Confidentiality ~ Policies and Procedures

Health History - Upon your initial visit being booked, you will be emailed a link to complete your Health History form online. If for some reason, you are unable to complete this form online, you will complete this medical case history form upon arriving for your appointment. This form and your personal information will at all times be kept password protected and safe. As well, this information and any conversation between you and your health care provider will remain confidential. If completed in person, this time may or may not cut into your treatment time. 

Cancellation - We require 24 hours notice when canceling or rescheduling your appointment or 50% payment of your missed appointment will be required. Payment in full will be required should your cancellation be within 4-hours of your scheduled appointment, as it is very difficult to fill your slot on such short notice.

Online booking - We are online and email/text friendly at Stone RMT, therefore, you may book your appointments online @ (whether you are a new patient or an existing patient) and you will receive both an email or SMS confirmation of your booked appointment as well as a reminder email 1-week prior and 2-days prior to your scheduled appointment. Should you wish for a reminder phone call - please call or email to advise the clinic of this special request, or tick-off "Call for reminder" when you complete your online profile.

Direct Billing:

  • Stone RMT may complete Direct Billing to your Extended Healthcare Insurance Provider for services rendered, at the request and written consent of the Insured Member.

  • A valid Credit Card is required on file for security measures and will be obtained upon consenting to Direct Bill to your Extended Healthcare Insurance Provider.

    • Direct Billing is subject to your Insurance Policy Coverage. Depending on coverage, there may be a balance. Therefore, in an attempt to protect the Practitioner, ensuring they are compensated in full for services rendered, the clinic practices the right to add a valid Credit Card to your file. The clinic does not retain your private Credit Card information, it only tracks the expiry date so that we may be notified when your Credit Card requires updating on file. Should there be a balance, this will be covered by the currency you have noted on your file. Should we be unaware of your payment preferences, you will be notified of this balance and provided the opportunity along with step-by-step instructions to paying your balance with the currency of your choosing. Only when we have not heard from you after several attempts to contact you, will we proceed to charging your credit card.

    • Should you require a Medical Prescription to Direct Bill, this will be your responsibility to obtain prior to your scheduled appointment.

    • Stone RMT agrees to do our best to complete your claim to your Extended Healthcare provider for services rendered, in a timely manner.

  • In the circumstance your Plan/Policy is setup where the benefits can ONLY be paid directly to you (the Insured Member), Stone RMT will obtain payment for services rendered, and the claim may be directly billed to your insurance (at the Insured Members request), however, a mandatory $3 service fee will be applied to your purchase.

  • When your Plan/Policy allows benefits to be paid directly to the Provider (Stone RMT) for services rendered, there will be no fee applied.

  • For Home Visits: Stone RMT may complete Direct Billing for services rendered, at the request and written consent of the Insured Member, however, it is mandatory that a Credit Card be on file. All of the above is also applicable to Home/Workplace/Mobile visits.

  • Are you uncomfortable with leaving a valid Credit Card on file for Security measures? Not a problem. We understand. However, it is our policy. Therefore, the alternative is to pay out-of-pocket and we will provide a Receipt to submit manually to your Extended Healthcare Insurance Provider. We accept Cash, Credit Card, or eTransfer.

    • eTransfer must be sent upon completion of your Treatment, and a confirmation number be shown to your Practitioner.​

Privacy Policy


Stone RMT
Written Statement of Policy


Privacy of personal information is an important principle to Stone RMT Clinic. We are committed to collecting, using and disclosing personal information responsibly and only to the extent necessary for the goods and services we provide. This document describes our privacy policies.



Personal information is information about identifiable individuals. Personal information includes information that relates to:

  • an individual's personal characteristics (e.g., gender, age, home address or telephone number, family status);

  • health (e.g., health history, health conditions, health services received by them);

  • activities and views (e.g., opinions expressed by an individual, an opinion or evaluation of an individual).

Personal information is different from business information (e.g., an individual's business address and telephone number). This is not protected by privacy legislation.



Stone RMT Clinic is a clinic located in Oshawa, Ontario that offers various massage therapy services to the general public. We are staffed by Registered Massage Therapists.



Like all medical professions, we collect, use and disclose personal information in order to serve our clients. For our clients, the primary purpose for collecting personal information is to provide treatment. For example, we collect information about a client's health history, including their family history, physical condition, function and social situation in order to help us 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 on-going health services we can identify changes that occur over time.



