Policies and Procedures

HEALTH FUND PROVIDER NUMBERS
Policy:
Transcend Health and Well-Being will meet the obligations of private health funds to issue receipts with provider numbers for clients. We will not share their provider number with any other therapist, and if we become aware of any misuse of provider numbers, we will report it to the relevant massage association.

Procedures:
• Staff will have relevant qualifications in remedial massage.
• Staff will undertake continuing professional development as outlined by Massage and Myotherapy Australia.
• Staff will maintain public indemnity and liability insurance at the appropriate level.
• Staff will maintain a current first aid certification.
• Staff will issue appropriate receipts with details of services provided.
• Staff will maintain all relevant documentation.
• Transcend Health and Well-Being will register our place of business with health funds and associations.
• Staff will keep up to date with health fund requirements and respond appropriately.

INITIAL CONSULTATION

Policy:
Staff will ensure clients new to the practice are informed and aware of the massage therapy process.

Procedures:
• Staff will request that new clients arrive five minutes early to their first appointment to fill out paperwork and get settled in.
• New client sessions will always begin with a discussion about client health history and reason for attending. Staff will always ensure the client is aware of the massage therapy process and the goals and aims of massage treatment. A plan will be devised before the commencement of treatment and staff will explain what to expect prior to massage commencement and ensure client consent.
• At the conclusion of an initial consultation, staff will discuss any issues identified during the session. With client consent, a long-term treatment plan will be devised, and follow-up appointments scheduled if required.

LATE, CANCELATION AND DID NOT ATTEND (DNA)
Policy:
This policy is intended to encourage staff and clients to be mindful of the massage schedule and respectful of the time of fellow staff and clients.

Procedure:
Late arrival
• If a client arrives late to an appointment the massage will finish at the allocated time and full price will be charged.
Cancellation
• If cancelation or rescheduling occurs less that 24 hours before the appointment, then a $50 fee will be charged.
• If a staff member cancels your appointment they will give as much notice as possible.
DNA (Did Not Attend)
• Failure to attend an appointment will result in a $50 fee being charged. Failure to show on two occasions will result in full payment taken upon booking or refusal to continue to treat.

PROFESSIONAL DEVELOPMENT AND QUALITY ASSURANCE

Policy:
Staff at Transcend Health and Well-Being will commit to maintaining professional development to ensure best practice.

Procedures:
• Transcend Health and Well-Being will maintain registration and membership with Massage and Myotherapy Australia.
• All staff will have a minimum Certificate IV in Massage Therapy Practice.
• Staff will maintain first aid qualifications as required.
• Staff will continually improve professional practice by attending workshops and networking events.
• Transcend Health and Well-Being will ensure all relevant insurance is maintained and updated.

PRODUCTS
Policy:
Transcend Health and Well-being will ensure that clients are protected from false and misleading representation of the usefulness of massage products used in the clinic.

Procedures:
• Staff will use all products safely and in accordance with product protocols.
• Clients have the right to an informed choice about product use and staff will answer all client questions with honesty.
• Only reputable products will be used in the clinic.
• Client’s health information is taken into consideration when using products in the clinic.
• Clients have the right to refuse to be treated with any product at any point during their treatment.

CONFIDENTIALITY AND PRIVACY

Policy:
Transcend Health and Well-being is committed to ensuring client private health information is protected, as is their right by law.

Procedures:
Staff at Transcend Health and Well-Being will ensure:
• Clients understand why their health information is gathered.
• Information that is gathered is relevant to massage treatment.
• Information gathered will only be from the client unless authorisation is given to source information from outside parties.
• Information will only be shared with outside parties if permission is given by the client.
• Client information is recorded accurately and kept up to date.
• Clients can access and amend their information upon request.
• Compliancy with the privacy act is maintained and breaches of this act will be investigated.
• Client information is stored securely for 7 years after the last treatment.

INFORMED CONSENT

Policy:
Transcend Health and Well-Being will ensure clients are aware of and consenting to treatment plans, protocols, and techniques prior to commencement of treatment.

Procedures:
• Clients have the right to remove their consent at any time.
• Staff have the right to refuse to treat clients at any time.
• Staff will use clear and appropriate language to ensure clients understand treatment protocols.
• The client must be made aware of the costs associated with treatment prior to the commencement of treatment.
• Clients must consent to provide their health information.
• Verbal consent must be obtained prior to any physical assessment and clients should not be asked to perform unnecessary assessments.
• Consent must be given prior to referral to another health care professional and referral letters will be given directly to the client.

CLIENT RIGHTS

Policy:
Transcend Health and Well-Being is responsible for creating a non-discriminatory, safe and professional environment.

Procedures:
Clients of Transcend Health and Well-Being have the right to:
• Refuse or stop treatment at any point.
• Request specific treatments within the scope of the practice to be provided.
• Request for change in pressure during treatment.
• Feel safe when receiving treatment.
• Receive treatment in a clean, hygienic environment.
• Receive duty of care from staff at Transcend Health and Well-Being.
• Have their privacy and confidentiality maintained.
• Be made aware of the cost of treatment prior to the commencement of treatment.
• Request to see staff qualifications and polices.
• Give feedback and/or address any issues about staff conduct.
• View or obtain their own health records.

