Policies 

Every appointment is a valuable opportunity for care, and keeping them helps ensure that all patients in the community can be seen when they need to. When an appointment is missed or delayed, it not only impacts your care but also limits access for others waiting to be seen.

• Cancellations
  If you are unable to attend your appointment, please provide at least 24 hours’ notice so the time can be offered to another patient. Missed appointments or cancellations with insufficient notice will result in a $40 fee.

• Non-Attendance
  Not attending a scheduled appointment without notice will result in a $40 fee. This helps keep appointments available for patients who are waiting for care.

• Late Arrivals
  Arriving late affects the day’s schedule and can reduce the time available for your care. If you arrive more than 10 minutes past your scheduled time, the appointment will be treated as a non-attendance and a $40 fee will apply. If time allows, I will do my best to see you, otherwise the appointment will need to be rescheduled.

The above payments would need to be paid before attending subsequent appointments.

The Patient Portal (Pomelo) is a secure online platform and the recommended way to connect with the clinic for booking appointments and receiving clinic communications. Through the portal, patients can schedule appointments directly and also receive appointment reminders, completed forms, requisitions for lab or imaging, and important clinic updates.

The Patient Portal is fully compliant with Alberta’s Health Information Act (HIA). Patients are encouraged to create strong, unique passwords and to keep their login information private to protect the confidentiality of their health information.

For parents with children under the age of 16, portal accounts can be linked so that parents may access and manage their child’s appointments and information. Similarly, for senior family members or others who may have difficulty using the portal, account linking can be arranged once written (or verbal in specific circumstances) consent has been provided by the patient to allow a family member access to their information.

At Family Medicine Associates in Grande Prairie, each physician is fully qualified to provide comprehensive primary care. The team works collaboratively, and all physicians practice evidence-based medicine, which means that switching to another physician within the clinic is not permitted. While there may be occasions when patients see a different physician, such as when their regular doctor is away on vacation or is unwell, care continues to be coordinated to maintain consistency and quality.

This policy does not limit access to care, and patients remain welcome to transfer to a different clinic in Grande Prairie or elsewhere if they feel their needs would be better met. The priority is to ensure patients receive reliable, coordinated, and high-quality care within the practice.

Medications such as opioids, benzodiazepines, and other controlled drugs can sometimes be helpful in very specific situations. However, they also carry significant risks, including dependence and harm when used long-term. For this reason, the overall goal in this practice is to avoid prescribing these medications whenever possible.

If there is a clear medical need, they will only be used for a short period of time with close monitoring. For patients who are already taking these medications, the approach in this clinic is generally to begin a gradual process of tapering and discontinuation. While this may feel challenging at first, it is an important step in protecting long-term health and reducing the risks associated with these drugs.

Whenever possible, safer and more sustainable approaches are recommended — such as non-addictive medications, therapy, or lifestyle strategies — to better support health and well-being over the long term.

The clinic is committed to creating an environment where patients feel respected, supported, and welcomed. It is understood that illness and stress can sometimes make situations feel more difficult, and every effort is made to approach care with patience and understanding.

At the same time, the expectation is that this respect is mutual. The clinic has a strict zero tolerance policy for all forms of inappropriate behaviour, whether in person, by telephone, in writing, or by voicemail. This includes harassment, threats, discrimination, racism, disrespectful or demeaning conduct, and any form of violent or abusive behaviour or language.

If such behaviour occurs, the individual responsible will be sent a written warning. If the same happens again, a letter will be sent out giving 28 days' notice of removal from the patient panel. In particularly serious situations, the police will also be contacted.

This policy is in place to ensure that the clinic remains a safe and welcoming place for all patients, families, and staff.