Question 1

How do I contact the clinic?

Accepted Answer

Email: admin@navamedicalcentre.caPhone: (+1) 778-373-7700Fax: (+1) 778-373-7735Addresses: 
Gilmore Location: 318 Gilmore Ave, Burnaby, BC, Canada, V5C 4R1 Hastings Location: Unit 207, 3900 Hastings St, Burnaby, V5C 6C1

Question 2

To receive MSP covered medical services

Accepted Answer

You must be physically present in BC in order to book your appointment

Question 3

If you need to pay for an uninsured service

Accepted Answer

You can e‑transfer to admin@navamedicalcentre.ca or pay in the office by cash, debit, or credit card. 
Please note a 3.0 % processing fee applies ONLY to credit‑card payments to cover card‑processing charges.

Question 4

If you have a family doctor at our clinic and your BC care card is not valid

Accepted Answer

please call us to book.

Question 5

If you recently gave birth

Accepted Answer

If you recently gave birth, please call our office as we need to create your newborn’s file before you can book online for them. *Please do not book under your own name for your newborn.*

Question 6

If you need to discuss your other family members' health conditions

Accepted Answer

Please always try to book for everyone separately.

Question 7

How does Nava manage electronic/digital communications and associated risks?

Accepted Answer

When you book your appointment using our Cortico booking system, you will be required to review and acknowledge the Consent to Electronic Communication and Associated Risks policy below.
Consent to Electronic Communication and Associated Risks
Scope and Safeguards
The Physician will take reasonable steps to protect the privacy and security of electronic communications (the “Services”), including email, text messaging, patient portal messages, and videoconferencing. Despite these safeguards, I understand that electronic communication carries inherent risks and absolute confidentiality cannot be guaranteed.
Acknowledged Risks
I understand and accept that:
Electronic communications may be intercepted, accessed, forwarded, altered, stored, or disclosed without authorization.
Employers, internet service providers, or communication platforms may lawfully access communications transmitted through their systems.
Electronic communications may introduce malware or other technical disruptions.
Backup copies of communications may persist after deletion.
Messages may be misdirected or received by unintended recipients.
Verification of the identity of senders and recipients cannot be guaranteed.
Videoconferencing platforms may carry an increased risk of interception.
Communications may be disclosed when required by law, regulatory obligation, or court order.
Conditions of Use
I agree that:
Electronic communication must not be used for emergencies or urgent medical concerns.
Response times cannot be guaranteed. If I do not receive a response within a reasonable timeframe, I am responsible for following up by telephone or other appropriate means.
Electronic communication is not a substitute for in-person assessment, telephone consultation when required, or attendance at an Emergency Department.
Communications related to diagnosis or treatment may become part of my permanent medical record and may be accessed by authorized healthcare staff involved in my care.
The Physician may share communications with clinic staff directly involved in my treatment or the administration of care.
Communications will not be disclosed to third parties, including family members, without my written consent, unless required by law.
The Physician is not responsible for information loss or service interruption caused by technical failures outside the clinic’s control.
Patient Responsibilities
To use electronic communication services, I agree to:
Avoid using employer or public devices where possible.
Notify the clinic promptly of changes to my contact information.
Ensure messages are clear, accurate, and complete before sending.
Take reasonable steps to protect confidentiality (for example, device password protection and secure networks).
Withdraw consent only by written notice, email, or phone communication to the clinic.
Emergency Disclaimer
I acknowledge that electronic communication services are not monitored continuously and must never be relied upon for urgent or emergent medical issues. If my condition worsens, appears serious, or requires immediate attention, I will contact the clinic directly by telephone, call emergency services (911), or attend the nearest Emergency Department without delay.

Acknowledgement
By proceeding with booking, you acknowledge that you have read, understood, and accepted this Consent to Electronic Communication and Associated Risks policy.

Question 8

If you recently had your intake appointment with one of the doctors and could not book online

Accepted Answer

Please call our office and we can assist you.

Question 9

If you need to cancel or reschedule your appointment

Accepted Answer

Appointments booked online or by phone can be cancelled via Cortico (our booking system) or by calling the clinic at 778-373-7700 during regular business hours.  Appointments can be cancelled online using the link you receive via email a minimum of 24 hours in advance of the appointment.

Question 10

If you missed your appointment or in case of a late cancellation/No show

Accepted Answer

We understand that unexpected situations or emergencies can happen — sometimes even simple forgetfulness — which may cause you to miss your appointment. That’s why we send multiple reminders before each visit.If you had a scheduled appointment with your physician or nurse practitioner that you missed. In this case, you will receive an automated message from us. Our team often make every effort to reach patients by phone, including follow-up calls when possible.As per our clinic policy:First missed appointment – email reminder from front deskSecond missed appointment – verbal warning from your physician or our staffThird missed appointment – a $60.00 + GST no-show fee will be appliedFourth missed appointment – Unfortunately, we will not provide any further services and your chart will be closed permanently in our clinicIf this was your first missed appointment and you received an automated email about a no-show fee, please contact us at admin@navamedicalcentre.ca, and our administrative team will be happy to review it.

