This is where all the expansive information regarding policies and procedures at this Clinic:
THIS PAGE IS SLATED FOR REVISION
This website contains most of the information you need to know about 'clinic operations'
Ignorance of Clinic Policy is not an accuse.
This page explains Clinical Operations and Policy as respect to business and patient relationships.
It ensures all patients are treated as equally as possible within specific situation(s).
Clinic communications, operational flow (simplified)
This page explains the implementation of clinic policy, 'Terms & Conditions of Service' into clinical operations:
"How to book", booking options (& notifications), a note on a wait-list, managing your reserved time (appointment)
- late cancellations, " no-shows" & fee management policy. Includes patient responsibilities.
A note on advertising and reviews.
~~~~~~~~~~~~~~~~~~~~~~~~~~
== Clinic communications ============
Patient (facilitated) communications: a requirement
Communications: (Clinic Policy) appointment management and inquiries
~ communication is an interaction, it is a dialog or to communicate with or react to each other.
Clinic facilitated communications:
The clinic will contact patient (by phone, text and or email) in where account, appointment, payment management requires immediate clinic attention.
The Clinic acknowledge all communications (from patients) to ensure it was received. If you do not receive an acknowledgement within 1-2 hours then you must leave a voice message.
Furthermore, there is an expectation that a communication response from the patient to any clinic patient inquiries by email, text and or phone will occur in a timely manner.
==Clinic Operational "flow"=============
Clinic Operations ~ operational flow (simplified):
Appointments (operations flow), fees, payment methods and managing appointments:
~ Registered massage therapy operates as a private business within the Health Care Act. ~
== Clinical Practice ==================
Clinic Policy: Terms and Conditions, and how they are put into clinical practice:
There is a fair expectation of this business, that patients (including first appointment patrons) that they will respect reserved appointments, as they are limited and valuable.
It is the patient’s responsibility to manage their account information which includes keeping it up to date with the clinic, the onus is on patient’s communications with the clinic in managing appointments, understanding their insurance coverage, and ensuring that all fees are paid in a timely manner to keep their account in good standing.
In such, that you understand the conditions & terms of service through your actions: punctuality, responsibility, communication, consideration, respectability, integrity and accountability; in context of the patient-therapist relationship at this business.
== Patient Account Management =======
Managing your Account information: patient responsibilities *
== Patient Booking Management =======
Booking your reserved appointment time successfully: options...
Online Booking is a multi-step process: (after login with your account)
Then you will get a pop-up message, "Your booking with John Forsyth RMT is confirmed" *
* If you do not get this pop-up message. Then there was a problem with booking!
* Call if you need assistance with booking. Clinic phone - # see above.
Please note, if you have booked more than one appointment in a week.
I will contact you regarding your intentions to use the two appointments.
Note: If you get a pop-up message, "John Forsyth RMT requires that you call to schedule".
Then you have an outstanding Patient Account Management issue, requiring your immediate attention!
(i.e. A policy violation and or
your online booking privileges are suspended until you reconcile your account.
(see service restrictions - below)
== Patient Booking: Clinic Assisted options
Other Booking methods:
Each of the other three (3) methods of booking will also send an email and/or text confirmation message:
Unfortunately, email and or text messaging are not infallible**.
If you are offered a time & date, the offer is only valid within expiry time.
Once an appointment is accepted, you will received a " you are booked on day and at time".
Of course, if you do not respond to the offer by the expiry time. Then you are not booked.
Note: Please report if you do not receive your confirmation email shortly after booking,
or the booking information is incorrect. It could mean you are not booked properly(?)!
== Booking Appointment & Notifications ======
Remember you were asked to make note of date & time of appointment upon booking.
Typical within a short time after booking: your should receive a booking confirmation by either email or text.
Then you have booked successfully. The message contains important information for managing your appointment.
Again, these text / email systems are not infallible and this is only a courtesy ** as long as you provided a text capable cell phone number and email address.
