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Clinic Policies

No-Show/Late Cancellation Policy

Missed appointments or those cancelled without 24 hours’ notice will be subject to a fee ($50 for regular appointments and $100 for physicals/procedures).

We understand that extenuating circumstances happen, so some exceptions to this policy may apply, at the discretion of your physician. Staff members do not have the authority to waive fees, so please be kind to them as they follow clinic policies. 


As a courtesy, reminder emails and voice messages are sent 5 days prior to an appointment. However, it is still the responsibility of the patient to attend their appointment, even if they do not see the reminder. When a patient does not show up for a scheduled appointment, they not only miss receiving potentially important care, but they also take away the opportunity for another patient to receive the care they need. This increases wait times and makes it difficult for patients to access their doctor in a timely manner. Your physician is also not compensated for this time lost, and facility space, staff, and equipment go wasted. This loss of revenue can make it difficult for your doctor to keep their family practice financially viable and running. 

Outstanding fees must be paid before booking future appointments, unless otherwise directed by your doctor. 

Code of Conduct

Windermere Plaza Medical Clinic has a zero-tolerance policy for any type of abuse towards staff or physicians in the office. We expect patients and accompanying visitors to refrain from inappropriate language and behaviours that pose a threat to the rights or safety of others. We understand that the health care system can be frustrating, but this is not the fault of our staff, and they deserve to work in a safe environment. We are trying to do the best that we can to help thousands of patients. Patients in violation of this policy are subject to removal from the clinic and/or discharge from the medical practice.

Text/Email/Phone Requests

Due to the overwhelming number of patient requests that our physicians receive each day, it is not possible for them to respond to medical questions via phone/text/email in a thorough or timely manner. 


Doctors can receive dozens of messages from patients each day. This is on top of their booked clinics and existing administrative burden. If each message takes 5-10 minutes to respond to, this would account for an extra 2-4 hours of work each day that they do not have time for.


Our doctors kindly ask that you book an appointment to discuss your medical concerns.

Prescription Refill Requests

Prescription quantity and duration reflects what your doctor feels is reasonable based on your clinical situation at the time. It is your doctor’s responsibility to ensure that medications are being regularly assessed for efficacy and safety, and this follow-up is best done through an appointment. Prescription refill requests over phone/text/email will not be completed, as this is not a service covered under Alberta Health Care. If your pharmacy sends us a refill request, short-term refills for continuity of care may be provided at the discretion of your doctor, but these do not replace an appointment with your doctor. Please plan ahead by booking a refill appointment before your medications run out.

Turning 21?

If you are under 25, not married, and in full-time studies at an accredited school, you may be covered on your parent or legal guardian's Alberta Health Care Insurance Plan (AHCIP) account. If this is the case, your parent/guardian must complete an Application to Continue Dependent Status form at an authorized registry office. 

If you are no longer a student or if you are a part-time student over age 21 and under age 25, you must have your own ACHIP account. You will need to visit an authorized registry office to do this. your personal health care number will remain the same.

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