Zoom Room

Monday, January 11, 2027 6:30 PM - 7:30 PM

Registration Closes January 7, 2027

 

Session Overview

 

A successful massage therapy practice requires more than strong clinical skills. The policies, paperwork and systems behind the scenes help protect both the practitioner and the client and make day-to-day practice much easier to manage.  

 

This practical session will walk RMTs through the foundational administrative systems every practice should consider. We’ll look at what should be documented, what information should be collected from clients, which policies should be established before an issue arises, and how simple systems can help create a more organized, professional and sustainable practice.  

 

Whether you are opening a new practice, working as an independent contractor, or have been practising for years and want to tighten up your systems, this session provides an opportunity to review your practice from an operational perspective and identify potential gaps.

 

Topics We’ll Explore

 

• Essential practice policies and procedures  

• Client intake and consent documentation  

• Privacy and confidentiality basics  

• Client records and documentation systems  

• Cancellation, no-show and late-arrival policies  

• Payment, receipts, refunds and outstanding accounts  

• Professional boundaries and client communication  

• Complaints and concerns: having a process before you need one  

• Incident and unusual occurrence documentation  

• Record retention and secure storage  

• Electronic versus paper records  

• Scheduling, reminders and basic administrative workflows  

• Business continuity and protecting important practice information  

• Reviewing and updating your policies  

• Creating systems that are practical enough to actually use

 

Lisa Goss brings more than 25 years of leadership experience across health care and the nonprofit sector, with extensive experience developing, implementing and overseeing the policies, procedures and administrative systems that support safe, effective health-care practice. She has established and managed primary care clinics and multidisciplinary health-care teams, with responsibility for everything from privacy and documentation to operational processes, quality improvement and risk management.

 

A regulated health professional for 30 years, Lisa has also served as the CEO of a health regulator and as a member of a professional College board. She brings a practical approach to helping health professionals create clear, workable systems that support both good practice and good business.

A full refund will be given to anyone cancelling 5 or more days before the course start date. A 50% refund will apply to any cancellation between 3 and 5 days before a course. Cancellations made WITHIN 72 hours or no shows will not be refunded.  Consideration will always be given to extenuating circumstances.