FAQs

Have insurance coverage for massage?  We can submit* your insurance claims for you directly.  Just bring in your insurance card and let us save you the hassle.  Pay today and get your return in 48 hours.   *Unfortunately we can not process claims for the Federal Government (Sunlife). Due to their policies, they require their members to file claims manually due to fraud protection.

YES we also do direct billing for Blue Cross, RCMP and VA.

Receipts are issued after each paying treatment for submission to your insurance companies.   If you do not have insurance, check with your accountant to determine if you are able to submit the receipts on your income tax.

Payments accepted We accept Debit, Visa, Mastercard or Cash.

We are a medical facility and in NO WAY encourage you to tip your therapist.  If you you feel the need to do so we have provided the option on our payment terminal. Your word of mouth and referral to friends and family is the best tip you can give your therapist!

Client/Practitioner Expectations

The first session begins with an interview and health history.   You are asked a series of questions and an assessment is performed.  Keep in mind that privacy and confidentiality are maintained at all times.  During the session, clients are covered and draped with sheets and towels, uncovering only the body part to be worked on.  The genitals are never exposed or massaged.  Massage sessions may start with the client lying face up or face down, depending on the purpose of the session.  If the session focuses on a particular injury, that body part is generally worked on first.  For a regular stress-reduction session the back and neck are worked on first, followed by the legs, feet and arms.  Clients can ask for different parts of the body to be worked on or not worked on, and are encouraged to discuss this with the therapist at the beginning of the session.  Some kinds of massage sessions use oil or lotion, and others do not.  When Swedish massage is employed, oil/lotion is used.  If you have any reactions to oils or lotions it is important to inform you therapist as soon as possible so that adjustments to what is being used can be made.  During the session, clients are encouraged to relax, and inform me if anything makes them uncomfortable, either physically or psychologically.  Talking may occur during the session, but often we will ask you to talk with us before or after, as the massage session may take a good deal of concentration.  If something feels uncomfortable during the session, please speak up immediately.  I  want to know as soon as possible. The sessions don’t vary much in length.  You might be sore after an injury massage session for one to two days.  Be sure to tell me if this occurs.  If you are sore for longer than two days, the massage therapists needs to know so that the massage can be adjusted to be gentler.

Followup treatments will continue to include questions and assessments previous to the treatment.  This is to ensure that you are treated safely.    Following the treatment re-assessment and home care are provided.  The length of time for these questions ,assessments and home care will vary depending on the nature of the visit.

Appointment Policies

Each session has a time limit.  This includes the assessment.  The first appointment, which includes a history and an assessment, lasts approximately 1 hour.  If a client is late for a treatment session, the session still falls within the allotted time slot.  If we are late, the session lasts the full time booked or the treatment rate is discounted.  If you wish to cancel an appointment, you must do so 24 hours in advance, or you are charged for the full amount of the session.  We have an answering machine and messages can be left there.   Please include the time and date you are booked to ensure cancellation.   Emergency cancellations aren’t charged for at the practitioners’ discretion.  If I need to cancel an appointment, I will do so within 24 hours whenever possible.   We do not do house calls.  We see clients from 6:45 am – 8:30 pm Mon, Tues, Wed, Fri and 9:00 – 8:30 pm Thursday, Saturday 9:00 am – 3:00 pm and Sunday 10:00 am – 3:00 pm  (Subject to change without notice)   We return phone calls in-between appointments when we are working at the clinic.  If our receptionist is working, calls will be returned in 15 minutes.

