Updated: April 23, 2025

(A) Clinic Contact / Directions Questions
1. What is your office number and fax number?
– Our office number is 778-379-4392. Our fax number is 778-379-4391.
2. What time do you open? Are you open during weekends?
– We are open Monday to Friday from 9AM to 5PM excluding weekends and statutory holidays.
3. How many offices are under Mango Medical?
– We have 3 offices.
– In Burnaby, there is the Kingsway office and Beresford office. Both are close to Metrotown.
– In Vancouver, there is the Marpole office. It is located at Airport Square.
4. It’s my first time going to the clinic. I’m not sure how to get to my doctor’s office. Is there directions?
– Click here for directions to our 3 clinics. We have useful tips, for both driving and transit, that you can use to plan your trip to your doctor’s office.
5. Is there a clinic email I can use to contact the office?
– Our general clinic email is info@mangomedical.ca
– Please DO NOT use this email for any urgent booking or medical concerns as it takes up to 72 business hours for a reply.
– Please also do not use this email to send intake forms or ask for family doctors, please refer to our “New Patient” tab.

(B) New Patient / Existing Patient Questions
1. I’m looking for a family doctor, are you accepting patients? Is there a wait list?
– Please refer to our “New Patient” tab in regards to new patient application. This FAQ page is not frequently monitored so we do not post any doctors accepting patients here. We do not have a wait list.
2. My family doctor is at Mango Medical Clinic. Can my friends and family apply or join?
– Please call our office to confirm if your family doctor can take in additional patients. Please do not send intake forms without consulting with our staff/doctors.
3. My family doctor is retiring. Can I get another family doctor at this clinic?
– Unfortunately, our clinic does not offer internal patient transfers. Our doctors are at full capacity and cannot take in additional patients.
4. I’m a patient and my family doctor works at this clinic. I wanted to know if I could switch over to another doctor in the clinic because of language barrier/location/unhappy?
– Unfortunately, our clinic does not offer internal patient transfers. Our doctors are at full capacity and cannot take in additional patients.

(C) Walk-In Questions
1. Do you offer walk-ins?
– No, our walk-in service closed back on February 2023. Click here for more information.
2. I used to go here as a walk-in patient. Can I still see a doctor?
– Since our walk-in service closed back on February 2023, we are unable to book you an appointment.
3. Where should I go to see a doctor if there’s no walk-ins?
– You can go to the nearest UPCC (Urgent and Primary Care Center) nearest to you. There are multiple UPCCs in the Lower Mainland. You can also go to the nearest hospital if your medical concern worsens.
4. Will you offer walk-ins in the future?
– We will not offer walk-ins for the foreseeable future.

(D) MSP Related Questions
1. I have a BC PHN number, do I need to pay for my visit?
– If your BC PHN is active, then you are covered for most basic medical phone/office visits. There are exceptions to this. Please click here for a general list of uninsured services. You can also call our office to confirm if you are uncertain.
– Please note: most medical forms and doctor’s notes are not covered under BC MSP so there will be a fee for completion for those forms and/or notes. (Fees subject to change)
2. I don’t have a BC PHN number, can I still book an appointment with my doctor?
– If you are registered with a doctor at our clinic. you can still book an appointment by calling us but there are uninsured fees based on the type of appointment.
– Currently, uninsured phone/virtual appointments are $125.00 while uninsured office appointments are $176.00 (Fees subject to change)
3. I don’t have a BC PHN number, but I have an out-of-province PHN, can I still book an appointment with my doctor?
– If you are registered with a doctor at our clinic, you can still book an appointment, but different provinces and territories have different guidelines on how your PHN can be billed. Please call our office for more information.
4. I recently applied for BC MSP, how long do I have to wait in order for my PHN to become active?
– It usually takes around 3 months for your PHN to be activated. If you are unsure, please call BC MSP services at 604-683-7151 or 1-800-663-7100.
5. I was told by the office that my BC PHN is inactive/deactivated? How did it happen? What can I do?
– The most common reason is that you are either on a work/study permit, but forgot to or didn’t declare with BC MSP that you are still living in BC.
– Other reasons are that you purposely deactivated your BC PHN and didn’t reactivate or you moved out of BC and returned back to BC later.
– You can call BC MSP services at 604-683-7151 or 1-800-663-7100 for more information on re-activating and/or re-applying.

