FREQUENTLY ASKED QUESTIONS

All treatment durations with Jessica Noskiewicz, RMT include assessment, evaluation, treatment, home care prescriptions, and patient education. Accepted payment methods include Visa, Mastercard, American Express, Visa Debit, Mastercard Debit, cash, and e-transfer. ​ Cancellations, late arrivals, and missed appointments: If you change or cancel your appointment within 24 hours of the scheduled time, you may be charged a cancellation fee. Your appointment time has been reserved for you and as such a cancellation results in a gap in the day's schedule. If you are late for your treatment I will make every effort to help you achieve your goals for treatment with the time that remains however the end time of the appointment will remain the same as scheduled and you will be charged for the full duration that was booked. Clients may receive an email or text message reminder prior to the scheduled appointment, however, it is still the client’s responsibility to cancel the appointment with a minimum of 24 hours notice regardless of whether or not a reminder has been sent. In some cases, people who have missed an appointment and/or payment may be required to pay prior to booking a future treatment. E-mail transfers: If you are paying by email transfer, the e-mail must be received prior to treatment; within twelve (12) hours of your session. A receipt is rendered when Continuum Wellness has received the deposit of the transfer. If you cancel your session, the cancellation policy will apply. Insurance Plans: Most extended health plans provide some coverage for Massage Therapy treatments. The coverage differs from plan to plan. Please check with your insurance provider for the details of your coverage. Receipts will be provided for all transactions however please note that most insurance companies will reimburse you for assessment and/or treatment transactions and tend not to reimburse you for missed appointments, late fees, retail purchases, or administration fees. Payment & Receipts: Payment is due in full on the day that massage therapy services are provided (in some cases payment may be required prior to booking - see Cancellation policy and E-mail transfers policy above). A receipt will be provided upon receipt of payment for the amount due for the service received on the day of treatment. I do not provide receipts prior to services rendered and all receipts will clearly indicate the service and/or product that was actually purchased and the receipt. If your treatment is paid by a third party, the receipt will be made out to the person who is paying for the treatment and the client will be indicated as the person who received the Massage Therapy Treatment. If you have any questions or concerns about your payment or receipt, please contact me directly.

Your safety, health, and well being is my number one priority which is why I have a very strict policy on transmittable illnesses. Please be sure to inform me prior to treatment if you have not been vaccinated from the major communicable conditions such as flu, measles, COVID etc. Some clients I work with may have compromised immune systems so it is important to let me know ahead of this information with me so I can take the steps necessary to prevent the spread of illness. ​ If you have new or worsening flu-like symptoms please call ahead so we can conduct a risk assessment; this will determine if your appointment can continue as scheduled (with appropriate PPE precautions in place) or if it needs to be re-booked for a later date. Thank you for your cooperation in reducing the risk of spreading illnesses in the clinic space!

Privacy of personal information is an important principle at Jessica Noskiewicz, RMT. I am committed to collecting, using and disclosing personal information responsibly and only to the extent necessary for the goods and services I provide. I also try to be open and transparent about how I handle personal information. This document describes my privacy policies. What is Personal Information? Personal information is information about an identifiable individual. Personal information includes information that relates to: personal characteristics (e.g., gender, age, income, home address or phone number, ethnic background, family status) health (e.g., health history, health conditions, or health services received by them) activities and views (e.g., religion, politics, opinions expressed by an individual, an opinion or evaluation of an individual). Personal information is different than business information (e.g., an individual’s business address and telephone number), which is not protected by privacy legislation. Who is Jessica Noskiewicz, RMT? My business, Jessica Noskiewicz, RMT, is solely owned and operated by myself, Jessica Noskiewicz. I work with consultants and agencies that may, in the course of their duties, have limited access to personal information I hold. These include computer consultants, security and maintenance, bookkeepers and accountants, temporary workers to cover holidays, credit card companies, website managers, cleaners, insurance companies, and lawyers. Your personal health information is securely kept in a location that is accessed only by myself by engaging in a contract and confidentiality agreement. Should you engage the services of another health care practitioner (HCP), Jessica Noskiewicz, RMT may share your personal information with said HCP for the sole purpose of ensuring your safety and/or helping you achieve your health goals. Your consent will be obtained prior to sharing any information about your file to another health care practitioner. Written consent will be required to share information with any other third party. Because I also operate a mobile clinic, measures are taken to ensure safety when entering the home of a client including providing access to your name, appointment time, and contact information to a third party security officer as assigned by Jessica Noskiewicz, RMT. Any consultant or agency will have restricted access to any personal information as much as is reasonably possible. I also have their assurance that they follow appropriate privacy principles. Primary purposes for the collection of personal information About Clients: Like all massage therapists, I collect, use and disclose personal information