Treatment Rooms and shared spaces including kitchen to be left free of personal items, food and food packaging when leaving. (Except when placed in kitchen bin and where personal equipment has been agreed upon with Ben). All clean towels or items stored in applicable cupboard, not left in kitchen.

Security 

• Key lock front door and all lights etc off when building empty
• Room lights etc. off when leaving building (turning off everything with entrance button hold)

• Sanitise hands (Zoono) on entry
• Sanitise/wash hands and arms passed elbow after and before close contact services (use kitchen not downstairs bathroom)
• Aprons provided for close contact services, use at therapists discretion
• Inform Ben promptly if you take the last bottle of oil, cleaning wipes or any other consumables/perishables so he can replenish to avoid disruption
• Remove ALL clean linen (in green bags) from kitchen before taking in dirty, put in machine and turn on machine immediately (delayed start timer can be used)
• Supervise exit of clients and ensure door is closed and locked
• Consultation time is added to the session and does not take time from therapy – client advised if reaching limit (Ben suggests 15 minutes max but only advisable not enforced)
• Treatment rooms to be left free of personal items except where in storage cupboards as designated as agreed with owner. (Items found will be put in basement).
• ensure not to disturb other clients or therapists by the use of audio or video while with/ not with clients (applicable for room1 and while in kitchen)

• Door code form still in use
• Client advised to sanitise hands with our sanitiser upon each entry.
• Clients to enter alone unless required to have supervision for safety reasons (for example supervision of under 18 by parent/guardian). In the case of supervision the ’other’ person may wait in reception after being informed it is a quiet space so to minimise noise where possible, no mobile phone conversations. (Waiting in treatment room is at therapists discretion)
• No animals permitted in the building (with exception of service animals e.g. seeing-eye dog). Any such animals need to be notified to Ben before first visit only.

• Transport dirty linen in blue/green bags (bag can then be returned to linen box and reused. (Excellent Hygiene standards apply, but not necessary to seal bag)
• Laundry service for cream sheets pick up (taken from basement) on sunday and Wednesday   –  Clean linen placed by client toilet door- please move as soon as able to clean linen cupboard and place blue/green bags in basement. 
• Clean brown sheets put away before leaving for the day
• Used towels (not including large towels that clients lie on) washed – “6” wash, “cupboard” dry  with timer to allow all therapists to add.
• Blue laundry bag for dirty only, store in basement
• Used large towels (the ones cleints lie on) stored in green bag in basement
• Used Cream sheets stored in blue bag in basement.

For information:

Twice Weekly clean carried out by cleaner out of hours to avoid disruption

As a therapist in The Blue Frog Therapy Centre I expect you to take responsibility for your clients’ actions and follow the measures I have outlined in order to protect them, you and fellow therapists from risk of infection and/or poor hygiene. I expect you to follow excellent practices of hygiene and safety. The procedures here ensure protection and must be followed in line with your contractual agreement. 

Guidance for cleaning

1. Open treatment room door and remove all contaminated linen, place in bag in box in treatment room
2. Use wipes from green pack to wipe down dirty linen storage box lid and rims, couch cover, face cushion, buttons, card payment machine, stool, bolsters, oil bottle, and any other touched surfaces in treatment room (Standard hygiene procedures due to microbe shield: couch face cushion, bolsters, couch cover)
3. Clean linen can be brought out and made ready for next client

kitchen hygiene

Pre covid cleaning measures should be continued to maintain normal hygiene practices. We would normally have wiped things clients touched.

• Contaminated/unclean items/laundry only in kitchen at end of day after clean removed (except aprons)
• Place cups upside down in wrapping when stacked in kitchen
• Do not leave cutlery or items in sink- rewash before putting away if left out
• Own used disposable drinking cups covered with lid if left in kitchen.

The Licensor may suspend a therapist immediately where the Licensor reasonably believes continued operation presents a risk to client safety, safeguarding, legal compliance or the reputation of the clinic.”

COMPLAINTS PROCEDURE

20. COMPLAINTS

20.1 Notification of Complaints

The Licensee shall promptly notify the Licensor of any complaint, claim, allegation, investigation, disciplinary matter, safeguarding concern or legal proceeding relating to services provided from the Property.

20.2 Record Keeping

The Licensee shall maintain accurate records of complaints received directly from clients and shall make relevant records available to the Licensor upon reasonable request where necessary for safeguarding, insurance, legal or regulatory purposes.

