Terms of Use
Clinic Policies
We offer both scheduled and walk-in appointments. Same-day visits are available for urgent concerns. To book or cancel, please call our clinic or use our online patient portal
Registered patients can use our secure online system to book, reschedule, or cancel appointments and can access certain parts of their health information. If interested, please ask our staff about how to sign up for Ava Connect.
Please ensure you have your valid health card with you for every visit to Country Plaza Medical Centre. Our Front Staff will request it during check-in. Failure to present a valid health card may result in being charged at regular AHCIP rates before receiving care. Keeping your health card up to date is essential for accessing healthcare and preventing fraud. If your health card is lost, stolen, or damaged, please contact your nearest Alberta Registry for help.
The Alberta Government covers medically necessary services through the Alberta Health Care Insurance Plan (AHCIP). Services not covered by AHCIP are considered Uninsured Services. Examples include drivers’ medicals and third-party examinations, missed appointments, telephone prescription renewal, work and school-related notes, medical forms for insurance, legal or employment purposes, photocopying, faxing, and transferring medical records. For more information on uninsured services, click the linkhttps://www.albertadoctors.org/practice/physician-compensation/uninsured-services/
At Country Plaza Medical Centre, your health and safety are our top priority. All test results are carefully reviewed by your physician once received. However, we do not subscribe to the “no news is good news” approach, as there are many reasons you may not receive or notice our communication regarding your results. We kindly remind patients that it is their responsibility to book a follow-up appointment to review all test results with their physician.
We kindly remind patients that it is their responsibility to book a follow-up appointment to review all test results with their physician.
• Blood test results are typically available within 72 hours.
• X-ray and other imaging results are usually available within 96 hours.
If a critical or time-sensitive result is received, your physician will make every effort to contact you as soon as possible, often earlier than the timelines above. Though rare, communication may occasionally fail for reasons outside the clinic’s control. For this reason, we encourage patients to book a follow-up appointment if they have not heard from us within the expected period. For privacy and safety reasons, test results are not discussed or interpreted by front desk staff or over the phone.
By scheduling timely follow-up appointments, you help ensure that important results are not missed and that your care remains thorough, safe, and continuous.
We have a zero-tolerance policy for abuse, including any form of mistreatment, towards staff, patients, physicians, or anyone in our clinic. Incidents of abuse, such as intimidation, condescending language, impatience, refusal to answer questions, giving misleading information, or manipulation, will be recorded and reported. We will take appropriate actions, including potential termination of patient status/employment or involvement of authorities, based on the severity of the incident.
When booking your appointment, please inform our staff of the reason for your visit to help us plan and manage our schedule effectively. During your visit, focus on your main concern or problem. Appointments are typically 10-15 minutes long to accommodate all patients. Some complaints may require longer consultation times and even follow-up appointments. Your doctor will address your main concern while discussing plans for any other medical issues in future visits. Focusing on your main concern helps us manage patient flow and reduce wait times.
Prior to check-in, especially for the first visit, we provide forms for patients to fill out. These forms collect information such as your name, date of birth, address, contact number, and health card details. The forms are confidential, uploaded to the secure EMR and then securely shredded after the visit.
Your doctor may use secure AI-based scribe technology to help document your visit. This allows your provider to focus on you during the appointment while ensuring that your discussion is captured accurately.
The program transcribes the conversation between you and your doctor to create a visit summary. Your physician then reviews, edits, and approves this summary before adding it to your secure electronic medical record. No audio or transcripts are stored, and your information is never shared with third parties.
Participation is optional. Please let our team know if you prefer not to use this technology.
For quality care, medication refills should be addressed during your appointment. Non-emergency refill appointments should be scheduled two weeks in advance of your prescription running out. Country Plaza Medical Centre has a “No Phone/Fax Prescription Renewal Policy” and does not refill narcotics/controlled medications. We recommend contacting the providers who initially prescribed them for refills.
If you need to cancel your appointment, please provide a minimum of 24 hours’ notice so that we can offer the slot to another patient. In case of emergencies or late arrival, please contact us as soon as possible to inform us of your situation.
To avoid a “No Show Fee,” please give the clinic a minimum of 24 hours’ notice if you cannot attend your appointment. Failure to attend or provide proper notice of cancellation of scheduled appointments will result in a no-show fee. Two or more no-show incidents may result in dismissal at your physician’s discretion.
If your primary care provider is unavailable due to sickness, vacation, or continuing medical education, you may be seen by another qualified physician within our clinic. Our team maintains a collegial and compassionate approach to ensure your care is in capable hands. Your medical history, both past and current, is accessible through our electronic medical record system, allowing the covering physician to be well-informed about your health concerns and provide continuity of care.
We do not have a medical emergency room service, so if you are experiencing a medical emergency, kindly call 911 or go to the nearest emergency department immediately
To ensure safe and responsible prescribing, our clinic follows strict rules for controlled medications in line with the College of Physicians and Surgeons of Alberta (CPSA). Controlled medications include opioids (oxycodone, hydromorphone, morphine, tramadol), benzodiazepines (lorazepam, clonazepam), stimulants (Ritalin, Adderall), sedatives (zopiclone), and codeine products.
- We do not initiate controlled medications for chronic non-cancer pain.
- We do not prescribe or refill-controlled medications by phone, email, or virtual visit.
- All prescriptions require an in-person assessment.
- No repeats, no automatic refills, and no replacement of lost or stolen prescriptions.
- For non-clinic patients, controlled medications are given only in true emergencies and never for more than 7 days.
These measures help keep patients safe and support responsible prescribing.
We are committed to providing safe, respectful, and high-quality care. If you have concerns about your experience, we encourage you to share them with us.
You can submit complaints or feedback by emailing: complaints@countryplazamedical.ca
A member of our team will contact you to discuss your concerns. We review all complaints promptly and use them to improve our services.
Rights
At Country Plaza Medical Centre, we are committed to providing respectful, compassionate, and non-discriminatory care that honours each patient’s values, beliefs, and safety. Our team communicates openly with patients regarding any unexpected occurrences and ensures they are actively involved in decisions about their ongoing care.
We encourage our patients to take an active role in their health. You have the right to:
- Know the names and roles of your healthcare providers.
- Receive clear and understandable information about your diagnosis, treatment options, and care plan.
- Make informed choices about your healthcare and seek a second opinion when desired.
- Be informed about any research or quality improvement projects that may involve your care.
Your privacy is a priority at Country Plaza Medical Centre. Patients have the right to:
- Control how their personal information is collected, used, and shared.
- Expect confidentiality and privacy during all interactions.
- Access their health records and request corrections in accordance with the Alberta Health Information Act.
- Trust that their health information is stored and handled securely in accordance with the Alberta Health Information Act (HIA).
Your Role in Ensuring a Positive Healthcare Experience
At Country Plaza Medical Centre, we believe healthcare works best when it’s a partnership. By actively participating in your care, you help us meet your needs effectively and safely.
We ask that you and your family:
- Inform us promptly of any concerns about the safety or quality of your care.
- Be open and honest about your health history, including past and current illnesses, allergies, medications (and dosages), and family medical history.
- Arrive on time for your appointments or to notify us at least 24 hours in advance if you need to cancel or reschedule.
- Treat our staff, physicians, and other patients with kindness and respect.
- Refrain from smoking or vaping on clinic premises.
- Take reasonable steps to maintain your health and well-being.
- Follow the medical advice and treatment plans provided by your healthcare team.
- Ask questions whenever you need clarification or additional information.
- Share what matters most to you regarding your care and health goals.