This page is where all the expansive information regarding policies and procedures at this Clinic:
The Clinic has a responsibility to its patients, and it's self. This elaboration ensures transparency and informs all patients regarding this Clinic's Operations and Policy as respect to business and patient relationships. It ensures all patients are treated as equally as possible within specific situation(s).
page index - THIS PAGE CONTENT IS under REVISION
Parts i) - Introductory comments
Part ii) - The State Massage Therapy in Penticton, this Clinic, and RMT Service Availability
Part iii) - Parking, Clinic location and access door.
Part iv) - Appointment time management advice - add text
Part v) - Directions and Location Advice - add text
Part vi)
Part 1: Clinic Communication
Parts 2 to 3: Patient Responsibilities
REVISION follows...add text
Part 2 (a): Patient Account Information Management
Part 2 (b): Patient Management of Appointments, basic notes
Part 2 (c): Patient Communications with Clinic
Part 3: Patient attendance issues, especially "no-shows", and the "48-hour Policy"
Part 4: Operational flow, simplified (fees, and payment), Booking Management & Issues, Appointment notifications, Wait-list
Part 5: BC Health Authority Notifications and Instructions - see ...
Part 6: Notes on Advertising and reviews
Part 7: Restrictions due to Clinic Policy Violations and or Regulatory Infractions (un-resolvable violations)
Part 8: The Governance of the Health Care Profession of Massage Therapy
The Clinic has a responsibility to its patients, and it's self. This elaboration ensures transparency and informs all patients regarding this Clinic's Operations and Policy as respect to business and patient relationships. It ensures all patients are treated as equally as possible within specific situation(s).
page index - THIS PAGE CONTENT IS under REVISION
Parts i) - Introductory comments
Part ii) - The State Massage Therapy in Penticton, this Clinic, and RMT Service Availability
Part iii) - Parking, Clinic location and access door.
Part iv) - Appointment time management advice - add text
Part v) - Directions and Location Advice - add text
Part vi)
Part 1: Clinic Communication
Parts 2 to 3: Patient Responsibilities
REVISION follows...add text
Part 2 (a): Patient Account Information Management
Part 2 (b): Patient Management of Appointments, basic notes
Part 2 (c): Patient Communications with Clinic
Part 3: Patient attendance issues, especially "no-shows", and the "48-hour Policy"
Part 4: Operational flow, simplified (fees, and payment), Booking Management & Issues, Appointment notifications, Wait-list
Part 5: BC Health Authority Notifications and Instructions - see ...
Part 6: Notes on Advertising and reviews
Part 7: Restrictions due to Clinic Policy Violations and or Regulatory Infractions (un-resolvable violations)
Part 8: The Governance of the Health Care Profession of Massage Therapy
Part i) The Introduction
The “Big Info and How To” page, is verbose on purpose. It describes many of the operational scenarios at this clinic and based upon patient behaviour and clinic responses – expectations and responsibilities. These is where and how policies are applied.
Part ii) The State Massage Therapy in Penticton, this Clinic, and RMT Service Availability
Massage Therapy, limited RMTs in Penticton, and a scarce resource.
There are some 40 Registered Massage Therapists (registrants are RMTs) practising massage therapy in Penticton. Many of them have been practising for many years and are no longer accepting new patients.
May be 25% of RMTs, are accepting new patients. Some have long waits for availability. I may have shorter waits than most.
This Clinic does direct billing as per conditions set out on Insurance page. However, many do not do direct-billing of insurance benefits. Only “registrants” practice massage therapy and can bill third-party insurance companies. “Registrants, or RMTs” are members of the College of Massage Therapy of B. C. within the new amalgamated College of CCHPBC.
This clinic takes ICBC under specified conditions; but does not take any work-related injuries that involve Work Safe BC. Only a few clinic take ICBC patients and even less take WorkSafeBC.
All RMTs and clinics take your “attendance” seriously as a business that is based upon “reserved” appointment times and due to limited access for health care residents face for this service. This makes appointment times a scarce resource. This is the most basic expectation that the patient arrives on time for their appointment. Remember these are medical appointments.
Absenteeism seriously prevents access to this limited resource for all patients and undermines both the RMTs and Clinic business. RMTs and clinics likely will assess absenteeism with a “No- show” penalty. All clinics have a policy regarding this issue.