20.3 Investigation

The Licensor may investigate any complaint relating to:

(a) the safety of clients;

(b) the conduct of the Licensee;

(c) the use of the Property;

(d) compliance with this Licence;

(e) safeguarding concerns;

(f) reputational risks affecting the Property or the Licensor’s business.

20.4 Cooperation

The Licensee shall cooperate fully with any reasonable investigation undertaken by the Licensor and shall provide relevant information, documentation and explanations upon request.

20.5 Serious Complaints

Where a complaint involves:

(a) alleged professional misconduct;

(b) safeguarding concerns;

(c) criminal allegations;

(d) serious client harm;

(e) regulatory investigations;

(f) significant reputational risk;

the Licensor may immediately suspend the Licensee’s right to use the Property pending investigation.

20.6 Outcome

Following investigation, the Licensor may:

(a) take no further action;

(b) issue recommendations;

(c) require remedial action;

(d) issue a written warning;

(e) suspend access for a specified period;

(f) terminate this Licence in accordance with its terms.

20.7 Fair Process

Before issuing a warning, suspension or termination (other than in cases involving immediate risk to safety or safeguarding), the Licensor shall provide the Licensee with:

(a) details of the complaint;

(b) an opportunity to respond;

(c) reasonable time to provide supporting evidence.

20.8 Professional and Regulatory Complaints

The Licensee shall immediately inform the Licensor if they become subject to:

(a) disciplinary proceedings;

(b) regulatory investigations;

(c) criminal proceedings relevant to their professional practice;

(d) suspension, restriction or loss of professional registration, accreditation or insurance.

20.9 Client Complaints Relating to the Property

Complaints relating solely to the facilities, building management or services provided directly by the Licensor shall be investigated and addressed by the Licensor.

20.10 Confidentiality

Both parties shall treat complaints confidentially except where disclosure is required by law, insurance obligations, safeguarding duties or regulatory requirements.

Safeguarding

What is inappropriate behaviour?  Red Flags: Prioritize Personal Safety as an MT

Inappropriate behaviour can be anything from rude comments to unwanted touch. If at any point during a session you feel uncomfortable or unsafe with a client, you should immediately stop the treatment.

Inuendo/flirting/comments about appearance/advances/physical touch/thrusting/suggestions of happy endings/erections with inappropriate behaviour or lack of embarrassment/orgasm etc.

What is our policy?

Ending a session – if you feel client has crossed boundaries  Red Flags: Prioritize Personal Safety as an MT

• Break contact with your client and position yourself near the exit. Ensure there are no barriers between yourself and the door leaving the treatment room.

• Let the client know you will be stepping out. Inform the client that you are ending the session and they need to get dressed. If manager/someone else is available, let the client know they will be in shortly to speak with them or will meet them up front. If working alone and fear for your safety, tell the client they should exit the building once dressed and you will in contact later to discuss the termination of session.  “The session is over, please can you get dressed and meet me outside/leave the building and we will be in contact to discuss.” If you fear for safety do not meet them back in the room, get them to meet you downstairs in communal area/with hall camera.

• Discuss what happened. Describe the inappropriate behaviour and re-establish professional expectations. If you work alone and fear for your safety, tell the client they should exit the building once they have dressed and you will be in contact later to discuss the abrupt and urgent termination of their session. Remember you are always allowed to end sessions.  “You made inappropriate comments/ behaviour, unfortunately we have ended the session, and you will not be welcome back.”

• Have clients pay before treatments. *Update policies to inform clients of payment expectations if their appointment is cancelled due to inappropriate behaviour.

Reporting inappropriate behaviour

To other therapist – It is vital that the owner and other therapists know about the client so they can be avoided by therapists/blacklisted if necessary. Client info and can shared with brief description of behaviour. If you’re uncomfortable saying what happened, no info needs to be given. “Jane Doe – contact info – inappropriate comments/erection/inappropriate behaviour/requested more/blacklisted.”

Reporting to the police – it is always your decision on whether you report or not. Any sort of inappropriate behaviour or sexual advances can be reported to the local authorities. You can always report inappropriate behaviour even if you don’t think it “qualifies” as assault. It helps to prevent that person from harming others and allows you to access support. If you do want to report you can contact 101 or for online which takes 20-30 mins Report rape, sexual assault and other sexual offences | Police.uk

999 for immediate danger.

If sheets have evidence, leave the room as it is or they can be stored in a bag. Camera footage evidence from ben.

For more serious incidents please see link – Reporting to the police | Rape Crisis England & Wales