WELCOME TO OUR CLINIC
    Everything you need to know
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Please review the following information if you'd like to get to know our clinic and to take full advantage of the services we offer!
OUR VISION
Our Why is to better the health and wellbeing of our community through quality care. We believe in treating the entire person, not just the symptom. We are passionate about creating a welcoming, safe, and inclusive space where clients can explore their health concerns, feel heard, and understood.
Our goals are to help clients achieve health through a team approach that relies on natural treatments, sustainable habits, and by instilling a sense of hope within each and every person who walks through our doors despite how unique your case may be.
WHAT SETS US APART
TEAMWORK - We give you access to a variety of healthcare professionals in one clinic! From our Naturopathic Doctors, Acupuncturists, and Holistic Medical Aestheticians – we are all working together to ensure your optimal health.
MODERN - We provide a modern twist on natural treatment plans that include: Vitamin IV-Therapy and injections, Professional grade supplements, Comprehensive Testing, Acupuncture, and Natural Medical Aesthetics!
TIME - At EASTND we take the time to get to know our clients, understand their past experiences, their uniqueness and their goals for optimal health. We listen, so our clients get the results they are looking for
JANE
In Jane you can create a client profile. This is an important step and allows you to interact with our clinic more efficiently so make sure to save or note the email and password you use!
In Jane you can fill out your intake forms, change your appointments as needed, provide us your insurance information, update your billing, access notes from your practitioner, and even "arrive" your appointment when you visit to let your practitioner know you're waiting!
LOCATION
We have two clinics located within minutes of one another; our admin team is located at our Alma location.
7 Alma Street: Naturopathic Appointments (& Acupuncture when doing so with your ND), Vitamin IVs and injections, our Administrative Staff and our Wellness Boutique
110 Victoria Street: Acupuncture (with our acupuncturists, Gua Sha, Fire Cupping, and Medical Aesthetics
PARKING
There is paid street parking outside of each location (the meters are often broken, if this is the case consider it free parking!)
There is a parking garage conveniently located across the street on Alma
Additionally, there is free 2 hour parking on Alma just before St. George St. if you do not mind a 1-2 minute walk to either location!
CLINIC HOURS
During the following hours we have full time admin support:
Monday 9AM - 7PM
Tuesday 9AM - 5PM
Wednesday 9AM - 7PM
Thursday 9AM - 7PM
Friday 9AM - 5PM
Additional practitioner hours may vary by individual practitioner schedule, or by request.
Please note that if you frequent our Victoria St location, you are always welcome to stop in for assistance, purchase products, and/or speak to someone in person at our 7 Alma location where our full-time administrative staff are — we’d love to see you!
Vacation closures are based on all NB statutory holidays. We are also closed for Thanksgiving and the week between Christmas and New Years Day.
Snow closures are based on Codiac Transpo - if the buses are on the road, we are open, however, your safety is important to us and all cancellation fees will be waived on days you do not feel it is safe to drive.
CREDIT CARD ON FILE & CANCELLATIONS
Please note that we require a credit card on file for all appointment types. Your card is stored securely on Jane and you have the ability to update it at any time by logging into your Jane account.
Your card on file will only be charged with your approval following an appointment, with your approval for purchasing a product or lab test. If you agree to our cancellation policy and sign for confirmation, your card will be automatically charged in the event of a no-show or cancellation that takes place within 24 hours.
We may offer a one-time reversal of fee to cancellations within 24 hours for extenuating circumstances, however Vitamin IV treatments are always subject to full fee payment given the custom nature of preparing your vitamin bag. We send out reminders prior to every appointment and we send out an additional email for IVs. Like you, we prefer not to charge so we try our best to make it as convenient as possible to move appointments ahead of time.
Please note that many practitioners have waitlists and we want to value their time. The more notice, the easier it is for us to fill your spot and it’s much appreciated!
If you are ever billed erroneously please contact us right away and we will rectify it.
FEE SCHEDULE & INSURANCE
Please visit our homepage www.eastnd.ca for up to date information on all service fees.
Please note that MOST of our services are eligible for reimbursement from your extended healthcare benefits (exception of medical aesthetics). Direct billing is available for some services (Naturopathic and Acupuncture), but not others (Functional Testing, IV Therapy). You will be provided a receipt for the latter services that you can submit to your insurance provider for reimbursement if you have the appropriate coverage.
Important note: it’s always best to check with your individual insurance to ensure you have coverage. From time to time there may be errors in submission or collection of monies from insurance companies. In these cases, we will contact you as soon as we find out to sort out any discrepancies. We apologize in advance for any inconveniences this may cause, fortunately, they are rare.
