Emergency Protocol for Therapists + Front Desk

IF AN EMERGENCY IS COMMUNICATED TO THE FRONT DESK

If a family member or emergency contact calls the office with an emergency such as a car accident or an urgent need to get ahold of the massage therapist, please get as much information as you can over the phone to relay to the therapist, including: 

1)who is calling, 2) what the situation is, and 3) the best way to reach them.

Let them know that the therapist is currently in a session and ask if this is something they need to be aware of immediately, or if it is information, you can relay as soon as they get out of the session, letting them know how much longer the therapist has in the session before it’s done. There are very few times this would be indicated but an example might be: a spouse or child is in an emergent car accident, etc.

If the situation needs to be relayed to the therapist immediately:

1. Write a note on the laminated note card that you need to speak with the therapist immediately, gently slide the note under the door, and lightly knock on the door.

2.  Once the therapist steps out, give the therapist all of the information you have. 

3. Allow the therapist to go back in to pause the session and let the client know that there is an immediate emergency situation they need to attend to, and deeply apologize for needing to cut the session short. The therapist will let the client know that the front desk person will assist them with checking out and rescheduling. 

4. When checking the client out, do not charge them for the session. (The therapist will not get paid for an incomplete session). Offer them a hot stone upgrade for their next session and whatever remaining time they had from this session (15, 30, 45 min) to be added to their next appointment with us. 

IF A MASSAGE THERAPIST HAS A SUDDEN EMERGENCY

If there is a situation in which the therapist would need to leave their shift early or immediately, the therapist will: 

1. Alert the leadership team as soon as you can via text AND through a call to explain what's going on (Mary Beth, Olivia, Nicole AND Front Desk person. If at Lenexa, include Desi in the notification). Not just one person, but the whole team. 

2. Problem solve the situation: 

   1. Look to see if another therapist can take / pick up any appointments at either location. (Especially if the therapist is already there at the same time-- can they stay longer?) Text and Google Chat the team of therapists to see who would be available to come in, if any. 

   2. See if you can come in to take care of them another time (extend your shift or come in at an off time). 

3. Let the leadership team and front desk know right away what your action plan is, whether a therapist can come in to take over the shift, or if you are proposing to come in at another time to take care of them. 

Front desk: Call, email, and text client immediately with apologies and the resolution: another therapist, another time either same day same location or different location or rescheduled with some kind of appropriate upgrade (hot stones, extra 30 minutes etc). *Note, if a client has to drive to the other location for a mistake on our end, or resolution to a problem, we will automatically offer to give a 30 min upgrade.