On May 26th, 2020, the Ministry of Health announced that after approximately 2 months and a half in which health professionals were limited to providing urgent/emergency services to patients it has amended Directive #2 to allow for ‘’all deferred and non-essential and elective services carried by Health Care Providers’’ to be gradually restarted, subject to a number of requirements contained in the amended directive.
In other words, Ontario Chiropractors and Registered Massage Therapists (RMT) can, under certain conditions, start the process of getting back to their work and driving passion - providing the highest quality care for all their patients.
Please read carefully the information below before making an appointment to ensure that the health and safety of our families and yours is optimized during the outbreak of COVID-19. Also please note that due to certain restrictions we have limited availability for massage and chiropractic appointments. For this reason we will continue to prioritize our clients and patients with urgent needs.
We invite you to contact us by email at firstname.lastname@example.org or by phone at (613) 606-5353 with any additional question you may have.
Our business hours remain unchanged. However, please note that due to scheduling restriction your provider’s availability might have changed.
Health and safety measures
Measures in place since March 24th 2020 for the treatment of chiropractic emergencies:
- Hand sanitizing station in the reception area of the clinic.
- Cleaning and disinfection of the treatment room after each patient.
- Cleaning and disinfection of high contact surfaces in the reception area after each patient.
- Daily cleaning of the bathroom and disinfection after each patient. However, please note that we don’t encourage patients tu use the bathroom to wash their hands as they can do so in the treatment room.
- Changes made to clinic layout: magazines, books and toys have been removed from the waiting room. Seats in the waiting room have been separated by at least 2 metres to ensure physical distancing. However, please note that we do not encourage patients to sit in the waiting room unless they absolutely have to as they will be directed to their treatment room very quickly upon arrival.
- Vitamins and other products that we sell are still on shelves but we encourage patients to ask for the assistance of a team member for their purchases.
- Active and passive screening for COVID-19 symptoms before each appointment (on the phone or by email)
- Frequently washing hands following the Public Health Agency of Canada protocol (especially before and after each patient)
- We accept only one patient at a time in the reception area of the clinic. The front door is locked in between appointment to avoid any unexpected visitors. Patients are advised to wait in their car until their appointment’s time or to return to their car if the door is locked at the time of their appointment until they are directed to come in.
- We encourage contact-less payment process and limiting the exchange of paper wherever possible.
- We are receiving most of our orders at a different address.
Additional measures implemented as off June 1st, 2020 for the gradual return of non-essential services
- Use of a surgical mask for any employee of the clinic during their shift. Use of a surgical mask for the health care provider and a non-surgical mask (disposable or reusable) for the client or patient during examination and treatment.
- Plexiglass barrier at the reception desk
- Protective cover on the payment machine for easier disinfection
- Visitor Log
- Infection prevention and Control Log
- Minimize staffing (as many are gradually returning to work as well)
- Safe patient flow schedule (bigger gap between appointments and limited number of providers working at the same time)
- Educational posters on hand washing, physical distancing and symptoms of COVID-19 have been installed in the clinic as a reminder for the staff and patients.
- Training on ‘Infection prevention and control fundamental’ by our healthcare providers
- Ensure that all staff members understand new return to work practices and requirements.
Policies and procedures for employees and health care providers
Employees and health care providers at Rockland Family Chiropractic are following these procedures :
- Frequently washing hands for at least 20 seconds when working at the clinic and when not working. For Chiropractors: washing hands before and after each patient. For Registered Massage Therapists: washing hands and forearms before and after each client.
- Self-monitor for symptoms of COVID-19
- Practice of physical distancing when working at the clinic and when not working.
- Wear specific work clothes and home clothes and clean work clothes everyday with hot water and dry at high temperature.
- For Registered Massage Therapists: wear a gown on top of work clothes which is changed after each client and cleaned with hot water and bleach and dry at high temperature.
- Report any onset of suspected symptoms of COVID-19 and in such case self-isolate and contact Telehealth Ontario or the Eastern Ontario Health Unit. An employee or a provider will be allowed to return to work when they are indicated to do so.
