Health Check : An Ethical Dilemma?

While most clients will cancel if they are feeling unwell, some will still show up to an appointment symptomatic. As winter and the dreaded flu season approaches, protect your health, and your business, by asking clients to answer some questions before every session and remember, prevention is always better than cure.

Preventative Measures

• Practice higher standards of cleaning and sanitising. Consider using disposable products for hygiene and ease.
• Have protocols in place for dealing with client illness and cancellation, and notify clients of these policies.
• Perform a health check-in either verbally or in writing for each client session.
• Be prepared to cancel a treatment when appropriate, even if that is after the client arrives.

The Health Check-In

Create a form, in addition to your usual client intake form, specifically as a health check-in. It should be completed by every client before every treatment. Keep it in a simple checklist format and it won’t be time consuming. Regularly update your form to keep current with whatever health threats may be affecting your area. Websites such as https://www.health.nsw.gov.au/Infectious/alerts/Pages/default.aspx are a good place to start.

That’s all good and logical but what happens if a client fails the health check-in and they are already there in front of you? How do you handle following through on your own health and safety policies in that situation?

Face-to-Face Cancellations : An Ethical Dilemma

Every therapist is different and is going to be comfortable or uncomfortable with different levels and standards of health and well-being, but you should always be prepared for the situation where a face to face cancellation is necessary.

Ask yourself:

• Do I have current cancellation policies and processes in place and have clients been made aware of these policies?
• Do I have health and wellness policies displayed in my reception area or treatment rooms?
• Have I prepared myself to cancel an appointment when a client is actually here and waiting for a massage?
• Have I prepared and practiced an answer to help myself deal with these types of cancellations?
• Am I prepared to cope with a disappointed and frustrated client who has had their appointment cancelled upon arrival?
• Based on my standards of care, am I ready to maintain those boundaries, regardless of the cost, and handle this scenario with professionalism and positivity?

Some therapists will be more concerned about the clients’ expectations and worry about upsetting them. Others may be more cautious for themselves and willing to cancel for any reason, while some therapists will just stick to the health and safety guidelines and not consider ‘grey’ areas. You just need to identify what is right for you.

In the face of so many unknowns like COVID, measles, influenza and whatever else may be hiding just around the corner, the best thing you can do is be prepared and be aware. As a rule of thumb, if in doubt, don’t massage and be prepared to cancel a session to protect both yourself and your business, after all, it’s better to spread kindness than germs!