Pheona Policies

PRIVACY POLICY

Therapists are required to collect and use a certain amount of information for our records, to ensure a safe and goal oriented treatment custom to the clients needs. The privacy of your personal information is very important to us. We are committed to using and disclosing information responsibly and only to the extent necessary for the services we provide.

As all health care professionals are, we are a Health Information Custodian (HIC) under the Regulated Health Professions Act (1991) and Ontario’s Personal Health Information Privacy Act (2004). Therapists and staff members in our organization are bound by law and ethics to keep your privacy and the confidentiality of your personal information.

What is personal information?

Personal information includes data that relates to:

  • individual’s personal characteristics (e.g., gender, age, income, home address or telephone number, ethnic background, family status);
  • Health (e.g., health history, health conditions, health services received);
  • Personal activities or views (e.g., opinions expressed by an individual, an opinion or evaluation of an individual).

Personal information is different from business information (e.g., an individual’s business address and telephone number). This is not protected by privacy legislation.

Purpose of collection

Includes but is not limited to:

  • Collecting information about a clients health history to help us assess and create a proper treatment plan.
  • Gather information to let the client know what options and services we can provide for their individual needs.

Registered Massage Therapists are regulated by the College of Massage Therapists of Ontario (CMTO). Registered Physiotherapists are regulated by the College of Physiotherapists of Ontario. These governing bodies may inspect our records and interview therapists as a part of their regulatory activities in the public interest. They also require us to report information suggesting serious illegal behavior 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., Canada Customs and Revenue Agency, Information and Privacy Commissioner, Human Rights Commission, etc.) and have the authority to review our files and interview our therapists 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.

Clients or third parties we deal with may have questions about our services after they have been received. We retain our client information for a mandatory minimum of ten years after the last contact to enable us to respond to those questions and provide these services. Paper information is secured in a locked filing cabinet. When it is time to destroy personal information files they are shredded. We do have several therapists at this clinic and as such your file may be shared amongst the therapists if you transfer your care from one to another. Electronic hardware is safe coded via passwords and is encrypted. We destroy electronic information by deleting it and, when the hardware is discarded, we ensure that the hard drive is physically destroyed. External consultants and agencies with access to personal information must enter into privacy agreements with us.

Clients may have access to see what personal information we hold about you. We will need to confirm your identity, if we do not know you, before providing you with this access. 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 have 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.

Questions?

Phelona Therapies

240 Bank Street, Suite 104
Ottawa, ON K2P 1X4
Telephone: 613-800-2515
www.phelona.com

College of Massage Therapy of Ontario

1867 Yonge Street, Suite 810
Toronto, ON M4S 1Y5
Telephone: 416.489.2626
www.cmto.com

Ontario Physiotherapy Association

55 Eglinton Avenue East, Suite 210
Toronto, ON M4P 1G8
Telephone: 416.322.6866
www.opa.on.ca

College of Chiropractors of Ontario
130 Bloor St. West, Suite 902
Toronto, ON M5S 1N5
Telephone: 416.922.6355
www.cco.on.ca

FIRST VISIT

If this is either your first session or first time visiting our clinic, welcome. We ask that you arrive 15 mins early to fill out your health history form. This information is necessary to assure that we can create a proper treatment plan for your individual needs. You may also choose to download the form and fill it out ahead of time.

Your therapist will then take you to your treatment room where you may discuss your goals for the treatment, and informed consent may be given. Assessments may be done to help us get a clearer understanding of what may be causing your condition. As we are not doctors we cannot diagnose, though this will help us get a clearer idea on how we can make the most of your treatment. This is also valid information so that, if necessary and with your consent, we can communicate with your other healthcare practitioners.

Once the assessment portion is over, the therapist will leave the room allowing you to change in privacy. During a treatment, your body will remain fully covered by the sheets and proper draping, except for the area being treated at the time. For a physiotherapy treatment you may also be required to bring shorts and a t-shirt. You may choose to alter or change the treatment at any time. Questions are always welcome.

Once the treatment has ended, the therapist will leave the room again so you may get dressed. After the treatment, the therapist will check back in with you and prescribe any home care that you would benefit from in terms of stretching or exercise.

Health History Form and Cancellation Policy

SERVICE LEVEL AGREEMENT

Phelona Therapies’ mission is to provide quality care, excellent service, support and education for our clients. We are here to generate a fusion between science and a more holistic approach to create a safe space of well-being and balance; treating clients with integrity as a top priority.

Purpose of Document

The purpose of the agreement is to establish what is expected of both the clinic and our clients. The goal is to obtain a mutual agreement between both parties.

Service Agreement

  1. Services – Therapists are responsible for treating clients with integrity providing the best care possible.
  2. Telephone support – Phones will be answered during business hours as specified on Phelona’s website. An answering service is provided for missed calls. Messages will be responded to during next available business hours.
  3. Email support – Monitored during business hours. During off-hours emails will be received but no action can be guaranteed until the next working day. For booking appointments, we recommend calling the clinic or booking through our online system or our mobile application.

Client Requirements

  1. If a client has an insurance provider covering any therapeutic costs, full payment for treatment is still required on site, post treatment. An insurance receipt will be provided for each treatment.
  2. Clients are responsible for missed appointments or last minute cancellations. Therapists are paid per client, and suffer a loss if clients do not show for their allotted time. This also means that another client requiring treatment may miss out on a potential time slot. Out of respect, we ask clients to please call 24hrs prior to their scheduled appointment if they need to cancel or reschedule, or a cancellation fee will be applied.
  3. Clients are expected to arrive early or on time for their appointments. New patients are required to arrive 15 minutes early to fill out appropriate paperwork. If the client arrives late, the therapist cannot be expected to go overtime, as they typically have a tight schedule to maintain. If a client is 15 minutes (or more) late for an appointment, the therapist is not required to keep the allotted time, and the client will be required to pay the cancellation fee. We ask that you notify us if you know you are running behind schedule.
  4. Clients are asked to show respect towards others, in public areas and private areas.

CANCELLATION POLICY

Clients are responsible for missed appointments or last minute cancellations. Therapists are paid per client, and suffer a loss if clients do not show for their allotted time. This also means that another client requiring treatment may miss out on a potential time slot. Out of respect, we ask clients to please call 24hrs prior to their scheduled appointment if they need to cancel or reschedule. Our cancellation fee is 80% of your treatment cost.

Clients are expected to arrive early or on time for their appointments. New patients are required to arrive 15 minutes prior to fill out appropriate paperwork. If the client arrives late, the therapist cannot be expected to go overtime, as they typically have a tight schedule to maintain. If a client is 15 minutes (or more) late for an appointment, the therapist is not required to keep the allotted time, and the client will be required to pay the cancellation fee. We ask that you notify us if you know you are running behind schedule.