QUICK REFERENCE
THE MILESTONE CARE EXPERIENCE: GUIDELINES & EXPECTATIONS
This section provides important information about the Milestone care experience, including appointment expectations, communication, privacy, financial information, collaborative care pathways, and research opportunities. It is intended to support transparency, informed decision-making, and help women understand how to maximize their care experience at Milestone.
Welcome to Milestone
Thank you for entrusting us with your care.
At Milestone, we are committed to delivering comprehensive, evidence-based menopause and midlife healthcare in an environment where medicine meets hospitality.
Our goal is to provide personalized, collaborative, and proactive care through physicians, registered nurses, allied health professionals, education, prevention-focused care pathways, and innovative approaches that support symptom management and long-term healthy aging.
To ensure a seamless and exceptional experience, we kindly ask that women receiving care through Milestone review the following policies, expectations, financial information, privacy consent, and research information.
Your Milestone Experience & Visit Preparation
At Milestone, we believe exceptional menopause care involves thoughtful preparation, meaningful time, and attention to the whole person. We strive to create an experience where medicine meets hospitality — one that is welcoming, intentional, and thoughtfully created around women's needs.
Think of your visit less as a traditional medical appointment and more as a thoughtfully prepared experience, intentionally created for women. To help us provide care to its fullest potential, preparation before your appointment is an important part of your healthcare journey.
Before Your Appointments
Prior to your initial appointments and follow-up visits, you may be asked to complete questionnaires, consent forms, and health assessments before meeting with various members of your healthcare team.
These assessments are individualized and unique to the provider you are seeing and may include forms requested by:
• menopause physicians
• registered nurses
• pelvic health physiotherapists
• mental health professionals
• exercise specialists
• additional care pathways
These forms are not simply administrative requirements. They help us understand symptoms, monitor progress, evaluate treatment response, and identify evolving healthcare needs.
Completion before appointments allows our team to:
• review information in advance
• identify important health changes
• personalize recommendations
• maximize appointment time
• provide more comprehensive care
Forms and questionnaires are securely sent through AVA Connect (either sent as a separate email or included within your appointment reminder confirmation email) and should be completed before each appointment whenever requested. Completing these in advance helps your care team prepare thoughtfully and make the best use of your visit.
If requested information is not completed ahead of time, we may not be able to fully address all concerns during your appointment and additional follow-up may be required.
Arrival Time
Please plan to arrive 15 minutes before your scheduled appointment time, rather than at the appointment start time itself.
During your visit, our team may collect:
• blood pressure
• height and weight
• waist circumference
• vital signs
• symptom tracking measures
These assessments help us monitor progress over time and screen for other health concerns.
Creating A Comfortable & Welcoming Environment
Milestone was intentionally designed to create a calm, comfortable, and welcoming environment for women.
To help maintain the warmth, cleanliness, and elevated hospitality of our Centre, women and guests are kindly asked to remove outdoor footwear upon arrival. This also supports the care environment, including our indoor on-site gym and movement spaces, where women may participate in assessments, exercise programs, and healthy aging initiatives.
For comfort and convenience, clean slippers are provided during each visit. Women are also welcome to bring indoor footwear or clean athletic shoes reserved for indoor use.
This small part of the Milestone experience helps preserve the comfort of our shared spaces and supports the thoughtful environment we have intentionally created from the moment women arrive.
Thank you for helping us maintain the experience we have designed for every woman in our care.
Ava Connect - Patient Portal Agreement: A Vital Part Of Your Care Journey
At Milestone, excellent care extends beyond your in-person appointments.
We use Ava Connect as an essential component of your healthcare experience and communication with our team.
Through Ava Connect our team may:
• send messages from physicians, nurses, and staff
• release laboratory and investigation results
• provide requisitions and testing instructions
• share educational materials and recommendations
• distribute consent forms and questionnaires
• provide appointment reminders and preparation instructions
Women may also use Ava Connect to:
• track blood pressure readings and health information
• complete validated questionnaires
• review care plans and recommendations
• upload requested information
• monitor health changes over time
Women are kindly asked to review Ava Connect at least two (2) business days before each appointment.
Please ensure you are able to access your AVA Connect account before arriving. As part of your care journey, there may be times when questionnaires, forms, or health assessments need to be completed on-site using a Milestone iPad or device. In these situations, women may be asked to log into their Ava Connect during their visit.
Keeping your login information available helps create a smoother experience, reduces delays, and allows our team to make the best use of your appointment time and support your care experience. For assistance accessing your account, our team is always happy to help.
Ava Connect - Written Communication Expectations
Milestone communicates primarily through Ava Connect and approved communication channels.
Women receiving care through Milestone are asked to review communications, requisitions, laboratory updates, instructions, questionnaires, and recommendations sent through the portal.
Messages are not continuously monitored and should not be used for urgent or emergency concerns.
If you are experiencing an emergency, please call 911 or seek immediate medical attention.
