Clinic Policies

Arrival time:

Please check in with reception 15 minutes before your appointment time. When you arrive to your appointment, the nurse will be take vital signs (e.g. your blood pressure or your baby’s height/weight) and will prepare you for your visit. They may also direct you to complete screening forms depending on the reason for your visit. When you arrive, we will confirm your current address, telephone number, emergency contact number, email, pharmacy location, and ensure that all required forms are ready for your physician’s review. This helps improve clinic efficiency and accuracy, and will ensure that your doctor can maximize time spent on your diagnosis and treatment.

Late arrivals:

Late arrivals are not accepted. If you are arrive less than 15 minutes before your scheduled appointment time, you will be asked to reschedule your appointment. You will also be invoiced for a no-show with the amount depending on the length of your appointment ($50 for 15 min appointment, $150 for 30 min appointment).

Cancellation policy:

In consideration of other patients who are awaiting an appointment, we require 48 business hours (2 business days) notice to re-schedule or cancel your appointment. This 2 days notice is necessary for our medical office staff to be able to reach out to a patient waiting for an appointment.

If you no-show on your appointment date, or if you cancel late, you will receive an email with a no-show or late cancellation invoice. For 15-minute appointments, the fee is $50. For 30-minute appointments, the fee is $150. For 60-minute appointments, the fee is $250.

For Minor Surgery or migraine injections, we require 1 week notice to re-book or cancel your appointment. You will not be able to re-book your appointment until the fee is paid.

Prescription refills:

Prescriptions will not be filled over phone or fax. Patients are required to book an appointment to get a prescription refill.

Phone calls:

Our doctors do not return phone calls. You must book an appointment with your doctor to talk to your doctor and get results.

Three year policy:

If we have not seen a patient in greater than three years, our reception team will reach out to you to inquire if you are still a patient of ours or not.

Zero tolerance policy towards abuse:

We have a zero tolerance policy for abuse and bullying. We will immediately terminate any patient from our practice if they are abusive to doctors or staff as per section 5b found on the CPSA website.

Teaching clinic:

We are a teaching clinic for the Cumming School of Medicine at the University of Calgary. You may be seen in your visit by a medical student or resident.

Appointment Types For Family Medicine:

Regular

Please arrive 15 min. before your appointment to get your vital signs taken by the nurse. Please complete the forms sent to you by email 2 days before your appointment. Face mask = optional; we request that you bring and wear one if you are feeling unwell, if possible. Book this type of appointment for chronic disease management like diabetes, older child and teens complete physical ( well child if your doctor has that option) hypertension, hypothyroidism, acute illnesses, and infections, medication reviews, dermatology, lab results diagnostic imaging such as ultrasounds, MRI, CT scan results, specialist referral follow up, emergency visit to PCN clinics or hospital visits and prescription renewals except for mental health related prescription refill (ADHD, Memory etc). Please confirm your appointment once you receive a reminder on your text or email or on your AVA CONNECT account. If you need to communicate with us log in to avaconnect.ca.

Double

Please arrive 15 min. before your appointment to get your vital signs taken by the nurse. Please complete the forms sent to you by email 2 days before your appointment. Face mask = optional; we request that you bring and wear one if you are feeling unwell, if possible. This is a "Double time", 30 minute appointment for complex issues. Please select this appointment if you have a complex sickness example diagnosed with a stroke and hospitalized for 2 weeks. Please confirm your appointment once you receive a reminder on your text or email or on your AVA CONNECT account. If you need to communicate with us log in to avaconnect.ca.

Physical

Please arrive 15 min. before your appointment to get your vital signs taken by the nurse. Please complete the forms sent to you by email 2 days before your appointment. Face mask = optional; we request that you bring and wear one if you are feeling unwell, if possible. This booking needs approval by front desk staff, and can only be booked if more than 365 days since your last Complete Physical examination (CPX). Face mask= optional; recommended if you are feeling unwell. Patients must book a follow up for every test ordered and every specialist referral, to close the visit loop. Please book your follow up appointment before leaving the clinic with the front desk receptionist. Please confirm your appointment once you receive a reminder on your text or email or on your AVA CONNECT account. If you need to communicate with us log in to avaconnect.ca.

