Complete Your CE Test Online - Click Here Chapter 2: Conducting a Professional Client Interview and Massage Therapy Session 2 CE Hours By: Elite Staff Learning objectives Š Š List steps in the initial interview protocol. Š Š Describe the rationale and method for establishing client rapport. Š Š Describe how to discuss past massage experience with clients. Š Š Determine the type of session the client is seeking and appropriate questions to ask. Š Š Explain the rehabilitative process for clients needing pain relief. Š Š Describe the pain scale, palpation application, and necessity for client feedback. Š Š Explain what to consider in a treatment plan and session protocol. Š Š Explain body positioning, draping and how to create a setting conducive to client relaxation and comfort. Š Š Explain how to receive a massage. Š Š Describe what clients may expect to feel following a massage session. Š Š List steps to conclude a successful client session. Greeting and interviewing clients A successful interview and the establishment of rapport with a new client is an essential aspect for retaining clientele. It can be even more important to the client than the quality and expertise of the therapist’s work. Too many therapists discount the value of their social and professional interaction skills. Just as learning a new technique requires practice, so too does honing one’s skills in conducting a successful interview that establishes rapport and bonds clients to you. If at all possible, before the client arrives, prepare all needed paperwork in the order you wish on a clipboard. Familiarize yourself with any notes you took when the appointment was made to use in your initial conversation. Doing this shows clients you are professional, and that they are important to you. While it may seem like a cliché of proper behavior, it is extremely important to greet clients with a genuine smile, look directly into their eyes, shake their hands, speak in a pleasant voice, and offer them a seat. If you are working at a hectic, frenetic pace or show a lack attention in your greeting, you may seem less friendly and risk making a poor impression. Practice your greeting in the mirror and study your face and smile so you are more aware of it in actual practice. This initial moment with a new client can be crucial for developing a good relationship and ensuring the person’s return for future sessions. It also can promote positive word-of-mouth recommendations to other potential clients. As you greet clients, it is also prudent to observe their posture and manner of walking as they take their seat. Make a mental note of any skin conditions, postural deviations or signs of discomfort as they enter and sit down. You can inquire about this when conducting the interview to include in your overall evaluation of their condition. This awareness will allow you to notice any changes in their condition upon completion of sessions. Tell clients before initiating the interview that you would like them to fill out the assembled paperwork on the clipboard. Go over it briefly so they understand what you need. These likely will include a client history, medical history, release forms and other such paperwork Assure them you are available to guide them in completing the forms if they encounter any difficulty or have any questions. Ask them to let you know when they are finished. Take this time to finish any room preparation or other unfinished work. If you are already prepared to begin, allow the space and time to fill out the paperwork but periodically check on their progress in case your assistance is needed. While they complete their paperwork, use the time to begin formulating a treatment plan for today’s session based on your postural observations and the notes you made of their reasons for booking the appointment. Keep in mind to remain flexible about your treatment plan until assessing all verbal and written medical information acquired along with palpation examination results, range of motion tests and muscle strength testing that may be relevant to the session. If possible, plan additional time for the appointment when scheduling new clients. Otherwise, the client may feel rushed, and the therapist will not be able to offer his or her best session. It will inevitably take longer to complete a professional interview with any new client. Extra time is needed for paperwork, questioning, evaluation, treatment planning, palpation or range of motion testing, and documentation of session results. You may charge for this extra time; if this is an insurance-based session, then you can bill for the extra time. Otherwise, explaining that you will spend this extra time at no additional charge because of concern for the person’s welfare can be a solid marketing tool for earning repeat business. Establishing rapport When the client has finished the paperwork, decide whether to interview him or her in the waiting room, if you have one, or in your treatment room. Complete your interview in the waiting room only if there are no other clients present – all information given requires privacy under HIPAA regulations. If other clients are present or expected to arrive, take your client to the treatment room to continue the interview. Tell the person you will just take a moment to look over the information. Before going over any physical complaints or medical history, focus on any personal information gleaned from the intake. This is the time to get to know a client and show an interest in him or her as a person, not just another opportunity for your financial reward. Explain that before delving into their current physical condition, you would like to get to know them a little bit. Take a moment to clarify this part of your interview procedure by reassuring the person that his or her pain complaints, if any, are important and will be addressed. At this point, ask questions that help identify the individual on a personal level. Ask the client about his or her occupation, how long has he or she lived here, and where did the person move from? Are there children or family here? Note any hobbies listed and ask about involvement in them. Anytime you have something in common with clients, be sure to let them know of your mutual involvement – but be brief. The emphasis should always be more on the client than you. Allow clients to express themselves, but be aware of the time allotted for the session and bring closure by simply saying that you’ll look forward to talking about it more later. Taking time for this type of interaction usually reduces any initial apprehension or fear and allows clients to feel more at ease and relaxed, thereby enhancing the quality of the session. It also establishes a greater chance of needed client feedback during the treatment. Creating a supportive environment in this way, your ability to build a loyal client base is optimized. Page 10 Massage.EliteCME.com