Disgruntled Client Re Health Questions

[Mercury]

Hi There,

Help!!I had a new client today for a massage appointment, and when he arrived I explained that I will need to go through a few medical questions with him prior to treatment, he looked a bit puzzled by this, anyway we went through the questions that I had on my consultation card, and he was rather reluctant to tell me anything, everything I asked the answer was no no no, when I got to the question about the reason for treatment he said - all I want is a relaxing massage and I didnt expect to be asked all these questions and its not exactly a treatment anyway, I assured him it was and went on to explain again the reason for the questions and that there maybe contraindications. He then said well I have had massages in hotels and spa's and I have never had to do this before. He made me feel quite uncomfortable as I have never had anyproblems from clients like this before, how best should I deal with this if it happens again in the future?

 

[suzanar1128]

Hello jdholistic,
Poor you....You havedone nothing to worry about all your training has taught you that consultations need to be carried out, and clearly your client did not want to follow your rules to protect himself andyou...I would not worry about the outcome of this appointment....you were only doing your job.

Keep up the good work.

Rachelx

 

[soccer <3]

I agree with Hallos, keep doing what you are doing, you are doing nothing wrong.

 

[Irrem]

Poor you! This is something I am afraid of too. I practice Reflexology and Massage - like you from the holistic approach. What I am up against is the beauty salons who only want to get as many people through the doors and get their money off them!

During the consultation I tend to go on the defensive before anyone has a chance to question why others don't ask so much! I tell people that the consultation process is to ensure that there is no reason why the client can't be treated that day, or if treatment needs to be adapted. I explain that I use the holistic approach blah blah. To be honest I feel it helps my clients relax too before we begin - theydon't appear to think I'm just asking to be nosey! You are immediately taking an interest in them and their well being.

It is difficult though. I've been for a couple of treatments myself to local salons, one place only asked for my first name, right through from booking to end of treatment. Another whispered in the reception area 'you're not pregnant are you?' and that was the depth of the consultation!

When asked why I had booked for reflexology I explained and told the therapist of my work, I live in a smallish place so reckoned she might have already heard about me. She went on to say oh you probably do long consultations but you'l soon learn you don;t have time for all that when you're really busy.

Well I'm sorry but I fully intend to carry on the way I started. i am only able to work 3 days a week, that leaves plenty of time for all the paper work and research. I book 1 1/2 hours for an hour long reflexology session as I don;t want me or the client to feel rushed. I am getting a lot of returning clients, and many are booking courses of treatments.

yes I need to earn a living but i am not money grabbing like many are

ps no offence to salon based holistic and beauty therapists who manage to combine it all. My experiences have just been very negative over the last 14 years... my favourite is 'hello i'm just looking for a price list please?', 'sure', came the reply 'there you are'. I asked did they offer reflexology - and the reply... 'we don't need to do that because we do pedicures and thats the same thing'.!!! and that was only last year.

good luck and carry on doing your best

 

[SoccerStar]

If you find male clients uncomfortable with intake forms and even hesitant to fill in name and contact details, it usually means they were expecting the more than a massage.

I use essential oils, so I have quite a lot of questions on my form,many people, male and female, do comment on how much they have to fill out. If I am seeing someone every month or less I dont'get them to fill it out everytime, more than 6 months, I get them to fill it out again at the next appointment, too many things can change that they don't remember to let you know about.I've got one client that turns up every 5.5months so he doesn't have to fill out the form. I get my regulars to fill out a new form every January. 5.5 month guy gets to fill it out every 4th visit.

 

[Littletexan]

You were right to ask him relevant questions for the treatment. I'm pretty sure that if anything had "gone wrong", it would be the first thing that came up in any complaint or claim.

FBx

 

[gfepluapiadiqreeu]

Agree with all of the above. You could also say that the terms of your insurance require you to do a full health consultation before a first treatment.

I think most clients would think you thorough and professional and agree that this man possibly had some kind of ulterior motive for his treatment and didn't want a written record of it.

Lesley

 

[Pranil]

When new clients book with me I explain that there will be a medical and lifestyle consultation and I also ask them to bring with them a list of any medication they are on and the gp details, also if they are seeing another practitioner such as osteopath ect some form of concent orcontact details for me to speak to them before I start anything.At least then I have all the info I need and the client male or female knows what to expect

dont be bullied into dumming down your consultation form, you are a professional therapist and proud to be!!

HG

 

[Robert J]

Thanks for your supportive replies guys

I fully intend carrying on with consultations, this is what I was trained to do after all and is part of my profession having the holistic approach, and proud of it too. It did come unexpected when this client reacted in this way, and I'm wondering now if he did want more than a massage...yuk!![]

 

[leseotonsfae]

Hi Jill,

Just wanted to say ditto to all is being said already!

x

 

[Hello Beautiful(:]

Hiya Jill
Dont loose heart. Not all your clients will react this way . I agree with the others that he was probably looking for extras . I've had alot of experiences where clients (all male) have felt uncomfortable with the consultation process, the reason for this is they have not informed their wives/ partners about coming for a massage. They relax as soon as i tell them the information is confidential and I have to abide by confidentialityrules whichstate i am not allowed to discuss anything personel about the client with my friends family etc. Once they know I'm not gonna be rushing off to tell their partners they've had a massage they are fine lol

Having said that (and i laugh about it now ) i've had 3 of my regular clients tell me they lied during the first consultation, giving me a false address, telephone number and even lying about their real names.... the lengths men will go to not to be found out eh ! hehe

Innerpeace xxx

 

[oqpaobmp]

Hi,
There is a simple solution to this.
1. At time of booking make clear you provide a professional service which is backed with insurance & a screening is essential to safeguard both your interests.
2. Email him the health questionnaire for him to complete prior to treatment& explain this will save time & provide a more relaxed treatment if he completes it now.
3. At the first appointment run through the completed questionnaire, sign it off & got on with the treatment.

