Frequently Asked Questions

We have three convenient ways for you to schedule an appointment:

1. TELUS CHR Connect (preferred): Enables patients to save Creekside Health to your CHR Connect account and book, view, change, and manage appointments directly.

2. Patient Portal via browser: You can also schedule appointments through your portal.

3. By Phone: Call us at (604) 962-2447 to book an appointment.

We understand that life happens (although it’s a little harder to sympathize on a powder day!). If you need to cancel or will be late to your appointment, please let us know as soon as possible by calling the office directly at 604-962-2447.

No-shows and late cancellations (less than 24 hours’ notice) will be subject to a $50 charge, which the patient is responsible for paying.

Our No-Show and Late Visit Policies will be enforced at the discretion of the physician. If there are 2 or more no-show visits with your family doctor or any specialists they refer you to, the patient-doctor relationship may be terminated due to lack of continuity of care.

Our clinic is open Monday to Saturday. We are closed on Sundays and statutory holidays.

Please bring your health card, a list of any medications you’re currently taking, and any relevant medical records or test results.

All registered patients will have access to their Patient Portal. Your doctor and the clinic staff will use this portal to communicate with you.

Through your Portal you can:

• View new and existing messages from your clinic

• Receive copies of labs, forms, handouts and other chart information sent from your clinic

• View and update demographic information

• View past and future appointments

• Book, change & cancel appointments online

**Registered patients will be asked to provided their ‘ID” to sign in. This is referring to your Personal Health Number.

TELUS CHR Connect for Patients (https://help.inputhealth.com/en/articles/8931058-setting-up-telus-chr-connect-for-patients)

    •    Video Overview:

Watch the video (https://www.youtube.com/watch?v=NVLFJvQW1Pg)

What you need to know for in office appointments:

• Appointment times are generally scheduled for one issue per visit. Your medical concerns are very important and your doctor wants to be able to give each issue the attention it deserves. If you have more than one issue to discuss please let your doctor know at the beginning of your appointment so that you can create a plan.  This may mean booking subsequent appointments to address all of your concerns.

• Unless otherwise instructed please arrive as close to your appointment time as possible. Our waiting room is small, and we would like to limit your time spent there.

• Please note that wearing a mask while visiting the clinic is optional. However if you are experiencing any cold or flu symptoms masks are mandatory. If you are experiencing extreme sickness we encourage you to reschedule your appointment or change it to a virtual appointment if appropriate.

• Please allow a two hour window.

• Be ready and confirm that your phone is near and turned on. This is greatly appreciated.

• Doctor's may call from a private or blocked number; but could also call from our office or from their personal cell phone, so please answer all calls at that time.

Please note: Virtual and Phone appointments are ONLY available to patients who are physically in Canada at the time of the call.

How to attend your virtual visit:

• Five minutes before your virtual visit, you receive an email or SMS notification.

• These prompt you to join your visit. Once you've joined the visit, you can communicate with your provider using the text-based chat or video and audio.

Please note: Virtual and Phone appointments are ONLY available to patients who are physically in Canada at the time of the call.

Creekside Health medical staff are not legally permitted to give results over the phone or through email. If there is a result your doctor needs to notify you about, you will be contacted through your patient portal or by a phone call.

Please make sure we have your up to date phone number and email address.

Alternatively, patients can securely access their lab results through:

1. Mycarecompass.lifelabs.com. Please use link to sign up / log in.

2. Health Gateway BC Please use link to sign up / log in.

If your doctor has requested lab work, please use this link to book your appointment. labonlinebooking.ca

Please note that walk-in lab appointments may NOT be accommodated. It is recommended that you book your appointment in advance.

Prescription refills require an appointment either by phone, virtually or in-person. Faxed requests from pharmacies and/or email requests will not always be accepted and will result in the patient needing to book an appointment.

Referrals may be required depending on the specialist you wish to see. Please check with your doctor to confirm.

After Hours Care for registered patients of Creekside Health Family Medicine Clinic

If you are sick or need immediate care when our office is closed, please try the following options:

• For 24-hour free advice, call the BC Nurse Line at 811 to speak to a registered nurse or clinical pharmacist.

• If it is a true EMERGENCY, please dial 911 or go to the nearest emergency department.

• If you are suffering an acute mental health crisis, call 1-833-456-4566.

• We have partnered with Rocket Doctor for urgent after-hours care that does not require an emergency department. Connect with a full-licensed physician any time of the day, 24/7.