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Clinic Re-Opening Statement – COVID-19

COVID-19 Screening Questionnaire

Click here to access the COVID-19 Screening Questionnaire prior to your appointment.

April 2023 – Masks Optional

MASKS are now optional at most clinics. The Women’s College Hospital and Belleville locations are still requiring masks.

Please let reception know at the time of booking if you’d prefer your therapist to wear a mask during your Treatment.

Some therapists may also prefer for you to wear a mask during your Treatment.

February 2023 – Mask Mandate Update

For the first 3 years of the pandemic, Sutherland-Chan adhered to the strictest pandemic protocols to make sure all clients, therapists, and staff were protected and felt safe in the clinic.  Even though restrictions eased in the province during the last 6 months, we’ve continued to adhere to the original protocol.  Thank you very much for your cooperation.

We feel it is now time to ease our protocols.  Clients will now have the option not to wear a mask inside the treatment rooms, but masking will still be required in all public spaces within the clinic. 

We will keep the following precautions in place:

  •  The HEPA filter machine will remain in the rooms.
  • Therapists will continue to disinfect the rooms between clients.
  • Therapists will continue to adhere to hand-washing protocols.
  • Treatment rooms will be aired out for 15 minutes between clients.

We hope to be able to further ease the masking protocol when the threat of COVID-19 variants slows down.

Please check with your clinic on masking protocols as protocols may differ among the clinics.

July 2022 – Mask Mandate

The masking mandate will remain in place at some Sutherland-Chan clinics, but not all of them. Please call ahead to check on the masking requirements before your appointment.

We Are Open!

Our clinics continue to operate following the guidelines established by the Government of Ontario and by the profession’s regulating body the College of Massage Therapists of Ontario (CMTO). The health of our clients, therapists, and staff has always been our priority. Our team continues to maintain the highest level of hygiene and sanitation and we continue to consider every step of the treatment process to ensure we meet your needs in a focused and safe manner that meets and often exceeds government guidelines.

A few things have changed, and we would like to share those details with you.

Sutherland-Chan clinics instituting the following protocols are:
• Leslie & Sheppard clinic 416-492-1615
• Wellington St W & John clinic (Metro Centre) 416-598-8865
• Bay & Front clinic (Royal Bank Plaza) 416-364-6561
• Spadina & Bloor clinic 416-960-4769
• King St W & Bay clinic (TD Centre) 416-214-9688
• Yonge and Davisville clinic 416-484-6688
• Belleville clinic 1-613-554-8888

For information on the protocols being employed by the following clinics please contact the individual clinics:
• Danforth & Broadview clinic 416-690-5777
• Richmond Hill clinic – 416-613-9107
• Bay & College clinic (Women’s College Hospital) 416-748-8585

Even though most restrictions are lifted throughout the province of Ontario, Sutherland-Chan clinic continues to adhere to the highest standards of hygiene and sanitation.

Sutherland-Chan Clinics:
• All clinics are opened at their normal hours (subject to change).
• Appointments are accepted by phone, e-mail, and in person (if no other person is in front of the reception desk), and you can request an appointment through our website
• Any client that identifies as having travelled outside of Canada recently is asked to wait 7 days from the date of return before booking while self-monitoring for COVID-19 symptoms.
• If you are booked by e-mail, please provide a contact number where our receptionists can reach you to conduct a mandatory pre-appointment health screening questionnaire. There will be no treatments unless a satisfactory pre-screening is completed.
• We conduct daily health screenings for our clients, therapists, staff, and anyone who enters the clinic.
• All our therapists and staff are required to have their temperature taken and complete a screening questionnaire for every shift. The Ontario self-assessment tool to assess for COVID-19 symptoms will be used.
• Therapists, staff, and clients who exhibit symptoms and do not pass screening will be sent home, findings documented, recommended to call their doctor, and required to self-isolate for 7 days.
• Since Sutherland-Chan is considered a Health Care Profession, all therapists, staff and clients must continue to wear a mask while inside of our clinics.
• Eye protection e.g., face-shield, protective eyeglasses, or goggles are supplied to our therapists and staff. All eye protection equipment will be sanitized between appointments.
• All therapists and staff are required to change out of their street clothes when they enter the clinic and into their work wear. These are washed every day.
• We ensure hand hygiene is strictly observed, and hand sanitizing stations are available throughout the clinic. Our therapists continue to observe the highest standards of hand hygiene by washing their hands regularly, especially before and after each treatment.
• We respect physical distancing (outside of actual treatments) of two meters or more, including limiting the number of therapists, staff, and clients in the clinic at the same time and in general.
• GermGuardian 28″ 4-in-1 UV-C Tower Air Purifier or equivalent in every treatment room to be turned on at start of day and maintain continuous operation throughout the treatment day.
• Booking time between clients to allow for proper sanitizing and disinfecting of the treatment rooms after each client.
• Increase cleaning and sanitization in high-touch and common areas. We use cleaners and sanitizers endorsed by Health Canada as effective disinfectants and sanitizers against COVID-19. All hand sanitizers contain 65% – 75% alcohol.
• We have implemented contactless check-in and check-out.