- Report any exposure to a suspected or confirmed case of COVID-19 and in such case self-isolate and self-monitor for symptoms for a period of 14 days.
- Report having travelled by plane, boat or car outside of Canada and in such case self-isolate and self-monitor for symptoms for a period of 14 days.
- Be aware and apply all the new policies and procedures of the clinic regarding COVID-19
- Application of Health Canada protocols for disinfection of surfaces and keep an ‘Infection Prevention and Control Log’ with dates, time and type of surfaces disinfected
How to properly wash your hands
To reduce the spread of COVID-19 you must wash your hands often and as follows:
- Wet hands with warm water
- Apply soap
- For at least 20 seconds, make sure to wash: palm and back of each hand, between fingers, under nails and thumbs.
- Rince well
- Dry hands well with paper towel
- Turn off tap using paper towel
- Throw paper towel in a garbage. Do not touch the garbage lid with your bare hands.
Avoid leaving with wet hands or using reusable towels to dry your hands especially if the towel has been already used. This could increase the risk of spreading germs.
Please note that wearing gloves does not replace washing your hands.
Physical distancing is proven to be one of the most effective ways to reduce the spread of illness during an outbreak. This means making changes in your everyday routines in order to minimize close contact with others. This includes keeping a distance of at least 2 metres from others but also to stay home as much as possible and avoid non-essential travel. If your appointment can wait, we encourage you to postpone it. However, if your pain affects your daily activities or interrupts your sleep you have good reasons to make an appointment.
For more information on how you can practice physical distancing, visit the Public Health Agency of Canada website at : https://www.canada.ca/en/public-health/services/publications/diseases-conditions/social-distancing.html
Personal Protective Equipment (PPE)
The use of surgical/procedural mask is mandatory for any health care provider when treating patients within a two-meter distance as per the Ministry of Health (MOH) and Public Health Ontario. Patients are also required to wear a non-medical mask. It can be a reusable (cloth) or disposable mask if it is worn properly (see note below). Gloves, protective glasses, face shields and N95 masks are less likely needed for chiropractors and massage therapists but be aware that any of this equipment can be and will be used if indicated by our respective governing bodies.
IMPORTANT NOTE TO PATIENTS: when wearing a non-medical mask, make sure that your nose and mouth are completely covered without gaping. Secure the mask to your head by ties or hear loops. Do not touch or remove your mask before washing your hands first. Throw your single-use mask in a garbage right after its been removed or wash your reusable mask following manufacturer’ instructions before wearing it again. A mask provides a barrier between your respiratory droplets and the people and surfaces around you. To be effective it needs to be worn and disposed of properly.
Click on the following link for a video on how to wear a non-medical mask properly: https://www.youtube.com/watch?v=RFV0h4h3HzY&feature=youtu.be
We are currently accepting new patients for massage therapy, chiropractic and custom-made orthotics. However, note that due to scheduling restrictions we have less availability than usual for chiropractic and massage therapy appointments. For this reason, we will prioritize our current patients if they need an emergency appointment. We encourage new patients to fill out the intake form at home and return it by e-mail prior to their appointment or in person at their appointment. If for a reasonable reason it can’t be done before the appointment you will be able to do it at the clinic but please do not show up before your appointment time as the door will be locked. At any time, if you are exhibiting signs and symptoms of an upper respiratory infection or if you have been in contact with a suspected or confirmed case of COVID-19 cancel your appointment (even if last minute) and do not attend in person at the clinic for at least 14 days. For more information about the symptoms of COVID-19 consult the ‘’ COVID-19 symptoms’’ section.
Please contact us prior to your appointment if you have any concern about your visit to our facility. We will gladly make arrangements with you and take all necessary precautions to maximize your safety on the day of your appointment. Early morning and early afternoon appointments are given in priority to high-risk patients as it is less busy at the clinic. Please do note that if you are at high risk of developing serious or fatal complications of COVID-19 we encourage you to stay home and ask to schedule a phone call with one of our chiropractors. You will be given recommendations over the phone to help you cope with the pain while awaiting for an in-person appointment.
