+ What is a Community Health Centre?

Community Health Centres (CHC) offer health services through combined-health disciplines in a non-profit or coop organization, with direct input from the local community. All CHCs share the following attributes:

• Provide Team-Based, Interprofessional Primary Care
• Integrate Diverse Health and Social Services
• Are Community-Centred
• Actively Address Social Determinants of Health
• Are Committed to Health Equity and Social Justice

For more information check out the website of the Canadian Association of Community Health Centres

+ What are your opening hours?

Each of our departments have different hours to serve our patients. These hours are shown on our Hours page

+ How do you get to REACH on Public Transit?

Reach is located at 1145 Commercial Drive, between Napier and William Streets. The number 20 bus stops a block away, and will take riders south to the Broadway-Commercial Skytrain Station, or northwest along to Hastings street and into downtown Vancouver. For more information on planning your journey, look at the Translink Trip Planner.

+ Do you have parking?

REACH does not have a dedicated client parking. However, there is metered parking available in front of the REACH Centre on Commercial Drive. There is also free parking on the side streets off Commercial Drive.

+ Is the medical clinic accepting new patients?

REACH is aware that many people in our area are looking for a family physician or nurse practitioner. Unfortunately, we are not in a position accept new patients at this time.

To find a family doctor that is accepting new patients please visit the BCCFP Website.

+ What hours does the medical clinic operate?

Operating hours for REACH Medical can be found on the Hours page. The Medical clinic phone lines are closed 12:30 – 1:30 Monday, Tuesday, Thursday and Friday, however the clinic remains open. On Wednesdays the Medical clinic is closed 12:30 – 2:00 for staff meetings.

+ Why are healthcare providers using so much more virtual care?

During this pandemic, it is important that we all do what we can to keep everyone safe. One way we can do this is through providing virtual care to our patients. Virtual care enables patients to stay safe, reducing the risk of transmission of the virus. It also keeps providers safe, so that we can continue to provide care throughout this challenging time. This is not new technology, but it has not been widely used up until now and the numbers of virtual care visits we normally do is much lower.

The BC government and Doctors of BC are supporting providers to use virtual care to see patients during this pandemic.

+ Do patients have to pay for virtual care?

Virtual appointments are covered by the BC Medical Services Plan.

+ Is my privacy ensured?

The systems we use are very reliable. We will do everything we can to ensure your privacy is protected.

You can also do your part by: taking the call from a private area and using your own internet connection rather than a public connection.

+ What happens if I do need an in-person visit?

If your healthcare practitioner determines that you need an in-person visit, that will be arranged and will take place in a way that maximizes the safety of both you and your practitioner.

+ What if I feel that I need to see a healthcare provider in-person?

Please call our office first. We will connect you with a healthcare provider over the phone who can assess whether an in-person visit is needed. If so, we will arrange to do that in a safe way.

+ Will you take calls from patients who are worried they have symptoms of COVID-19?

Yes, we will. Patients can call us about any medical issues they are concerned about. Patients and the public can also use the self-assessment tool here bc.thrive.health/covid19/en

+ Will you be doing testing for COVID-19?

Testing is being done through designated assessment centers in our community. We can speak with patients and determine whether they need to go to one of those centers for testing or not.

+ What is an Urgent and Primary Care Centre (UPCC)?

An Urgent and Primary Care Centre is for non-life-threating illnesses or injuries when you are unable to see your Primary Care Provider (family doctor or nurse practitioner) and do not need to go to an Emergency Department

A UPCC is not intended to replace your family doctor or care provider as your first point of contact for health concerns, nor will it replace Emergency Departments for ill-threatening illnesses or injuries. Rather, it is intended to be an additional service in the community, working in conjunction with others in the community to provide appropriate urgent services to clients, when and where they need it.

+ What conditions does the REACH UPCC treat?

The REACH UPCC serves people of all ages who need to be seen within 12-24 hours. For example:

• Sprains and strains
• Cuts, wounds, or skin conditions
• Fever and severe flu-like symptoms
• Infections including chest, ear and urinary tract
• Mild to moderate asthma
• New or worsening pain
• Prolonged nausea, vomiting, diarrhea
• Minor child illness and injury
• Urgent food, shelter, financial, emotional needs

+ How will patients be seen?

Patients will be assessed and prioritized according to urgency and not first come-first served.

+ How many patients will REACH UPCC serve?

The team-based centre will provide care for more than 37,000 additional patient-visits each year. It will operate with extended hours for urgent and primary care services as well as care for those who need access to primary care during and outside standard hours.

+ What kind of professional will treat me at the UPCC?

The UPCC has an integrated health care team made up of experiences doctors, nurse practitioners, nurses (RNs and LPNs) and social workers to help treat your urgent health care needs.

+ What’s the difference between a UPCC and Emergency Department?

For life-threatening illnesses or injuries that need to be assessed and treated immediately (i.e. suspected stroke or heart attack, major trauma) call 911 or go to the Emergency Department.

+ What’s the difference between a UPCC and Primary Care provider?

Your regular family doctor or nurse practitioner is best places to assist you with your longer-term health needs. For these health concerns, including prescription renewals and referrals, call you Primary care provider (family doctor or nurse practitioner) first. Same day appointments are often available.

+ What is the difference between REACH UPCC and a Walk-In Clinic?

UPCC prioritizes clients according to urgency rather than a first come first served basis. We offer a team-based approach to care including nursing, social work and clinical pharmacist support. If you don’t have a family doctor or care provider, REACH UPCC can assist in connecting you to a family doctor or nurse practitioner for long-term care.

