Health Fund provider numbers
This health fund policy is to ensure that staff meet the obligations of private health fund to issue receipts with provider numbers for clients.
Staff will not share their provider numbers with any other therapist and if they becomes aware of any missuse of provider numbers they will report it to the massage association.
As remedial massage members of Massage and Myotherapy and Australasian Lymphology Association staff will do the following to maintain health fund status:
• Have the current diploma of remedial massage
• Undertake a continuing professional development as outlined by the associations
• Maintain public indemnity and liability insurance at the appropriate level
• Maintain a current first aid
• Abide by associations code of ethics and codes of conduct
• Issue appropriate receipts with details of services provided
• Maintain relevant documentation
• Register place of business with health funds/ associations
• Keep up to date with health fund requirements and respond appropriately
Staff will not share their provider numbers with any other therapist and if they becomes aware of any missuse of provider numbers they will report it to the massage association.
As remedial massage members of Massage and Myotherapy and Australasian Lymphology Association staff will do the following to maintain health fund status:
• Have the current diploma of remedial massage
• Undertake a continuing professional development as outlined by the associations
• Maintain public indemnity and liability insurance at the appropriate level
• Maintain a current first aid
• Abide by associations code of ethics and codes of conduct
• Issue appropriate receipts with details of services provided
• Maintain relevant documentation
• Register place of business with health funds/ associations
• Keep up to date with health fund requirements and respond appropriately
Late, cancelation and Did Not Attend (DNA)
The purpose of the late, cancelation and DNA policy is to ensure that the client is aware of the clinic protocols when arriving late, cancelling appointments or failing to attend appointments.
A reminder message will be sent out prior to appointments
Late arrival
• If a client arrives late to an appointment the massage will finish at the allocated time and full price will be charged.
Cancellation
• If cancelation or rescheduling occurs less that 24 hours before the appointment, then a $50 fee will be charged.
• If Staff cancels your appointment they will give as much notice as possible
DNA (Did Not Attend)
• Failure to attend an appointment will result in a $50 fee being charged. Failure to show on two occasions will result in full payment taken upon booking or refusal to continue to treat.
A reminder message will be sent out prior to appointments
Late arrival
• If a client arrives late to an appointment the massage will finish at the allocated time and full price will be charged.
Cancellation
• If cancelation or rescheduling occurs less that 24 hours before the appointment, then a $50 fee will be charged.
• If Staff cancels your appointment they will give as much notice as possible
DNA (Did Not Attend)
• Failure to attend an appointment will result in a $50 fee being charged. Failure to show on two occasions will result in full payment taken upon booking or refusal to continue to treat.
Professional development/ currency
This professional development and currency policy is to ensure that high quality and current services are provided to clients.
Staff will commit to maintaining currency by:
• Maintain registration and membership of the following associations and schools with continual professional development
• Continually improve processional practice by attending workshops and networking events
• Maintain and update insurance to techniques applied
Staff will commit to maintaining currency by:
• Maintain registration and membership of the following associations and schools with continual professional development
- Massage and myotherapy association
- Dr Vodder International school
- Australian Lymphology association
• Continually improve processional practice by attending workshops and networking events
• Maintain and update insurance to techniques applied
Products
This products policy is to ensure that clients are protected from false and misleading representation of the usefulness of massage products, treatments, therapist qualifications and services offered.
All therapeutic goods used in this practice are complaint with the TGA (Therapeutic goods administration) formulation, manufacturing, standards and statements to their efficacy and treatments provided will comply with the following guidelines:
• Staff will use all products safely and in accordance with product protocols
• Clients have the right an informed choice on services and information provided to clients is honest and reliable
• Staff will not issue any false statements or claims about the health effects that products or treatments are intended to have on the body.