Fees

If during our assessment we determine with reasonable certainty that our work won’t help you, we end the session at that time and you aren’t charged for the initial appointment.  Payment is due at the time of service unless other arrangements have been made prior to treatment.  I accept, Cash, Cheques, Debit, MasterCard and Visa.   I do not bill clients nor provide direct billing for insurance other than Veterans Affairs and RCMP claims.  There is a $25.00 NSF fee for any returned cheques.  Sometimes private insurance companies reimburse clients for massage therapy services.  It is best to get in touch with your insurance company to see if my services are covered by your provider.   We provide you with a receipt but can’t guarantee that your visit will be covered by your insurance provider.   Fees are generally not raised more than once per year

Professionalism

Our profession ascribes to a code of ethical behavior,  which is available upon request.  We follow all of the statements in this ethical code and have strong beliefs that practitioners and their clients shouldn’t engage in intimate social relationships.   We are governed by many acts and those acts are administered by the CMTO (College of Massage Therapists of Ontario).  These acts are in place for your (the public’s) protection.   RMT’s  (Registered Massage Therapists) in Ontario must abide by the laws as set out by these acts.   Personal and professional boundaries are respected at all times.   We perform services for which we are qualified (professionally, physically and emotionally) and able to do, and refer to appropriate specialists when work in not within my scope of practice or not in the clients best interest.  We customize our treatment to meet the client’s needs.   We keep accurate records and review charts before each session.  We respect all clients regardless of their age, gender, race, national origin, sexual orientation, religion, socioeconomic status, body type, political affiliation, state of health and personal habits.   We reserve the right to refrain from working on a person who is under the influence of alcohol or drugs.  Sexual harassment is not tolerated.   If the practitioner’s safety feels compromised, the session is stopped immediately.

Any age. Massage therapy treatments are effective from birth until palliative care stages.

It is a good idea to arrive 10 – 15 minutes before your appointment time when it is the first time you have been to a new clinic.  There is a health history form that you will be required to fill out.  Arriving early ensures that your appointment time is not used up for paperwork.

No, Massage Therapy is best used on a preventative basis to treat discomforts associated with workplace stress, postural issues and physical demands of athletic strains.

This really depends on the type of illness. If you are sick with menstrual cramps, morning sickness or a hang-over, massage can be very helpful.

If you have a fever and suspect that you have the flu, it is recommended that you reschedule your appointment for a later date. This will insure your recovery and eliminate the spread of the flu to the therapist and subsequently other clients.

If you have a cold, the first 2 days are considered contagious and we ask that you reschedule your appointment for a date following the initial outbreak.  

Consult your therapist prior to booking an appointment. 

One of the keys to the success of a your massage therapy session is your ability to relax and feel comfortable. Therefore, the decision is yours; remove only the articles of clothing that you are comfortable with removing. Traditional full-body massage treatments work best administered directly, without the barrier of clothing on the areas massaged. During a session you will be fully covered with a table sheet/blanket, only the area of your body that is being worked on is uncovered. Before and after the session, you will undress and dress in complete privacy.

You will discuss with your therapist the reason for your visit.  The therapist will determine what treatment needs to be performed and which areas of the body need to be addressed.   You will be given clear indications of which regions will be treated and asked for your permission to proceed.  You have the right to refuse treatment on any region of the body that you are not comfortable having touched.

For a general wellness massage or full body massage, typically this will include your.   back, neck, shoulders, chest, arms, legs, feet, hands, face and head.   If you do not want your face and head massaged please indicate this to your therapist.  There are times when a full abdominal massage will be included in a full body wellness massage.  Good communication of which areas you would like treated and which areas you would like to forego will ensure that you receive the massage you want.

You have the right to refuse, alter or change any area indicated to massage. If you agree to the treatment plan and areas indicated by your massage therapist, only those areas being worked on will be exposed, all other areas will be covered. At no time will areas in the genital region be massaged.

If Breast massage is indicated, explicit written permission will be obtained from you before any such treatment is performed. (You will still have the right to refuse, alter or change the consent at any time)

An assessment is a process for collecting information.  It is a necessary aspect of massage therapy.  Your therapist is required to perform an assessment so that the treatment provided to you will be safe and effective.

Your therapist will ask you questions about your current condition and based on that information, you will be asked you to perform a series of tests.