Collaborative Team-Based Care
Milestone is built around a collaborative Centre of Excellence model
Your care journey may include:
• menopause physicians
• registered nurses
• pelvic health professionals
• mental health professionals
• exercise specialists
• additional healthcare providers
Registered nurses and team members may participate in:
• symptom review
• history collection
• validated assessments
• education
• care coordination
• investigations
• preparation for physician appointments
This collaborative model allows physicians to focus appointment time on interpretation, diagnosis, shared decision-making, and individualized treatment planning.
Support Person Policy
Women are welcome to bring a support person to their appointment if desired, and if they feel safe and comfortable doing so.
Examples may include:
• partner
• spouse
• family member
• friend
Why Does Milestone Offer Comprehensive Care Beyond Traditional Visits?
This is one of the most common questions we receive.
All physician consultations and follow-up visits remain publicly funded through Alberta Health.
However, many services that support comprehensive menopause and midlife care are not currently insured within our healthcare system.
Health care already recognizes the value of multidisciplinary care. Diabetes clinics, for example, often include physicians, nurses, diabetes educators, and dieticians working together to support long-term health. Many complex conditions are supported by coordinated teams designed around the needs of the individual.
We believe menopause care deserves the same thoughtful approach.
Women may benefit from:
• detailed symptom review
• validated questionnaires
• breast, bone, and cardiovascular risk assessment
• education and evidence-based resources
• care coordination
• lifestyle and healthy aging guidance
• pelvic health, exercise and mental health pathways
Our goal is not to create more appointments.
Our goal is to bring together the right people, at the right time, so women receive thoughtful, personalized, and coordinated care.
Every woman deserves comprehensive, evidence-based menopause care, not simply symptom treatment.
Milestone’s Comprehensive Midlife Health & Risk Assessment
At Milestone, the Comprehensive Midlife Health & Risk Assessment with a Registered Nurse serves as the foundational first step within our care model.
This assessment was intentionally designed to create the time and space needed to understand symptoms, health history, risk factors, goals, and preventative health opportunities before physician consultation.
For women entering Milestone, completion of the Comprehensive Midlife Health & Risk Assessment is generally required before accessing physician appointments.
This process helps ensure physician visits are focused, personalized, and informed by a comprehensive understanding of your health profile.
An exception may apply to women with an established physician relationship prior to the opening of Milestone Menopause Centre, where care pathways may differ.
Evidence-Based Testing And Treatment Philosophy
Please note that routine menopause care does not routinely involve hormone blood testing, urine hormone testing, or saliva hormone testing. These investigations are not supported by evidence-based menopause medicine or recommended by major menopause societies and therefore are not routinely ordered.
All prescription therapies recommended within Milestone are prescribed using evidence-based standards and current clinical guidance. Therapies prescribed are approved by Health Canada.
Milestone does not routinely prescribe therapies that are:
• compounded and non-standardized
• unregulated
• unsupported by evidence
• inconsistent with current Canadian menopause recommendations
Our care philosophy aligns with recommendations from the Canadian Menopause Society and recognized international menopause organizations.
Current Investment
Current Investment
One Time Introductory Investment: $499
There are no ongoing monthly payments.
Your assessment includes:
- 60-minute in-person assessment with a Registered Nurse trained in menopause and midlife health
- Up to 3 hours of dedicated nursing review, risk assessment, care coordination and physician preparation
- A comprehensive review of your Netcare provincial Electronic Health Record (completed lab and diagnostic information). Please note that we do not order routine hormone testing, urine testing, or saliva testing as these are not supported by evidence-based menopause medicine or by any Menopause Society internationally
- Complete menopause symptom review (20+ validated symptoms)
- Comprehensive review of your symptoms, medical history, medications, family history and health goals
- Evaluation of sleep, mood, cognition, sexual health, pelvic health, bladder health, metabolic health and healthy aging concerns
- Breast, bone and hearth risk assessment
- Use of several validated assessment tool and questionnaires to guide care and monitor outcomes
- Individualized recommendations for investigations and care pathways
- Vital signs and anthropometric measurements are collected
- Collaborative RN-physician review of every assessment
- A welcoming, elevated experience created intentionally for women
- This allows us to thoughtfully review your history, symptoms, risk factors, and goals in detail.
This process allows our team to thoughtfully review your symptoms, history, risk factors, and goals in detail.
Optional Allied Health Services & Program Investment (Designed To Support Your Medical Care)
Pelvic Health Physiotherapy:
Initial Assessment: $225
Follow-up Appointment: $200
Counselling & Psychological Support:
$215 per session
Exercise & Lifestyle Program:
Initial Intake: $120
4-week program: $480
8-week program: $960
Receipts are provided for extended health plans and Health Spending Accounts.
Financial Policy & Payment
Women are responsible for fees associated with uninsured services.
Receipts will be provided for eligible uninsured services and may be submitted to extended health benefit plans or Health Spending Accounts where applicable.
Payment for uninsured services is due at the time services are rendered unless alternate arrangements have been made.
Cancellation & Missed Appointment Policy
Appointments at Milestone involve significantly more than the time spent during the visit itself.