in order to serve my clients. For my clients, the primary purpose of collecting personal information is to provide massage therapy treatment. For example, I collect information about a client’s health history, including family history, physical condition, function and social situation in order to help assess what their health needs are, to advise them of their options and then to provide the health care they choose to have. A second primary purpose is to obtain a baseline of health and social information so that in providing ongoing health services I can identify changes that are occurring over time. It would be rare for Jessica Noskiewicz, RMT to collect such information without the client’s express consent, but this might occur in an emergency (e.g., the client is unconscious) or where I believe the client would consent if asked and it is impractical to obtain consent (e.g., a family member passing a message on from our client and we have no reason to believe that the message is not genuine). About members of the general public: For members of the general public, the primary purposes for collecting personal information are to provide notice of special events (e.g., a seminar or conference) or to make them aware of massage therapy services in general or with Jessica Noskiewicz, RMT in particular. For example, while I try to use work contact information where possible, I might collect home addresses, fax numbers and email addresses. Efforts to obtain consent will be made before using any such personal information, but where this is not, for any reason, possible, I will immediately remove any personal information from our distribution list upon request. On this website I only collect, with the exception of cookies, the personal information you provide and only use that information for the purpose you gave it (e.g., to respond to your email message, to purchase an item, or to subscribe to our newsletter). Cookies are only used to help you navigate the website and are not used to monitor you. About contract staff, volunteers, and students: For people who are contracted to do work for us (e.g., temporary workers), our primary purpose for collecting personal information is to ensure we can contact them in the future (e.g., for new assignments) and for necessary work-related communication (e.g., sending out paycheques, yearend, tax receipts). Examples of the type of personal information we collect for those purposes include: home addresses and telephone numbers. It is rare for us to collect such information without prior consent, but it might happen in the case of a health emergency (e.g., a SARS outbreak) investigate a possible breach of law (e.g., if a theft were to occur, or if there is a serious allegation against them by a client, fellow staff member, or member of the public). Related and secondary purposes for the collection of personal information: Like most organizations, I also collect, use and disclose information for purposes related to or secondary to the primary purposes. The most common examples of related and secondary purposes are as follows: to invoice clients or agencies for goods or services that were not paid for at the time to process credit card payments or to collect unpaid accounts to advise clients that their product or service should be reviewed (e.g., to follow up on self-care prescriptions appropriate for their then current needs and to consider modifications to advise clients and others of special events or opportunities (e.g., a seminar, development of a new service, arrival of a new product) that I have available I review client and other files for the purpose of ensuring that I provide high quality services, including assessing the performance of our staff. In addition, external consultants (i.e. auditors, lawyers, practice consultants, voluntary accreditation programs) may, on my behalf, conduct audits and continuing quality improvement reviews of my Clinic, including reviewing client files and interviewing staff. Massage Therapists are regulated by the College of Massage Therapists of Ontario who may inspect our records and interview staff as a part of their regulatory activities in the public interest. In addition, as professionals, we will report serious misconduct, incompetence or incapacity of other practitioners, whether they belong to other organizations or our own. Also, our organization believes that it should report information suggesting serious illegal behaviour to the authorities. External regulators have their own strict privacy obligations. Sometimes these reports include personal information about clients, or other individuals, to support the concern (e.g., improper services). Also, various government agencies (e.g., Canada Customs and Revenue Agency, Information and Privacy Commissioner, Human Rights Commission, etc.) have the authority to review my files and interview staff as a part of their mandates. In these circumstances, I may consult with professionals (e.g., lawyers, accountants) who will investigate the matter and report back. The cost of some goods/services provided by the organization to clients is paid for by third parties (e.g., WSIB, private insurance, Assistive Devices Program). These third-party payers often have your consent or legislative authority to direct me to collect and disclose to them certain information in order to demonstrate client entitlement to this funding. Clients or other individuals I deal with may have questions about goods or services after they have been received. I provide ongoing services for many of our clients over a period of months or years for which previous records are helpful. I retain client information for a minimum of ten years after the last contact to enable me to respond to those questions and provide these services (our regulatory College also requires us to retain client records). If Jessica Noskiewicz, RMT or its assets were to be sold, the purchaser would want to conduct a “due diligence” review of the Clinic’s records to ensure that it is a viable business that has been honestly portrayed to the purchaser. This due diligence may involve some review of my accounting and service files. The purchaser would not be able to remove or record personal information. Before being provided access to the files, the purchaser must provide a written promise to