• Only reputable products will be used in this clinic
• Clients health information is taken in to consideration when using all products in this clinic
• Clients have the right to refuse to be treated with any product at any point during the massage
All therapeutic goods used in this practice are complaint with the TGA (Therapeutic goods administration) formulation, manufacturing, standards and statements to their efficacy and treatments provided will comply with the following guidelines:
• Staff will use all products safely and in accordance with product protocols
• Clients have the right an informed choice on services and information provided to clients is honest and reliable
• Staff will not issue any false statements or claims about the health effects that products or treatments are intended to have on the body.
• Only reputable products will be used in this clinic
• Clients health information is taken in to consideration when using all products in this clinic
• Clients have the right to refuse to be treated with any product at any point during the massage
Confidentiality and Privacy
The confidentiality policy is to ensure clients understand their rights regarding the personal information in a massage clinic. This includes the reason for collection and storage of information and who information can be disclosed to. Staff abide by the privacy act and massage and myotherapy association privacy policies and procedures.
By law clients have the right to have their private health information protected. Staff will ensure that:
• Clients understand why their health information is gathered
• Information that is gathered is relevant to massage treatment
• Information gathered will only be from the client unless authorisation is given
• Information will only be shared outside of Lymph Works if permission is given by the client
• Client information is recorded accurately and kept up to date
• Clients can access and amend their information upon request
• Compliancy with the privacy act is maintained and breaches of this act will be investigated
• Client information is stored securely for 7 years after the last treatment.
By law clients have the right to have their private health information protected. Staff will ensure that:
• Clients understand why their health information is gathered
• Information that is gathered is relevant to massage treatment
• Information gathered will only be from the client unless authorisation is given
• Information will only be shared outside of Lymph Works if permission is given by the client
• Client information is recorded accurately and kept up to date
• Clients can access and amend their information upon request
• Compliancy with the privacy act is maintained and breaches of this act will be investigated
• Client information is stored securely for 7 years after the last treatment.
Advertising
The advertising policy is to ensure that staff comply with the competition and consumer act and is not misleading in representation.
Staff will:
• Use language that is clear and easy to understand when advertising
• Use clear and factual statements as to the efficacy of services and not mislead clients with unrealistic expectations
• Not discriminate or contravene clients through advertising
• Clearly state the cost of services provided and clients will not be exploited or mislead in regards to costs.
Staff will:
• Use language that is clear and easy to understand when advertising
• Use clear and factual statements as to the efficacy of services and not mislead clients with unrealistic expectations
• Not discriminate or contravene clients through advertising
• Clearly state the cost of services provided and clients will not be exploited or mislead in regards to costs.
Informed consent
This informed consent policy is to ensure that staff understand their responsibility to inform client of treatment offered and to obtain clients consent for the proposed treatment and protocols.
Staff must first explain the treatment plan, techniques and protocols of treatment prior to treatment. The following guidelines apply:
• Clients have the right to remove their consent at any time
• Staff has the right to refuse to treat clients at any time
• Staff will use clear appropriate language, so the client understand treatment
• Client must be aware of the cost of the treatment prior to treatment
• Clients must consent to provide their health information
• Verbal consent must be obtained prior to any physical assessment and clients should not be asked to perform unnecessary assessments
• Consent must be given prior to referral to another health care professional, referral letters will be given directly to the client
Staff must first explain the treatment plan, techniques and protocols of treatment prior to treatment. The following guidelines apply:
• Clients have the right to remove their consent at any time
• Staff has the right to refuse to treat clients at any time
• Staff will use clear appropriate language, so the client understand treatment
• Client must be aware of the cost of the treatment prior to treatment
• Clients must consent to provide their health information
• Verbal consent must be obtained prior to any physical assessment and clients should not be asked to perform unnecessary assessments
• Consent must be given prior to referral to another health care professional, referral letters will be given directly to the client
Client rights
The client’s rights policy is to protect and enable clients to receive optimal treatment and inform them of their legal rights.
The staff at Lymph Works are responsible for creating a non-discriminatory, safe and professional environment.
