Clinic Policies

Appointment Scheduling & Cancellations

• Booking: To schedule an appointment, call us at 905-674-6477 or use our online booking. We encourage booking in advance to secure your preferred time.
• Cancellations: If you need to cancel or reschedule, please provide at least 24 hours' notice. Cancellations within 24 hours or missed appointments may incur a cancellation fee.
• Late arrivals: If you're running late, please call the clinic. We'll do our best to accommodate you, but depending on the schedule we may need to reschedule.

Payment & Insurance

• Payment: Payment is due at the time of your appointment. We accept all major credit cards, debit and cash.
• Insurance & direct billing: We direct bill to most Ontario insurers. Please verify your coverage prior to your appointment. Co-pays, deductibles and out-of-pocket expenses are the responsibility of the patient.
• Self-pay: If you don't have insurance or prefer to pay privately, we offer competitive pricing and flexible options. Just ask our staff.
• MVA & WSIB: We handle motor vehicle accident and workplace injury claims — speak with our team to get set up.

Confidentiality & Privacy

As a health-care provider in Ontario, DECA Health and Wellness is a Health Information Custodian under the Personal Health Information Protection Act, 2004 (PHIPA), and we also comply with the federal Personal Information Protection and Electronic Documents Act (PIPEDA).

• All patient records are kept confidential and are only accessed by authorized personnel or shared with your consent, except where permitted or required by law.
• We use secure systems for scheduling, billing and clinical records to protect your information.

Treatment & Patient Responsibilities

• Initial consultation: All new patients complete an intake form and provide a health history so our practitioners can create a personalized, appropriate treatment plan.
• Informed consent: Before treatment, your clinician will explain the assessment, the proposed plan, expected benefits, material risks and reasonable alternatives. You may ask questions, and you may withhold or withdraw consent at any time.
• Your role: Treatment plans are tailored to you. For the best results, please follow your clinician's recommendations, including home exercises and any lifestyle modifications.

Regulated Health Professionals

Your care is provided by regulated health professionals who are accountable to their respective Ontario colleges:

• Physiotherapists — College of Physiotherapists of Ontario
• Chiropractors — College of Chiropractors of Ontario
• Registered Massage Therapists — College of Massage Therapists of Ontario (CMTO)

You have the right to safe, respectful and competent care, and to raise any concern about a practitioner's conduct or competence with the applicable college.

Conduct & Behaviour

• Respectful environment: We maintain a professional, respectful clinic. We expect all patients and visitors to treat our staff and other clients with courtesy. Harassment, discrimination or abuse of any kind will not be tolerated.
• Substance-free premises: For everyone's safety, the use of alcohol or non-prescribed drugs on clinic premises is strictly prohibited.

Hygiene, Safety & Infection Control

• Personal hygiene: Please arrive clean and dressed appropriately for your therapy. For massage therapy, comfortable, loose-fitting attire is recommended.
• Infection control: We follow strict hygiene protocols, sanitizing treatment areas and equipment between patients. If you're feeling ill or have symptoms of infection, please reschedule and let us know as soon as possible.

Patient Feedback & Complaints

• We value your feedback: If you have suggestions or concerns about your treatment or service, please speak with our clinic manager or email info@decahealthandwellness.com.
• Resolution: We're committed to resolving issues fairly and promptly. You may also contact the relevant regulatory college if you wish to escalate a concern about a regulated professional.

Emergency & After-Hours Care

• After-hours: We operate during regular business hours. For after-hours inquiries, please leave a voicemail or email us and we'll respond on the next business day.

Minor Patients

• Consent: For patients under 18, a parent or guardian must attend the initial consultation and provide consent for treatment.
• Supervision: A parent or guardian must remain on clinic premises for the duration of a minor's appointment.