QUESTIONS FOR YOUR PRACTITIONER?
The majority of our practitioners are unable to give medical advice by email. If you have a quick question about your treatment plan please give the clinic a call and we will try our best to relay an answer within 1-2 business days. We strive to ensure all inquiries are followed up with efficiently but in the event you have not heard back from us, please do follow up.
For more in depth questions our admin team will prioritize a phone consultation with you and your practitioner to ensure you are getting the guidance you need.
If your concerns are a medical emergency, please seek proper medical care and update us when you are able to safely do so.
CONSISTENT TREATMENT
One thing true to all services is that results don’t often happen overnight. With a consistent series of treatment and ongoing changes to ensure your individual needs are met, we are confident you will find results. Whether you are or are not seeing the results you’d like within the first few months of working with us, we want to see you! We can always adjust treatment/ provide reassurance of the gradual changes we do see happening that indicate higher health and wellbeing.
PROFESSIONAL PRODUCTS
We carry professional products at our clinic to make access to quality supplementation easy and accessible. We believe access to these products aids in our ability to provide quality, effective, and trustworthy care but please note, you are never obligated to purchase products from our dispensary.
PRODUCT/SUPPLEMENT PURCHASES & REFILLS
We do our best to keep necessary stock of all products within our dispensary. You are welcome to stop in and shop, or call ahead to have your order set aside for easy pickup! From time to time certain products may not be available due to high-demand or back-ordering. With this in mind we order frequently and will call when our stocks have arrived.
If you are looking for something in particular that we do not readily carry, we can likely organize an order of it. We require payment ahead of time for any specialized orders.
LAB KITS
Lab kits that are sent home with you must be complete within 60 days to avoid any changes to the price you paid. Due to the labs ongoing and unpredictable price changes we may not be able to honor a previously quoted or charged amount for a lab test – this is due to the fact that the labs charge us when they receive your sample. If they receive it over 60 days there is a possibility for fee discrepancies.
If you have been holding onto a test for over a year, please contact us for a new one before using your kit as it has likely expired.
RETURN POLICY / WHAT TO DO IN THE EVENT OF AN ADVERSE REACTION
For all product purchases excluding custom herbal tinctures, you are eligible for a refund minus 2.75% transaction fee, within 30 days of purchase if the product has not been open. We are unable to refund any products that have been opened. Herbal tinctures are final sale, as they are compounded for your individual needs (if you are struggling to take the tincture, we suggest you add it to water, juice, or boiling water like a tea to ease the taste).
For any event you are eligible for a refund minus 2.75% transaction fee if canceled within 48 hours of the event.
If you are experiencing an adverse reaction to any product you have been recommended please discontinue use until you are able to speak to your practitioner for further guidance. In these cases, we require clients to initiate a health canada adverse reaction report – with this we can provide a refund of your purchase. In the event of an emergency, please seek emergent care immediately.
TREATMENT BREAK/CHANGE NEEDED?
Deciding to take a break from your treatment? No problem! Please know our practitioners always have your best interest in mind. If you feel like you need a change or break from your treatment plan that is OK – it’s even possible you’d value working with another practitioner within the clinic – we are here to support that for you. If you’ve taken a break, know you’re always welcome back! If it’s been over two years, we do encourage you to book as a first-time appointment to ensure the time that is needed to reassess or make new goals is properly allotted.
CRITICAL OR URGENT CONCERN?
We are not an urgent care facility, please dial 911 or seek proper medical care in these situations. Do notify us when you are able to safely do so, as the status of your health is important to us and we want to support your recovery.
TIMELINESS/ FEEDBACK
Please arrive at least 5 minutes before the designated time of your appointment. We do our best to begin and end appointments on time and your timeliness helps us. On that same note, we value your time and try our best to stick to schedule. We understand that from time to time you may run late, and similarly that can happen to our practitioners. However, if timeliness is ever an issue please ask admin for contact info to our Office Manager — we’d like to hear from you.
REVIEWS ONLINE
Your positive feedback online goes a long way! If you search us on google and leave a review it is very appreciated. This helps others find us and establish a positive reputation in the community. As a small alternative clinic, these reviews are very meaningful to us.
If you have feedback or suggestions that you would like to share privately, please ask our admin for our Office Manager’s contact information – we are committed to offering the best experience possible and your feedback is valuable.
PRESENTATIONS/LUNCH & LEARNS
Our team would be pleased to offer seminars, presentations or lunch & learns for members of your business. Please contact [email protected] if you have any opportunities you’d like us to participate in!
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YOUR EASTND TEAM,Â
[email protected]
506.830.8333
