Fulcrum Massage Policy & Procedures
New clients are asked to read these policies and procedures before their appointment so they can provide informed consent. By agreeing to the consent section on the intake form, clients acknowledge that they have read, understood and agree to comply with these policies.
Cancellation Policy
A 50% cancellation fee applies to missed appointments and cancellations made within 24 hours of the scheduled consultation. Gift certificates will be forfeited for no-shows.
Lateness Policy
Please arrive on time and no more than five minutes before your appointment. If you arrive 5–10 minutes late, the remaining appointment time will be used to its best advantage. If you arrive 15 minutes or more after the scheduled start time without contacting Fulcrum Massage, the appointment will be considered a no-show and a 50% cancellation fee may apply and/or any gift certificate may be forfeited. Fulcrum Massage will attempt to contact clients who have not arrived within 15 minutes and will leave a message if there is no answer.
If the service provider is late, the client will receive the full allotted treatment time. If the client is unable to extend beyond the original appointment finish time, an appropriate discount will be applied.
Informed Consent & Intake Form
The intake form must be completed before the initial consultation. If you are unable to complete it beforehand, it may be completed in person on the day of your appointment. At the start of each consultation, the treatment plan will be discussed with you.
Consent to treatment as detailed on the intake form:
To the best of my knowledge, I have provided all relevant information about my health and medical history. I, and my parent or guardian if I am under 18 years of age, give full consent to treatment. I intend this consent to apply to all future treatments, and I understand that I must update the service provider about any changes to my medical history.
I understand that a 50% cancellation fee may apply for any missed appointments or cancellations made within 24 hours.
Scope of Practice
Terms of service agreement as detailed on the intake form:
I understand the treatment I receive is for the purpose of stress reduction and relief of muscular tension.
If I experience any pain or discomfort, I will immediately inform the Service Provider so that the pressure or methods can be adjusted to my comfort level.
The service provider does not diagnose illness, disease or any other medical, physical or mental health condition.
The Service Provider does not perform spinal manipulations.
Massage and movement modalities are not substitutes for medical treatment or diagnosis, and I should see a healthcare provider for those services.
I agree to keep the service provider updated at future consultations as to any changes in my health and release the Service Provider from any liability if I fail to do so.
If I present with a condition outside the clinical competence of the service provider, they will refer me to an appropriate healthcare provider.
Sickness Policy
Fulcrum Massage recognises that both service providers and clients are vulnerable to infections and therefore ask clients to cancel appointments when they are feeling unwell.
If you have an infectious or contagious illness, please reschedule your appointment. Examples include diarrhoea, vomiting, fever, chickenpox, measles, mumps, rubella, meningitis, hepatitis A, conjunctivitis, head lice, impetigo, shingles, meningococcal disease, polio, ringworm of the body, feet or scalp, thrush, whooping cough, influenza, COVID-19 and the common cold.
Client Care & Boundaries
Clearance certificates: The service provider must maintain current National Police Check (NPC), Working with Children Check (WWCC) and Working with Vulnerable People Check (WWVP).
The service provider must maintain current membership with a representative body and professional association (Massage & Myotherapy Australia) along with current First Aid Certificate and Professional Indemnity, Public and Products Liability Insurance.
Minors: Children under 18 years of age must be accompanied by a parent or guardian, who must remain present in the clinic for the entire appointment.
The client may choose to leave on as much clothing as needed for comfort.
The clinic room door is never locked.
The client may ask for the massage to stop at any time.
Clients are encouraged to be honest and open with the service provider. Feedback about the effectiveness of the session, preferred techniques, techniques that were not comfortable, or any situation that felt uncomfortable is welcome at any time.
Draping and Modesty: During a massage, clients will remain securely covered with towels or sheets, exposing only the body part actively being treated to protect client privacy and dignity.
The genital area will not be contacted under any circumstances. Permission will be asked before working too close to this area: otherwise, a professional distance will be maintained.
The breast area will not be contacted regardless of gender, unless clinically relevant treatment is required following assessment and written consent has been obtained.
Sexual discussion or interaction of any kind between the client and service provider is never appropriate.
If a client initiates sexual behaviour, treatment will immediately cease and the matter may be reported to the appropriate authorities.
Clinical Hygiene and Safety
1. Before and after each session, service providers are required to wash hands and forearms with hot soapy water. Any skin breaks will be covered and protected. The client will come to the appointment clean and will inform the therapist of any breaks in their skin and these areas will be avoided.
2. All equipment and surfaces are sanitised between client sessions.
3. Linens that come into contact with clients are changed between sessions and laundered at 60°C.
4. Linens are stored in cupboards.
5. Clients will have access to a wash basin with hot water, handwash soap and separate individual hand towels for drying their hands.
6. Fire safety equipment is maintained, and evacuation routes are kept clear and accessible.
Confidentiality and Conversation
Fulcrum Massage is committed to protecting the privacy, dignity and confidentiality of all personal information collected while providing health services, in compliance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). Please refer to our Privacy Policy for details about how we collect, use, store, disclose and manage personal and sensitive information.
Discussion between the service provider and client is confidential. Clients may choose whether or not to talk during the massage.
It is inappropriate for a massage therapist to discuss their personal life with a client. Service providers are happy to listen and share professional expertise where appropriate.
Please switch your mobile phone to silent or aeroplane mode during your session.
Professional Conduct
As a member of Massage & Myotherapy Australia, the service provider is required to act in accordance with the Association’s Constitution, Code of Ethics and Standards of Practice and the National Code of Conduct for Health Care Workers.
Service providers will observe high standards of ethics, integrity and professional conduct. Ethical behaviour is not simply compliance with legal requirements; it also includes honesty, equity, integrity and social responsibility in all dealings.
Service providers will not make misleading claims about the curative capabilities of massage and movement practices, nor exploit the public’s lack of health knowledge.
At Fulcrum Massage, consultations are considered a place for restoration and learning, always working within the service provider’s scope of practice and the client’s capabilities.
Service providers enforce clear policies, ensuring a safe, respectful, and harassment-free workplace for staff and patrons.
Complaints
Step 1: Contact your service provider to discuss the concern verbally or by email or letter. Allow up to three weeks for a response or resolution. Keep a record of all communications.
Email: rhiannon@fulcrummassage.net
Phone: 0415 290 289
Mail: 6 Musk Duck Ave, Chiton SA 5211
Step 2: Escalate the matter to the Health and Community Services Complaints Commissioner (HCSCC) if the issue remains unresolved or involves a serious breach of the Code of Conduct, such as unacceptable risk, incompetence or boundary violations.
Online: https://www.hcscc.sa.gov.au/For-the-public/about-complaints
Phone: 1800 232 007
Mail: PO Box 199, Rundle Mall, SA 5000
Step 3: You may also lodge a parallel ethical complaint for investigation through your service provider’s professional association, Massage & Myotherapy Australia.
Online: https://www.massagemyotherapy.com.au/Consumers/Code-of-Conduct-and-Complaints/Health-Care-Complaints-Commission