An appointment reminder message at 72-hours prior to the appointment date. *
This gives you adequate time well in advance of your appointment in case you need to cancel outside of the 48-hour cancel policy!
In addition: the booking system also has Patients CONFIRM feature their appointment via text communications.
** The clinic does not assume any patient responsibility for punctuality or absence!
== Patient Booking Management: wait-list
Note - a wait-list has been created on the booking application.
Remember only appointment available: weekdays between 11 AM and close.
For people who request this service will be contacted and asked to provide their availability and notification requirements.
You may provide such information by using the email form on my Contact & Location page, or I may email and or phone you.
== Appointment & fee management =====
Managing your reserved appointment time:
Managing your appointment is attending on time, the day of the appointment, or complying with the 48-hour policy.
* Call me (voice message) or if you are having difficulty attending your appointment.
== Late cancellations of appointments ===
Late cancellations of appointments: (less than 48-hours.)
Within the 48-hours you must call the clinic, and communicate your reason!
If the appointment can be filled by another. Then no charge.
However, if a late cancellations that can not be filled.
Then you may be charged a late-cancel fee.
== Lateness and No Shows: ============
Lateness and No Shows: (use telephone) communications required
The RMT can not make up time for your lateness. If you are just late,
call/text so you may still use your unused portion of time.
Ensure that you arrive or contact the RMT within 15-minutes of
the start of your reserved appointment time.
The clinic:
Of course, this is contingent upon you providing proper contact information (a text capable cell phone text, voicemail).
No Show: (definition) If late more than 15 minutes without communications is
considered a “no-show” and a no-show fee will be applied.
It will contingent upon your communications and reason, at the discretion of the RMT a penalty (failure to provide contact information, failure to communicate, and or failure to provide reason of merit) may be assessed.
If you miss an appointment, or fail to "communicate effectively"
Then the onus is yours to (a) confirm communications received by clinic and (b) contact asap (24-hours) and provide 'reason' for a missed appointment!
At the discretion of the RMT a penalty may be assessed *:
If you miss an appointment, and failed to "communicate effectively"
1) The patient is expected to report within a reasonable amount of time (the next business day or 24-hours) *. Including to confirm communications made the clinic as explained above in clinic communications: (a patient facilitated) section, " Note: Ensure communications acknowledge by clinic: "
There are exceptions made for special cases, where the patient contacts the Clinic
2) and provides a "reason of merit" *.
The clinic will attempt to communicate (likely via email or phone) with patients over attendance - lateness and absence (no shows). Communications by and with the patient are paramount in these regards; and will be taken into consideration in the assessment. The onus is the patient's to provide "reason" and circumstances around the violation within a reasonable time period. Typically, the clinic will provide a preliminary assessment, if no communication is provide by the patient, requiring additional information from patient. The assessment will stand until the patient provides a reason of merit within a reasonable time frame for penalty forgiveness. The assessment will stand, if the patient fails to meet the aforementioned requirements - (a) communications within a time limit and (b) a reason of merit.
Reasons of merit differ from personal choices. A limited number of emergency type or special reasons to miss an appointment have merit. These reasons qualify as to be forgiven for missing a reserved appointment without penalty.
However, personal choices differ from reason(s) of merit since, they are in fact a choice, which the resultant violation of patient attendance and the 48-hour notification policy in a manner negatively effecting this businesses appointments availability for other patients use.
Each violation shall be judged on a case-to-case basis to determine if a penalty will be assessed against the account. Penalties can vary depended upon circumstances and could be of monetary value up to the cost of the appointment or a portion of; whether it is a first or second offence. Penalties of non-monetary means are pre-pay appointments (includes loss of online booking) to loss of service (unpaid outstanding balance), temporarily or permanent (due a continual repeated violations negatively affecting (a) the therapeutic relationship, (b) the business.
