Policies & treatments
All treatment durations at Jennifer Bloch, RMT & Associates (JBRMT) include assessment, evaluation, treatment, home care prescriptions, and patient education.
We accept cash, cheque, and email transfers, Visa, and Mastercard.
Cancellations, late arrives, and missed appointments:
If you cancel your appointment within 24 hours of the scheduled time, you may be charged the full fee. Our therapists block off their time for the full appointment you reserved and it is often difficult to fill that slot at the last minute.
If you are late for your treatment, you will be charged for the full duration you booked for. Your therapist will make every effort to help you achieve your goals with the remaining time that is left in the visit.
JBRMT may provide clients with an email or phone call reminder 48 hours prior to the scheduled appointment, however, it is still the client’s responsibility to cancel the appointment with a minimum of 24 hours notice regardless of whether or not a reminder has been sent.
In some cases, people who have missed an appointment with adequate notification and/or payment, may be required to pay prior to booking a future treatment.
If you are paying by email transfer, the e-mail must be received by the therapist within twelve (12) hours of your session. Payment is rendered when JBRMT has received the deposit of the transfer. If you cancel your session, the cancellation policy will apply.
Most extended health plans provide some coverage for Massage Therapy treatments. The coverage differs from plan to plan. Please check with your insurance provider for the details of your coverage. Receipts will be provided for all transactions at JBRMT, however please note that most insurance companies will reimburse you for assessment and/or treatment transactions and tend not to reimburse you for missed appointments, late fees, retail purchases, or administration fees.
Depending on your insurance provider, we may be able to submit your claim electronically so that they bill us directly (Direct Billing). The Direct Billing option is offered at the discretion of the therapist and always requires a credit card to be kept on file in case the insurance payment does not cover the full amount or does not get processed for some other reason.
Credit card purchases are processed online and automatically stored for future treatments on a secured partner server. Our partners are JaneApp for all of our client administration and Payfirma as our merchant provider. Clients have the right to request removal of their credit cards at any time.
Payment & Receipts
Payment is due in full on the day that massage therapy services are provided (in some cases, payment may be required prior to booking-see Cancellation policy above). A receipt will be provided upon receipt of payment for the amount due for the service received on the day of treatment. We do not provide receipts prior to services rendered and all receipts will clearly indicated the service and/or product that was actually purchased and the receipt. If your treatment is paid by a third party, the receipt will be made out to the person who is paying for the treatment and the client will be indicated as the person who received the Massage Therapy Treatment. If you have nay questions or concerns about your payment or receipt, please contact us directly.
Tipping & Testimonials
We believe our rates are set fairly, and as healthcare professionals we feel that everyone is entitled to the same level of client care. For this reason, we have a no-tipping policy. Just as with other primary healthcare providers under the Regulated Health Professions Act 1991. We understand for some people, demonstrating their appreciation for high quality care is important and we would much rather you give us a call, or an email to let us know what we did right (or wrong) so we can keep doing it (or stop doing it).
As tough as it is to compete in this market of social media, it is not our practice to encourage recommendations or testimonials from our clients. We are responsible for maintaining your confidentiality at all times and it is difficult to do that on social media. Having said that, we have some clients that insist on doing it anyway and we want to ensure that you know we may not be able to protect your anonymity on social media.
Your safety, health, and well being is our number one priority which is why we have a very strict policy on transmittable illnesses. Please be sure to inform your therapist if you have not been vaccinated from the major communicable conditions such as flu, measles etc. Especially because we work with many clients that have compromised immune symptoms, your appointment may need to be rescheduled at the discretion of the therapist should you present to your appointment with signs or symptoms of a transmittable illness.
If you have symptoms of a cold or flu, please contact the therapist before coming to your appointment.
Privacy of personal information is an important principle at Jennifer Bloch RMT. We are committed to collecting, using and disclosing personal information responsibly and only to the extent necessary for the goods and services we provide. We also try to be open and transparent as to how we handle personal information. This document describes our privacy policies.
What is Personal Information?:
Personal information is information about an identifiable individual. Personal information includes:
- information that relates to their personal characteristics (e.g., gender, age, income, home address or phone number, ethnic background, family status)
- their health (e.g., health history, health conditions, or health services received by them)
- their activities and views (e.g., religion, politics, opinions expressed by an individual, an opinion or evaluation of an individual).
- Personal information is different than business information (e.g., an individual’s business address and telephone number), which is not protected by privacy legislation.
