NEW PATIENT ADVICE | TERMS & CONDITIONS OF SERVICE | ESSENTIAL INFORMATION – HEALTH CLEARANCE | FIRST APPOINTMENT DAY | BOOKING APP | BRING DOCUMENTS – INTAKE FORM & INSURANCE INFO
New Patients: getting started
If this is your first visit, it is strongly recommended that you review our clinic policies before booking. Understanding location, service flow and insurance requirements ensures a seamless first appointment.
This page provides the strongly recommended information pertaining to clinical policies and operations.
A consolidation of Terms and Conditions of Service, Pre-appointment checklists - health clearance & appointment day, Clinic info guide and Forms
If this is your first visit, it is strongly recommended that you review our clinic policies before booking. Understanding location, service flow and insurance requirements ensures a seamless first appointment.
This page provides the strongly recommended information pertaining to clinical policies and operations.
A consolidation of Terms and Conditions of Service, Pre-appointment checklists - health clearance & appointment day, Clinic info guide and Forms
Terms and Conditions of Service:
To ensure the highest standard of care and maintain a sustainable practice for all clients, this clinic operates under the following standardized policies. By booking an appointment, you acknowledge that all appointments and fees are your sole responsibility as a condition of service; and all Clinical Policies.
1. Appointment Management & Responsibility
Reserved appointments are limited and valuable. It is the patient’s responsibility to manage their bookings effectively:
This Clinic expects it's patients to be considerate: if they are unable to use their reserved time, that they provide sufficient notification. that the appointment may be used by another patient.
2. 48-Hour Cancellation Policy
We require a minimum of 48 hours' notice for any changes or cancellations to avoid penalties.
3. Missed Appointments & Penalties
The clinic relies on effective communication. Failure to provide adequate notice (less than 48 hours) or failing to show for an appointment ("No-Show") may result in a penalty fee.
4. Insurance & Billing
The onus is on the patient to understand their specific insurance coverage. Regardless of insurance status, the patient is ultimately responsible for ensuring all service fees are covered. See insurance pages for further information
5. Reconciling your account balance
This Clinic's requirements are that balances due must be reconciled with 24-hours to maintain good-standing
6. Receipts
To ensure the highest standard of care and maintain a sustainable practice for all clients, this clinic operates under the following standardized policies. By booking an appointment, you acknowledge that all appointments and fees are your sole responsibility as a condition of service; and all Clinical Policies.
1. Appointment Management & Responsibility
Reserved appointments are limited and valuable. It is the patient’s responsibility to manage their bookings effectively:
This Clinic expects it's patients to be considerate: if they are unable to use their reserved time, that they provide sufficient notification. that the appointment may be used by another patient.
- Be Prepared: Arrive on time for your scheduled session.
- Stay Informed: Please make a personal note of your appointment date and time immediately upon booking.
- Manage your appointment responsible: it is the patient's responsibility
- Update Your Info: Ensure your contact, insurance and health information (cell phone, email, and address) is always current in our system.
2. 48-Hour Cancellation Policy
We require a minimum of 48 hours' notice for any changes or cancellations to avoid penalties.
- Outside of 48 Hours: You may cancel via the online booking system or by leaving a voicemail.
- Within 48 Hours:
- Telephone communication is preferred. Please provide a reason for the late cancellation.
- Texting: If you text during business hours and do not receive an acknowledgement within 1–2 hours, you must leave a voicemail to ensure your message is received.
- Email: In the rare event the voicemail is at capacity, an email notification will be accepted.
3. Missed Appointments & Penalties
The clinic relies on effective communication. Failure to provide adequate notice (less than 48 hours) or failing to show for an appointment ("No-Show") may result in a penalty fee.
- Clinic Discretion: Penalties for late cancellations and no-shows are applied at the clinic’s discretion.
- Account Standing: All fees must be paid in a timely manner to keep your account in good standing.
4. Insurance & Billing
The onus is on the patient to understand their specific insurance coverage. Regardless of insurance status, the patient is ultimately responsible for ensuring all service fees are covered. See insurance pages for further information
- Insurance only pays for appointments you attend.
5. Reconciling your account balance
This Clinic's requirements are that balances due must be reconciled with 24-hours to maintain good-standing
- Payment options: Cash, cheque and etransfer.
- Account Standing: All fees must be paid in a timely manner to keep your account in good standing.
6. Receipts
- Receipts* are issued by request, only when a patient portion has been paid in-full.
- Insurance paid service portion will be noted on a receipt.
- Services (100%) fully paid by Insurance benefits (or a gift certificate) will not get a receipt with exception in the case of "member paid" service and member has to pay provider (RMT), and notation will be specified on the receipt.
- see Forms and Information page.
Essential Information for New Patients - "Health Clearance"
Health & Safety: Communicable Disease Prevention
All Registered Massage Therapy clinics are required to maintain strict protocols to prevent the transmission of infectious diseases. At this clinic, your health and the health of our community are the highest priority.
