Thrive – Your Whole Wellness Destination: Clinic Policy Review

Aug 17, 2020

With the recent extended closure of most Regulated Health Care centres due to COVID-19 and the subsequent reopening that came with extensive new changes in policy and procedure in house, we wanted to review some of our existing and newly added policies both for the benefit of our longstanding clients and the many new faces we are welcoming into our wellness centre each and every day!

**Please link here for recent extended lockdown and State of Emergency update.**


We are pleased to have our online booking option back up and running! You can now book up to 2 months in advance and 24 hours prior to an appointment time, with any of our RMT’s, our Chiropractor and our Osteopathic Practitioner online (*note that as of December 26/20, Osteopathic treatment is not available for booking under the latest provincial lockdown. We will advise as soon as booking can resume). Any bookings within less than 12 hours prior to an appointment must be done through reception as COVID screening must be completed at this time to ensure the safety of our team and other clients. Currently, our Registered Psychotherapist is on leave and is scheduled to return in the Fall. Please reach out to our administrative team for referrals to our community partners in mental health.

As always, clients are required to fill in their health history online prior to their appointment time (this does not apply to Psychotherapy clients), 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. 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 cancellation.

Massage Therapy, *Osteopathy & Psychotherapy: 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. *note as of December 26/20 and through lockdown, Osteopathy is NOT available for booking.

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 newly 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.

Payment for services received will be due at the time of appointment and clients remain responsible for payment if direct billing is not available or declined to them. Missed or cancelled appointments CANNOT be billed through insurance and it remains the responsibility of the client to provide payment at the time of the missed appointment or cancellation as per our Clinic Cancellation Policy.

*NEW* 24 hours prior to an appointment, reminders are sent and with this reminder is a new COVID-19 prescreen tool that MUST be filled in by ALL clients and sent back each and every time! This is an ongoing screening tool which we are required to use a day prior to your appointment. This may also be done by phone with our administrative team. An additional screening will be done again at the time of your appointment. We reserve the right to refuse treatment if a prescreening is not completed prior to your appointment. Any “day of” screening will be completed outside of the clinic, prior to a client being allowed entry into our space, to help keep our practitioners, office staff and other clients as safe and secure as possible.

In Clinic:

Masks are required to enter our wellness space. *As of December 26, 2020, all people in our clinic space are required to wear 3 layer medical masks. If you do not have one, one will be provided for you. Our individual governing bodies require us to wear medical masks in any space where social distancing is not possible and when we are in treatment. Our space is designed so that even in the common spaces, masks are indeed required. We appreciate your assistance in keeping our team and other clients, safe.

We encourage clients to arrive on time for their appointment to limit wait time in the common space, and to arrive alone where possible to limit the number of people in the clinic space. If you need to fill out your one time COVID waiver (first time into/returning to clinic only), or if you need to provide insurance information as a first time client, feel free to come 5 minutes in advance and we will do our best to accommodate these things prior to your treatment time.

All screening, assessments and home care are a part of your treatment time here with our practitioners. We are allowing extra time between clients to ensure all cleaning, sanitizing and charting is completed to our high standards of care. Please understand that if you are late for an appointment, we do not have the ability to provide treatment that extends into our time between clients as this time is necessary for ensuring we have adequate time to meet our cleaning/sanitizing standards.

If you have any questions or concerns about the standards that we are adhering to for cleaning and sanitizing of our space, our screening procedures or our PPE requirements, please feel free to ask any of our team members. If you have questions or concerns about anything else, don’t hesitate to reach out! Our goal remains to provide the highest level of whole wellness care for our community of clients while continuing to create a welcoming and inclusive, professional and client centred space.

We look forward to continuing to serve the wellness needs of our current clients and welcoming new clients into our space.