Who we are:
Our organization, Jennifer Bloch, RMT, includes at the time of writing two massage therapists and one support staff. We work with a number of consultants and agencies that may, in the course of their duties, have limited access to personal information we hold. These include computer consultants, security and maintenance, bookkeepers and accountants, temporary workers to cover holidays, credit card companies, website managers, cleaners, insurance companies, and lawyers. Your personal health information is securely located in a location that is accessed only by other health care practitioners that are directly associated with Jennifer Bloch, RMT by engaging in a contract and confidentiality agreement. Should you engage the services of another health care practitioner (HCP), Jennifer Bloch, RMT may share your personal information with said HCP for the sole purpose of ensuring your safety and/or helping you achieve your health goals. Your consent will be obtained prior to sharing any information about your file to another health care practitioner. Written consent will be required for your consent to share information to any other third party.
Because we are also a mobile clinic, measures are taken to ensure the safety of our therapists and consultants when entering the home of a client including providing access to your name, appointment time, and contact information to a third party security officer as assigned by Jennifer Bloch, RMT. We restrict the access of any consultant or agency to any personal information we hold as much as is reasonably possible. We also have their assurance that they follow appropriate privacy principles.
Primary purposes for the collection of personal information:
Like all massage therapists, we collect, use and disclose personal information in order to serve our clients. For our clients, the primary purpose for collecting personal information is to provide massage therapy treatment. For example, we collect information about a client’s health history, including their family history, physical condition, function and social situation in order to help us assess what their health needs are, to advise them of their options and then to provide the health care they choose to have. A second primary purpose is to obtain a baseline of health and social information so that in providing ongoing health services we can identify changes that are occurring over time. It would be rare for us to collect such information without the client’s express consent, but this might occur in an emergency (e.g., the client is unconscious) or where we believe the client would consent if asked and it is impractical to obtain consent (e.g., a family member passing a message on from our client and we have no reason to believe that the message is not genuine).
About members of the general public:
For members of the general public, our primary purposes for collecting personal information are to provide notice of special events (e.g., a seminar or conference) or to make them aware of massage therapy services in general or with Jennifer Bloch RMT in particular. For example, while we try to use work contact information where possible, we might collect home addresses, fax numbers and email addresses. We try to obtain consent before using any such personal information, but where this is not, for any reason, possible, we will upon request immediately remove any personal information from our distribution list.
On our website we only collect, with the exception of cookies, the personal information you provide and only use that information for the purpose you gave it to us (e.g., to respond to your email message, to purchase an item, or to subscribe to our newsletter). Cookies are only used to help you navigate our website and are not used to monitor you.
About contract staff, volunteers, and students:
For people who are contracted to do work for us (e.g., temporary workers), our primary purpose for collecting personal information is to ensure we can contact them in the future (e.g., for new assignments) and for necessary work-related communication (e.g., sending out paycheques, yearend, tax receipts). Examples of the type of personal information we collect for those purposes include:
- home addresses and telephone numbers. It is rare for us to collect such information without prior consent, but it might happen in the case of a health emergency (e.g., a SARS outbreak)
- investigate a possible breach of law (e.g., if a theft were to occur, or if there is a serious allegation against them by a client, fellow staff member, or member of the public).
Related and secondary purposes for the collection of personal information:
Like most organizations, we also collect, use and disclose information for purposes related to or secondary to our primary purposes. The most common examples of our related and secondary purposes are as follows:
- to invoice clients or agencies for goods or services that were not paid for at the time
- to process credit card payments or to collect unpaid accounts.
- to advise clients that their product or service should be reviewed (e.g., to follow up on self-care prescriptions appropriate for their then current needs and to consider modifications.
- to advise clients and others of special events or opportunities (e.g., a seminar, development of a new service, arrival of a new product) that we have available.
- our clinic reviews client and other files for the purpose of ensuring that we provide high quality services, including assessing the performance of our staff. In addition, external consultants (e.g., auditors, lawyers, practice consultants, voluntary accreditation programs) may on our behalf do audits and continuing quality improvement reviews of our Clinic, including reviewing client files and interviewing our staff.
- Massage Therapists are regulated by the College of Massage Therapists of Ontario who may inspect our records and interview our staff as a part of their regulatory activities in the public interest. In addition, as professionals, we will report serious misconduct, incompetence or incapacity of other practitioners, whether they belong to other organizations or our own. Also, our organization believes that it should report information suggesting serious illegal behaviour to the authorities. External regulators have their own strict privacy obligations. Sometimes these reports include personal information about our clients, or other individuals, to support the concern (e.g., improper services).
- Also, various government agencies (e.g., Canada Customs and Revenue Agency, Information and Privacy Commissioner, Human Rights Commission, etc.) have the authority to review our files and interview our staff as a part of their mandates. In these circumstances, we may consult with professionals (e.g., lawyers, accountants) who will investigate the matter and report back to us.
- The cost of some goods/services provided by the organization to clients is paid for by third parties (e.g., WSIB, private insurance, Assistive Devices Program). These third-party payers often have your consent or legislative authority to direct us to collect and disclose to them certain information in order to demonstrate client entitlement to this funding.