The government of Canada has implemented an Emergency Order under the Quarantine Act. This order means that everyone who is entering Canada by air, sea or land has to stay home for 14 days in order to limit the spread of COVID-19. The 14-day period begins on the day you enter Canada. You will be able to make an appointment with us if you don’t show any symptoms after your self-isolation period. If you have travelled and have symptoms or if you develop symptoms while in self-isolation, you have to contact Telehealth Ontario at 1-866-797-0000 or The Eastern Ontario health unit at 1-800-267-7120. For more information about the symptoms of COVID-19 consult the ‘’ COVID-19 symptoms’’ section.
Signs and symptoms of COVID-19
If you have at least 1 of the following symptoms:
- Fever (body temperature of 37.8 degree Celsius or greater)
- New onset of cough (or worsening of chronic cough)
- Difficulty breathing (shortness of breath)
At least 2 of the following symptoms:
- Sore throat
- Runny nose
- Stuffy or congested nose
- Lost sense of taste or smell
- Hoarse voice
- Difficulty swallowing
- Digestive issues (nausea, vomiting, diarrhea, stomach pain)
- For young children and infants: sluggishness or lack of appetite.
Please delay your visit of at least 14 days AND contact Telehealth Ontario at 1-866-797-0000 or The Eastern Ontario Health Unit at 1-800-267-7120. Also note that your health care provider is required to report any suspected or confirmed cases of COVID-19 to the Eastern Ontario Health Unit.
We encourage you to complete the Ontario self-assessment test before you make an appointment at the clinic. Click on this link to start the test now: https://covid-19.ontario.ca/self-assessment/
The self-assessment test will also be available in your email appointment reminder before each appointment. Please complete the test before every appointment.
Preparation Before your appointment and what to expect at your visit
As off June 1st 2020 and until further notice, we will expect that each of our clients or patients follow these procedures when coming to the clinic:
Before your appointment:
- Please remember to wash your hands often for at least 20 seconds and avoid touching your face, cough or sneeze into the bend of your elbow, avoid touching surfaces people touch often and continuously self-monitor for symptoms of COVID-19 including but not limited to: cough, fever and difficulty breathing.
- Make sure you have completed your self-assessment test available through your email appointment reminder. The self-assessment test is also available here: https://covid-19.ontario.ca/self-assessment/
- Bring a non-medical mask (single-use or cloth) with you. You do not have to wear a mask when you come into the clinic as long as you practice physical distancing. You will be asked to wear a mask during the treatment (your provider will be wearing a mask as well). Please note that the clinic will not provide a mask to clients and patients. Also note that your provider has the right to refuse to treat you if you don’t have a mask. If you have a form to fill out it is recommended that you bring your own pen.
- To know more about the proper way to wear a non-medical mask, watch this video: https://www.youtube.com/watch?v=RFV0h4h3HzY&feature=youtu.be.
- Wait in your car until your appointment time. If you are late arriving to your appointment (5 minutes or more) please call the clinic upon arrival to confirm if you can still make the appointment or if your have to reschedule. Do not attend at the clinic unexpectedly as the door will be locked and the receptionist will not let you in for the health and safety of everyone.
- At your appointment time if the door is still locked, please return to your car. Someone will wave at you when it will be safe for you to come in.
- It is recommended that you come alone to your appointment. However, if you must bring an essential visitor to your appointment please inform us ahead of your appointment. Your visitor will have to do the self-assessment test also.
- Make sure to read the ‘Attention Patients’ note and the ‘Attention Visitors’ note (if applicable) on the front door before you come in. If you are exhibiting one of the symptoms listed on there, please return to your car and call us to cancel your appointment. Head straight home and contact Telehealth Ontario at 1-866-797-0000 or The Eastern Ontario Health Unit at 1-800-267-7120. You will possibly have to self-isolate for 14 days.