SameDay

Please arrive 15 min. before your appointment to get your vital signs taken by the nurse. Please complete the forms sent to you by email 2 days before your appointment. Face mask = optional; we request that you bring and wear one if you are feeling unwell, if possible. This appointment type is only for acute illness (not for urgent prescription refills). Please select this "SameDay" appointment option only If you are very ill. For Urgent Rx Refill, please select a "Regular in person" appointment. Patients seen on a SameDay must book a follow up appointment 1-2 weeks after seen to follow up the urgent tests the doctor ordered. Please confirm your appointment once you receive a reminder on your text or email or on your AVA CONNECT account. If you need to communicate with us log in to avaconnect.ca.

Mental Health:

Please arrive 15 min. before your appointment to get your vital signs taken by the nurse. Please complete the forms sent to you by email 2 days before your appointment. Face mask = optional; we request that you bring and wear one if you are feeling unwell, if possible This appointment type is only for "Mental Health". A mental health appointment is designed to address concerns such as anxiety, depression, or mood related challenges, stress management, sleep, disturbances, emotional distress, medication review for mental health conditions, referral or counselling to specialized mental health services, attention deficit disorder, relationship difficulties as well as Alzheimer's dementia, or memory issues. Patients must book a follow up for every test ordered and every specialist referrals to close the visit loop. Patient’s often have the ability to access their test results via an online portal. Please confirm your appointment once you receive a reminder on your text or email or on your AVA CONNECT account. If you need to communicate with us log in to avaconnect.ca.

Virtual SameDay Call:

Please note that virtual appointment times are approximate, your doctor may not call you exactly at the time of your booking—doctor calls may occur up to 2-3 hours after your scheduled time. Our doctors often manage variable consultation times and urgent hospital calls for unexpected patient needs, so this window helps ensure that all patients receive quality care. The caller ID will be from a Private Number "No caller ID" You will receive a text when the doctor is ready for your appointment Please complete the forms sent to you by email 2 days before your appointment. This appointment type is only for acute illness (not for urgent prescription refills). This appointment option is only If you are very ill or By request from the doctor for an infection that can not wait. Please be aware that this is not for Urgent Rx Refill, please select a "Regular in person" appointment for urgent refills. Patients seen on an : "urgent virtual same day appointment" must book an in person follow up appointment 1-2 weeks after seen to follow up the urgent tests the doctor ordered. Please confirm your appointment once you receive a reminder on your text or email or on your AVA CONNECT account. If you need to communicate with us log in to avaconnect.ca.

Insurance Forms:

Appointment for Insurance forms. 1. Before coming to this appointment a patient needs to complete the Medical Insurance History the Ava eforms will be coming to you by email when you book an insurance form appointment, please write a very detailed information about your claim and all the reasons why in chronological order. 2. Must Bring your Insurance forms for us to complete.

Appointment Types For Procedures:

IUD Treatment:

Please arrive 15 min. before your appointment. Please complete the IUD Patient History Forms at home sent to you by email 2 days before your consultation appointment. 1. Confirm your appointment. 2. Pick up your IUD 1 week before your appointment. 3. Bring a driver. Drink 2 glasses of water 1 hour before your appointment, do not empty your bladder before the procedure.

Surgery Treatment:

Please arrive 15 minutes prior to your appointment. Bring a driver. Please confirm your appointment by text of email or on your AVA CONNECT account. If you need to communicate with us log in to avaconnect.ca. Please enter the name of your Family Physician and your pharmacy. Cancellation Fee 200$ 60' appointment if less than 1 week notification. Automatic invoice will be emailed. The appointment will not be rescheduled unless this fee is paid. If you are late the appointment will be rescheduled, and the above late cancellation fee will apply.

Migraine Treatment:

You have booked an appointment for a MIGRAINE TREATMENT Please arrive 10 minutes before your appointment. Please complete the forms emailed to you at home at least 2 days before your appointment. Cancellation Fee 200$ if less than 96 hours notification. You are welcome to get a driver to pick you up.