Before your appointment, physicians, registered nurses, and team members often may dedicate substantial time to:
• reviewing your Netcare records
• reviewing validated questionnaires
• reviewing investigations and laboratory results
• preparing care recommendations
• coordinating care pathways
Because of this preparation, and because demand for menopause care is high, reserved appointment times are carefully protected.
More Than 48 Hours' Notice: Appointments cancelled or rescheduled with more than 48 hours' notice will not incur a cancellation fee.
Less Than 48 Hours' Notice: Appointments cancelled or rescheduled with less than 48 hours' notice will be subject to a cancellation fee equal to 50% of the scheduled appointment fee.
Same-Day Cancellations & Missed Appointments: Appointments cancelled on the day of the appointment, or missed without notice, will be subject to a cancellation fee equal to 100% of the scheduled appointment fee.
Exceptional Circumstances: We recognize that serious illness, medical emergencies, hospitalization, family emergencies, severe weather events, and other unforeseen circumstances can occur. In these situations, cancellation fees may be reduced or waived at the discretion of Milestone. Supporting documentation may be requested when appropriate.
Repeat Cancellations: Repeated late cancellations or missed appointments may impact future booking privileges and may require payment at the time of booking for future appointments.
Independent Allied Health Providers: Some allied health professionals practicing within Milestone may operate independent professional practices and may maintain their own cancellation policies. Where applicable, women will be informed of any provider-specific policies before their appointment.
Our Commitment: This policy is designed to honour the time, preparation, expertise, and care coordination invested in every appointment while helping preserve access to care for other women awaiting services.
Thank you for helping us create a respectful and reliable care environment for all women we serve.
Late Arrival Policy
If you are running late, we kindly ask that you contact our Centre as soon as possible. Late arrivals may require rescheduling to maintain quality care and consideration for other women receiving care.
Program Evolution & Pricing Policy
Milestone is an evolving Centre of Excellence.
As programs, educational offerings, technology, and care pathways continue to evolve, appointment structures and pricing may change over time.
Results & Investigation Communication
Normal laboratory and diagnostic results may not always generate direct communication from the Centre.
Significant, abnormal, or urgent findings will be reviewed and communicated as appropriate.
Prescription Refill Policy
Prescription refill requests should ideally be submitted through your pharmacy.
Appointments may occasionally be required.
Because women’s health needs evolve over time, if more than 12 months have passed since your last in-person visit, an updated appointment may be required prior to medication renewal. This allows us to thoughtfully ensure therapies remain safe, effective, and appropriate for your ongoing care journey.
Respectful Environment Policy
Milestone is committed to maintaining a respectful, safe, and welcoming environment for women, guests, clinicians, and team members.
Harassment, threatening behaviour, abusive language, discrimination, or unsafe conduct may result in discharge from care.
Scheduling Changes & Office Closures
Occasionally physician illness, emergencies, weather, office closures, or operational needs may require schedule changes.
Our team will communicate as promptly as possible and work collaboratively to reschedule care.
Growing Together At Milestone
Milestone Menopause Centre is a new and evolving Centre of Excellence built intentionally for women.
As we continue to grow our team, systems, and programs, we remain deeply committed to learning, improving, and delivering the highest quality experience possible.
We kindly ask for your patience and partnership as we grow together.
Every woman who enters our Centre matters to us.
If you have feedback, ideas, suggestions, or concerns about your experience, please contact:
Cassy Hawkins, Director of Experience & Operations at cassy@milestonemenopausecentre.ca
Your voice matters, and we are grateful for the opportunity to support you.
Privacy Consent
Milestone collects, uses, and stores information according to applicable privacy legislation.
Information may be collected and used for:
• healthcare delivery
• investigations and referrals
• communication regarding care
• maintaining medical records
• care coordination
Research Contact & Future Research Participation Consent
As a Centre of Excellence, Milestone seeks not only to provide exceptional care but also to improve the future of menopause healthcare.
Participation in research is entirely voluntary.
As a Centre of Excellence, one of Milestone’s goals is not only to provide exceptional menopause care, but also to contribute to improving the future of menopause healthcare for women.
An important part of this work involves understanding women’s experiences, treatment responses, symptom changes, and long-term outcomes over time.
Throughout your care journey, Milestone may periodically collect questionnaires, symptom assessments, patient experiences, and health outcome information. These regular touch-points help us evaluate care quality, improve programs, better understand the needs of women in midlife, and support future research initiatives focused on menopause and healthy aging.
You may be invited to provide consent or be approached in the future regarding research opportunities that may be relevant to:
• your healthcare needs
• your treatment journey
• your goals of care
• symptom management and outcomes
• menopause and midlife health research initiatives
Studies may include:
• surveys and questionnaires
• observational studies
• quality improvement initiatives
• treatment or intervention studies
• studies designed to better understand the needs and experiences of women during menopause and midlife
Participation in research activities or future research studies is entirely voluntary. Choosing not to participate will not affect your care in any way.
You will only be contacted regarding studies aligned with the care philosophy and goals of Milestone Menopause Centre.