1. Who provides your care
Trean Clinical Services Inc. is an independent medical practice. Your care is provided by physicians registered with the College of Physicians and Surgeons of Ontario. Prescriptions are reviewed by a pharmacist registered with the Ontario College of Pharmacists.
Trean Health Inc. provides the technology. It does not provide care and does not make clinical decisions.
2. When our relationship begins
A clinician–patient relationship begins when we accept you as a patient and a clinician agrees to provide care. Registering, completing an intake, or browsing the website does not create one.
3. Not for emergencies
If you have a medical emergency, call 911 or go to your nearest emergency department. Secure messaging is not monitored continuously. We aim to respond within 1 business day, but we cannot guarantee a response time and you must not rely on it for anything urgent.
4. Who we can treat
- Adults 18 and over.
- You must be a resident of Ontario and physically in Ontario when you receive care.
- You must tell us if you move or are outside the province, because we may not be able to continue.
- Some conditions cannot be safely managed virtually. If yours is one, we will tell you and help you find the right care.
5. Virtual care, and when it is not enough
Virtual care suits many problems, but not all. Some conditions need a physical examination, in-person testing, or urgent assessment. Where that applies, your clinician will tell you and direct you to in-person care rather than treating you remotely. Virtual care is not a substitute for emergency care.
You will always know who is treating you. Before your consultation you will be told the name and registration number of the clinician responsible for your care, and you can verify any of them on the public register of their college.
We do not replace your family doctor, and we encourage you to have one. With your consent we will send your results and a summary of your care to your family physician so your record stays complete. If a problem falls outside what we look after, we refer you on and follow up to confirm the referral was received.
6. What we expect from you
- Give complete and accurate information, including everything you take, whether prescribed or not.
- Tell us about changes to your health, your medications and your training.
- Attend appointments and testing you have booked, or cancel in time for someone else to use the slot.
- Use the portal for clinical questions rather than phone or email, so everything is secure and in your record.
If you tell us something inaccurate or leave something out, the care we give you may be unsafe.
7. Treatment is never guaranteed
Completing an assessment does not entitle you to any particular treatment or prescription. Your clinician decides what is appropriate and may decide that nothing is, or that you would be better served by your family doctor or a specialist. We would rather tell you that than prescribe something that is not right for you.
8. Prescriptions
- Prescriptions are sent to the pharmacy you choose and dispensed by them, not by us.
- We do not dispense or administer any medication or supplement, and we do not sell supplements.
- Every prescription is reviewed by a Sports Pharmacist before it is dispensed.
- Repeat prescriptions require review. We may ask you to complete a short questionnaire or attend an appointment first.
- Controlled substances are subject to additional requirements and may not be prescribed virtually.
9. Fees
- Your assessment by a physician is an insured service billed to OHIP where you hold a valid Ontario health card.
- Without a valid card, the assessment is uninsured and charged at the published rate. We will tell you the amount before you book.
- Uninsured services — fitness testing, coordination and programme fees — are private pay at the prices published on our fee schedule.
- Laboratory testing is covered by OHIP where medically indicated. Where it is not, the laboratory bills you directly and your clinician will tell you before ordering.
- Medication is billed by your pharmacy. We take no commission and add no margin.
- Please give at least 24 hours' notice if you cannot attend, so the time can go to someone else.
- A missed appointment without notice, or one cancelled with less than 24 hours' notice, may be charged at $50. This is an uninsured service and cannot be billed to OHIP.
- We will tell you the amount before you book, and we will not charge it the first time.
- We will waive it where you could not reasonably have told us: illness, an emergency, or a technical failure at our end. Tell us what happened.
- Repeated missed appointments may lead us to end the relationship, on the notice described below.
Nothing you pay moves you ahead of anyone else or buys faster access to an insured service.
10. Sharing with your trainer
If you want your trainer involved, you give separate written consent that names them and states exactly what may be shared. You choose from categories ranging from training guidance only through to full results, and you can change or withdraw it at any time.
Your trainer is not a clinician and is not bound by health privacy law. Once information reaches them it is outside the health privacy system. Withdrawing consent stops future sharing; it cannot recall what has already been sent.
11. Ending care
- You may stop being our patient at any time. Tell us so we can transfer your records if you want.
- We may end the relationship where the therapeutic relationship has broken down, where care cannot be delivered safely virtually, where you are abusive to staff, or where you repeatedly do not attend.
- If we end it, we will tell you in writing, give reasonable notice, provide urgent care in the meantime, and help you find another provider, as our regulator requires.
12. Complaints
Tell us first and we will try to resolve it: administrator@trean.ca. You may also complain to the College of Physicians and Surgeons of Ontario at any time, and for privacy matters to the Information and Privacy Commissioner of Ontario.
13. Limitation of liability
We do not limit our professional liability, and nothing here attempts to. If a clinician is negligent in your care, your rights are unaffected by these terms. Our clinicians carry professional liability protection and are accountable to the College of Physicians and Surgeons of Ontario.
What this section does cover. For matters that are not clinical care, and to the extent the law allows, we are not liable for:
- interruption or unavailability of the patient portal or messaging, including where caused by a third-party provider;
- the acts or omissions of a pharmacy, laboratory, trainer or other third party you choose to involve;
- loss arising because you gave us inaccurate or incomplete information, or did not tell us about a change;
- loss arising because you relied on secure messaging for something urgent instead of seeking emergency care.
What cannot be limited. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, for professional negligence, for fraud, for a breach of your rights under Ontario's Consumer Protection Act, 2002, or for anything else that cannot lawfully be excluded.
14. Governing law
These terms are governed by the laws of Ontario and the federal laws of Canada that apply in it.