Surgery Consult:

For your consultation: - Please arrive AT LEAST 15 minutes early for your appointment - Please complete the surgical history form at home at least 2 day before your appointment; sent by email to you. Click submit. If you are having difficulty with the above, please call the clinic at 403-686-3628. We will be able to mail you a hard copy of the questionnaires or you are welcome to pick up a hard copy version of the surgical history form at the office to be completed at home, once you complete your forms please call us to book your consultation appointment. Please bring your list of medications, health history, and comfortable clothing amenable to examination of your lesion(s) of concern. 1 week is required for cancellation, otherwise there will be a no-show fee. Cancellations are not taken online - please call the clinic 403-686-3628** Please bring a driver to pick you up. Thank you, and we look forward to being involved in your care.

Migraine FU In person:

For your Migraine follow up In person - Please arrive AT LEAST 15 minutes early for your in person appointment. Please make sure you have completed all your forms 2 days prior to your appointment if you have not completed the forms in advanced please request that your appointment be switched to in person. Forms 1. Complete the Migraine Follow up form at home at least 2 day before your appointment; the form will be sent to you by email once completed please click submit. 2. Canadian Migraine tracker forms, save it on pdf and upload it to your AVA connect account. - If you are having difficulty with the above, please call the clinic at 403-686-3628. Please confirm your appointment. If you need to communicate with us log in to avaconnect.ca.

Migraine Consult:

Please arrive AT LEAST 15 minutes early for your appointment - Please complete 4 forms 1 week before your appointment; sent by email to you. Click submit when done. a. Migraine History form b. Midas( disability Assessment) c. Hit 6 form(Headache affecting daily life). d. Canadian Migraine Tracker( start tracking your symptoms on this app https://migrainetracker.ca/). If you are having difficulty with the above, please call the clinic at 403-686-3628. We will be able to mail you a hard copy of the questionnaires. You are welcome to pick up a hard copy version of the Migraine history form at the office to be completed at home, once you complete your forms please call to book your consultation appointment.

IUD Consult:

Please arrive 15 minutes prior to your appointment. Please bring a driver. Please complete the IUD History forms at home before at least 2 days before your initial consultation. The form are emailed to you on your AVA Connect Portal, If you need to communicate with us log in to avaconnect.ca. If you need help completing the forms? please call us at 403-6863628.

Endometrial Bx Consult:

Please arrive 15 minutes prior to your appointment. Please complete the Endometrial Biopsy History forms at home before at least 2 days before your initial consultation. The form are emailed to you on your AVA Connect Portal, Bring a driver. Please confirm your appointment. on your AVA CONNECT account. If you need to communicate with us log in to avaconnect.ca.

Endometrial Biopsy Treatment:

Please arrive 15 minutes prior to your appointment. Please bring a driver. Please confirm your appointment. on your AVA CONNECT account. If you need to communicate with us log in to avaconnect.ca.

Endometrial Bx Follow up:

Please arrive 15 minutes prior to your appointment. Please complete the Endometrial follow up History forms at home before at least 2 days before your initial consultation. The form are emailed to you on your AVA Connect Portal, Please confirm your appointment. on your AVA CONNECT account. If you need to communicate with us log in to avaconnect.ca.

Migraine FU Virtual:

This is a Virtual Migraine Follow up appointment -If you have side effects from the treatment or concerns please call and switch your appointment to an In person Follow up. 2 Forms to comply with your insurance 1. Complete the Migraine Follow up form at home at least 2 day before your appointment; the form will be sent to you by email once completed please click submit. 2. Canadian Migraine tracker forms, save it on pdf and upload it to your AVA connect account. - If you are having difficulty with the above, please call the clinic at 403-686-3628. Please be aware that all patients need a follow up Migraine treatment, patients that do no shows to their Migraine follow up will lead to an immediately cancelation of their next treatment. Cancellations are not taken online - please call the clinic 403-686-3628** Thank you, and we look forward to being involved in your care. Please confirm your appointment. on your AVA CONNECT account. If you need to communicate with us log in to avaconnect.ca.