FAQ’S

What is the difference between a corporate and franchise clinic?

A corporate clinic is owned and operated by Sutherland-Chan Clinic Inc. All decisions regarding therapists, treatments and pricing, etc. are the responsibility of the corporate office.

A franchise clinic is independently owned and operated. All decisions regarding therapists, treatments and pricing, etc. are the responsibility of the franchisee.

How do I find a good therapist?

The best way to find a good massage therapist is to get a referral from a friend who gets massage therapy or from a health professional who is knowledgeable in this area. It is not uncommon to try several therapists before you find one that is perfect for you.

What is a Registered Massage Therapist (RMT)?

In Ontario, massage therapists fall under the Regulated Health Professions Act, 1991(RHPA) and the Massage Therapy Act, 1991 (MTA). In order to become a Registered Massage Therapist individuals must complete a training program from a Private Career College under the Ministry of Training, Colleges and Universities. RMTs must write a registration exam given by the College of Massage Therapists of Ontario (the College) which is a branch of the Ministry of Health and be licensed by the College of Massage Therapy of Ontario.

Use of the title “massage therapist” or “registered massage therapist” is restricted under the RHPA and the MTA, to individuals who are registered with the College.

When a therapist registers with the College, they are issued a wall certificate and a photo ID card. A massage therapist must provide one of these documents as proof of registration, if so requested.

What can I expect in my first treatment?

On your first visit, you will be asked to complete a confidential medical health history form. In the privacy of the treatment room your therapist will review your health history with you and may obtain additional information for a clearer picture of your conditions. If you are having a specific condition treated, this process will involve some testing and assessment. This helps the massage therapist develop a treatment plan best suited to your needs. Your therapist will advise you on what to expect during the treatment and show you how to lie comfortably on the massage table.

What is consent for treatment?

As with all health professionals, massage therapists must obtain your consent prior to commencing any treatment. When explaining a proposed treatment a massage therapist must explain: the nature of the treatment, the expected benefits, any material risks and side effects and any of the alternative options and, the likely consequences of not having the treatment.

A client may withdraw consent to a treatment at any time, and this will be immediately respected by the massage therapist. A client may also ask for a specific technique to be ceased, certain areas to be avoided or a change in pressure being used.

What do I wear during my massage?

During your massage therapy treatment you can expect to have your privacy respected. Your therapist will leave the room so that you may disrobe and cover yourself on the table. You may remove as little of your clothing as you wish. Shorts may be brought but are not required.  During the treatment, you will be draped with a blanket and sheet so that only the part of your body being treated is uncovered.

What are the massage treatment rooms like?

To help you relax during your massage, we create a tranquil atmosphere in our massage rooms with soft lighting and calming music. Please inform your therapist if the music chosen is not conducive to relaxation or if the room temperature is too cool.

What kind of lotion do you use on my skin?

We use a specialized massage lotion which is hyperallergetic and non-staining to the clothes.  We used a few different massage lotion products to meet your needs.  Please inform your therapist if you have any allergies or are concerned with the lubrication and ingredients of the lotion.

How long will my massage treatment be?

Appointments are 30, 45, 60, 75 or 90 minutes in length. A full body massage or a massage treating more than 3 areas of the body will take 60 minutes. Shorter appointments focus on specific areas of the body. For an initial appointment we suggest a minimum of 45 minutes for a partial body treatment.

Do I have any responsibilities when I get a massage?

Yes. You have the responsibility to provide accurate and up-to-date health information. You also have the responsibility of communicating with your therapist any concerns you may have about your treatment or your preference as to pressure. Your therapist will ask for your feedback throughout the treatment and will be able to adjust the pressure to meet your needs. Communication is a key element of an effective massage and ensures that your treatment goals are being met.

What types of massage therapy treatments can I choose from?

Swedish Massage: Swedish Massage consists primarily of hands-on manipulation of the soft tissues of the body, specifically, the muscles, connective tissue, tendons, ligaments and joints for the purpose of optimizing health.

