Clinic Policies

To ensure a good relationship with you and the medical team at Spring Creek Medical Centre, you should be aware of a few policies. Please take a moment to review our clinic policies outlined below.

Cancellations  & No Shows:  We require 24-hour notice before cancelling or rescheduling a booked appointment. Appointments are in high demand, and an early cancellation will allow another patient to be seen in that time slot. We do realize that life happens, and there will be exceptions.  Please be aware that there will be a no-show fee if you miss more than two appointments.

Prescription Refills:  Please note that our doctors will not refill medications without an assessment.  We do not automatically refill prescriptions that pharmacists may request on your behalf. Please plan ahead before your prescriptions run out and call to schedule an appointment with your doctor.

Getting test results:  Our medical office assistants are not medically trained to discuss test results over the phone. Depending on your circumstances, your doctor may decide to share your results on the AVA portal via a phone call, or you may be contacted to book an in-person appointment to discuss your results.

Urgent / Same day appointments:  If you need to see your doctor urgently on the same day, we will try our best to accommodate your request based on your concern’s urgency and the doctor’s availability.

Online booking:  We offer online booking for regular office visits via the AVA Connect portal. Please sign up for the AVA Connect portal to communicate with the clinic.

Your doctor may be able to share test results, requisitions and other non-urgent documents via the portal. Please do not email the clinic to book appointments or to get medical advice.

Out of hours:  Please call 811, and depending on your medical concern, you may be referred to the out-of-hours clinic run by the West Central Primary Care Network. 

You will not be allowed to switch doctors within the clinic unless your doctor is unavailable, and you need to be seen urgently.

Uninsured services:  Your Alberta Health Services plan covers most of your medical care. However, certain uninsured services, such as the driver’s medical, form completion, cosmetic wart treatment, etc., require payment upfront. For a full list of AHS uninsured services which are not covered by AHS, please refer to our fee guide.

Late arrival:  If you arrive more than 15 minutes late for your appointment, you may be asked to reschedule. Please arrive 10 minutes before your scheduled appointments for complete physicals, prenatal visits, baby exams, and IUD insertions.

You may be asked the reason for your visit by our front-line staff. This is to ensure you are booked for the appropriate amount of time. 

Confidentiality:  We require written consent from our patients before releasing any medical information to a third party, including law firms, insurance companies or family members.

Ava Connect:  Our clinic uses Ava Connect to facilitate communication with our patients. Ava Connect is an online portal that patients can log into (a website, not an app) and, from there, can access lab results, imaging, and other documents their physician shares. Unlike email, physicians and clinic staff can also securely message patients through the portal messaging system. Patients may book appointments online through Ava Connect if it is for routine concerns. Physicals and procedures still need to be booked over the phone.

Please do not email the clinic to book appointments or request medical advice. Our clinic email is only used for administrative purposes. It is not monitored daily.

If you are interested in joining AVA Connect, please follow these simple steps:

• Send us an email request at [email protected]

• A consent form will be emailed for you to complete
• Email the completed consent form back to the above email address
• We will send you an email that provides instructions on how to create your Ava Connect account