SECURE ENVIRONMENT

Policy:
Transcend Health and Well-Being will ensure the relevant procedures to ensure client safety are maintained in the clinic at all times.

Procedures:
Staff at Transcend Health and Well-Being will:
• Maintain insurance to practice as a massage therapist.
• Only work within our scope of practice.
• Always work ethically and professionally.
• Comply with hygiene standards.
• Check comfort levels during treatment.
• Abide by the law.
• Ensure an evacuation procedure is in place.
• Ensure electrical equipment is regularly tested.
• Ensure young children will not be left unsupervised.

INFECTION CONTROL, HYGEINE AND CROSS-CONTAMINATION
Policy:
Staff at Transcend Health and Well-being will commit themselves to the highest standards of practice and will ensure that the health, safety and wellbeing of our clients is always maintained. All infection control and hygiene protocols applicable to a professional Massage Therapy clinic will be implemented.

Procedures:
• Linen will be stored in a manner that will ensure its cleanliness at time of use.
• All used/soiled linen will be removed from massage clinic after each massage and laundered.
• All linen is single-use only and will be replaced between each client.
• Products such as oils and creams will be stored in an appropriate container and applied in a way that prevents cross contamination, such as the use of a disposable spatula.
• Staff will always maintain personal hygiene.
• Staff will wash and dry hands before and after each client, using hot water and soap.
• Staff will wash and dry hands after using the bathroom, using hot water and soap.
• Staff will ensure hands and wrists are free of jewellery during treatment and we will ensure that fingernails are always kept short and clean.
• Any exposed areas of the massage table/chair will be cleaned and disinfected after each client.
• Clients who display signs of illness that indicate that treatment may be detrimental to their health, or the health of others will not be treated.
• Staff may wear latex-free gloves during the treatment session to protect both the client and therapist at their discretion.
• Staff will always wear gloves in the event either client or therapist displays broken skin.

COVID-19
Policy:
Transcend Health and Well-Being will follow all relevant infection control practices to ensure a safe environment in the treatment of clients during the Covid-19 pandemic to be best of their ability.

Procedures:
Staff at Transcend Health and Well-being will:
• Ensure all staff have received two doses of the Covid-19 vaccine and are up to date with booster shots.
• Ensure staff wear surgical masks during treatment and when in the presence of clients.
• Keep accurate records of all persons visiting the clinic and require all clients to check in on arrival.
• Ensure all persons entering the clinic sanitise their hands upon arrival.
• Clean the treatment room with disinfectant products between each treatment.
• Use hand sanitiser prior to treatment.
• Ensure staff do not practice if they are experiencing Covid-19 symptoms.
• Reschedule client appointments at no extra charge in the event of client non-attendance due to Covid-19 symptoms.
• Alert all relevant persons asap in the event the clinic should become an exposure site.

In return, Transcend Health and Well-Being requests that clients do the following to ensure a safe environment for all staff and clients:
• Reschedule their appointment asap if they are experiencing Covid-19 symptoms.
• Check in on arrival.
• Sanitise their hands on arrival.
• Inform Transcend Health and Well-Being asap should they return a positive Covid-19 test in the two weeks after they have last attended the clinic.

RECORD KEEPING
Policy:
Client information records will be up-to-date and stored and maintained in confidence.

Procedures:
• Health information will be password protected.
• Clients will have individual health files and all health history treatment and advice will be documented in a chronological order.
• No unauthorised access to client information will be given.
• Clients can access their health information without reasonable delay or expense.
• All health records will be stored for 7 years after the last treatment and for minors up until the age of 25.
• Disposal of health records will preserve the confidentially of clients.

WORKING WITH MINORS AND REPORTING

Policy:
Staff at Transcend Health and Well-Being will follow all relevant protocols when working with minors.

Procedures:
• Minors must have a parent or guardian consent prior to treatment.
• Staff will comply with the QLD legislation, association guidelines, code of ethics and standards of practice for the treatment of minors.
• Minors will have the right to terminate treatment at any point.
• Minors must have consent of a parent or guardian prior to treatment.
• A parent or guardian is to be present at all times during the consultation and treatment of minors.
• Draping will ensure the modesty of a minor and boundaries respected to ensure dignity and modesty.
• Minors will have the right to access their health records.
• Age-appropriate terminology will be used when treating minors.
• Minors have the right to understand the proposed treatment and refuse treatment.
• If child abuse is suspected, then staff will report this to the department of child protection.

WORKING WITH VULNERABLE CLIENTS

Policy:
Staff will be trained to identify vulnerable clients and apply relevant steps outside of standard procedure to assist.