(E) Booking/Appointment Questions
1. I recently got accepted as a patient. How can I book an appointment with my family doctor?
– You can use our online booking platform or you can call our office during regular office hours to book an appointment with your doctor. Click here to go to our online booking platform, please note that this is only for patients registered with one of the family doctors at this clinic.
– If you are unable to use our online booking tool, please don’t hesitate to call our office during regular office hours.
2. I have an appointment with my family doctor today, but I’m feeling unwell. Will I be charged for late cancellation?
– If you are feeling unwell, please notify us as soon as possible so we can help reschedule your appointment. As long as you notify us 24 hours before the appointment, we will try our best to help you.
3. The office is closed, but I need to see a doctor. Where can I go?
– Please go to the nearest UPCC (Urgent and Primary Care Center) nearest to you. There are multiple UPCCs in the Lower Mainland. You can also go to the nearest hospital if your medical concern worsens. Click here for more information.
4. My family doctor’s schedule is full, but I have an urgent concern. What can I do?
– Please call our office during regular office hours and we will try our best to accommodate, and if your family doctor is not available, we will try our best to book you with another doctor. Please note, other doctors may not be able speak your preferred language.
– Please note that we are a busy clinic so do not hesitate to go to your nearest UPCC (urgent and primary center) or nearest emergency department if your medical concern worsens. Click here for more information.
5. I have a phone appointment regarding a form that needs to be completed, where can I send the form?
– Please call our office and we can provide you the general email for patients to send forms. Please keep in mind that there may be a fee for the completion of your form(s).
– On the title and description of your email, please provide your full legal name and date of birth so we can forward the form(s) to the assigning doctor.
6. My medication running out, can my doctor just order a refill for me without an appointment?
– Our doctors cannot authorize prescription refills without speaking to you first. Please call our office and we will try our best to accommodate your needs.
– If you are out of your medication, you can go to the pharmacy where you usually pickup your medication and ask for emergency refill and tell the pharmacist that you will book an appointment with your doctor for medication refill.
– We recommend you to book your medication refill appointment with your doctor 1 to 2 weeks in advance to avoid running out of your medication.
7. I have a phone appointment. Is there anything I need to prepare?
– Please patiently wait for the doctor to call you. Please keep your phone nearby.
– When you pick up the phone, the call display may show up as “Mango Medical” or as a blocked/private number.
– If you have an appointment regarding a skin condition or form(s) to be completed, please ensure that it was already been forwarded to us so the doctor can review it with you during the phone call.
– If you have not received a call after 15 minutes past your original appointment, please do not hesitate to call us to confirm.
8. I have an upcoming office appointment. Is there anything I need to prepare?
– In general, we recommend you to arrive 5 to 10 minutes prior to your appointment and to bring your ID. Please plan your trip ahead of time and to confirm the location of your doctor’s office.
– If you are late or unable to come in to your appointment, please call us as soon as possible. You may be billed a no-show fee if you do not show up to your appointment.
– For in-person intakes for adults 20+: please come in 5 to 10 minutes as we need to measure your height, weight and blood pressure. We recommend avoiding caffeine at least 1 hour prior as it may affect your blood pressure.
– For in-person intakes for children between 4 to 19: please come in 5 to 10 minutes as we need to measure your height and weight.
– For in-person intakes for babies and toddlers: please come in 10 minutes and ensure that your child’s diaper has been changed prior to coming in. We will need to measure the height, weight and head circumference.
– For checkups regarding dizziness, headaches and blood pressure: please come in 5 minutes as we will need to measure your blood pressure. We recommend avoiding caffeine at least 1 hour prior as it may affect your blood pressure.
– For UTI: please come in 5 to 10 minutes. Please drink 1 to 2 cups of water prior to your appointment as we will need you to provide a urine sample. We will provide you a urine cup.
– For fever/cold checkups: please come in 5 minutes early. If you don’t have a mask, we will provide you one. We will also get a temperature check and possibly a urine sample test.
– For baby/toddler checkups and vaccines: please come in 10 minutes and ensure that your child’s diaper has been changed prior to coming in. We will need to measure the height, weight and head circumference.
– For prenatal checkup: please come in 10 minutes early as we need to measure your weight, blood pressure and urine pregnancy test. Please drink 1 to 2 cups of water prior to your appointment as we will need you to provide a pregnancy test. We will provide you a urine cup.
– For driver’s medical examination: please come in 10 minutes early and ensure that you bring in your driver medical form (photo of your form is not accepted). Depending on the colour of the form, there are different measurement requirement as well as difference in pricing for the completion of the form. Currently, Yellow Driver Medical form is $253.00 and Blue Driver Medical form is $178.00 (Fees subject to change)
– For any medical/pre-surgical forms that require vitals/measurements: please come in 10 minutes early and ensure that you bring your medical/pre-surgical form, please keep in mind that there will be a fee for the completion of your medical form (fee for completion varies depending on the type of form, your doctor will discuss it with you)
– For minor procedures such as skin excisions and toenail resection: please come in 5 minutes early.
– For PAP smears: please come in 5 to 10 minutes early and ensure you will not be in your menstrual cycle. If you are on your menstrual cycle or know it’s coming soon, please call us and reschedule.
– For IUD insertion and/or removal: please come in 10 to 15 minutes early. Please drink 1 to 2 cups of water prior to your appointment as we will need you to provide a pregnancy test. We will provide you a urine cup.