keep all personal information confidential. Only reputable purchasers who have already agreed to buy the organization’s business or its assets would be provided access to personal information, and only for the purpose of completing their due diligence search prior to closing the purchase. You can choose not to be part of some of these related or secondary purposes (i.e. by declining to receive notice of special events or opportunities, by paying for your services in advance). I do not, however, have control over some of these related or secondary purposes (i.e. external regulation). Protecting Personal Information I understand the importance of protecting personal information. For that reason, I have taken the following steps: Paper information is either under supervision or secured in a locked or restricted area. Electronic hardware is either under supervision or secured in a locked or restricted area at all times. Passwords are used on computers and mobile devices. Paper information is transmitted through sealed, addressed envelopes or boxes by reputable companies. Electronic information is transmitted either through a direct line or is anonymized or encrypted. Staff is trained to collect, use and disclose personal information as necessary to fulfill their duties in accordance with the privacy policy. External consultants and agencies with access to personal information must enter into privacy agreements with me. Retention and Destruction of Personal Information I need to retain personal information for some time to ensure that I can answer any questions you might have about the services provided and for my own accountability to external regulatory bodies. However, I do not want to keep personal information too long in order to protect your privacy. I keep client files for ten years. My client and contact directories are much more difficult to systematically destroy, so I remove such information when we can if it does not appear that I will be contacting you again. However, if you ask, I will remove such contact information right away. I keep any personal information relating to our general correspondence (i.e. with people who are not clients) newsletters, seminars and marketing activities for about six months after the newsletter ceases publication or a seminar or marketing activity is over. I destroy paper files containing personal information by shredding. I destroy electronic information by deleting it and, when the hardware is discarded, I ensure that the hard drive is physically destroyed. Alternatively, I may send some or all of the client file to a client. You Can Look at Your Information With only a few exceptions, you have the right to see what personal information I hold about you. Often all you have to do is ask. I can help you identify what records I might have about you. I will also try to help you understand any information you do not understand (e.g., short forms, technical language, etc.). I will need to confirm your identity before providing you with this access. I reserve the right to charge a nominal fee for such requests. In some cases, I may ask you to put your request in writing. If I cannot give you access, I will let you know the reason within 30 days. 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 I may have formed. I may ask you to provide documentation that our files are wrong. Where I agree that I made a mistake, I will make the correction and notify anyone to whom we sent this information. If I do not agree that we have made a mistake, I will still agree to include in the file a brief statement from you on the point and I will forward that statement to anyone else who received the earlier information. Do You Have a Question? Information Officer, Jessica Noskiewicz, RMT, can be reached at: Tel: (647) 887-1350 Email: RMTjessi@gmail.com The information officer will attempt to answer any questions or concerns you might have or, after receiving a complaint in writing, the information officer will acknowledge receipt of your complaint, ensure that it is investigated promptly and that you are provided with a formal decision and reasons in writing. If you have a concern about the professionalism or competence of Jessica Noskiewicz, RMT services or the mental or physical capacity of any of my professional staff I would ask you to discuss those concerns with me. However, if I cannot satisfy your concerns, you are entitled to submit your complaint to the regulatory body: COLLEGE OF MASSAGE THERAPISTS OF ONTARIO 1867 Yonge Street, Suite 810, Toronto, ON M4S 1Y5 (416) 489-2626, (800) 465-1933, facsimile (416) 489-2625, cmto@cmto.com, www.cmto.com ​ This policy is made under the Personal Information Protection and Electronic Documents Act. That is a complex Act and provides some additional exceptions to the privacy principles that are too detailed to set out here. There are some rare exceptions to the commitments set out above. ​ For more general inquiries, the Information and Privacy Commissioner of Canada oversees the administration of the privacy legislation in the private sector. The Commissioner also acts as a kind of ombudsman for privacy disputes. The Information and Privacy Commissioner can be reached at: 112 KENT STREET | OTTAWA, ONTARIO | K1A 1H3 PHONE (613) 995-8210 | TOLL-FREE 1-800-282-1376 | FAX (613) 947-6850 | TTY (613) 992-9190 www.privcom.gc.ca

I believe my rates are set fairly and, as a health care professional (HCP), I feel that everyone is entitled to the same level of client care. For this reason, I have a no-tipping policy as I operate just like any other HCP under the Regulated Health Professions Act 1991. I understand for some people demonstrating their appreciation for high quality care is important so please give me a call, or send an email, to let me know what I did right (or wrong) so I can keep doing it (or stop doing it)! While it is not my practice to encourage recommendations or testimonials from clients, I acknowledge that some folks will still choose to do this on their accord. As an HCP, I am responsible for maintaining your confidentiality at all times and it is difficult to do that on social media. Having said that, if you still wish to share online please be aware that I may not be able to protect your anonymity if you choose to share information about my services on social media.