At Health & Wellness, we take your privacy seriously. Read about the details of our privacy policy.

Please also take note of our cancellation policies. There are fees for missing a booked appointment without contacting us in advance to cancel it.

Information on this page was last updated on October 16, 2019.  

Privacy statement

To safeguard your privacy and the confidentiality of your personal health information, the clinicians and staff of the Health & Wellness Centre are bound by Ontario’s Personal Health Information and Protection Act, the University of Toronto’s Privacy and Security Policy, and professional standards.

By requesting care from clinicians at Health & Wellness Centre, you consent to the collection, use and disclosure of your personal health information for purposes related to your care. Other purposes, including the Mandated Leave Policy (PDF), require your express consent.

The Health & Wellness Centre uses up-to-date safeguards to assist clinicians and staff in protecting patient health information. However, the law does require clinicians to disclose personal health information to authorities in or outside the university, if:

  • there is concern that you may physically harm yourself or someone else
  • you reveal potential child abuse or neglect
  • you report sexual abuse by a member of the Ontario College of Social Workers and Social Service Workers, or a regulated health professional
  • your physician determines that you to have a medical condition that impairs your ability to operate a motor vehicle

These situations are unique and rarely happen.

You have the right to see your personal health records and to obtain copies of these records. Please speak to your clinician if you have any concerns about the accuracy of your personal health records.

If you’d like to discuss this privacy statement in more detail, or have specific questions or complaints about how your information is handled, please speak to Janine Robb, Executive Director Health & Wellness, at (416) 978-6316 or contact the University’s Freedom of Information and Protection of Privacy Coordinator, Kelly Carmichael, at 416 946-7303 or kelly.carmichael@utoronto.ca.

How to cancel an appointment

Changes to our Cancellation Policy

Health & Wellness requires adequate notice for cancellations in order to make appointment times available to other students and to accommodate more student needs.

If you are cannot attend a scheduled appointment, you can contact us by phone, press "cancel" on your appointment reminder text or cancel through your online booking account

 

Cancellation by phone: 

If you are cancelling by phone, call Health & Wellness at 416-978-8030. Follow the prompt to speak to a Receptionist or leave a brief voice mail. If you leave a voice-mail, provide your name, student number, date and time of your appointment. 

Cancellation using the Appointment Reminder: 

If you received an appointment reminder (email or text), press or click "Cancel" in the reminder to cancel the appointment.

 

Cancellation by Online Booking: 

If you booked your appointment online, sign into your online booking account and cancel the appointment.

 

Additional Notes: 

  • If you will be late for your appointment, call and notify your clinician as soon as possible.
  • DO NOT EMAIL us to cancel an appointment.

Appointment cancellation fees

15-minute appointment cancellation: 

  • You must cancel 15-minute appointments at least 4 hours before your appointment starts
  • If you do not cancel your appointment within 4 hours, or provide appropriate notification, you will be charged $40.  

30-minute and 60-minute appointment: 

  • You must cancel 30-minute or 60-minute appointments at least 48 hours before your appointment starts
  • If you do not cancel your appointment within 4 hours, or provide appropriate notification, you will be charged $60.
  • Note: If you have an appointment booked on a Monday, and you wish to cancel your appointment, you must notify us by 4:30 p.m. on Thursday (the week before).  

Psychiatrist appointment:

  • You must cancel Psychiatric appointments at least 48 hours before your appointment starts
  • If you do not cancel your appointment within 48 hours, or provide appropriate notification, you will be charged $100.  
  • Note: If you have an appointment booked on a Monday, and you wish to cancel your appointment, you must notify us by 4:30 p.m. on Thursday (the week before).  

 

Colposcopy appointment or appointments 90-minutes or longer:

  • You must cancel colposcopy or appointments 90-minutes or longer at least 72 hours before your appointment starts
  • If you do not cancel your appointment within 72 hours, or provide appropriate notification, you will be charged $100.  

Unpaid cancellation fees

Unpaid invoices due to short notice cancellations or a no-show will result in a hold being placed on your ROSI/ACORN student account. The ROSI/ACORN hold will impact access to your transcripts.

Unpaid cancellation fees WILL NOT impact your ability to be seen at Health & Wellness for clinical care.

 

How do I request a waiver to the fee or dispute a fee?

Students who are assessed to owe fees and missed an appointment due to circumstances beyond their control may be eligible to have these assessed fees waived.

Your requests for fee reversals must be submitted to Health & Wellness within 2 weeks of the missed appointment. You can do so by replying to the email notification you received from Health & Wellness, i.e. the email with your invoice as an attachment.

This information was last updated on October 16, 2019.