(F) Changing contact and/or personal information Questions
1. I recently moved, will my address be automatically updated?
– No, please call us or drop by to one of our clinics to update your address as it must be done manually.
– Your address must always be updated as some specialists will only accept patients from certain cities/towns. We may also mail recall notices and/or clinic updates so having an updated address will prevent critical information sent to the wrong recipient.
2. I recently changed my first and/or last name, will my name be automatically updated?
– If your name is updated through BC MSP, it will not be updated in our medical system. Please call our office and inform us so we can verify and manually update your record.
3. I recently updated my email/phone number. How can I let you know?
– We recommend you to call us or drop by to one of our clinics during regular office hours as we will need to confirm your identity before making changes.
4. I’m moving out of province/country. Is there anything else I need to aside from inform you?
– Aside from informing us, there’s nothing else you need to do. Your medical file will remain at Mango Medical as per the guidelines of the College of Physicians and Surgeons of BC. If you like a copy of your medical records, there is a transfer fee of $65.00 (+GST). You can contact us for more information. (Fees subject to change)

(G) Lab and Imaging Requisition Questions
1. My doctor ordered a lab requisition for me. Do I have to pay?
– If you hold a valid BC MSP, you will be covered and do not need to pay for most basic lab tests. There are some exceptions. Certain vitamin tests and prenatal lab tests are not covered and must be paid out of pocket unless your insurance covers the cost(s).
2. My doctor ordered a lab requisition for me. Where do I go to get it done?
– Your lab requisition will be emailed to you. You can either go to Lifelabs (there are multiple locations in the Lower Mainland) or hospitals that offer outpatient laboratory testing. Lifelabs offers both online booking as well as walk-in, but please confirm by looking up online. Please remember to bring your BC service card.
– If you have an electronic copy of your lab requisition and do not have a printer, don’t worry. Some Lifelabs locations has a general email specifically for patients where you can forward your lab requisition. You can call and confirm if that’s available.
3. My doctor ordered a lab requisition for me, but I’m not sure if I need to fast (not eat/drink) before going for my labs. How can I check?
– There’s a box near the bottom of your lab requisition. If you need to fast before going for your lab test, it would say in that box and also the length of time for fasting. If you are unsure, you can call our office during regular office hours to confirm if fasting is required.
4. My doctor ordered an x-ray requisition. Do I have to pay? Where do I go to get it done?
– If you hold a valid BC MSP, you will be covered and do not need to pay.
– Your x-ray requisition will be emailed to you. There is a list of radiology clinics listed on your x-ray requisition. X-ray are usually available by walk-in, no appointment booking necessary. If you’re unsure, please call the radiology ahead of time to confirm. Please remember to bring your BC service card.
– If you have an electronic copy of your x-ray requisition and do not have a printer, don’t worry. Some radiology clinics has a general email specifically for patients where you can forward your x-ray requisition. You can call and confirm if that’s available.
5. My doctor ordered an ultrasound requisition. Do I have to pay? Where do I go to get it done?
– If you hold a valid BC MSP, you will be covered and do not need to pay.
– Your ultrasound requisition will be emailed to you. There is a list of radiology clinics listed on your ultrasound requisition. For ultrasounds, you will need to contact the radiology clinic to book an appointment. We do not book for you. Please remember to bring your BC service card.
– If you have an electronic copy of your ultrasound requisition and do not have a printer, don’t worry. Some radiology clinics has a general email specifically for patients where you can forward your ultrasound requisition. You can call and confirm if that’s available.
6. My doctor ordered a CT/MRI/echocardiogram scan. Do I need to pay? Do I get a copy of the requisition? How long is the wait time?
– If you hold a valid BC MSP, you will be covered and do not need to pay.