Clients are entitled to:
• Refuse or stop treatment at any point
• request specific treatments within the scope of the practice to be provided
• request for change in pressure during treatment
• feel safe when receiving treatment
• a clean hygienic environment
• receive duty of care from the staff at Lymph Works
• their privacy and confidentiality being maintained
• know the cost of the treatment before starting the treatment
• see staff qualifications and polices of the clinic
• give feedback and or address any issues about staff conduct
• view or obtain their own health records
The staff at Lymph Works are responsible for creating a non-discriminatory, safe and professional environment.
Clients are entitled to:
• Refuse or stop treatment at any point
• request specific treatments within the scope of the practice to be provided
• request for change in pressure during treatment
• feel safe when receiving treatment
• a clean hygienic environment
• receive duty of care from the staff at Lymph Works
• their privacy and confidentiality being maintained
• know the cost of the treatment before starting the treatment
• see staff qualifications and polices of the clinic
• give feedback and or address any issues about staff conduct
• view or obtain their own health records
Secure environment
The purpose of the secure environment policy is to ensure the safety of clients and staff
The following practices are followed by staff to ensure safety:
• Maintain insurance to practice as a massage therapist
• Only work within their scope of practice
• Always work ethically and professionally
• Comply with hygiene standards
• Check comfort levels during treatment
• Ensure there is no obstruction in the entry of the clinic and that it is wheel chair accessible
• Abide by the law
• Evacuation procedure in place
• Electrical equipment is regularly tested
• Young children will not be left unsupervised
• Video surveillance is recorded upon entry and exit of the clinic but not in the clinic room
The following practices are followed by staff to ensure safety:
• Maintain insurance to practice as a massage therapist
• Only work within their scope of practice
• Always work ethically and professionally
• Comply with hygiene standards
• Check comfort levels during treatment
• Ensure there is no obstruction in the entry of the clinic and that it is wheel chair accessible
• Abide by the law
• Evacuation procedure in place
• Electrical equipment is regularly tested
• Young children will not be left unsupervised
• Video surveillance is recorded upon entry and exit of the clinic but not in the clinic room
Record keeping policy
The purpose of the record keeping policy is to ensure the protection of client’s information.
Client information will be:
• Maintained in confidentiality
• Health information will be locked away by a physical lock or password protected
• Clients will have individual health files and all health history treatment and advice will be documented in a chronological order
• No unauthorised access to client information will be given
• Clients can access their health information with out reasonable delay or expense
• All health records will be stored for 7 years after the last treatment and for minors up until the age of 25
• Disposal of health records will preserve the confidentially of clients
Client information will be:
• Maintained in confidentiality
• Health information will be locked away by a physical lock or password protected
• Clients will have individual health files and all health history treatment and advice will be documented in a chronological order
• No unauthorised access to client information will be given
• Clients can access their health information with out reasonable delay or expense
• All health records will be stored for 7 years after the last treatment and for minors up until the age of 25
• Disposal of health records will preserve the confidentially of clients
Working with Minors and reporting
The working with minor’s policy is to outline the legal and ethical guidelines and obligations in a massage clinic for the safety and protection of people under the age of 18.
All minors must have a parent or guardian consent prior to treatment. Staff will follow the following protocols when working with minors
• Comply with the WA legislation, association guidelines, code of ethics and standards of practice for the treatment of minors
• Minors have the right to terminate treatment at any point
• Minors must have consent of a parent or guardian prior to treatment
• A parent or guardian is to be present at all times during consultation and treatment
• Draping will ensure the modesty of a minor and boundaries respected to ensure child’s dignity and modesty
• Minors have the right to access their health records
• Age appropriate terminology will be used when treating minors
• Minors have the right to understand the proposed treatment and refuse treatment
• If child abuse is suspected, then staff will report this to the department of child protection
All minors must have a parent or guardian consent prior to treatment. Staff will follow the following protocols when working with minors
• Comply with the WA legislation, association guidelines, code of ethics and standards of practice for the treatment of minors
• Minors have the right to terminate treatment at any point
• Minors must have consent of a parent or guardian prior to treatment
• A parent or guardian is to be present at all times during consultation and treatment
• Draping will ensure the modesty of a minor and boundaries respected to ensure child’s dignity and modesty
• Minors have the right to access their health records
• Age appropriate terminology will be used when treating minors
• Minors have the right to understand the proposed treatment and refuse treatment
• If child abuse is suspected, then staff will report this to the department of child protection
Scope of practice
This working scope of practice policy is to ensure that staff protect the public from harm by working within their scope of practice, qualification level and professional association standards of practice.