I do this quite successfully as they are fully aware of the health screening & reasons behind it & it doesn't interfere too much with the treatment time.

 

[KevinRobertOakes]

As they say, there's always one! I've had lots of treatments and not been asked any questions, but I also expect to be asked questions, so I know I am being treated by someone who actually cares about who I am, what I want and how to get there! I agree with all of the above, work in the way you feel comfortable and in a way which adheres with your training and insurance and you can't go wrong. I am a bit suspicious of people who are cagey about things, who do not see the true value in your training and consultation. I can promise you one thing, for every person who is funny about the level of questioning, there will be 100 who are grateful that you took the time to listen and respond.

 

[crc]

Morning,

Just been discussing this with my boyfriend.

It's not fair to think the man was just after 'extras'. My boyfriend said that he would often like just a relaxing massage but would not expect a full consultation. I thought about it too, and if I was just after a massage to completely chill me out after a busy day then, no, I wouldn't want a full consultation either.

I understand all about consultations as do them for reflexology and reiki but many people just like a massage to chill out to and not necessarily for any specific medical consultations. Perhaps the gentleman was unclear that you would be going through a consultation. Perhaps if he was after 'extras' then it may be worth looking after how you are marketing yourself.

I know there are some contraindications so maybe a very quick two minute 'yes/no' questionnaire on arrival is needed asking the most important questions such as 'are you pregnant', 'do you have any circulatory problems' etc. You can then go into further detail if necessary and if they indicate they want the massage for a particular condition. Did you know that he was expecting just a relaxing massage when he booked the appointment?

Hope this helps.
S.

 

[MapWaraFreeri]

There are two sides to this, and thoughts of someone wanting extras does not necessarily come into the equation.

If someone has a muscular/skeletal dysfunction and are looking for someone to apply their massage skills to correct it then they would expect to ask a lot of questions and possibly be examined prior to them getting on the couch for treatment.

There are also people who just use massage as a way of relaxing, they don't have any muscular/skeletal dysfunctions, they usually receive massage on a regular basisso possibly don't see the requirements of a consultation being of any use to them, yes i know we are trained to do them in one form or another but they do have a point, to them it is a wast of their time as they do not go for remedial/sports injury type massage just a general body massage.

 

[craftongurl]

True. I think a very small percentage are looking for extras. Exceptionally tiny percentage. Although I've had fake phone numbers in the past from both male and female clients.

Regardless, I do agree that many just want to forget about their troubles and just chill out, the important thing is to stress that the consultatation will help you ensure client safety is maintained and to ensure that you provide the treatment they most need at the time. It is also worth mentioning that if they become a regular client, they may have needs beyond pure relaxation in a later session, understanding their medication / ailments will help you modify treatment much more easily at that point, without having to go through the entire process again. You can merely ask if the following still holds true.

 

[luddite]

I was the one to first mention extras as a possibility - but I said extras are often part of what they are looking for if they seem uncomfortable filling out name and other contact info.

I have NEVER had a female client be concerned about me contacting her afterwards, I have had male clients get really anxious when it gets to phone number. "I don't want to be contacted" "OK,cross out all ofthe 'prefer to be contacted by email/phone/SMS options' ". Now that I am too busy to take appointments in less than a week, no one makes that comment anymore (I'd say most of thecontact commentscame from people with same day or next day appointments, almost all of the inappropriate requests came from same day or next day appointments too)

 

[reseAcery]

Hi

I think Hemelgirl has a really good point re not being bullied by a client. You do it the way you were taught not the way they want it. Clients do try to push us therapists around its a question of having boundaries and our rules that we and not them are comfortable about. I have had lots of clients who resent having to answer questions at all, but each time i explain the reasons why I ask the questions, they usually understand too, after all it is for their safety and our protection. Don't be intimidated by them. You are doing the right thing.

Luv Binah

 

[trying to be cool]

Yes, there are some men who don't want their wives/girlfriends to know they are having massage as they think they will perceive it wrongly.

I've had a few who won't let me use essential oils on them, in case their partners can smell them!

Lesley

 

[Pymmeliedge]

Hi Jill
He either wants the treatment or not!
If he wants the treatment he has to abide by rules and regulations. He must knowsurely that a medical questionnaire is to be taken.I am sure he would be the first one to complain if he felt off colour. Thank goodness for insurance too. I say to my clients, thisis a requirement to cover the therapist and more importantly you as the client. If I did not complete this I would not be doing my job, so it is a professional requirement before treatment can go ahead. I tell my clients that it is for their own health and safety too.

I would be concerned if I went for a therapy/treatment and did not have a consultation.

You continue as you are you are doing great - professional, positive and as we were trained.
Keep up the good work.
Trace x