– Your requisition will be faxed directly to the hospital (usually your doctor will send the requisition to the hospital closest to where you live, there may be exceptions). We do not provide a copy of the requisition to you.
– Once the hospital receives the requisition, they will triage and send us an appointment notice where we will notify you about the details. There’s also a possibility that the hospital will call your directly if the booking is within 1 week.
– The average wait time is anywhere from a few months to one year. Urgent/critical requisitions will be triaged and booked within 1 month.
7. I have an upcoming appointment for my CT/MRI/echocardiogram scan. What do I need to prepare?
– The appointment notice that was provided to you via email will provide all of the necessary instructions.
– In general, you will need to bring your BC service card and arrive 30 minutes early.
– There will be a phone number at the bottom of your appointment notice which will include the address and phone number of the medical imaging department. You can call them and confirm the details and also reschedule your appointment booking if the initial time was not suitable.
8. I recently received an appointment notice for my ultrasound/CT/MRI scan, but the wait time is too long. What can I do?
– The booking for your ultrasound/CT/MRI scan are based on urgency of exam. The radiologist will review and triage the requisition and if the radiologist deems it as non-urgent, the wait time will be longer. If you do not want to wait that long, there is always the choice of going for private imaging (paying out of pocket). Please call our office if you would like to discuss with your doctor if you are interested in paying privately.
9. I recently received my ultrasound/CT/MRI/echocardiogram but I found out I’m busy/away on that time/date? Can you help me cancel or reschedule the appointment?
– No, we recommend you to call the radiology clinic or hospital (phone number located in your appointment notice) to cancel or reschedule. There were previous instances when we tried to help patients with the above request but we went back and forth since the patient’s schedule was not flexible and it was not pleasant for all parties involved.

(H) Specialist Referral and Booking Questions
1. I need to see a specialist. How can my doctor help me with this?
– You will need to book an initial appointment with your doctor and review your medical concerns. Depending on your condition, medication or alternative treatment may be offered prior to your referral as the wait times is not short. If a referral is deemed necessary, your doctor will let your know. You can then inform your doctor if there’s a specific specialist you like to see (ie. gender, language preference).
2. Do I have to pay to see the specialist?
– If you hold a valid BC MSP, you will be covered and will not need to pay. There may be additional tests or services that are offered by the specialists that may not be covered. You can confirm with the specialist during your scheduled appointment.
3. My doctor said that he/she will refer me to a specialist. Do I get a letter? How long is the wait time?
– Your referral letter will be faxed out to the specialist’s office. Once the specialist office receives the referral letter, they will triage and booking accordingly. We do not provide a copy of the referral letter to you.
– Once the appointment is booked, the specialist office will either contact you directly via phone/text/email or they will send an appointment notice to our office and we will notify you about the details.
– The average wait time is anywhere from a few months to a few years and this varies from different specialists. Specialist who speaks multiple languages will have a significantly longer wait time. Urgent/critical referrals will be triaged and booked within 1 month.
– Please keep in mind that the urgency of the referral is determined by the specialist. Please be understanding as specialists receive a large number of referrals each day.
4. I recently got an appointment booked by the specialist but I found out I’m busy/away on that time/date. Can you help me cancel or reschedule the appointment?
– No, we recommend you to call your specialist office to cancel or schedule. There were previous instances when we tried to help patients with the above request but we went back and forth since the patient’s schedule was not flexible and it was not pleasant for all parties involved.