Appointment management (online and clinic-assisted), proper contact information, communications, attendance, missed appointment or late cancellation fees are sole patient responsibilities under a reserved appointment business and are partially requirements of "Terms and Conditions of Service".
Note: Again, insurance only pays for appointments you attend!
All fees are expected to be paid within 24-hours.
== Monetary Penalties: ========================
== Management of Fees : ==============
Managing payment of fees:
== Service Restrictions ===============
A Refusal of Service policy (temporary and permanent):
~~~~~~~~~~~~~~~~~~~~~~~~~
Provincial Health Mandates - see RMT Services page.
~~~~~~~~~~~~~~~~~~~~~~~~~
== On Advertising and Google Reviews
Only Google and Yellow pages have my consent to use my information.
Smart Ads is now doing my advertising - Google Search, Bing Search, FaceBook, and Yellow pages....
When you Google search "RMT Penticton", the are a list of results, down a wee bit on the list. Whereas "ads" are near top or in a feed and labelled as so (AD or Sponsored). Anything else is a the results of Google search...
My Google review policy:
Once a review is posted, I get a notification from Google and I reply in kind. As I really do appreciate your positive words and I wish to thank you as soon as possible.
~~~~~~~~~~~~~~~~~~~~~~~~~
John Forsyth RMT © from 2022. All rights reserved.
THIS PAGE IS SLATED FOR REVISION
This website contains most of the information you need to know about 'clinic operations'
Ignorance of Clinic Policy is not an accuse.
This page explains Clinical Operations and Policy as respect to business and patient relationships.
It ensures all patients are treated as equally as possible within specific situation(s).
Clinic communications, operational flow (simplified)
This page explains the implementation of clinic policy, 'Terms & Conditions of Service' into clinical operations:
"How to book", booking options (& notifications), a note on a wait-list, managing your reserved time (appointment)
- late cancellations, " no-shows" & fee management policy. Includes patient responsibilities.
A note on advertising and reviews.
~~~~~~~~~~~~~~~~~~~~~~~~~~
== Clinic communications ============
Patient (facilitated) communications: a requirement
Communications: (Clinic Policy) appointment management and inquiries
~ communication is an interaction, it is a dialog or to communicate with or react to each other.
- Call if you are having difficulties with managing your appointment(s).
- I will respond or acknowledge all communications. *
- 48-hour cancellation communications: phone communications (inc voice message) required!
- * Note: Ensure communications acknowledged by clinic. If you choose to text and do not get an acknowledgement from the clinic to a text you sent with 1-2 hours. Then leave a voice mail, if communication is regarding an appointment within 48-hours. Outside of 48-hours requires either online cancellation or a voice mail or email.
- Clinic reserves the right to request copies of communications (emails/text/phone ) if their was a non-delivery error to Clinic, in issues of appointment and fee management. A fair expectation for patient response is the same day or 24-hours. It is advisable for the patient to keep communications for a least a week, in these cases.
- Use the email form on this page for wait-list/appointment inquires. (not for 48-hour Cancellation concerns)
- Do not reply to appointment notifications (not for appointment management ( 48-hour Cancellation)): phone communications required!
Clinic facilitated communications:
- I can not answer the phone (or door bell) when I am in a session with a patient. Note not to come earlier than 10 minutes before your appointment.
- I do check voicemail typical within business hours
- I do return calls only if you leave a message within the day or next business day (about 11AM, 2PM & 6PM); unless you provide another time to call.
- 48-hour cancellation communications by phone.
The clinic will contact patient (by phone, text and or email) in where account, appointment, payment management requires immediate clinic attention.
The Clinic acknowledge all communications (from patients) to ensure it was received. If you do not receive an acknowledgement within 1-2 hours then you must leave a voice message.
Furthermore, there is an expectation that a communication response from the patient to any clinic patient inquiries by email, text and or phone will occur in a timely manner.
