Episode 092: Staying Professional (and Protecting Yourself) as a Massage Therapist – Ann Davey
Back on Episode 83, we discussed a serious event where a massage therapist in Adelaide was arrested, charged and convicted for assault of his clients. It’s one f those things that “one of our own” has done the bad thing, and it hurts. Particularly when the ABC goes on to publish an article with an inflammatory headline Is This Self-Regulated Industry a Breeding Ground for Predators?
Ann Davey, CEO of Massage & Myotherapy Australia, caught up with Jackie and David to discuss self-regulation, professional standards, and how therapists can elevate themselves for the betterment of our beautiful industry and to protect themselves and their clients.
1. Understanding Self-Regulation in Massage Therapy
Unlike regulated health professions (say physiotherapy, nursing, acupuncture) under AHPRA, massage therapy is a self-regulated. Joining an association is voluntary, and in doing so there are standards enforced by associations like Massage & Myotherapy Australia.
“We’re here to support therapists in ensuring they meet the voluntary National Standards,” Ann says. “That includes everything from proper documentation to maintaining clear communication with clients.”
While associations provide guidelines and resources, Ann explains that they don’t have the legal power to enforce penalties in the same way APRA can. However, the recent adoption of the National Code of Conduct for Unregistered Healthcare Workers has given Associations more leverage.
“Now, if a serious complaint is lodged, we can refer the matter to the Health Care Complaints Commissioner or the Health Ombudsman,” Ann notes. “They can issue interim prohibition orders while an investigation is conducted.”
Ann also points out that while Associations can expel a member or notify health funds, they can’t prevent a therapist from continuing to practice. However, with the new National Code of Conduct, serious offenders can now be legally prohibited from practicing.
“If a client lodges a serious complaint, we refer them to the Health Care Complaints Commissioner or the police,” Ann clarifies. “Sometimes, the association can Assist in making that first contact, which can feel daunting for a victim.”
2. The Power of Documentation: Your First Line of Defence
Associations do receive complaints from the public about matters that are serious and those that are less serious. Serious matters that represent a crime are forwarded to police or the Commissioner for investigation. But there are less serious matters, not criminal concerns for example incorrect draping (still serious), practitioner scope of practice or even trivial matters like a member of the public who thinks they have been over charged. Ann emphasises the importance of having robust policies in place and maintaining thorough client records.
“If you’re not documenting your sessions properly, you’re leaving yourself vulnerable,” Ann warns. “Your notes need to be clear, concise, and objective – they’re your first line of defence if anything goes wrong.”
Essential components of effective documentation include:
- Date and time of the session
- Client’s reported symptoms or concerns
- Assessment findings
- Treatment provided
- Client’s response to treatment
- Recommendations for follow-up care
Ann also highlights that these notes can protect therapists in the event of a client complaint or a health fund audit.
“Your notes are your evidence that you did the right thing,” she says. “They need to be completed on the day of the treatment, not retrospectively.”
3. Communicating Boundaries: Protecting Yourself and Your Clients
Navigating tricky interactions with clients can be challenging, especially when boundaries are tested. Ann stresses that therapists should feel empowered to clearly state their policies around conduct and behaviour.
“If something doesn’t feel right, trust your instincts,” she advises. “It’s okay to say no, and it’s okay to end a session if you feel unsafe.”
Ann recommends having a pre-written policy that outlines acceptable behaviour, cancellation procedures, and the therapist’s rights to refuse service. This can be included in intake forms or displayed prominently in the clinic.
“We are in a one-on-one setting, which can make us vulnerable,” Ann notes. “Having clear policies protects both the therapist and the client.”
Jackie reflects on how many clients don’t know what to expect during a massage session, making it essential for therapists to educate them about acceptable boundaries.
“I can’t tell you how many new clients come in and say, ‘I didn’t fill out any paperwork at the last place,’” Jackie says. “That’s a huge red flag.”
4. Handling Complaints and Incidents
What should a therapist do if a client lodges a complaint? Ann outlines practical steps:
- Stay Calm: Take a breath and review your documentation.
- Contact Your Association: They can provide guidance on how to respond professionally.
- Respond Promptly and Professionally: Acknowledge the complaint and communicate that you will investigate the matter.
- Seek Legal Advice: If the complaint has legal implications, your insurer can usually connect you with legal advice as part of your policy.
Ann also shares a behind-the-scenes look at the complaint process within the association. Complaints are reviewed by a National Ethics Committee, consisting of trained professionals who assess each case against the association’s Code of Ethics.
“We’re not there to be judge and jury,” Ann says. “We’re there to make sure the process is fair and that all parties have the opportunity to present their case.” Natural just has to be allowed to take place for the benefit of everyone.
5. Managing Emotional and Psychological Safety
Ann and Jackie discuss the emotional toll that complaints can take on therapists, even when they’re unfounded.
“The damage is already done if your reputation is questioned,” Ann says. “Even if you’re cleared, the experience can shake your confidence.”
Jackie recalls a male therapist who questioned the prevalence of sexual harassment in the industry.
“He said, ‘I’ve never had that happen to me,’” Jackie recounts. “But he was a male therapist. Women in the industry face a different reality.”
Ann points out that 85% of massage therapists are female, making them statistically more likely to encounter inappropriate behaviour.
“That’s why we developed the ‘Safety and Solicitation in the Massage Industry’ course,” Ann says. “We teach therapists how to handle unwanted advances and protect themselves.”
6. Ongoing Education: Stay Informed and Protected
Ann underscores the value of ongoing education, especially in areas like ethics, boundaries, and self-regulation.
“You’re only as good as the training you keep up with,” Ann reminds listeners. “We offer regular webinars, workshops, and courses designed to keep therapists informed and prepared for the evolving landscape of the profession.”
Massage & Myotherapy Australia offers resources like the Safety and Solicitation in the Massage Industry course, developed by Priscilla Fleming, which addresses safety measures for practitioners facing inappropriate behaviour from clients.
Ann also mentions that the association is involved in the Australian Digital Health Agency’s project to integrate massage therapy records into the digital health ecosystem, allowing for more streamlined record-keeping and data-sharing with other health professionals.
“It’s an exciting development,” Ann says. “Our terminology will now be included alongside other health professions, making it easier for massage therapists to share information with doctors and allied health providers.”
Conclusion: Staying Professional in a Self-Regulated Industry
Ann Davey’s insights provide a crucial reminder that protecting oneself as a massage therapist goes beyond good hands-on skills. Proper documentation, clear communication, adherence to professional standards, and ongoing education form the backbone of a safe and reputable practice. By implementing these strategies, therapists can mitigate risks, maintain their integrity, and foster a thriving practice.
To hear more from Ann Davey and learn practical strategies for staying professional and protecting yourself as a massage therapist, listen to the full episode of Folding Towels Podcast – Episode 092: Staying Professional (and Protecting Yourself) as a Massage Therapist.
Visit foldingtowelspodcast.com.au for more episodes and resources.