Frequently Asked Questions
Answers to common questions about referrals, appointments, clinic policies, and what to expect before and during your visit. If you can't find what you're looking for, contact the clinic.
Getting Seen
How do I get a consultation at NEO?
You need a referral from a physician (your family doctor or a specialist) or a nurse practitioner. See New Patient for how referrals work.
How long is the wait?
Current wait time for a neurology consultation is about 90 days, and varies with urgency and the reason for referral. We contact you when an appointment becomes available.
Your Appointment
How do I prepare for my appointment?
Complete the intake questionnaire we send through the TELUS patient record before your visit — it helps the team prepare. Write down a short summary of your symptoms (when they started, what makes them better or worse). Bring a valid health card, a list of your current medications or a pharmacy blister pack, and any relevant test results or reports.
What do I do when I arrive?
Arrive 15 minutes before your appointment. Bring your valid health card, and your medications or an up-to-date list from your pharmacy / your blister pack. You'll get a separate email asking you to complete some forms beforehand. Let us know about any allergies. Please avoid scents and perfumes for your visit.
Can my family or caregiver come with me?
Yes. You're welcome to have a family member or caregiver with you for your appointment.
Where is the clinic?
We’re located at 673 Innovation Drive, Unit 6, Kingston with free on-site parking. See Finding Us for directions. We also have a satellite location in Belleville for specific appointments — your appointment location is indicated on your appointment confirmation and reminder notifications.
Fees and Coverage
What's covered by OHIP, and what isn't?
Consultations and services are covered by OHIP if you were referred by a healthcare professional and the care is medically necessary. OHIP does not cover everything — for example sick notes, letters and forms, and reports to insurance or disability. These are charged directly to you, based on Ontario Medical Association guidance.
How do I pay for uninsured services?
We accept credit, debit, Apple Pay, and Google Pay. Uninsured services must be paid before the service is provided.
Do iron infusions and physiotherapy cost extra?
Yes — iron infusion, athletic therapy, and neuro-physiotherapy have their own fees, which aren't covered by OHIP. See the Iron Infusion, Athletic Therapy and Neuro-Physiotherapy pages.
Changes and cancellations
How do I cancel or reschedule?
Appointments can be cancelled up to 2 business days before the appointment. Cancellations within 2 business days, and missed appointments, are subject to a fee. If you're a current patient, you can also request changes through NEO Care Connect.
What are the no-show fees?
No-show fees are $250 for a new appointment, $150 for a follow-up. After two no-shows, a new referral is required and you're added back to the waitlist.
Contacting the Clinic
How do I reach the clinic?
Call us at 613-383-2393 or email reception@neoclinic.ca. If you're a current patient, use NEO Care Connect.
NEO Kingston
673 Innovation Drive, Unit 6
Kingston, Ontario
K7K 7E6
Phone 613-383-2393
Fax 613-542-0610
Email