==Clinic Operational "flow"=============
Clinic Operations ~ operational flow (simplified):
Appointments (operations flow), fees, payment methods and managing appointments:
~ Registered massage therapy operates as a private business within the Health Care Act. ~
- Call if you are having difficulties attending or managing your appointment(s).
- Two appointments in a week is not allowed. Unless it was determined by your RMT, or in case the second appointment booking is for someone else and you have forgotten to add message. Then you'll be contacted by the clinic to confirm. If you do not respond by a given time. Then appointments are in jeopardy of being cancelled.
- A Booking Management - a wait-list: Ensure you inquiry is for weekdays between 11 AM and close.
- First appointment for persons under the age of 18, must be accompanied by a parent of legal guardian.
- All appointments include: administration, assessment, evaluation, treatment, and education and or home-care.
- First appointments should be prepared to make payment day of appointment*.
- * I currently accept cash, cheque or e-Transfer only.
- At the discretion of the RMT: Unless you send insurance (via text or email) details (inc consent) well in advance, and qualify.
- A balance is all fees not covered by insurance - deductibles, incomplete coverage, non- insured items non-attendance or penalties.
- If a balance is due, you will get a notification(s) by email/text/phone (an informal invoice, as the clinic does not issue formal invoices).
- All Balances must be paid the day of or within 24-hours (Only zero balance accounts maintain booking privileges)
- Receipts only issued if (a) there is a patient portion paid & (b) by requested. Receipts may include a notations. And are typically, the following business day.
== Clinical Practice ==================
Clinic Policy: Terms and Conditions, and how they are put into clinical practice:
There is a fair expectation of this business, that patients (including first appointment patrons) that they will respect reserved appointments, as they are limited and valuable.
It is the patient’s responsibility to manage their account information which includes keeping it up to date with the clinic, the onus is on patient’s communications with the clinic in managing appointments, understanding their insurance coverage, and ensuring that all fees are paid in a timely manner to keep their account in good standing.
In such, that you understand the conditions & terms of service through your actions: punctuality, responsibility, communication, consideration, respectability, integrity and accountability; in context of the patient-therapist relationship at this business.
== Patient Account Management =======
Managing your Account information: patient responsibilities *
- It is your responsibility to inform (effectively communicate with) the clinic and update any/all account information.
- It is your responsibility to respond in a timely manner to any request by clinic, as list here "patient responsibilities"
- Your contact information - provide contact information - address, phone and email.
- Booking account should have your proper contact information.
- Medical information: changes and updates.
- Insurance information: changes and updates.
== Patient Booking Management =======
Booking your reserved appointment time successfully: options...
Online Booking is a multi-step process: (after login with your account)
- At the John Forsyth RMT services page
- click Add to visit button, a pop-up window
- click on Select button (John Forsyth RMT)
- click on Choose Date and Time button
- from calendar choose a day
- choose a time
- Click Book My Visit button,
Then you will get a pop-up message, "Your booking with John Forsyth RMT is confirmed" *
* If you do not get this pop-up message. Then there was a problem with booking!
* Call if you need assistance with booking. Clinic phone - # see above.
Please note, if you have booked more than one appointment in a week.
I will contact you regarding your intentions to use the two appointments.
Note: If you get a pop-up message, "John Forsyth RMT requires that you call to schedule".
Then you have an outstanding Patient Account Management issue, requiring your immediate attention!
(i.e. A policy violation and or
your online booking privileges are suspended until you reconcile your account.
(see service restrictions - below)
== Patient Booking: Clinic Assisted options
Other Booking methods:
Each of the other three (3) methods of booking will also send an email and/or text confirmation message:
Unfortunately, email and or text messaging are not infallible**.
- If booked by text you will get a text from the RMT, " you are booked. [appointment date & time]".
- And if booked by phone (or in person), the RMT will repeat back to you the appointment,
- Lastly, booking my email form (from contact page),
If you are offered a time & date, the offer is only valid within expiry time.
Once an appointment is accepted, you will received a " you are booked on day and at time".