- Clients or other individuals we deal with may have questions about our goods or services after they have been received. We provide ongoing services for many of our clients over a period of months or years for which our previous records are helpful. We retain our client information for a minimum of ten years after the last contact to enable us to respond to those questions and provide these services (our regulatory College also requires us to retain our client records).
- If Jennifer Bloch, RMT or its assets were to be sold, the purchaser would want to conduct a “due diligence” review of the Clinic’s records to ensure that it is a viable business that has been honestly portrayed to the purchaser. This due diligence may involve some review of our accounting and service files. The purchaser would not be able to remove or record personal information. Before being provided access to the files, the purchaser must provide a written promise to keep all personal information confidential. Only reputable purchasers who have already agreed to buy the organization’s business or its assets would be provided access to personal information, and only for the purpose of completing their due diligence search prior to closing the purchase.
- You can choose not to be part of some of these related or secondary purposes (e.g., by declining to receive notice of special events or opportunities, by paying for your services in advance). We do not, however, have control over some of these related or secondary purposes (e.g., external regulation).
Protecting Personal Information
We understand the importance of protecting personal information. For that reason, we have taken the following steps:
- Paper information is either under supervision or secured in a locked or restricted area.
- Electronic hardware is either under supervision or secured in a locked or restricted area at all times.
- Passwords are used on computers and mobile devices. All of our cell phones are digital, which signals are more difficult to intercept.
- Paper information is transmitted through sealed, addressed envelopes or boxes by reputable companies.
- Electronic information is transmitted either through a direct line or is anonymized or encrypted.
- External consultants and agencies with access to personal information must enter into privacy agreements with us.
Retention and Destruction of Personal Information:
We need to retain personal information for some time to ensure that we can answer any questions you might have about the services provided and for our own accountability to external regulatory bodies. However, we do not want to keep personal information too long in order to protect your privacy. We keep our client files for ten years. Our client and contact directories are much more difficult to systematically destroy, so we remove such information when we can if it does not appear that we will be contacting you again. However, if you ask, we will remove such contact information right away. We keep any personal information relating to our general correspondence (i.e., with people who are not clients) newsletters, seminars and marketing activities for about six months after the newsletter ceases publication or a seminar or marketing activity is over. We destroy paper files containing personal information by shredding. We destroy electronic information by deleting it and, when the hardware is discarded, we ensure that the hard drive is physically destroyed. Alternatively, we may send some or all of the client file to our client.
You Can Look at Your Information
With only a few exceptions, you have the right to see what personal information we hold about you. Often all you have to do is ask. We can help you identify what records we might have about you. We will also try to help you understand any information you do not understand (e.g., short forms, technical language, etc.). We will need to confirm your identity before providing you with this access. We reserve the right to charge a nominal fee for such requests.
In some cases, we may ask you to put your request in writing. If we cannot give you access, we will let you know the reason within 30 days.
If you believe there is a mistake in the information, you have the right to ask for it to be corrected. This applies to factual information and not to any professional opinions we may have formed. We may ask you to provide documentation that our files are wrong. Where we agree that we made a mistake, we will make the correction and notify anyone to whom we sent this information. If we do not agree that we have made a mistake, we will still agree to include in our file a brief statement from you on the point and we will forward that statement to anyone else who received the earlier information.
Do You Have a Question?
Our Information Officer, Jennifer Bloch, RMT, can be reached at:
Tel: (416) 877-3026 Email: firstname.lastname@example.org
Jennifer will attempt to answer any questions or concerns you might have or, after receiving a complaint in writing, the information officer will acknowledge receipt of your complaint; ensure that it is investigated promptly and that you are provided with a formal decision and reasons in writing.
If you have a concern about the professionalism or competence of our services or the mental or physical capacity of any of our professional staff we would ask you to discuss those concerns with us. However, if we cannot satisfy your concerns, you are entitled to submit your complaint to our regulatory body:
COLLEGE OF MASSAGE THERAPISTS OF ONTARIO 1867 Yonge Street, Suite 810, Toronto, ON M4S 1Y5 (416) 489-2626, (800) 465-1933, facsimile (416) 489-2625, email@example.com, www.cmto.com
This policy is made under the Personal Information Protection and Electronic Documents Act. That is a complex Act and provides some additional exceptions to the privacy principles that are too detailed to set out here. There are some rare exceptions to the commitments set out above.
For more general inquiries, the Information and Privacy Commissioner of Canada oversees the administration of the privacy legislation in the private sector. The Commissioner also acts as a kind of ombudsman for privacy disputes. The Information and Privacy Commissioner can be reached at:
112 KENT STREET | OTTAWA, ONTARIO | K1A 1H3 PHONE (613) 995-8210 | TOLL-FREE 1-800-282-1376 | FAX (613) 947-6850 | TTY (613) 992-9190 www.privcom.gc.ca