Patient Portal FAQ


watch this video regarding patient portal

How do I deactivate my account?

Call Ross Creek Medical Clinic during clinic hours and we will deactivate your account for you.  Your clinical medical record will not be impacted in any way.

What web browser should I use?

The Ross Creek Medical Clinic eGateway is optimized for use with:

  • Internet Explorer versions 8, 9 and 10
  • Chrome 35
  • Firefox 29
  • Safari 6.0 and Safari iPad

Where is my medical data stored?

The Ross Creek Medical Clinic eGateway accesses the same secure offsite database that we use in our clinic.  The database is located in a secure data centre hosted by TELUS in Calgary, AB.

I noticed an error in my medical record – what should I do?

If you notice an error or inconsistency in your record, please contact Ross Creek Medical Clinic at (780) 589 3989 and notify us about your concern. In the future you will be able to communicate any updates to your record using the eGateway Health Summary page.

How do I know my medical data is secure?

Our goal is to provide you with the best security available.  Ross Creek Medical Clinic eGateway uses industry standard security practices to protect your personal information from unauthorized access, use or disclosure.
 For example, your personal information is protected while it is in transit between your computer and our server using security techniques such as encryption, which ensures that your personal information cannot be read or modified while it is being transferred.

Will I be required to change my password?

No, there are no mandated time restrictions requiring password changes.

What if I forget my password?

There is a self-serve password recovery mechanism in the Health eGateway.  You will be prompted to answer the security questions you chose at registration.  If you are unable to reset your password, you will require a new registration PIN from Ross Creek Medical Clinic.

How do you protect my personal information?

We are committed to protecting your personal information – both the information you provided for registration and the medical file information you access online. To prevent unauthorized access, several safeguards are used; such as complex passwords, encrypted information during transit, automatic log out of an account after a period of inactivity, and locking an account after several unsuccessful login attempts.

 I signed up for patient portal, how come I haven’t received my be-mail?

Depending on your e-mail settings, it may appear in your inbox or under junk mail.

If you are still not getting the email in your junk mail, can you double check that you are hitting the “Save and Close” button after creating the PIN? Only after hitting the save and close will the system send the email.

I received my e-mail but the link isn’t working?

If you are unable to log on through your e-mail you may also access patient portal through the website or download our app Ross Creek Medical Clinic. If unable to log on through these options, please double check your internet security and firewall options.

I’m unable to log into patient portal because my password expired, now what?

The PINs that we provide you is time sensitive to protect your privacy. If your password expires, you will be required to return to the clinic to have our staff reissue you a new PIN. This ensures that only you are able to set up your account and access your information. Sorry we cannot give the PIN on the phone. You have to be physically present to be issued a new PIN.