Like most organizations, we also collect, use and disclose information for purposes related to or secondary to our primary purposes. The most common examples of our related and secondary purposes are as follows:

To invoice clients for goods or services that was not paid for at the time, to process credit card payments or to collect unpaid accounts.

Our clinic reviews clients and other files for the purpose of ensuring that we provide high quality services, including assessing the performance of our staff. In addition, external consultants (e.g., auditors, practice consultants) may on our behalf do audits and continuing quality improvement reviews of our Clinic, including reviewing client files and interviewing our staff.

Registered Massage Therapists are regulated by the College of Massage Therapists of Ontario (CMTO). The CMTO may inspect our records and interview our 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 behavior to the authorities. External regulators have their own strict privacy obligations. Sometimes these reports include personal information about our clients, or other individuals, to support the concern (e.g., Canada Customs and Revenue Agency, Information and Privacy Commissioner, Human Rights Commission, etc.) have the authority to review our files and interview our staff as a part of their mandates. In these circumstances, we may consult with professionals (e.g., Lawyers, Accountants) who will investigate the matter and report back to us.

The cost of goods/services provided by the organization to clients is often paid for by third parties (e.g., motor vehicle accident insurance, private insurance). These third party payers often have the client's consent or legislative authority to direct us to collect and disclose to them certain information in order to demonstrate client entitlement to this funding.

Clients or other individuals we deal with may have questions about our goods or services after they have been received. We retain our client information for a mandatory minimum of ten years after the last contact to enable us to respond to those questions and provide these services.



  • We do not collect any Personally Identifiable Information when browsing our site. We may, however, collect information such as time of day, browser type and IP address. This information is used to make improvements on our site.

  • When you book an appointment online, we collect personal information necessary to provide you with the service you have requested.


We understand the importance of protecting personal information. For that reason, we 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 secure in a locked or restricted area at all times. In addition, passwords are used on computers. Paper information is transmitted through sealed, addressed envelopes or boxes by reputable companies.

  • Electronic information is transmitted either through a direct line or has identifiers removed or is encrypted.

  • Staff is trained to collect, use and disclose personal information only as necessary to fulfill their duties and in accordance with our privacy policy.

  • External consultants and agencies with access to personal information must enter into privacy agreements with us.



We need to retain personal information for some time to ensure that we can answer any question the client may have about the services provided and for our own accountability to external regulatory bodies.

We keep our clients files for ten years according to our College regulations.

We destroy paper files containing personal information by shredding. We destroy electronic information by deleting it and, when the hardware is discarded, we ensure that the hard drive is physically destroyed.



With only a few exceptions, you have the right to see what personal information we hold about you. We can help you identify what records we might have about you. We will also try to help you understand any information you do not understand (e.g., short forms, technical language, etc.). We will need to confirm your identity, if we do not know you, before providing you with this access. We reserve the right to charge a nominal fee for such requests.

If there is a problem we may ask you to put your request in writing. If we cannot give you access, we will tell you within 30 days if at all possible and tell you the reason, as best we can, as to why we cannot give you access.

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 we may have formed. We may ask you to provide documentation that our files are wrong. Where we agree that we made a mistake, we will make the correction and notify anyone to whom we sent this information. If we do not agree that we have made a mistake, we will still agree to include in our file a brief statement from you on the point and we will forward that statement to anyone else who received the earlier information.



Our information Officer, Mellissa Stone, can be reached at:
Stone RMT Clinic
220 Ormond Dr
Oshawa, ON L1G 6T5


If you wish to make a formal complaint about our Privacy Practices, you may make it in writing to our information officer. She will acknowledge receipt of your complaint; ensure that it is investigated promptly and that you are provided with a formal written decision with reasons.


If you have a concern about the professionalism or competence of our services or the mental or physical capacity of any of our professional staff we would ask you to discuss those concerns with us. However, if we cannot satisfy your concerns, you are entitled to complain to our regulatory body:


College of Massage Therapy of Ontario
1867 Yonge Street, Suite 810
Toronto, ON M4S 1Y5
Fax: 416-489-2625


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 ON K1A 1H3
613-995-8210 1-800-282-1376
Fax: 613-947-6850
TTY: 613-992-9190

© 2015 by Stone RMT. Proudly created with the love of Massage Therapy

905.439.7RMT (7768)