Therapeutic Massage: Therapeutic Massage is the scientific manipulation of the soft tissues of the body for the purpose of normalizing those tissues and consists of manual techniques that include applying fixed or movable pressure, holding, and/or causing movement of the body or to the body.

Relaxation Massage: Relaxation Massage is a Swedish Massage focused on decreasing muscle tension and calming the nervous system with an emphasis of leaving the client with a relaxed and rejuvenated feeling.

Deep Tissue Massage: Deep Tissue Massage reaches structures far beneath the superficial fascia to attempt to relieve chronic muscle problems or injuries.

Pregnancy Massage: Pregnancy Massage is a specialized Swedish Massage treatment administered to a pregnant woman addressing her individual concerns such as low back, hip pain, swelling, etc. Positioning during Pregnancy Massage is especially important and may involve the client resting on her side during the massage or the utilization of specialized positioning cushions.

Sports Massage: Treatment techniques in Sports Massage vary depending on whether the client is in the midst of a training period or is pre- or post-event. The techniques include kneading, muscle manipulation, and joint mobilization.

Hot Stone Massage: In Hot Stone Massage, heated stones are used as massage tools to relax and massage the muscles. This is an ancient technique with origins in China and has been used for centuries. Although it can be one of the most relaxing forms of massage, it can also be used for specific deep tissue work.

Cranial Therapy: Cranial Therapy is based on the concept of regulating the flow of cerebrospinal fluid by working on the cranial bones of the cranium. The practitioner applies light touch to a patient’s skull, face, spine and pelvis in this form of bodywork.

Reflexology: Reflexology is an ancient Chinese technique based on the premise that reflex points in hands, feet and ears link to other parts of the body. It is most commonly practiced on the feet.

A combination of more than one may be requested, for example relaxation massage for destressing and therapeutic massage to address your neck pain.

What can I expect after a massage treatment?

Some tenderness or discomfort can occur the day after a massage treatment.  If you are concerned about the level of the discomfort or it’s more than 24 hours after your massage, please contact your massage therapist for advice.  Subsequent treatments can be altered to change the amount of pressure or the techniques previously used to achieve the desired results.  It is imperative for you to give your therapist feedback to make any changes required in the future.

When is Massage Therapy contraindicated?

Massage therapy is contraindicated in the following situations:

Fever, or acute infection
Uncontrollable coughing
Contagious or undiagnosed skin conditions
Signs of thrombosis (blood clot)
Acute inflammation
Broken bone
Recent surgery
Varicosities

In order to ensure a safe and effective massage treatment clients are required to complete a detailed and accurate Health History Form before treatments commence. Regularly update your therapist on any health changes or medications.

Do I need a doctor’s referral if I have a medical condition?

It is recommended that you seek your doctor’s approval if you have a preexisting medical condition, but a doctor’s note is not required.  If you have coverage for massage your insurance company may require a doctor’s referral in order for you to receive reimbursement for your treatment. Inquire with your HR department.

Can I receive massage when I’m pregnant?

Yes, the treatment will cater to the needs of the pregnant woman and pillows and different positions will be applied depending on the trimester.  Make sure to inform the receptionist at the time of booking how many weeks pregnant you are so the therapist can make the necessary adjustments to their tables.

What if I have to cancel?

Sutherland-Chan has a cancellation policy, when you book an appointment with a therapist you are booking that therapist’s time. In order to accommodate all our clientele we need 24 hours’ notice of cancellation and/or rescheduling, less than that is inadequate time for us to offer your appointment time to others. If you are unable to make it we request that you call 24 hours in advance. If you do not call to cancel and/or reschedule before the 24 hour period a cancellation fee* will be charged.

* Cancellation fees are subject to HST and are subject to change with notice. 100% of the cancellation fee is given to the massage therapist. Please note that your massage therapist only receives payment if you pay for the treatment.

What if I’m late?

Clients are responsible for the time they reserve for their appointment. If you are late for your appointment the treatment will still end at the designated time with no change in fee. Our first time client forms, which are required to be completed before the treatment commences, are printable here.

Can I pay with a credit card?

Yes, you may pay with Visa or Mastercard. You may also use a debit card or pay cash.