A Quick Note on Email & Chat Communication
I genuinely love what I do—and part of that includes staying connected with you between visits. But as the practice has grown, so has the volume of messages. To ensure I can continue offering thoughtful, high-quality care, I’ve created a clearer framework for email and chat communication. We always prefer you reach out through the secure patient portal. Email does not meet Canadian privacy guidelines, while our secure chat via practice better does.
Here’s what to expect moving forward:
Complimentary Emails/Chat
These are quick, clarifying-style messages that take under 2 minutes to respond to. Or an update you’d like to share ahead of the visit as a heads-up, with the understanding that I’ll respond at your next appointment. Think:
- Clarifying a protocol we’ve already discussed
- An update as a heads-up while clearly stating you understand we will respond at your next scheduled appointment.
- Easing a specific worry related to a past visit
- Brief check-ins that don’t introduce new symptoms or treatment directions
📅 Response Time: I aim to respond within 72 hours (business days).
🕰️ I check patient portal messages 2–3 times per week. This may be less frequent during holidays or conferences.
Consultation Emails/Chat (Standard Fees apply)
When a message includes:
- A new concern
- An update or progression of a previous issue, with an expectation of a response.
- A question that requires deeper assessment or clinical decision-making
…I’ll let you know that it falls under consultation care. In most cases, we’ll decide together whether a full telemedicine appointment is the best next step.
🧠 In-depth questions often deserve more than a quick back-and-forth. Without being able to ask clarifying questions or get a full picture, email can fall short—and you deserve better than vague or rushed responses.
📅 Response Time: I’ll still aim for 72 hours (business hours), and block time during the week to review and respond.
🛎️ Time-Sensitive or Administrative Questions
If your situation requires a reply in under 72 hours, or is administrative in nature (e.g. prescription pick-up confusion, scheduling help):
📞 Please call the office directly at 604-200-7856 or message Nicole through practice better chat.
The team will do their best to coordinate next steps, including booking a sooner appointment if needed.
🚨 Emergencies
If your concern is urgent or potentially serious, don’t wait.
Please visit your nearest walk-in clinic or emergency department right away or call 8-1-1 to talk to a nurse who can help you decide your best step right now.
Thank you for your understanding, and for helping create a system where thoughtful care stays sustainable—for you and for me. I hope you find the patient portal helpful—because when it works well, it takes collaborative care to the next level.
With appreciation,
Dr. Mélanie DesChâtelets, ND
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