Of course, if you do not respond to the offer by the expiry time. Then you are not booked.
Note: Please report if you do not receive your confirmation email shortly after booking,
or the booking information is incorrect. It could mean you are not booked properly(?)!
== Booking Appointment & Notifications ======
Remember you were asked to make note of date & time of appointment upon booking.
Typical within a short time after booking: your should receive a booking confirmation by either email or text.
Then you have booked successfully. The message contains important information for managing your appointment.
Again, these text / email systems are not infallible and this is only a courtesy ** as long as you provided a text capable cell phone number and email address.
An appointment reminder message at 72-hours prior to the appointment date. *
This gives you adequate time well in advance of your appointment in case you need to cancel outside of the 48-hour cancel policy!
In addition: the booking system also has Patients CONFIRM feature their appointment via text communications.
** The clinic does not assume any patient responsibility for punctuality or absence!
== Patient Booking Management: wait-list
Note - a wait-list has been created on the booking application.
Remember only appointment available: weekdays between 11 AM and close.
For people who request this service will be contacted and asked to provide their availability and notification requirements.
You may provide such information by using the email form on my Contact & Location page, or I may email and or phone you.
== Appointment & fee management =====
Managing your reserved appointment time:
Managing your appointment is attending on time, the day of the appointment, or complying with the 48-hour policy.
- It is the Clinic's policy, "the "onus" is the patient's to effectively communicate as soon as possible".
- * Always ensure your communications made it to the clinic by an acknowledgement from clinic. If no response from clinic with 1-2 hours then leave a voice message.
- Greater than 48-hours prior to the appointment: you can change or cancel appointments Online .
- Please do not reply to email reminders notifications or use email. Call the clinic!
* Call me (voice message) or if you are having difficulty attending your appointment.
== Late cancellations of appointments ===
Late cancellations of appointments: (less than 48-hours.)
Within the 48-hours you must call the clinic, and communicate your reason!
- Less than 48-hour cancellation policy, your communications are required *.
- Telephone communications are preferred.
However, if you decide to use Text communications then you are responsible to ensure the clinic received it! - * Note: So, if you do not get an acknowledgement back from the clinic within 1-2 hours. Then you should leave a voice mail.
If the appointment can be filled by another. Then no charge.
However, if a late cancellations that can not be filled.
Then you may be charged a late-cancel fee.
- There are exceptions made for special cases, aka reasons of merit, but that requires your communication *.
- Note: insurance only pays for appointments you attend. (You are responsible for all fees).
- * Note - at the discretion of the RMT a penalty may be assessed.
== Lateness and No Shows: ============
Lateness and No Shows: (use telephone) communications required
The RMT can not make up time for your lateness. If you are just late,
call/text so you may still use your unused portion of time.
Ensure that you arrive or contact the RMT within 15-minutes of
the start of your reserved appointment time.
The clinic:
- At five (5) minutes late, the Clinic will text you!
- Then the Clinic will call you; and leave a voice message
Of course, this is contingent upon you providing proper contact information (a text capable cell phone text, voicemail).
No Show: (definition) If late more than 15 minutes without communications is
considered a “no-show” and a no-show fee will be applied.
It will contingent upon your communications and reason, at the discretion of the RMT a penalty (failure to provide contact information, failure to communicate, and or failure to provide reason of merit) may be assessed.
If you miss an appointment, or fail to "communicate effectively"
Then the onus is yours to (a) confirm communications received by clinic and (b) contact asap (24-hours) and provide 'reason' for a missed appointment!
At the discretion of the RMT a penalty may be assessed *:
If you miss an appointment, and failed to "communicate effectively"
1) The patient is expected to report within a reasonable amount of time (the next business day or 24-hours) *. Including to confirm communications made the clinic as explained above in clinic communications: (a patient facilitated) section, " Note: Ensure communications acknowledge by clinic: "
There are exceptions made for special cases, where the patient contacts the Clinic
2) and provides a "reason of merit" *.
