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Email Platforms

For your information and reference, we have outlined in this email the different email platforms we may use to communicate with you, and guidelines for email communication with CFFM.

Email Platforms
We may use a few different platforms to email with you, depending on the request:

  1. General email updates (like this one) come through a platform called MailChimp. There is no specific information about you in these emails. These are mass updates from our office. You can not reply to them. You can always unsubscribe if you do not want to receive them.
  2. Some of our team uses OCEAN, a platform that allows for secure email to you from your healthcare provider. You may get an email from your doctor to complete a form or provide information ahead of an appointment, or to send you results you are waiting for. The email will be from noreply@cognisantmd.com. Check your spam folder if your doctor has indicated they will send you an email. Please add the noreply@cognisantmd.com to your safe contacts. Always acknowledge receipt of this email as requested on the email. 
  3. We also check emails from you, specific to your site. You can email forms, or other requests to your site-specific email address, which will end in “@family-medicine.ca”

Guidelines for Email Communication with CFFM

All electronic communication will be acknowledged in a timely fashion. However, we do not monitor when the office is closed for weekends, evenings, statutory holidays and vacations. Please consider our office hours when you are waiting for a reply to your electronic communication.

As a general rule, we will respond to patient emails within 3 business days. If you do not receive a response within the designated time period, please assume that your email was not received and call the office to follow up.

Please review the following dos and don’ts when communicating with our office by email.

Do … Don’t …
identify yourself by full name (the name on your health card) request appointments by email (call the office)
send forms and pictures only when requested by your healthcare provider or office staff request medical advice by email (medical advice can only be obtained by appointment)
check your junk folder as our responses might end up there use email for emergencies or when information is needed urgently