Frequently Asked Questions: 

Do I need an appointment?

As a policy, we do not accommodate walk-in patients and request that you call reception to make an appointment. We require patients to wear a mask (if you have a cough or cold symptoms) and sanitize their hands before entering.

Booking an Appointment:

Southwest has a patient-friendly system that allows you to schedule an appointment with your doctor in a couple of different ways. You may call reception at 905-526-1606 or you may book online via our Pomelo Patient Portal. Please ask reception how to register for this service.

To the best of our ability we offer same day or next day appointments. Some types of appointments may be pre-booked in advance.

Day of Appointment:

Please remember to always bring your health card to your appointment. When you arrive, a receptionist will ask you to swipe your card through the card reader. Please check the expiration date on your card and arrange for a new one before it expires.

We ask that you provide reception with your updated card number and version code for all phone consultations and video appointments too.

If your card is expired, you may call Service Ontario @ 1-800-664-8988 for help renewing your card.

I am booked for a video appointment. What do I have to do to prepare?

There are 2 different methods of having a video appointment:

OTN: When booking an “OTN (Ontario Telemedicine Network) video” appointment, we will ask you for your e-mail address and if you are using a computer or laptop. You will then get an OTN invitation by e-mail from your doctor before or at your appointment time.

If you are using a Mobile device (phone or tablet) you will also need to download an app called “Pexip Infinity Connect” to your device and then check your e-mail for the OTN invitation. Please remember to check your “Junk” folder as well.

PATIENT PORTAL: When booking video appointments through our secure Pomelo patient portal, you will need to log in to the portal and pick an available time slot but keep in mind that your bookings are tentative and need to be approved by a staff member.

If you have any issues or trouble getting connected, please give us a call and we will have a staff member assist you. 905-526-1606

How do I get my medication refilled?

You may contact your pharmacy and have them fax a request to our office.

How do I access support groups myself?

The Hamilton Family Health Team offers a variety of free support groups and workshops. They offer groups for:

You may access this information by visiting: or call 905-667-4852

How do I book a TB Screening Test?

    The Hamilton Family Health Team Administrative Office
    123 James Street North, Suite 200, Hamilton
    For directions see their website at
What do I do if I have questions or feedback?

Do not hesitate to speak to a staff member. We welcome feedback. Our clinic manager Diane is always available to listen and help. She can be contacted at 905-526-1606 extension 120.

Covid-19 Vaccine Patient Information


Vaccine Information:


  • To book an appointment with Hamilton Public Health, use the online booking tool or call the COVID-19 Hotline at 905-974-9848, option 7.

Covid-19 General Patient Information


General Information:

  • For COVID-19 testing information, please click the following link. Hamilton COVID-19 Testing.

  • Patient Public Health Line for COVID-19 inquiries: 905-974-9848.