The clinic will attempt to communicate (likely via email or phone) with patients over attendance - lateness and absence (no shows). Communications by and with the patient are paramount in these regards; and will be taken into consideration in the assessment. The onus is the patient's to provide "reason" and circumstances around the violation within a reasonable time period. Typically, the clinic will provide a preliminary assessment, if no communication is provide by the patient, requiring additional information from patient. The assessment will stand until the patient provides a reason of merit within a reasonable time frame for penalty forgiveness. The assessment will stand, if the patient fails to meet the aforementioned requirements - (a) communications within a time limit and (b) a reason of merit.
Reasons of merit differ from personal choices. A limited number of emergency type or special reasons to miss an appointment have merit. These reasons qualify as to be forgiven for missing a reserved appointment without penalty.
However, personal choices differ from reason(s) of merit since, they are in fact a choice, which the resultant violation of patient attendance and the 48-hour notification policy in a manner negatively effecting this businesses appointments availability for other patients use.
Each violation shall be judged on a case-to-case basis to determine if a penalty will be assessed against the account. Penalties can vary depended upon circumstances and could be of monetary value up to the cost of the appointment or a portion of; whether it is a first or second offence. Penalties of non-monetary means are pre-pay appointments (includes loss of online booking) to loss of service (unpaid outstanding balance), temporarily or permanent (due a continual repeated violations negatively affecting (a) the therapeutic relationship, (b) the business.
Appointment management (online and clinic-assisted), proper contact information, communications, attendance, missed appointment or late cancellation fees are sole patient responsibilities under a reserved appointment business and are partially requirements of "Terms and Conditions of Service".
Note: Again, insurance only pays for appointments you attend!
All fees are expected to be paid within 24-hours.
== Monetary Penalties: ========================
- No show fee
- Insufficient funds - bounced cheques
- e-transfer retractions
- Payment over due issue (below)
== Management of Fees : ==============
Managing payment of fees:
- I currently only accept cash, cheque or e-Transfer only.
- Note: insurance only pays for appointments you attend!
- All fee's should be paid upon service rendered or
- outstanding balances may result in service/account restrictions, loss of online booking privileges, and loss of service.
- prepay options for delinquent accounts
- over due accounts may be subject to interest, penalties, collection, and restrictions *.
== Service Restrictions ===============
A Refusal of Service policy (temporary and permanent):
- certain medical conditions (including medications) that contra-indicate treatment (+).
- Patient discharge treatment condition resolved and or referral to another modality, therapist, or a medical doctor or ER (+) that is in the patient's best interest.
- disregarding the Terms & Conditions of Service, "policy violations" *, noting the following:
- multiple attendance issues effecting business
- non-cooperation during any investigation - insurance or otherwise
- dis-respectfulness including any patient conduct that violates the Governance Regulations.
- Un-resolvable violations of Clinic Policy or any Health Care regulations, bylaws or other governance **
- Failure to maintain the patient-therapist relationship **
- ** Permanent loss of service for serious violations of any Governance Regulations.
~~~~~~~~~~~~~~~~~~~~~~~~~
Provincial Health Mandates - see RMT Services page.
~~~~~~~~~~~~~~~~~~~~~~~~~
== On Advertising and Google Reviews
Only Google and Yellow pages have my consent to use my information.
Smart Ads is now doing my advertising - Google Search, Bing Search, FaceBook, and Yellow pages....
When you Google search "RMT Penticton", the are a list of results, down a wee bit on the list. Whereas "ads" are near top or in a feed and labelled as so (AD or Sponsored). Anything else is a the results of Google search...
My Google review policy:
Once a review is posted, I get a notification from Google and I reply in kind. As I really do appreciate your positive words and I wish to thank you as soon as possible.
~~~~~~~~~~~~~~~~~~~~~~~~~
John Forsyth RMT © from 2022. All rights reserved.