This Clinic has provided transparency of Policy and Operations
www.johnmassagetherapy.com
My website is purposely verbose to provide you with all the information required to understand this business, it’s operations and polices, that balances the business and patient interests in fair manner for all. This transparency attempts to ensure that all patients are treated similarly.
Massage Therapy operated as a business under the Health Professions and Occupations Act, part of BC Ministry of Health.
The website provides page headings titles that describe the theme of information presented on each page. The “home” page is the most likely first contact. It provides basic information and make a suggestion to go to the “clinic information guide” page; which in turn provides guidance to the minimal information required to understand this clinic’s operations.
“Terms and Conditions of Service” is noted in close proximity to all “BOOK NOW” buttons, that booking means you have accepted by booking. These is echoed with the booking website (Schedulicity) descriptions of services and booking confirmation emails too.
Since RMT clinics are under the Health Professions and Occupations Act, they practice disease prevention. There is a recommended page, “Pre Appointment Check List” page prior to your appointment.
It is strongly recommended to look up the building entrance and location on my website, Contact & Location page, before attending your First Appointment
All "lates" have not prepared before hand by checking location, parking and so forth. Using Google or Apple apps to get directions without the preparation has contributed to the majority of lates!
The “Insurance” page explains the conditions regarding direct-billing at this Clinic. Whereas ICBC and WorkSafeBC are on their own separate page as they are treated differently.
RMT Services Penticton page describes how the services are differentiated. RMT techniques are described on the “Forms and Information” page. All forms required for first appointment are provided on this page.
Part iii) – Down Town parking and Building Access and Location Information
Penticton Down Town – Parking.
The downtown area has mostly pay parking. Some are both coin and web-based payments on Nanaimo, Backstreet Blvd, and Robinson Street. About $2.00 per hour. However, at 4:00 PM the Nanaimo parking lot with one entrance on Backstreet Blvd is free. My website includes a map of the area on the Contact & Location page.
The Building – 69 Offices Upstairs, Stairs, Waiting Room, and Access Door.
The building is located in Penticton, BC on Nanaimo East and the corner of Backstreet Boulevard, just east of Main Street. The address is 69 Nanaimo Avenue East.
It is directly across from Il Vecchio Delicatessen (on Robson Street) and the Royal Back parking lot on Nanaimo Avenue East. The building has multiple offices on the second floor which includes my Clinic.
The building address is 69 Nanaimo Avenue East and the entrance is a sliver recessed door labelled, “69 Offices Upstairs”, just left of the Pawn shop. Or to the right of the Brit Bar entrance. The Offices are on the second floor and only accessible by stairs.
The building has a lockable door with a door bell (to the right of the sign) for access. If it is locked, then ring the doorbell. Please note: if you came too earlier I may not be able to assist you, as I am with patient. Around 10-minutes prior to the start time of your appointment, I should be able to render assistance.
Furthermore, the upstairs has a shared waiting room at the top of the stairs. The building is considered a non-smoking environment and also has CCTV, a secure door access, and locked access washrooms. Each office has washroom access keys available for patrons.
My Clinic – suite 207.
Unit or suite 207 locked just to the sharp right of the door at the top of the stairs. In my case, my Clinic door is locked when a treatment is in progress. There is a door-knob sign the indicates safe times to knock, green back ground with the words “Welcome Please Knock. Thank you”; whereas a black background with the words “Please Do not Disturb”.
Shared waiting lounge if you arrive before your appointment. If you are new and your therapist comes out of their suite, please announce yourself to them.
Appointment times, arriving too early, and announcing yourself to your RMT.
It is expected if you come too earlier for your appointment that you will wait in the waiting lounge till either the RMT greets you or the door sign “Welcome Please knock. Thank you” is displayed. Then it is considered okay to knock on the door. Your RMT should greet in momentarily.
Please do not knock on the door if more than 15 -minutes early as a patient and treatment are in progress. In addition, the RMT will not answer the door or telephone when a patient is in treatment.
If you have not been retrieved you at 5-minutes before your appointment. Then please knock on door. The RMT will momentarily greet you.
The “Big Info and How To” page, is verbose on purpose. It describes many of the operational scenarios at this clinic and based upon patient behaviour and clinic responses – expectations and responsibilities. These is where and how policies are applied.
