Frequently asked questions
“Why do I have to wait so long for my appointment? I require urgent care NOW”
Respectfully, all patient referrals are triaged by Dr. Yeung upon receipt, with priority given to those with more urgent symptoms. If you believe you need more urgent care, please consult with your family doctor for updates or alternative options. In case of an emergency, you can visit the hospital or call 911.
Calling our office repeatedly to request an earlier appointment will not expedite the scheduling process.
We have zero tolerance for abusive behavior at our office. Any individuals who harass our staff will be discharged immediately and referred back to their referring physician.
“I’m running out of medications!”
If you notice you are out of refills and are low on medication, please contact your pharmacy and have them fax over what you need to 604-285-8766. This is the fastest method of obtaining refills.
If your pharmacy has questions, they can reach out to us directly via fax as well. DO NOT wait until you are on your last dose when requesting medication refills. We generally require at least 2 weeks notice. If you are absolutely out of medication, your pharmacy can usually provide 1 week of “emergency dose” while they wait for our refill authorization.
“I’ve done all my tests as you requested. How do I obtain results?”
Our office will only contact you if your test results are abnormal and require urgent attention. Otherwise, all test results are sent to your family doctor. You can obtain a copy by reaching out to their office.
“Is there an appointment yet for my ______ test?”
Not all tests can be scheduled immediately. For example, MRI and CT scans require a requisition form to be sent to the hospital, where it will be triaged by the radiologist. We will receive an appointment time once it is available. Please be aware that hospitals handle a high volume of requisitions daily. We will notify you as soon as we receive your appointment details. If more than 5-6 months have passed, feel free to call our office for an update.
However, due to the COVID-19 pandemic, many hospitals are still dealing with backlogs from previously canceled appointments, and it may take up to 12 months to schedule more complex tests.
Similarly, if you are referred to another specialist, please wait for us (or their office) to contact you with your appointment time.
“My condition changed”, “My medication is making me sick” —- what now?
If there are changes in your symptoms, medication inquiries, or if you are experiencing a flare-up, please contact our office via phone. Leave a voicemail, and our staff will relay the information to Dr. Yeung. If you do not receive a response within 3 business days, please call us again. For emergencies, go to the nearest hospital or call 911.
“When will you call me back? ”
We operate a hybrid office, and our physical space is open on Mondays, Tuesdays, and Thursdays. Rest assured that voice mail is checked regularly even if we are not physically in the office.
If you leave a voice message on our answering machine, we typically return calls within 3 business days. Please do not leave a message in case of an emergency.
If our phone line is busy or we are unable to answer during business hours, we are likely assisting another patient or on the other line, so please refrain from calling repeatedly as it causes disruption to our other lines.
“How do I reach your office to book an appointment?”
For confidentiality reasons, we do not communicate with patients via email or text message. Please call us directly if you need assistance.
Appointments are always scheduled with a live person, whether it's the patient or a family member. We do not leave messages with appointment details to avoid miscommunication. We prioritize direct communication to ensure clarity.
“What does your office use for video appointments?”
Our office uses the Zoom app to conduct virtual appointments with our patients. Depending on your condition, a physical office visit may be required, as some tests cannot be performed virtually (i.e. we are unable to conduct physical exams via video). When you schedule a video appointment, our staff will provide you with instructions on how to join a Zoom call.