These tests include looking at your posture from the front, back and side of your body. Your therapist will ask you to move certain body parts in a particular fashion.  This will assess what movements you can and cannot do.  The therapist will then move your body parts through the same ranges of motion to determine what tissues (fascia, muscles, tendons, ligaments, joints etc), are affected.  Next the therapist will test the integrity or strength of the muscle tissue in question.  Joints may be assessed if they are believed to be involved.  If necessary, special tests are performed to rule out or confirm what the therapist believes is the problem.   Once these have been completed, your therapist will provide you with his/her assessment findings and will present a treatment plan for you.  You may accept that treatment plan or alter any aspects that are presented for you.

An assessment length can vary in time.  The time used will depend on the condition that is being assessed,  whether the client is new to the therapist or if during the assessment the massage therapist believes it is necessary to perform additional testing.

Yes, to guarantee that you are treated safely an assessment is part of your treatment and is included in the time you booked for a massage.

Your body can let you know. Some people require only a few sessions to treat a specific problem, while others become regular users of massage therapy as both proactive and preventative healthcare. Massage can help maintain good muscle tone, flexibility, and help correct muscular injuries.

We have a list of the benefits of Massage Therapy on our web site, but if you require additional information please feel free to contact us to answer any additional questions you may have.

If you have never had a massage before or it has been a extended period of time since your previous massage, it is normal to feel achy sore, like after a good work out 48 hrs post treatment.  Drink plenty of water to re-hydrate the tissues and flush out the wastes in your body that are released after a massage. An epsom salt bath is recommended also to help soothe and to calm muscles, provided you are not allergic to sulfur. 

If you have had a deep tissue massage with aggressive techniques it is advised that you refrain from extreme physical activity for 48 hours.

Yes, typically many people’s workplace benefits package covers the full or a percentage of the cost of massage therapy by a Registered Massage Therapist (RMT).  The Massage Therapist will issue you a receipt after the treatment that you will use to submit your claim. Some plans also require a referral note from a medical doctor.  Contact your insurance provider to check the specifics of your plan for coverage details.

If you are not covered by insurance, check with your accountant to see if the receipts are allowable  to be used in your income tax return.

When you purchase a gift certificate it cannot be invoiced to you in the same way. You cannot claim this purchase through you extended health care benefits because this is a gift and not be used by you for a health benefit. If your Massage Therapist gives you a receipt that you can claim through your extended health benefits this would be fraud.

No, this type of invoicing is fraudulent. You may only receive an invoice for services rendered at the time of receipt. Any invoicing that is done with dates that you did not receive a massage is fraudulent.

Only people who are members of the CMTO (College of Massage Therapists of Ontario) can use the title Massage Therapist or Registered Massage Therapist in the Province of Ontario. Massage Therapists in the province of Ontario must adhere to the Regulations and Standards of the Profession and maintain a high level of these standards. The minimum requirement in Ontario, BC and Halifax is 2200 hours of Education. This usually indicates a 3 year program.

Treatments performed by massage therapists that are not members of the CMTO, will not be covered under Ontario insurance plans.

Always ask questions, you will need to make an informed decision rather than just a decision.

WHAT WE ARE DOING TO KEEP YOU HEALTHY AND SAFE!

 We are preparing to open our clinic and we have implemented new safety measures to keep you safe during your visit.  We have always been dedicated to the cleanliness of our space but now we are raising or standard to comply with Covid-19 Ontario Health guidelines.

To give you a clearer understanding of what to expect with our new norm we have listed the steps we are taking to keep our clinic comfortable and safe for everyone!

PRIOR TO YOUR APPOINTMENT- CLIENT SCREENING

 It is essential we know about the status of your health, At the time of booking and 1 day prior to our appointment you will receive an online reminder form with a set of screening questions for you to answer. If you answer YES to any of the questions, we ask you to re-schedule your appointment when you are no longer symptomatic and/or outside the 14-day period and contact. Ministry of Health COVID 19 Patient Screening Guidance Document

ARRIVAL FOR YOUR APPOINTMENT

 Time of Arrival- Please arrive for your session right on time, and not early, to keep any contact or crowding in our reception to a minimum. Consider waiting outside or in your car if you’re comfortable and weather permits. We are staggering appointment times to minimize overcrowding in the clinic. Please respect this process.