Part ii) The State Massage Therapy in Penticton, this Clinic, and RMT Service Availability
Massage Therapy, limited RMTs in Penticton, and a scarce resource.
There are some 40 Registered Massage Therapists (registrants are RMTs) practising massage therapy in Penticton. Many of them have been practising for many years and are no longer accepting new patients.
May be 25% of RMTs, are accepting new patients. Some have long waits for availability. I may have shorter waits than most.
This Clinic does direct billing as per conditions set out on Insurance page. However, many do not do direct-billing of insurance benefits. Only “registrants” practice massage therapy and can bill third-party insurance companies. “Registrants, or RMTs” are members of the College of Massage Therapy of B. C. within the new amalgamated College of CCHPBC.
This clinic takes ICBC under specified conditions; but does not take any work-related injuries that involve Work Safe BC. Only a few clinic take ICBC patients and even less take WorkSafeBC.
All RMTs and clinics take your “attendance” seriously as a business that is based upon “reserved” appointment times and due to limited access for health care residents face for this service. This makes appointment times a scarce resource. This is the most basic expectation that the patient arrives on time for their appointment. Remember these are medical appointments.
Absenteeism seriously prevents access to this limited resource for all patients and undermines both the RMTs and Clinic business. RMTs and clinics likely will assess absenteeism with a “No- show” penalty. All clinics have a policy regarding this issue.
This Clinic has provided transparency of Policy and Operations
www.johnmassagetherapy.com
My website is purposely verbose to provide you with all the information required to understand this business, it’s operations and polices, that balances the business and patient interests in fair manner for all. This transparency attempts to ensure that all patients are treated similarly.
Massage Therapy operated as a business under the Health Professions and Occupations Act, part of BC Ministry of Health.
The website provides page headings titles that describe the theme of information presented on each page. The “home” page is the most likely first contact. It provides basic information and make a suggestion to go to the “clinic information guide” page; which in turn provides guidance to the minimal information required to understand this clinic’s operations.
“Terms and Conditions of Service” is noted in close proximity to all “BOOK NOW” buttons, that booking means you have accepted by booking. These is echoed with the booking website (Schedulicity) descriptions of services and booking confirmation emails too.
Since RMT clinics are under the Health Professions and Occupations Act, they practice disease prevention. There is a recommended page, “Pre Appointment Check List” page prior to your appointment.
It is strongly recommended to look up the building entrance and location on my website, Contact & Location page, before attending your First Appointment
All "lates" have not prepared before hand by checking location, parking and so forth. Using Google or Apple apps to get directions without the preparation has contributed to the majority of lates!
The “Insurance” page explains the conditions regarding direct-billing at this Clinic. Whereas ICBC and WorkSafeBC are on their own separate page as they are treated differently.
RMT Services Penticton page describes how the services are differentiated. RMT techniques are described on the “Forms and Information” page. All forms required for first appointment are provided on this page.
Part iii) – Down Town parking and Building Access and Location Information
Penticton Down Town – Parking.
The downtown area has mostly pay parking. Some are both coin and web-based payments on Nanaimo, Backstreet Blvd, and Robinson Street. About $2.00 per hour. However, at 4:00 PM the Nanaimo parking lot with one entrance on Backstreet Blvd is free. My website includes a map of the area on the Contact & Location page.
The Building – 69 Offices Upstairs, Stairs, Waiting Room, and Access Door.
The building is located in Penticton, BC on Nanaimo East and the corner of Backstreet Boulevard, just east of Main Street. The address is 69 Nanaimo Avenue East.
It is directly across from Il Vecchio Delicatessen (on Robson Street) and the Royal Back parking lot on Nanaimo Avenue East. The building has multiple offices on the second floor which includes my Clinic.
The building address is 69 Nanaimo Avenue East and the entrance is a sliver recessed door labelled, “69 Offices Upstairs”, just left of the Pawn shop. Or to the right of the Brit Bar entrance. The Offices are on the second floor and only accessible by stairs.
The building has a lockable door with a door bell (to the right of the sign) for access. If it is locked, then ring the doorbell. Please note: if you came too earlier I may not be able to assist you, as I am with patient. Around 10-minutes prior to the start time of your appointment, I should be able to render assistance.
