $45. If the call is up to 15 minutes, you will be billed $45. If the call is up to 30 minutes, you will be billed $90 and so on.
I am not available for phone calls outside business hours. If you have an urgent situation, please call 9-11 or Homeopathy 24/7.
Please note:
Emails and phone communication are not responded to when the clinic is closed on the weekends, Mondays or after 6:00 pm, or during holiday closures. Although I do my best to respond to email as quickly as possible, due to mail volume and scheduling commitments, it may take up to 3-5 business days (72+ business hours) for me to respond.
Due to professional liability reasons, I cannot discuss over the phone or email communication test results, health advice, and new and/or changes to existing treatment strategies. You will be asked to make an office visit. I appreciate your patience in this.
Please save questions and information you want to share by writing it all down to bring to your next appointment. All questions will be addressed within your visit time. Please understand that due to professional liability reasons, test results and new and/or changes to existing treatment strategies cannot be discussed over the phone, or email. An office visit is required.
Please help us to serve and be fair to everyone by observing the clinic 48 business hours (two full business days) cancellation policy.