Upon Arrival at the Clinic- Our team will ask you a few quick questions to confirm the status of your health and any potential COVID-19 contact. We ask that you immediately wash your hands or use hand sanitizer provided.

Face Protection-Team members and clients are required to wear masks at all times. We ask you to bring a cloth or surgical mask with you but If you don’t have a mask, we’ll provide you with one for a small fee.

Social Distancing- Our reception area has been modified to provide 6ft. between clients and we ask you to be aware of this guidance through out your treatment time.

Plexiglass Divider- We have installed a plexiglass on our front desk to protect you and our CE team.

AFTER YOUR APPOINTMENT

Contactless Payment- During this time, we aren’t accepting cash payments. Credit card or debit cards are accepted so our CE team can settle any payments in a contactless way.

Time to Sanitize- All appointment will have additional time in between to provide ample time for the cleaning of tables and equipment.

OUR CLEANING & SANITATION PROCEDURES

• We are dedicating extra time between appointments to clean the treatment tables, headrests, stools, doorknobs, light switches, floors, all furnishings and equipment thoroughly using the “wipe twice” method so that sanitizing solutions have time to take effect ensuring a fully clean surface.
• As per our usual, frequent hand washing will occur with anti-bacterial hand soap. Hand washing happens prior to assessment, prior to treatment and post treatment.
• We are completing a thorough sanitation of the full clinic every hour which is monitored and checked by our CE team.
• We are using pillows that have a protective vinyl covering that can be sanitized between clients. All other linens are changed and sanitized after each treatment as per our usual routine.
• Our team have designated clothing worn strictly for treatment and time-in-clinic only. Therapists will be changing their uniform t-shirts between clients to ensure further cleanliness.
• All cleaning procedures are documented.

WHAT WE ASK OF YOU

A safe and healthy environment requires all our cooperation.

Practice Social Distancing- When in close, shared spaces like the reception or hallway please respect others space and maintain a safe distance.

What if I’m not feeling well? – If you have a cough, fever, or symptoms of COVID-19, please do not come to the clinic and contact your medical practitioner immediately.

F.A.Q

Is the cancellation policy still in effect?

Our 24-hour cancellation policy is still in effect to ensure we provide fellow clients with an opportunity to book a session. If you’re unable to attend due to Covid-19 symptoms or contact the cancellation fee will be waived.

Can you make sure I’m the first one on my Therapist schedule?

We are starting with a gradual opening in which urgent/emergency therapeutic care will take president. We will only be taking bookings a month in advance as we need to adjust to any further measures our governing college guides us to. We’re booking on a first-come, first-served basis once our schedules open, and won’t be adding priority names to waitlists at this time. We want to ensure we are as available as equally and fairly as possible to our entire CE community.

 Are the clinic hours reduced?

We’re maintaining our regular clinic hours. However, there will be a reduction in the amount of daily appointments due to the extended time between treatments due to sterilization protocols.

What will Core Elements do if someone (client or team member) tests positive for Covod-19?

We are maintaining a client log and If a client or one of our team members have tested positive for COVID-19, or have knowingly come into close contact with someone who has, We will be immediately contacting any client(s) that may have came into contact and the individual and will be advised to self-isolate for a 14-day period.

If a CE team member tests positive, they will not return to the clinic and their return will depend on the advice of the physician or other qualified medical practitioner (after a minimum 14 day quarantine at-home period).

If any client reports any flu-like symptoms, including a fever, cough, and/or shortness of breath, or other symptoms that may be indicative of COVID-19, the client’s appointment will be cancelled and will be sent home and advised to consult a medical practitioner.

CLINIC UPDATES

We will continue to post updates on any regulatory changes or procedure we implement on our website www.orleanscoreelements.com, Facebook and Instagram pages.

Welcome back! And we look forward to seeing everyone soon in health!

You CE Team