Staff understand that their scope of practice includes:
• Gaining consent to information collection, assessment and treatment
• Taking accurate and comprehensive client history to ensure safe treatment is applied and referring when needed
• Performing postural assessment, special tests and lymphoedema assessment before starting treatment
• Negotiate treatment with clients prior to commencing treatment and only applying treatment that was understood and agreed upon
• Refer client for diagnosis, lymphoedema assessment or when client is not improving after 3 sequential treatments
• Advise clients on possible reactions post treatment and self-care to support treatment
• Ensure client modesty is maintained throughout treatment through correct draping
• Apply fist aid if needed
Staff understand that the following is not in their scope of practice:
• Diagnosis of condition
• Prescribe medication or supplant advice
• High velocity thrust manipulation
• Claim to heal or cure a client’s condition
• Counsel clients
Staff understand that their scope of practice includes:
• Gaining consent to information collection, assessment and treatment
• Taking accurate and comprehensive client history to ensure safe treatment is applied and referring when needed
• Performing postural assessment, special tests and lymphoedema assessment before starting treatment
• Negotiate treatment with clients prior to commencing treatment and only applying treatment that was understood and agreed upon
• Refer client for diagnosis, lymphoedema assessment or when client is not improving after 3 sequential treatments
• Advise clients on possible reactions post treatment and self-care to support treatment
• Ensure client modesty is maintained throughout treatment through correct draping
• Apply fist aid if needed
Staff understand that the following is not in their scope of practice:
• Diagnosis of condition
• Prescribe medication or supplant advice
• High velocity thrust manipulation
• Claim to heal or cure a client’s condition
• Counsel clients
Professional Boundaries
This professional boundary policy is to ensure that staff have a clear knowledge of what constitutes professional boundaries and sexual misconduct. In accordance with professional association staff must abide by the standards and codes of ethics which clearly outlines rules of behaviour in therapeutic settings. This policy aims to protect staff and their clients of inappropriate behaviour during the treatments.
Staff will abide by the following to ensue boundaries are maintained:
• Ensure client consents to assessment, tests and treatment that are clearly explained
• Clients modesty and privacy is always maintained through appropriate draping and communication.
• Clients will only receive breast massage when necessary, and will follow association guidelines on breast massage
• Personal disclosure is limited to only that which is necessary to offer comfort and support to the clients and excludes personal details or expression of feelings.
• Treatment will only be applied to areas that have been agree upon
• Staff will refuse social invitations and gifts valued over $30
• Treatment will be respectful of personal belief systems
• Staff will refrain from sexual relations in accordance with associations guidelines
• Treatments are thoroughly documented
• Appropriate language is used so client fully understands
• Sexual suggestive behaviour is not tolerated, and clients will have underwear on during massage
• Staff will not practise under the influence of drugs, alcohol or infection
• Neat, clean and modest attire is worn by staff when treating clients
Staff will abide by the following to ensue boundaries are maintained:
• Ensure client consents to assessment, tests and treatment that are clearly explained
• Clients modesty and privacy is always maintained through appropriate draping and communication.
• Clients will only receive breast massage when necessary, and will follow association guidelines on breast massage
• Personal disclosure is limited to only that which is necessary to offer comfort and support to the clients and excludes personal details or expression of feelings.
