Q's Wellness Clinic Policies

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Cancellation Policy

Your appointment time has been set aside exclusively for you. A missed appointment or late cancellation leaves a gap in the therapist’s schedule that could have been filled by another patient. As a result, any cancellations or modifications to your appointment must be made at least 24 hours in advance by phone or email. Patients who cancel or miss an appointment with less than 24 hours notice may be charged a cancellation fee equal to the cost of the missed appointment.

Pre-Screening / Prior to Arrival

• At the time of booking, patients will be notified of their duties. The website will be updated, and the online booking software will send them a copy of the revised COVID-19 procedures.
• The patient must complete the online BC COVID-19 • Symptom Self-Assessment assessment one day prior to their scheduled consultation. If the patient is experiencing any of the COVID-19 symptoms, the massage session must be cancelled and the patient is instructed to stay at home and/or call 8-1-1. During these extraordinary times, late cancellation costs will be eliminated. Clients are asked to bring in their own facemask which MAY be required to be worn during the length of their treatment. If the client does not have a mask upon arrival, one will be made available at no additional charge. All staff members and therapists must complete a BC COVID-19 Self-Assessment on themselves daily and will stay home/cancel appointments if they are experiencing any symptoms.
• Symptoms of Covid-19 are similar to other respiratory illnesses and seasonal allergies. An appointment must be cancelled immediately if either the patient or the therapist presents with even mild symptoms that may be signs of Covid-19 including:

o Fever
o Cough
o Chills
o Shortness of breath
o Sore throat or pain with swallowing
o Stuffy or runny nose
o Loss of sense of smell
o Headache
o Muscle aches
o Fatigue
o Loss of appetite

If you have seasonal allergies or a respiratory disease, please inform your therapist. To protect the therapist from unexpected coughing or sneezing, you will be obliged to wear a mask for the length of your treatment.

Here is the link to the BC COVID-19 Symptoms Self-Assessment tool: https://bc.thrive.health/covid19/en Patients with greater risk profiles and/or compromised immune systems should investigate other options for therapy or postpone it.

Upon Arrival

• Clients will be screened again upon arrival. This will include a series of standard self assessment questions as well as a temperature check with a non-contact thermometer.
• The therapist will assess the results and will either continue with treatment or cancel the appointment.
• Clients will not be charged for any last-minute cancellations.
• Clients will be required to sign an Informed Consent form.
• Masks must be worn within the clinic space. If the client has a mask, they are asked to bring it with them and wear it when they arrive. If the client does not have a mask, a single-use mask will be provided at no additional cost and they will be asked to wear it upon entering the clinic space.

o Fever
o Cough
o Chills
o Shortness of breath
o Sore throat or pain with swallowing
o Stuffy or runny nose
o Loss of sense of smell
o Headache
o Muscle aches
o Fatigue
o Loss of appetite

• Covid-19 Symptoms may range from mild to severe, therefore, patients are required to cancel appointments if they experience what they determine to be ‘just the sniffles,’ ‘seasonal allergies’, or ‘just feel under the weather’ on or before the day of their appointment. This is non-negotiable.
• The BC COVID-19 Symptoms Self-Assessment tool can be found here: https://bc.thrive.health/covid19/en Patients with higher risk profiles and/or weakened immune systems should consider alternatives for care and/or postpone treatment.

Reception Area

• Clients must arrive unaccompanied unless patient is a minor who requires parent/guardian, or infirm and needs assistance.
• Clients are required to wait outside in their car and not in reception – you will receive a call or text when it is time to enter.
• Clients will be greeted at the door for pre-screening and then will be ushered to their treatment room.

After Treatment

• Clients are asked to respect social distancing and sanitization time required by the therapist and will therefore promptly leave the clinic after paying for their appointment or arranging direct billing.

Enhanced Cleaning

• Additional time has been scheduled between patients to allow for thorough cleaning of the treatment room.
• Common areas will be cleaned and disinfected at least twice a day, including the restroom.
• All high touch surfaces will be cleaned and disinfected between patients, regardless of appearances. This includes light switches, doorknobs, POS machine, electronic devices, table surfaces, chairs, stools, faucets, etc.
• The treatment table, table levers, face cradle, lotion bottles will be immediately sanitized after each treatment.
• All linens, including blankets and pillowcases are single use only and will be laundered using high heat, detergent, and bleach between each use.

Personal Protective Equipment

RMTs are governed by The College of Massage Therapists of British Columbia. As per the guidelines released in September 2021: Mask are required by public health authorities in all public indoor settings for individuals aged 5+.
The therapist may decide whether to use additional PPE for themselves and/or for their patient/s.

• Patients must wear a facemask throughout the clinic.
• The therapist must have masks available for patient and their use.
• The therapist must adjust treatment positioning and make other accommodations as required for patient comfort to accommodate patients wearing a mask.
• The therapist may refuse to treat a patient who refuses to wear a mask provided that (1) this is communicated to the patient in advance of the appointment, and (2) the therapist considers accommodations or provides alternatives for patients who are unable to wear a mask.
• It is the therapist’s responsibility to use and clean or replace their mask correctly.
• The therapist may use their professional judgment to decide whether to use other commercially available PPE.

Professional Obligations

• Therapists are required to carry adequate professional liability insurance. Therapists are advised to contact their insurer to determine their coverage for claims related to COVID-19.
• A return to practice protocol does not require RMTs to engage in practice if they individually assess the risk of practice as one they are not prepared to take.
• In the event that a patient alleges they caught COVID-19 from the therapist, the therapist will immediately call public health at 8-1-1 to report the alleged transmission, providing both the name of the RMT and the name and contact details of the patient.
• The patient must agree to the release of this information in order to receive treatment.
• All massage therapy appointments will be cancelled, and the Therapist will cease to provide services until Public Health has investigated and provided direction.
• The therapist will immediately self-isolate until Public Health has investigated and provided direction.
• Asymptomatic transmission of COVID-19 is an unavoidable risk of practice until we as a society acquire “herd immunity”, there is an effective treatment or vaccine against Covid-19.
• We have put into place protocols to help mitigate that risk as outlined in the preceding documentation.
• In the current environment of COVID-19 risk, informed consent requires that the patient be informed and understands that:
• Any massage therapy treatment involves some risk of Covid-19 transmission;
• The therapist is following protocol to help reduce or mitigate risk where possible, but that risk cannot be reduced to zero;
• The patient consents to treatment despite some risk; and
• The RMT documents the patient’s consent.

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