Furthermore, the upstairs has a shared waiting room at the top of the stairs. The building is considered a non-smoking environment and also has CCTV, a secure door access, and locked access washrooms. Each office has washroom access keys available for patrons.
My Clinic – suite 207.
Unit or suite 207 locked just to the sharp right of the door at the top of the stairs. In my case, my Clinic door is locked when a treatment is in progress. There is a door-knob sign the indicates safe times to knock, green back ground with the words “Welcome Please Knock. Thank you”; whereas a black background with the words “Please Do not Disturb”.
Shared waiting lounge if you arrive before your appointment. If you are new and your therapist comes out of their suite, please announce yourself to them.
Appointment times, arriving too early, and announcing yourself to your RMT.
It is expected if you come too earlier for your appointment that you will wait in the waiting lounge till either the RMT greets you or the door sign “Welcome Please knock. Thank you” is displayed. Then it is considered okay to knock on the door. Your RMT should greet in momentarily.
Please do not knock on the door if more than 15 -minutes early as a patient and treatment are in progress. In addition, the RMT will not answer the door or telephone when a patient is in treatment.
If you have not been retrieved you at 5-minutes before your appointment. Then please knock on door. The RMT will momentarily greet you.
Part iv)
Part 1 - the Clinic
The clinic is located in Penticton, BC, upstairs at the corner of Nanaimio Avenue East and Back Street Boulevard. It's hours of operations are weekdays as indicated on Google search profile and subsequent websites - www.johnmassagetherapy.com and the clinic's booking application profile, on Schedulicity. However, the booking application will take precedence in availability.
The clinic accepts mail, email, and website email form, and telephone communications via text and voice including voice mail. However, for urgent matters voice communications is superior and most effective. whereas, text, and email forms are not 100% reliable. See next paragraph for further explanation.
The Clinic does not have any additional administrative or office staff. So, often the office phone will go to voicemail. The Clinic will respond to all voicemail within business hours either the day of or the next day. Furthermore, the RMT can not answer the phone during a patient treatment nor can they answer the door. Please do not attend the clinic too early, in excess of 10 minutes prior to your appointment. If you do so, then please wait in the patient lounge quietly till the RMT greats you or at the door knob sign indicates "welcome please knock".
Part 1 (a) General Clinic Communication I
The Clinic accepts the following communication methods – mail, email including an online form, mobile cellular phone, text and voice. The Clinic will endeavour to respond incoming communications via the same mode or method as the incoming method.
However, in some circumstances the clinic may specify preferred communications method and may use multiple methods for outgoing communications. In certain circumstances or scenarios will describe the communication sequence and prefer methods of.
It is a policy condition for current up-to-date patient information be provided to the clinic. This patient contact information is required for either the appointment booking and upon first appointment within the Patient Intake Form. The onus is the patients to ensure it is accurate and kept up to date. This is paramount for effective communications.
Part 1 (b) Clinic Communication – urgent matters.
Urgent matters – any issues around appointment attendance and absenteeism within 48-hours of appointment. This includes being late, late cancellations, and absenteeism (no-show) and these are matters, that policy requires communication from patient.
The online Booking System will not allow appointment modifications within the 48-hours. You must call the Clinic.
Primary Communication Mode – voice.
The Clinic expects and prefers voice communication in matters of urgency. In the event that the Clinic can not answer a voice mail is an expected extension of voice communications.
However, in the rare event that voice mail is at capacity (full) then the next sequence of communications are the secondary modes.
Secondary Communication Modes – text (preferred), and email is acceptable. Your must use by clinic email address, for communications and etransfer.
Note: Do not reply to booking system notifications – texts and emails – as the Clinic will not receive them.
Part 1 (c) Clinic Communication – non-urgent matters.
Non-Urgent matters – general inquiries and communications with the Clinic. Email, text, online form on Location & Contact page, and voice communications are acceptable.
Note online booking can be cancelled or rebooked online without reason, as long as done out side of the 48-hour policy. The online Booking System will not allow appointment modifications within the 48-hours. You must call the Clinic. The Clinic is available to assist in all appointment matters received via all communications modes. If the Clinic has been requested to assist. Then the Clinic will confirm in an appropriate manner. If you have not received a reply during business hours. Then it is suggested to leave a voice mail.