- You will find a hand sanitizing station in the reception area. Please sanitize your hands upon arrival. Do not use the waiting room bathroom to wash your hands as you will be able to do so in your treatment room. If you do have to use the bathroom though, please inform the receptionist.
- Keep your shoes and coat on (or any piece of clothing you would normally hang in the entrance closet) you will be able to do so in your treatment room. You will be directed to your treatment room by the receptionist or your provider very quickly so please only sit on a chair if you can’t stand for long due to pain.
During patient visits:
- Your provider will practice physical distancing when talking to you or when giving his recommendations. Please also keep a 2 metre distance with your provider.
- Before your treatment, your provider will once again confirm that you are not showing any symptoms of COVID-19.
- If the COVID-19 screen is negative (the screening consists of questions only), your provider will ask that you wash your hands and put a mask if not already on. Your provider will do the same. You will be able to throw your single-use mask at the clinic before you leave.
In the reception area :
- We encourage contact-less payment process and limiting the exchange of paper whenever possible, but we will not refuse any method of payment or to provide a printed copy of your receipt.
- We ask that you don’t make more than one appointment at a time or that you follow your provider’s recommended frequency of care (if applicable) as we have limited availability for massage therapy and chiropractic appointments at the moment and for an undetermined period of time. We do not encourage maintenance care at the moment for this reason (unless otherwise specified by your provider).
- Make sure your contact information and email address are up to date in our system as we want you to be able to get all the updated information regarding COVID-19 and our procedures before any appointment.
- Please sanitize your hands once again before you leave the clinic.
Additional information regarding chiropractic appointments
If your session involves the use of soft tissue techniques, we ask that you limit your reasons for consultation at maximum two body areas (ex. neck and mid-back) that require immediate attention or are ‘more urgent’. If your visit involves adjustments only, you will get adjusted full spine as usual (if applicable). If the reason of your visit is a new condition, we will only address this new condition during your session. Your chiropractor will spend approximately 15-20 minutes maximum with you (including giving recommendations and/or exercises). If you are used to extended sessions, we do apologize if you feel ‘rushed out’ of the treatment room. You must understand that we need to clean and disinfect the treatment room after each appointment following the protocol of Public Health Ontario and that it is time consuming.
Additional information regarding massage therapy appointments
We have temporarily reduced the number of massage appointment in a week. Please note that priority will be given to clients with urgent needs. Until further notice, we will be offering only 60 minutes massage therapy sessions. This is to help us create a consistency in the disinfection routine of the clinic’s common areas (waiting room, bathroom, etc.). To maximize the safety of our clients, any object that is difficult to disinfect has been removed of our massage therapy rooms. This includes but is not limited to pillows, table warmer and upholstery chair. Every massage therapy room (including the vinyl of the massage table) is cleaned and disinfected following the protocol of Public Health Oontario. After each appointment, sheets and blankets are automatically put in the washer with bleach at the sanitize cycle. Sheets and blankets are also dried at the highest temperature possible in the dryer.
Our appointment cancellation policy hasn’t changed. However, if you need to cancel your appointment last minute or if you don’t show up for your appointment because of COVID-19 the policy won’t apply. If you are experiencing a sudden onset of COVID-19 symptoms or if you have been exposed to a suspected or confirmed case of COVID-19 do not attend the clinic for at least 14 days.
If you tested positive for COVID-19
If you are symptomatic and tested positive for COVID-19 you must cancel your appointment. If you tested positive for COVID-19 but did not exhibit any symptoms, we ask that you wait until your result is negative before you make an appointment. It is well known now that asymptomatic individuals can spread the illness.
If you tested negative for COVID-19
If you tested negative for COVID-19 but exhibiting signs and symptoms of an upper respiratory infection, we ask that you wait until your symptoms have cleared up completely before you make an appointment. Don’t hesitate to get tested again if you are experiencing new symptoms or if your symptoms worsen. It is possible that you got a negative result the first time (false negative) and then a positive result the second time.