Moving forward into Fall/Winter 2021: Clinic Policies Review

Oct 7, 2021

We hope this message finds you all staying well, maybe getting back to some semblance of “normal” which might include kids at school and beginning some extracurriculars and maybe getting yourself back into some of the activities you’ve been missing over the last 18 months 🙂 Please take a moment to thoroughly read this update and please don’t hesitate to reach out if you have any questions or concerns! 

*Please note* As Regulated Health Care Providers, we continue to remain essential and this also means we do NOT require our clients/patients to be vaccinated to come in for an appointment. You are not required to present proof of vaccination at this time.

  • We will continue to Covid prescreen all clients by email/text 24 hours prior to an appointment time and again, with your practitioner upon arrival at the clinic.  

*We reserve the right to cancel an appointment if a COVID prescreen is not completed and we are unable to contact you to complete it by phone/email.  

Please ensure that your contact information is up to date for both phone number and email and that your option for either text message/email reminder is correct as this is how your prescreen is sent. 

  • In addition to our regular Ministry of Health COVID screening, our practitioners reserve the right to do an in person temperature check (forehead/wrist) to prescreen individual clients for fever at our discretion.
  • All clients are required to wear a proper 3 layer medical mask to eliminate any question of the level of mask protection being used.  Should you not have a medical mask, one will be provided for you.  We reserve the right to cancel your appointment should you refuse to wear a medical mask for your appointment.  Cancellation fees will be applied in this situation.  

Our practitioners and administrative team are working as efficiently as possible while adhering to sanitizing/social distancing protocols, so please have patience as we prepare for the next client, assist clients at the front desk, and continue to ensure your safety and well being in the common areas.  

To assist us with limiting congestion in the common spaces, please continue to arrive just on time for your appointment and enter when it is your appointment time only.  If you have any questions or concerns, call us and we will do our best to help.  

Please take a moment to review our ongoing clinic policies below:

As always, clients are required to complete their intake/health history online prior to their appointment time, so that their Health Care Practitioner is able to review the health history information and prepare for the upcoming treatment with any additional questions or requests, or even recommend alternative action prior to coming in to see us for an appointment. Intake/health history forms must be filled in completely to the best of a clients ability so that treatment can be provided safely. 

Within the scope of the online health history form, are a number of items for the client to provide consent to including (but not limited to):

Cancellation policy – We require 24 hours notice for an appointment cancellation. Appointments cannot be cancelled online with less than 24 hours notice and the client must call the clinic to do this. Direct billing to insurance is not applicable to missed appointments or late cancellations. The client will be responsible for the fee associated with their appointment and payment will be due at the time of the missed appointment or late cancellation. Appointments can be cancelled from your confirmation email or 7 day reminder, or by calling/emailing the clinic.

*As of October 2021* A credit card will be required to secure an appointment time. Cards will not be charged at the time of booking and an alternative form of payment can still be used at the time of your appointment. For a missed appointment or late cancellation, our administrative staff will reach out to ask for your preferred method of payment but having a card on file simplifies payment and ensures payment for missed appointments or late cancellations should our administrative staff be unable to contact you.

-Massage Therapy & Osteopathy: the full fee for a missed appointment or an appointment cancellation with less than 24 hours notice, is applied and payment will be requested at the time of cancellation/missed appointment.

-Chiropractic appointments: the full fee for a missed appointment will be charged, cancellations with less than 24 hours notice will be subject to 50% of the appointment fee and payment will be requested at the time of the cancellation/missed appointment. 

Our Health Care Practitioner’s practice time is valuable and this time is set aside just for you! In order to offer this time to another client (especially with our required COVID prescreening standards), we require this 24 hour timeframe. We appreciate your understanding!

Direct Billing information – While we offer and will attempt direct billing for clients through most major insurers, it remains the responsibility of the client to confirm their eligibility for direct billing and to ensure they know their individual benefit coverage for the service they are receiving. Direct billing is not available for missed appointments/late cancellations.

Feel free to connect with your practitioner (email links on our website) or our administrative team with any questions or concerns regarding your upcoming appointments or any of our clinic policies and procedures.  

As we continue to work together to stay safe and healthy, we so appreciate your ongoing support and cooperation with our protocols.  If we all do our part, we can keep working and doing what we love, providing care to all of you.  

Rest assured that our team at Thrive continues to follow the strictest guidelines and protocols for Health Care Facilities as defined by our regulating bodies, the Halton Region Public Health, Public Health Ontario and the Ministry of Health.  We continue to monitor for updates and adjust our protocols as required.

As always, Thank you!

Thrive Team