Note: Do not reply to booking system notifications – texts and emails – as the Clinic will not receive them.
Part 1 (d): General and Booking System Automated Communications
The Clinic will endeavour to confirm, acknowledgement to all patient communications and or respond to such, as needed.
If the matter is urgent, then the clinic prefers telephone communications. Voicemail is available and if not. Then secondarily forms of communications may include text and email, preferred for non-urgent matters. Remember all effective communication will receive some kind of reply from the clinic in a timely manner during business hours. And non-urgent matters can be communicated via the online form on the Contact & Location page
Further clinic/RMT communications with patient around booking & account information provided by the patient information, such as the booking account information, patient intake forms and insurance forms. It is the patient's responsibility to ensure this information is accurate and updated, in order as the clinic may at some future time have a need to contact the patient. Patient account information must contain required information noted on the patient intake form. Especially telephone, a cellular number that has text communications capability as well as a physical and email addresses.
Booking communications online is automated.
It is the responsibility of the patient to manage appointments. It is advisable to make note of the appointment (date & time) at the time of booking.
And note not to reply to either the email or text appointment notifications, since the Clinic will not get them. Call the clinic to communicate regarding urgent manners.
All successful bookings on the booking website (www.schedulicity.com) get a confirmation popup message in a green back ground colour stating, “Your booking with John Forsyth RMT has been confirmed”. If these does not happen. Then you missed a step likely “Book My Visit”.
In addition, you will receive a booking confirmation email and a text message, if you “opted-in” to do so. Booking confirms sent to the information you enter in your “online account” profile.
Post-booking confirmations occur within a few minutes of booking. If you have not received your confirmation (typically much less than 1-hour), then contact the clinic to confirm booking and account information.
Furthermore, do not rely solely, on these notifications for your time (appointment) management as they are not infallible. And are only offered as a courtesy on the terms the clinic assumes no responsibility for patient tardiness or absentee. It is a term and condition of service, included in the patient intake form and booking online.
Although, 72-hour notifications are sent out, typically to email and or text addresses (as the patient set-up in advance during booking) in advance of the 48-hour cancellation notification requirement. It is suggested not to entirely reply on this form of communications as the clinic has no control over the booking system, nor the multitude internet providers which are not infallible.
Please note that the 'system' notifications come from a "no reply" email address and if you do reply or use that system email for communications. I will not get that message. Instead, you need to use the clinic's preferred methods of communications - telephone for urgent matters and for non-urgent matters, text, email and website email form.
The clinic is located in Penticton, BC, upstairs at the corner of Nanaimio Avenue East and Back Street Boulevard. It's hours of operations are weekdays as indicated on Google search profile and subsequent websites - www.johnmassagetherapy.com and the clinic's booking application profile, on Schedulicity. However, the booking application will take precedence in availability.
The clinic accepts mail, email, and website email form, and telephone communications via text and voice including voice mail. However, for urgent matters voice communications is superior and most effective. whereas, text, and email forms are not 100% reliable. See next paragraph for further explanation.
The Clinic does not have any additional administrative or office staff. So, often the office phone will go to voicemail. The Clinic will respond to all voicemail within business hours either the day of or the next day. Furthermore, the RMT can not answer the phone during a patient treatment nor can they answer the door. Please do not attend the clinic too early, in excess of 10 minutes prior to your appointment. If you do so, then please wait in the patient lounge quietly till the RMT greats you or at the door knob sign indicates "welcome please knock".
Part 1 (a) General Clinic Communication I
The Clinic accepts the following communication methods – mail, email including an online form, mobile cellular phone, text and voice. The Clinic will endeavour to respond incoming communications via the same mode or method as the incoming method.
However, in some circumstances the clinic may specify preferred communications method and may use multiple methods for outgoing communications. In certain circumstances or scenarios will describe the communication sequence and prefer methods of.
It is a policy condition for current up-to-date patient information be provided to the clinic. This patient contact information is required for either the appointment booking and upon first appointment within the Patient Intake Form. The onus is the patients to ensure it is accurate and kept up to date. This is paramount for effective communications.
Part 1 (b) Clinic Communication – urgent matters.
Urgent matters – any issues around appointment attendance and absenteeism within 48-hours of appointment. This includes being late, late cancellations, and absenteeism (no-show) and these are matters, that policy requires communication from patient.