Vulnerability groups:
Whilst not all clients in these groups may be vulnerable, we will consider a client’s individual circumstances where a potential vulnerability is identified. These groups may include, but are not restricted to:
• Clients with communication difficulties (including learning difficulties and English as an additional language, dyslexia).
• A client with a reduction in physical or mental capacity.
• Client with health issues—illness, whether physical or mental illness, severe or long term.
• A sudden diagnosis of serious illness to the client or close family member.
• Personal circumstances of the client – factors such as financial difficulties, bereavement, caring responsibilities, or redundancy.
• The client’s age particularly older and younger people. For example, a younger person may be considered inexperienced, and the older person may be less technologically able.

If you believe you may fit the criteria for a vulnerable client, please read this policy and notify us immediately as to how we can assist you.

Procedure:
As soon as staff believe they may be engaging with a vulnerable client, whether through identification or client identification, staff will:
• Immediately make a record of this and ensure they adhere to policy.
• Provide additional opportunities for the client to ask questions about the information staff have provided.
• Continuously seek confirmation that the client has understood the information that has been provided.
• Ask if there is anybody with the client who is able to assist. If not, and staff believe this will be beneficial, staff will arrange to continue at another time.
• Offer client the opportunity for further consideration before the completion of a transaction.

If staff cannot assist a client, staff will try and recommend alternative options.

SCOPE OF PRACTICE

Policy:
Staff at Transcend Health and Well-being will remain within their scope of practice when providing treatment at all times.

Procedures:
Staff at Transcend Health and Well-Being understand that their scope of practice includes:
• Gaining consent to information collection, assessment, and treatment.
• Taking accurate and comprehensive client history to ensure safe treatment is applied and referring when needed.
• Performing a health assessment before starting treatment.
• Negotiate treatment with clients prior to commencing treatment and only applying treatment that is understood and agreed upon.
• Advise clients on possible reactions post treatment and self-care to support treatment.
• Ensure client modesty is maintained throughout treatment through correct draping.
• Applying first aid if needed.

Staff understand that the following is not in their scope of practice:
• Prescribe medication
• High velocity thrust manipulation
• Claim to heal or cure a client’s condition

PROFESSIONAL BOUNDARIES

Policy:
Staff at Transcend Health and Well-Being will ensure professional boundaries are maintained at all times.

Procedures:
• Staff will ensure client consent to assessment, tests, and treatment and ensure the aforementioned is clearly explained.
• Client modesty and privacy is maintained through appropriate draping and communication.
• Personal disclosure will be limited to only that which is necessary to offer comfort and support to the clients and excludes personal details or expression of feelings.
• Treatment will only be applied to consented areas.
• Treatment will be respectful of personal belief systems.
• Treatments will be thoroughly documented.
• Appropriate language will be used to ensure clients fully understand treatment protocols.
• Staff will not practise under the influence of drugs, alcohol, or infection.
• Neat, clean, and modest attire will be worn by staff when treating clients.

DRAPING

Policy:
Staff will ensure that clients feel safe and protected from being overly exposed during treatment.

Procedure:
Staff will abide by following to ensure welfare, security, privacy, modesty and warmth are maintained:
• Clients will be asked to leave underwear on during massage.
• Only the area being treated will be exposed when receiving massage.
• All linen is only used once and then laundered at high temperature after each treatment.
• Staff will ensure that clients are comfortable and warm.
• Draping is adjusted quickly and efficiently to minimise exposure to the client.
• Staff will leave the room while client undresses.
• Breasts and genitals will be securely draped.
• Staff will give clear instructions to clients when working in intimate areas and treatment is provided to the edge of draping.
• Staff will adapt treatment should a client wish to remain clothed.
• No computers, phone or photographic devices will be used during treatment.

CLIENT COMPLAINTS & REFUNDS

Client Complaints

Policy:
Clients have the right to lodge either a formal or informal complaint.

Procedure:
The process for making a complaint is:
• Via email at thwb.iinet.net.au
• Discuss issue with staff directly either face to face or by phone 0409440248
• To lodge a formal complaint you can do so by contacting Massage & Myotherapy Australia https://www.massagemyotherapy.com.au/Consumers/Ethics-and-Complaints

Situations that may constitute a complaint are:
• Injury or worsening of condition due to treatment or inappropriate advice.
• Treatment was not provided as agreed
• Sexual harassment—inappropriate touching or conversation
• Inappropriate draping leading to client modesty not being maintained.
• Breaches in client rights policy.
• Discrimination.
• Claims by staff to heal or fix condition or treatment outside of staff scope of practice.
• Being offered sexual services.
• Intimidating or aggressive behaviour.
• Unsafe or unhygienic environment.

Refunds
• Transcend Health and Well-Being will issue clients a full refund should they be dissatisfied with treatment due to the aforementioned issues discussed above in ‘client complaints’.
• Should a client be dissatisfied with quality of treatment within the first 15 minutes of service, they may request for the massage to cease, and they may leave with no payment necessary. If the client does not request for the massage to cease within the first 15 minutes, full payment will be required.

AMENDMENT OF POLICIES AND PROCEDURES

• Transcend Health and Well-Being reserves the right to modify, change, or terminate any such policy or procedure in its sole discretion and without prior notice.