Patient FAQs

Medical Questions & Requests

How can I ask my doctor medical questions or make medical requests?

  1. For any emergencies, please visit your nearest emergency room or call 9-1-1. 

  2. For any medical questions, requests, or concerns, please schedule an appointment with your family doctor or one of our urgent care doctors as we may not be able to process urgent medical requests by email, fax, or phone. 

  3. For administrative requests, please take a look at our frequently asked questions as we try to answer the majority of these questions on our website.

For any medical questions, requests, or concerns, please schedule an appointment with your family doctor or one of our urgent care doctors to discuss the issue. If you are not a patient of one of our family doctors, click here to sign up for a new family doctor at Citrus! 


If you have any non-medical questions, concerns, clarifications, or updated information to report, please send ONE email to with your full name in the subject heading. We will get back to you in 1-3 business days. 


How can I request a copy of my medical records?

Requesting Chart Transfer or Copy of Chart:​

  1. If you are requesting to transfer your records to a new family doctor, please have your new clinic fax a signed ‘consent to release records’ form to us at 416-342-1790. 

  2. If you are requesting to obtain a copy of your entire patient chart, please send one email to with your full name, date of birth, and your request for a copy of your records.

  3. The fee for either of these requests is $35.00 for the first 20 pages and $0.25 per page afterwards + HST. After receiving the appropriate consent, we will contact you with the exact fee once the chart has been prepared for transfer. 

Requesting Copy of Test Result or Report:

  1. Please send one email to with your full name, date of birth, and the specific report you are requesting (type and date of test). Please note that our staff do not have the authorization to release medical reports.

  2. Please note, images, disks, or films of previous x-rays, MRI, CT, or ultrasound tests are often NOT sent to your family physician. Instead, they receive a report with a written summary of what a radiologist has reviewed. If you require a copy of these images, please contact the testing location directly.

Please allow several business days for us to respond and process any record requests. If you require any of these reports urgently, please include “urgent” in the subject heading of your email or attach an urgent notice in the fax.


Can I have an appointment if I am not in the province/ country?

Virtual care can only be provided to patients in Ontario at the time of the appointment. If you have a medical emergency, please access care locally. Our physicians cannot provide care (even by email or phone) when patients are out of the province.

I changed my email address, phone number, or mailing address - how do I notify the clinic?

Please send one email to with your full name, date of birth, and the change to be made (i.e. new mailing address, email address, updated OHIP coverage, etc).


I need to have a form filled by my doctor

Please be advised that most forms are not covered by OHIP and a fee will be charged to the patient.  We can provide the exact fee after we receive the form.

Prior to your appointment please ensure that your have:

  1. Read the entire form and prepare answers to the questions.

  2. Fill out any information that is required by you (demographics, signature, etc) and provide us with a copy with your section completed.

  3. Bring the form with you at the time of the appointment if it is in person. If your appointment is over the phone then you can email us the form or drop off a copy at our clinic 

This will help ensure your form is completed in a timely manner.

Please allow 3-7 business days for the form to be completed. Additional time may be required if lab results are needed. If there is an urgency to the form, please let us know and we will try our best to accommodate. 

Please be aware that the form will only be released once payment has been received.

You can pay this fee with your credit card over the phone (416 800 6500) or you can send an e-transfer over to  Please make the password for the transfer "doctor".

How can I make a payment to Citrus Medical?

  • You can pay a fee with your credit card over the phone (416 800 6500) or you can send an e-transfer over to  Please note that this will be an automatic deposit to "1919145 Ontario Inc". Sometimes a sender's financial institution does not support the Auto deposit feature.  If this is the case we ask that you please make the answer to the security question "doctor".

  • You can also make a payment with a debit card, credit card or cash in clinic. Please try to bring the exact amount of cash as change may not always be available


Blood and Imaging Tests

Where do I go to get my blood/imaging test done?


  • Once a doctor has given you a requisition form to complete a blood test, urine sample, or ECG test, you can visit any bloodwork lab within Ontario! We recommend searching up your nearest Lifelabs or Dynacare center as they are able to send us the results electronically, which is often faster than mailed or faxed results from other labs. 

  • If you do not have a printer, you can submit your requisitions online by contacting Lifelabs here or uploading it to Dynacare here. You can also request to have it printed at our clinic! Just stop by anytime during our open hours and speak to the front desk receptionist. 


  • Once a doctor has given you a requisition form for imaging (i.e. x-rays, mammograms, ultrasounds, etc.), you do NOT need to visit the location indicated on the form - you can visit any imaging centre in Ontario excluding hospitals.  

  • Some tests will be arranged directly with specific sites or hospitals (i.e. MRIs and CT scans). In this case, you would not have received a requisition form from the doctor. The site will notify you directly once they have scheduled an appointment, or you will hear from us about any appointment notices we have received.

When visiting a lab or imaging location:

  • Please remember to bring your OHIP card with you. 

  • Most labs and tests do not require an appointment, but we recommend calling ahead to ensure walk-in hours are the same during COVID-19 and to reduce potential wait times. 



How can I have my prescription renewed without coming to see my doctor?

  • For all prescription renewals, please have your pharmacy fax in the request and schedule a phone appointment with your family doctor. Click here to book a phone appointment. 

  • If your doctor has specified that requests can be sent in through email, please contact us at with your full name, medication, and name of family doctor.


Where can I have my prescription filled?

  • With a medication prescription from our doctors, you can fill it at any pharmacy in Ontario! 

  • It is highly recommended to fill all or your prescriptions from the same pharmacy. This allows your pharmacist to better understand your needs, identify potential adverse reactions, catch dosage mistakes, and recommend simplified, cheaper, or better therapy options! 


COVID-19 Questions

Can I get a COVID-19 vaccine at Citrus?

  • No, COVID-19 vaccines are not available for adults or children at either Citrus Medical location (Royal York or Lakeshore).

  • Please book a COVID-19 Vaccine Appointment at a City-run or hospital clinic using the Ontario registration system, or by calling 1-833-943-3900. This line is available 8:00am to 8:00pm 7 days a week.

Are masks still required?

  • Yes. While provincial masking mandates have expired as of June 11, masks will remain mandatory for everyone visiting our clinic at either of our locations: 605 Royal York Road and 2240 Lake Shore Blvd.

  • Exceptions may apply for patients with medical conditions that prevent them from wearing a mask. The exception must be approved by a Citrus doctor.​

  • Masks will be made available to all patients after they pass COVID-19 screening. 

Want more information? Contact us, we are here to help.