The online Booking System will not allow appointment modifications within the 48-hours. You must call the Clinic.
Primary Communication Mode – voice.
The Clinic expects and prefers voice communication in matters of urgency. In the event that the Clinic can not answer a voice mail is an expected extension of voice communications.
However, in the rare event that voice mail is at capacity (full) then the next sequence of communications are the secondary modes.
Secondary Communication Modes – text (preferred), and email is acceptable. Your must use by clinic email address, for communications and etransfer.
Note: Do not reply to booking system notifications – texts and emails – as the Clinic will not receive them.
Part 1 (c) Clinic Communication – non-urgent matters.
Non-Urgent matters – general inquiries and communications with the Clinic. Email, text, online form on Location & Contact page, and voice communications are acceptable.
Note online booking can be cancelled or rebooked online without reason, as long as done out side of the 48-hour policy. The online Booking System will not allow appointment modifications within the 48-hours. You must call the Clinic. The Clinic is available to assist in all appointment matters received via all communications modes. If the Clinic has been requested to assist. Then the Clinic will confirm in an appropriate manner. If you have not received a reply during business hours. Then it is suggested to leave a voice mail.
Note: Do not reply to booking system notifications – texts and emails – as the Clinic will not receive them.
Part 1 (d): General and Booking System Automated Communications
The Clinic will endeavour to confirm, acknowledgement to all patient communications and or respond to such, as needed.
If the matter is urgent, then the clinic prefers telephone communications. Voicemail is available and if not. Then secondarily forms of communications may include text and email, preferred for non-urgent matters. Remember all effective communication will receive some kind of reply from the clinic in a timely manner during business hours. And non-urgent matters can be communicated via the online form on the Contact & Location page
Further clinic/RMT communications with patient around booking & account information provided by the patient information, such as the booking account information, patient intake forms and insurance forms. It is the patient's responsibility to ensure this information is accurate and updated, in order as the clinic may at some future time have a need to contact the patient. Patient account information must contain required information noted on the patient intake form. Especially telephone, a cellular number that has text communications capability as well as a physical and email addresses.
Booking communications online is automated.
It is the responsibility of the patient to manage appointments. It is advisable to make note of the appointment (date & time) at the time of booking.
And note not to reply to either the email or text appointment notifications, since the Clinic will not get them. Call the clinic to communicate regarding urgent manners.
All successful bookings on the booking website (www.schedulicity.com) get a confirmation popup message in a green back ground colour stating, “Your booking with John Forsyth RMT has been confirmed”. If these does not happen. Then you missed a step likely “Book My Visit”.
In addition, you will receive a booking confirmation email and a text message, if you “opted-in” to do so. Booking confirms sent to the information you enter in your “online account” profile.
Post-booking confirmations occur within a few minutes of booking. If you have not received your confirmation (typically much less than 1-hour), then contact the clinic to confirm booking and account information.
Furthermore, do not rely solely, on these notifications for your time (appointment) management as they are not infallible. And are only offered as a courtesy on the terms the clinic assumes no responsibility for patient tardiness or absentee. It is a term and condition of service, included in the patient intake form and booking online.
Although, 72-hour notifications are sent out, typically to email and or text addresses (as the patient set-up in advance during booking) in advance of the 48-hour cancellation notification requirement. It is suggested not to entirely reply on this form of communications as the clinic has no control over the booking system, nor the multitude internet providers which are not infallible.
Please note that the 'system' notifications come from a "no reply" email address and if you do reply or use that system email for communications. I will not get that message. Instead, you need to use the clinic's preferred methods of communications - telephone for urgent matters and for non-urgent matters, text, email and website email form.
Part 2: Patient Responsibilities
Part 3:
Part 4:
Part 5: BC Health Authority Notifications and Instructions - see ...
Part 6: Notes on Advertising and reviews
Part 7: Restrictions due to Clinic Policy Violations and or Regulatory Infractions (un-resolvable violations)
Part 8: The Governance of the Health Care Profession of Massage Therapy
Part 6: Notes on Advertising and reviews
Part 7: Restrictions due to Clinic Policy Violations and or Regulatory Infractions (un-resolvable violations)
Part 8: The Governance of the Health Care Profession of Massage Therapy
John Forsyth RMT © from 2022. All rights reserved.