(I) Vaccination Questions
1. Can I get vaccinations at my doctor’s office? Is it free?
– Depending on physician preference and availability, your doctor may be able to provide vaccinations. Most newborn and toddler vaccines that are publicly-funded are free. There are certain vaccines that will incur a fee. Please call your doctor’s office to confirm.
2. I want to check what vaccines I got. How can I find it?
– You can visit the BC health gateway by clicking here. Once logged in, you can find your vaccine history as well as your medical records including lab results and hospital visits.
3. My newborn/toddler is due for their vaccinations, but my doctor’s schedule is not suitable for me. Where I can go to get my newborn/toddler vaccinated?
– You can go to your local public health unit to book your newborn/toddler’s vaccination. Please click here for Fraser Health Authority vaccine booking. Please click here for Vancouver Coastal Health Authority vaccine booking.
4. I’m traveling outside of Canada. Can I get travel vaccines here?
– We do not carry an inventory of travel vaccines. We recommend you to go to a travel clinic as the doctors and nurses there are up to date with the vaccine and health concerns.

(J) Traveling Questions
1. I’m planning a trip outside of Canada. I’m not sure what vaccines and medications to get. Can I talk to my doctor about it?
– Unfortunately, our doctors are not well-versed in travel advice. As you know, diseases and illnesses frequently change in each country so vaccine requirements and recommended medications also reflect that. Therefore it would require the doctors to constantly monitor the most up-to-date medical/health news and vaccine requirements. Please go to a travel clinic where they can better assist you with your questions and concerns.
2. I’m planning a trip outside of Canada. Can I get an early dispense of my medication(s)?
– Please book an appointment with your doctor and confirm with him/her.
3. I’m going for a trip outside of Canada. Do I need to notify you?
– It is not mandatory, but we recommend that you do notify us. For example, if a specialist office or hospital makes an appointment for you, there will be an alert on your file so we can help reschedule on your behalf so you won’t be penalized for a no-show or have your booking be cancelled entirely.
4. I’m currently overseas, but I’m experiencing a medical emergency. Can I still book an appointment with my doctor.
– If you are overseas, you cannot book an appointment with your doctor. Please seek medical care at the nearest hospital in the city/state you are in.
– MSP does not cover your visit when you’re overseas. Also, your doctor is not medical/legally protected to provide medical advice when you’re overseas so if something bad happens, your doctor will foot the entire legal fees at his/her own costs.

(K) Medical Records/Transfer of Records Questions
1. I have my medical records from my previous family doctor or medical records from my home country. How can I send the records to my doctor so he/she can review them?
– You can drop by to one of our office and give us a paper copy, USB flash drive, or CD of your medical records. We can then scan or download the records and you can take back your copy. If you have a electronic copy, you can give us a call and we can provide you the email for you to send us your medical records.
2. I would like a copy of my medical records. Is there a fee for that?
– There is a $65.00 fee (+GST) to request your medical records. Please keep in mind that we only have medical records of your visits and reports as well any reports given to us. There may be reports we do not have.
– Once payment is completed, we can either provide a copy in a CD or USB flash drive. We can also email you your medical records if you prefer that method. (Fees subject to change)
3. I recently finished my intake appointment with my doctor at this clinic. I wanted to know how I can get my records from my previous family doctor and how much it will cost?
– If you completed your Transfer of Records form, we would have faxed it out to your previous family doctor’s office. They will then contact you and inform you of the transfer fee because the transfer fee varies from clinic to clinic.
– Once you paid the transfer fee, your previous doctor’s office will either mail out your records to us (in a paper chart or CD/USB stick) or request you to pick up your records yourself and drop it off at one of our clinics.
– If you didn’t complete the transfer of records form, you can also contact your previous doctor’s office directly and ask for a copy of your records (payment required before your records are released to you).