+ Who will be treated at the UPCC? Is it open to everyone in the community?

Yes, the UPCC is intended to treat everyone in the community who has an urgent health illness or injury.

+ Will the UPCC attach me to a family doctor if I don’t have one?

If you don’t have a family doctor or care provider, REACH UPCC will refer you to programs that match you with family doctors or nurse practitioners accepting patients (if this is what you want).

+ Will the REACH UPCC have access to my other medical records?

With your consent, REACH UPCC will be able to access a central database with summaries of past hospital visits and any prescriptions dispensed by a pharmacy in BC. We will not be able to access your healthcare provider records or the results of tests done through other medical offices.

If you are a patient at REACH Medical Clinic, we will not be able to automatically access your medical records or results, as the UPCC is a separate service.

+ Will the UPCC have access to x-ray/ultrasound is I need it? How about pharmacy or lab work?

REACH UPCC has partnered with West Coast Medical Imaging on the corner or Commercial and East Broadway to provide x-ray/ultrasound services is needed. West Coast Imaging is in the process of increasing their hours to align with REACH UPCC hours in time.

We have also partnered with LifeLabs in the community for any laboratory services such as blood work.

Finally, we have a pharmacy located on site to answer questions and serve your prescription needs.

+ What happens after I visit the UPCC? Is there a process for follow-ups?

Yes, REACH UPCC staff will let you know about all follow-ups needed. They will also notify you about any lab work or x-ray results and will send a copy of your treatment to your family doctor or care provider who can discuss any follow-up care needed.

+ Can the dental clinic give me a quote for the cost of my dental treatment before my initial appointment?

While the clinic can advise you of the cost of your initial checkup ahead of time, we cannot quote how much treatment will cost. During your checkup our dentists will carry out a comprehensive assessment of your oral health and recommend any necessary treatment. Once they have assessed your teeth, we will then be able to give you a cost estimate for your treatment.

+ Does REACH dental offer payment plans for dental work?

As we are a non-profit health clinic, REACH is currently unable to offer payment plans. However, we do take both Visa and Mastercard, as well as debit and cash.

+ Can I book my dental appointment online?

Currently, we do not have a online booking service. You can email us at dental@reachcentre.bc.ca or call us at 604-254-1331 to book an appointment. If you are a new patient, you can fill out the new patient form and email it to us

+ Can I volunteer at the REACH dental clinic?

If you are interested in volunteering at Reach Dental Clinic, please email us at dental@reachcentre.bc.ca to inquire

+ What Services does your Pharmacy offer?

REACH Pharmacy offers prescription and over-the-counter medication services, compounding and blister packing, both basic and clinical medication counselling, injections, free delivery, and medical device demonstration. REACH Pharmacy accepts payment by most major credit cards, debit (both by tap if preferred), most direct-bill insurance plans, cash and cheque. REACH Pharmacy also has a subsidy to help qualified families receive medication at low- to no-cost, depending.

While REACH Pharmacy offers all of the usual services that do most Canadian community pharmacy, we are unique in that we can work directly and in conjunction with any of the REACH health care departments to offer a markedly comprehensive outcome – generally, this is referred to as multi-disciplinary. But, in our day-to-day practice we find ourselves engaged in patient care that transcends simply filling in the blanks. Rather, we strive to find those blanks that our clients may not have known or realised need filling.

+ What is BC Fair PharmaCare?

BC Fair PharmaCare is British Columbia Ministry of Health's branch of Health Insurance BC's (HIBC) pharmacy benefits program. Fair PharmaCare exists to provide BC residents, who are registered under the Medical Services Plan, with coverage on many eligible pharmacy services (EPS). These services include the cost of prescription and over-the-counter medications, as well as medical devices. Not all pharmacy products are covered – you can visit the BC PharmaCare Formulary Search to determine if a medication that you have been prescribed or recommended is covered. You can visit the Medical Devices and Supplies Coverage website for its coverage details.

Coverage under the Fair PharmaCare program depends on a family’s net income. In 2019, HIBC adjusted the income thresholds in favour higher fixed incomes and by lowering deductibles for all incomes within those thresholds.

Visit How Your Coverage is Calculated to find details on income thresholds, deductibles, family maximums, and calculating your deductible and family maximum amounts online.

+ What is an insurance deductible?

Some public and private health insurance plans require the client to pay an initial amount at the start of each year. This is called a deductible. For example, if you have a deductible of $100, then any eligible pharmacy services (EPS) covered by your insurance plan are paid by you up to $100, after which your plan starts to discount your EPS costs.

+ What is an insurance copay?

When your public or private insurance plan covers a portion of the cost of eligible pharmacy services, the remaining portion that you pay is called a copay.

+ Do I need an appointment to talk to someone in the MFC?

No, you do not need an appointment to come and talk to our health promoters in the MFC. Make sure to check the operating hours of the MFC on our hours page, to make sure the MFC is open.

+ Do I need to speak English to access services at the MFC?

No, we provide programs and services in Vietnamese, Spanish, Arabic, as well as English. Interpretation and translation are provided free of charge as necessary.

+ How can I sign up for MFC programs?

Please drop in the office and we will help you to register for programs

+ Do I need to be a Canadian citizen to access programs?

No, you just need to have legal status in Canada

+ Do I need to pay to attend programs?

No there is no cost to attend MFC programs.