1. Medical Screening & Respiratory Health
Massage therapy involves close, prolonged contact. If you are experiencing symptoms such as fever, chills, coughing, sneezing, sore throat, headache, or nasal discharge:
2. Skin Integrity & Hygiene
To ensure a safe treatment, patients are expected to maintain proper hygienic care before arriving.
3. Scent-Free Environment
This clinic is a strict scent-free zone. To protect those with sensitivities and allergies, please do not attend the clinic wearing:
4. Current Public Health Orders: There are currently no provincial health orders affecting the operation of Massage Therapy clinics.
Health & Safety: Communicable Disease Prevention
All Registered Massage Therapy clinics are required to maintain strict protocols to prevent the transmission of infectious diseases. At this clinic, your health and the health of our community are the highest priority.
1. Medical Screening & Respiratory Health
Massage therapy involves close, prolonged contact. If you are experiencing symptoms such as fever, chills, coughing, sneezing, sore throat, headache, or nasal discharge:
- DO NOT ATTEND YOUR APPOINTMENT: Please stay home if you are unwell.
- Notify the Clinic Immediately: As soon as symptoms appear, please contact us.
- Outside 48 hours: Cancel via the online system.
- Within 48 hours: Call and leave a message stating, "I must cancel due to illness."
- Post-Visit Notice: If you test positive for COVID-19 within 7 days of attending a session, please inform the clinic.
- Medical Advice: For health concerns or diagnosis, please contact your doctor or consult HealthLink BC (811).
2. Skin Integrity & Hygiene
To ensure a safe treatment, patients are expected to maintain proper hygienic care before arriving.
- Skin Presentation: If you have open sores, rashes, blisters, injection sites, or unusual bruising/discolouration, these areas will not be treated.
- RMT Observations: Your RMT will report any irregular moles or bumps noticed during treatment and may advise you to seek a medical opinion.
3. Scent-Free Environment
This clinic is a strict scent-free zone. To protect those with sensitivities and allergies, please do not attend the clinic wearing:
- Perfumes or colognes
- Strongly scented oils or lotions
- Chemical or smoke-related odours
4. Current Public Health Orders: There are currently no provincial health orders affecting the operation of Massage Therapy clinics.
Essential Information for New Patients - "First Appointment Day"
Welcome to the clinic! To ensure your first visit is smooth and stress-free, please review the following requirements and arrival sequence.
Pre-Appointment Checklist the day of appointment.
Your First Visit: Step-by-Step
1. Payment & Billing
2. Insurance & Documentation
3. Arrival & Building Access
Welcome to the clinic! To ensure your first visit is smooth and stress-free, please review the following requirements and arrival sequence.
Pre-Appointment Checklist the day of appointment.
- Log Your Time: Note your appointment date and time immediately upon booking.
- Find Your Way: Review our Office Location Map and Building Entrance Guide. Allow extra time for travel and paid street parking (see our Contact & Location page for details).
- Payment Ready: We accept Cash, Cheque, or E-transfer. We do not offer debit or credit card services at this time.
- Forms & Info: Download and print your forms from the Forms & MT Information page. Please read the Massage Therapy Information file, which explains treatment disclosures and medical concepts.
Your First Visit: Step-by-Step
1. Payment & Billing
- Patient-Pay Policy: All first appointments (including ICBC) must be paid in full at the time of treatment.
- Balance Reconciliation: Accounts must be settled within 24 hours. A receipt will typically be issued the following business day once the balance is zero.
- Future Bookings: A zero-balance is required to book subsequent appointments.
2. Insurance & Documentation
- Bring Your Cards: Please bring your insurance benefit card(s) and any secondary policy information.
- Signatures: You will need to sign consent forms and declare your primary/secondary claim order during your first visit.
- Advance Qualification: If you provide your insurance details via text/email in advance and meet the necessary conditions (see Insurance Page), you may qualify for direct billing on day one at the RMT’s discretion.
3. Arrival & Building Access
- Location: 69 Nanaimo Avenue East, Unit 207 (Upstairs).
- Timing: Arrive 5–10 minutes early to complete intake forms. Please do not arrive earlier than 10 minutes, as a treatment will likely be in session.
- Entry: If the outside door is locked, ring the doorbell (located to the right of the sign).
- Waiting Area: Proceed quietly to the upstairs shared waiting room. This is a "voice-hushed" zone.
- Door Signs:
- "Please Do Not Disturb": Treatment is in progress; I cannot answer the door or phone.
- "Welcome, Please Knock": I am ready to receive you.
- Arrival & Building Access: see Contact and Location page
4. Your Appointment: includes these elements
and this occurs in the block of time booked, for example 1:00 PM to 2:00 PM, 60-minutes.
- Administration. - forms
- Assessment -
- Evaluation -
- Consultation: We will review your intake forms together, sign required insurance consents, and discuss your specific treatment goals before we begin.
- Treatment
- Patient Education - may include self-help home care
and this occurs in the block of time booked, for example 1:00 PM to 2:00 PM, 60-minutes.
GO TO BOOKING PAGE | GET PATIENT INTAKE FORMS | OFFICE LOCATION MAP BUILDING ENTRANCE | RMT SERVICES | INSURANCE INFO | ICBC INFO
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