Question 11

If you need ADHD Diagnosis & management

Accepted Answer

All new diagnoses should be conducted exclusively by registered psychiatrists or specialized physicians, who independently establish and initiate appropriate, evidence-based treatment plans. Once initiated, our primary care team will oversee the patient’s ongoing management, adhering closely to the diagnosis and treatment framework. If you have a previous diagnosis, please provide us with the necessary documents confirming the diagnosis and treatment plan.

Question 12

If you require any restricted drugs

Accepted Answer

In a walk-in appointment setting, we do not provide restricted medications such as opioids and stimulants unless supportive documents are provided by your most responsible physician.

Question 13

If your physician or nurse practitioner is late for your appointment

Accepted Answer

you will still be assessed the same day, except in rare situations. We deeply value your time and patience, and our team strives to be punctual. However, in our line of work, emergencies may occasionally cause delays. We appreciate your understanding and support as we aim to provide the best possible care.

Question 14

In case of any verbal, physical, or racial abuse, violence, threatening behavior, or discrimination

Accepted Answer

We enforce a strict zero-tolerance policy regarding any form of abuse toward clinic staff. Verbal, physical, or racial abuse, violence, threatening behavior, or discrimination will not be tolerated under any circumstances.
Anyone who breaches this policy will receive an immediate warning, which may result in the loss of their family doctor and being banned from the clinic. Additionally, we reserve the right to involve law enforcement to remove offenders from the premises if necessary.

Question 15

If you do not disclose complete medical information

Accepted Answer

Failure to disclose complete medical information in the intake form or during an appointment may lead to termination of the patient-doctor relationship due to the breach of trust at the clinic’s discretion.

Question 16

If you have a family physician or nurse practitioner at Nava and he/she/they are not available

Accepted Answer

You may book with any other Nava provider — they have access to your medical record and can provide care for patients formally attached to Nava Medical Centre (this does not apply to walk‑in patients). If your family physician or nurse practitioner becomes permanently unavailable for any reason, Nava Medical Centre cannot assume responsibility for your ongoing care. It is your responsibility to find a new family physician or use walk‑in services.

Question 17

If you were seen as a Walk-In patient at Nava and the Dr. who visited you is not available

Accepted Answer

Please check out our website for the updates regarding the provider who visited you to see their new address or info. If needed, You may book with other physicians who see Walk-In patients at Nava. Please be informed that only some of our physicians visit Walk-In patients. If there is No option available to book Walk-In appointments, it means none of our physicians have availabilities for Walk-In appointments.

Question 18

If you have received an email from us, but you are not a patient of our clinic

Accepted Answer

The reason you received an email from our clinic is that you were previously seen by one of our physicians at their former practice. When the physician joined Nava Medical Centre, the relevant medical information — including patient contact details such as email addresses — was securely transferred to our clinic. This is a standard practice to ensure continuity of care.
If you are no longer a patient and would prefer not to receive further communication from us, please let us know at admin@navamedicalcentre.ca and  we will promptly inactivate your profile in our system, and you will no longer receive any future emails.
We apologize for any inconvenience this may have caused and appreciate your understanding.

Question 19

If you have received an email from us in error or it was intended for another recipient

Accepted Answer

Please note that the content of the message is confidential and intended solely for the individual or entity to whom it is addressed.
If you are not the intended recipient, please contact us immediately (admin@navamedicalcentre.ca)and delete the email and any attachments from your system. Any unauthorized use, disclosure, or distribution of this communication is strictly prohibited.

Question 20

If you need a same-day urgent appointment

Accepted Answer

If you are experiencing a medical emergency, please call 911 immediately.
If your concern can be safely managed in a clinic setting, we recommend first checking for available appointments with your family physician or any provider in our clinic and booking online if possible.
If no appointments are available, we do offer a limited number of same-day urgent appointments on a first-come, first-served basis. These may be booked by calling or emailing the clinic early in the day.
Please note that while our staff do their best to respond promptly, high call and email volumes may occasionally result in delays.

Question 21

Are Nava Medical Centre and Gilmore Wellness the same entity or working together?

Accepted Answer

We often get this question! 😊 While Nava Medical Centre and Gilmore Wellness are neighbours and share some common space, we’re actually two completely separate clinics, each with its own ownership, team, services, and policies.
Disclaimer:
Nava Medical Centre is an independent medical practice and is not responsible for any advices, services, treatments, or procedures provided by Gilmore Wellness Centre. Likewise, Gilmore Wellness Centre is not responsible for any services provided by Nava Medical Centre. All care at each clinic is delivered under its own professional responsibility.

Question 22

If yo have any feedback and or complaint

Accepted Answer

If you notice any misbehavior, poor service, malpractice, or have any suggestions or recommendations, you are welcome to contact the medical director directly at manager@navamedicalcentre.ca. This email is solely for reporting concerns directly to the Medical Director, and all information shared will be kept confidential.Please note that this email should not be used for booking appointments or routine health and clinic-related inquiries.Thank you for helping us maintain a respectful and professional environment.

Question 23

If your question is not addressed here

Accepted Answer

please do not hesitate to email us or call our office during regular office hours.

Nava Medical Centre

Frequently Asked Questions