For our clients, please be advised that:
• All clients will be asked to verbally complete a screening questionnaire at the time of booking. If you do not pass the test, you will be refused an appointment and asked to reschedule for 14 days later.
• Any client that identifies as having travelled outside of Canada recently is asked to wait 7 days from the date of return before booking while self-monitoring for COVID-19 symptoms.
• New clients will be sent an e-mail with a link to our Health History Form to complete prior to arriving. Please print a copy and bring it to your appointment.
• All clients are required to complete a screening questionnaire at reception before treatment.
• There will be a sanitized pen at reception for you to fill out the screening form; after use, please place the pen in the used box for disinfection.
• Plexiglass shield barriers are installed in the reception area.
• All clients are required to wear a clean mask upon entering any of the Sutherland-Chan Professional clinics, for the duration of the treatment, and throughout their time in the clinic.
• All clients are to wash their hands in the manner prescribed by the Ministry of Health upon entering the clinic.
• Hand sanitizer is available at the entrance of the clinic and at various designated locations throughout the clinic for your frequent use.
• You are required to use hand sanitizer or wash your hands upon entry to the clinic, after touching anything in the clinic and before leaving the clinic, as well as before and after your treatment.
• All clients are asked to respect physical distancing in our clinics except for the close proximity required for treatments.
• Please do not arrive more than 5 minutes before your scheduled appointment and refrain from bringing family or friends with you while attending your appointment unless their appointment times are the same as yours. If you require a family member or companion to escort you because of safety, they will be required to wait outside of the clinic.
• When you enter the clinic, the receptionist and your therapist will greet you with a smile instead of a handshake.
• To minimize your time at reception, we will be implementing contactless check-in and check-out. We only accept credit card/debit card payments at this time and will not be accepting cash. Your receipt will be given to you directly. If you make your payment when you make your appointment over the phone, we will provide the receipt for you when you arrive.
• To further minimize your time at reception, please call back to rebook your appointments, or write down your next preferred appointment times and our receptionist will call or e-mail you to confirm.
• You must call us to cancel if you start to exhibit symptoms of COVID-19 before your treatment. We do not want you to feel pressured to attend your appointment if you are feeling unwell. Therefore, last-minute cancellation penalties will be waived during this time, except for No-Shows.
• There will be a designated washroom in the clinic for your use. If your particular clinic has only one washroom or no washroom at the clinic, you will be asked to use the public washroom nearby.
• If you are using a clinic washroom, please close the toilet seat lid before flushing and wipe down the toilet seat, toilet handle, counter, and toilet paper dispenser with disinfectant wipes provided.
• Please use the garbage bins provided to dispose of waste and DO NOT flush paper towels down the toilet.
• Any person not following our protocols will be asked to immediately leave the clinic.

Sutherland-Chan takes the privacy of our clients, therapists, and staff seriously.

Health information, including vaccination status, is considered private and cannot be shared without the express consent of the individual (

That consent is then documented and can be changed by the individual at any time.

Vaccination Status
• Many of our therapists and staff have given their express consent to share their personal health information as it relates to vaccination status, some have not. There can be many reasons for either decision.
• If you wish to know the vaccination status of your requested therapist, please request that information from the receptionists of each clinic. If the therapist has given their express consent the receptionist may communicate that information. If they have not given their express consent, you may be asked if the therapist may contact you to discuss any concerns you may have at that time.

Treatment Rooms:
All sheets, pillowcases, and towels will be washed by our linen company after each client.
• No blankets will be provided.
• GermGuardian 28″ 4-in-1 UV-C Tower Air Purifier or equivalent in every treatment room.
• All garbage cans now have lids in the clinics.
• For sanitizing purposes, there will be vinyl covers on treatment tables and pillowcases and these will be disinfected after each client.
• Gloves may be worn by therapists because of treatment needs; they will be disposed of after each treatment.
• There will be a pen in the treatment room for you to sign your consent form. After using it, please put it in the used box for disinfection.
• Treatment rooms will be sanitized and disinfected after each client.

Grace Chan and the team at Sutherland-Chan Professional RMT Clinics

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