• Treatment will only be applied to areas that have been agree upon
• Staff will refuse social invitations and gifts valued over $30
• Treatment will be respectful of personal belief systems
• Staff will refrain from sexual relations in accordance with associations guidelines
• Treatments are thoroughly documented
• Appropriate language is used so client fully understands
• Sexual suggestive behaviour is not tolerated, and clients will have underwear on during massage
• Staff will not practise under the influence of drugs, alcohol or infection
• Neat, clean and modest attire is worn by staff when treating clients
Draping
This draping policy is to ensure that clients fee safe and protected from being overly exposed during treatment.
Staff will abide by following to ensure welfare, security, privacy, modesty and warmth are maintained:
• Client will leave underwear on during massage
• Only the area being treated will be exposed when receiving massage
• All linen is only used once and then laundered at high temperature after each treatment
• Ensure that client is comfortable and warm
• Draping is adjusted quickly and efficiently to minimise exposure to the client
• Staff will leave the room while client undresses
• Breasts and genitals are securely draped
• Staff will give clear instructions to clients when working in intimate areas and treatment is provided to the edge of draping
• Staff will adapt treatment if client wishes to remain clothed
• No computers, phone or photographic devices will be used during treatment
Staff will abide by following to ensure welfare, security, privacy, modesty and warmth are maintained:
• Client will leave underwear on during massage
• Only the area being treated will be exposed when receiving massage
• All linen is only used once and then laundered at high temperature after each treatment
• Ensure that client is comfortable and warm
• Draping is adjusted quickly and efficiently to minimise exposure to the client
• Staff will leave the room while client undresses
• Breasts and genitals are securely draped
• Staff will give clear instructions to clients when working in intimate areas and treatment is provided to the edge of draping
• Staff will adapt treatment if client wishes to remain clothed
• No computers, phone or photographic devices will be used during treatment
Client Complaints
The client’s complaints policy informs clients on how to complain and to manage these complaints in a way that addresses/ resolves grievances in a decent time frame
Clients have the right to lodge either a formal or informal complaint. The process for making a complaint is:
• Complete online feedback form https://www.lymphworks.com.au/feedback.html, you have the option to give your name or be anonymous
• Discuss issue with staff directly either face to face or by phone 6262 3971
• To lodge a formal complaint you can do so by contacting Massage & Myotherapy Australia https://www.massagemyotherapy.com.au/Consumers/Ethics-and-Complaints
Situations that may constitute a complaint are:
• Injury or worsening of condition due to treatment or inappropriate advice
• Treatment was not provided as agreed
• Sexual harassment- inappropriate touching or conversation
• Inappropriate draping so that client’s modesty was not maintained
• Breaches in client rights policy
• Discrimination
• Claims by staff to heal or fix condition or treatment outside of staff scope of practice
• Being offered sexual services
• Intimidating or aggressive behaviour
• Unsafe or unhygienic environment
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Clients have the right to lodge either a formal or informal complaint. The process for making a complaint is:
• Complete online feedback form https://www.lymphworks.com.au/feedback.html, you have the option to give your name or be anonymous
• Discuss issue with staff directly either face to face or by phone 6262 3971
• To lodge a formal complaint you can do so by contacting Massage & Myotherapy Australia https://www.massagemyotherapy.com.au/Consumers/Ethics-and-Complaints
Situations that may constitute a complaint are:
• Injury or worsening of condition due to treatment or inappropriate advice
• Treatment was not provided as agreed
• Sexual harassment- inappropriate touching or conversation
• Inappropriate draping so that client’s modesty was not maintained
• Breaches in client rights policy
• Discrimination
• Claims by staff to heal or fix condition or treatment outside of staff scope of practice
• Being offered sexual services
• Intimidating or aggressive behaviour
• Unsafe or unhygienic environment
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