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Continuing ProfessionalDevelopmentAll practising massage therapists should completeat least 20 hours of continuing professionaldevelopment annually to maintain the currency oftheir skills.Massage therapists who provide third partyservices through private health funds and Workers’Compensation Authorities are required to completeat least 20 hours of Continuing ProfessionalEducation per annum.Types of Massage TherapyMassage therapists may work in one or more of thefollowing areas:Therapeutic or relaxation massage:to promote wellbeing, improve sleep, treat anxietyand tension, and enhance a range of systemic bodyfunctions such as circulation.Lymphatic drainage and lymphoedemamanagement:to support and enhance the primary care of patientswhose lymphatic system has been compromised bya variety of chronic or acute illnesses.Myotherapy:to assess and treat myofascial pain and dysfunction.Oncology, palliative care and geriatric massage:to support the primary care of patients with chronicillness and a broad range of quality-of-life issues.Pregnancy and pediatric massage:to support the primary care of pregnant womenand infants.Oriental massage:to enhance mental and physical wellbeing throughthe stimulation of specific pressure points. It includesShiatsu, acupressure and Tui Na.Remedial massage:to assist in rehabilitation, pain and injurymanagement. A range of manual therapytechniques may be employed in treatment.Sports massage:to treat and prevent injuries, improve recovery,flexibility and endurance, and enhance theperformance of athletes.Massage Therapy Code of Practice - Delivering quality care to Australian consumers Association of Massage Therapists Ltdpage 10

Complementary ModalitiesMassage therapists use a wide variety of techniques,approaches and modalities. Although some of thesemodalities do not fit strictly within the massagetherapy scope of practice, AMT recognises theneed to give practitioners reasonable latitudein employing a diverse range of techniques andmethodologies in their clinical practice.Complementary modalities may be integrated intothe massage therapy treatment plan. Therapists whoincorporate these complementary modalities into atreatment must understand their professional duty ofcare and undertake to: a dhere to the AMT Code of Ethics and Codeof PracticeActivities and modalitiesoutside the massage therapyscope of practiceThe practice of massage therapy does not include: h igh velocity-low amplitude (HLVA)manipulations p rescription or recommendation ofsupplements or other ingestible substances c ounseling (unless the massage therapist holdsa recognised counseling qualification) diagnosis of conditions or diseases.Additionally, AMT does not endorse the use of thefollowing modalities. They should not be performedas part of the massage therapy treatment plan andshould not be held out to be within the scope ofmassage therapy. This list should not be interpretedas a complete list of activities outside the scope ofmassage therapy. h ave the training, knowledge, skill andjudgment to perform the complementarymodality competently i nform the client that they are using thecomplementary modality Acu-Energetics o btain valid, informed consent for the useof the modality Acu Needling Allergy Testing h ave appropriate insurance cover for themodality Art Therapy abide by third party provider requirements. Ayurvedic MedicineHowever, if the complementary modality isperformed on its own, it is not considered to bemassage therapy. It cannot be billed or receiptedas massage therapy for the purpose of third partyreimbursement, such as private health fund rebates. Bach flower Remedies Biofeedback Biodynamic massage Bioenergetics Body Transformation Chakra Balancing Chakra-puncture Colonic Irrigation Colour Therapy Core Energeticspage 11 Massage Therapy Code of Practice - Delivering quality care to Australian consumers Association of Massage Therapists Ltd

Counselling Magnet Therapy Crystal Healing Magnetic Field Therapy Dolphin Healing Metamorphic Technique Ear Candling Naturopathy Emotional Freedom Technique Neuro-linguistic Programming Energetic Healing Personal Training Energetic Medicine Polarity Therapy Erotic/exotic massage P ostural Integration and PsychotherapeuticPostural Integration Esoteric Breast Massage Esoteric Bodywork Esoteric Chakra-puncture Esoteric Connective Tissue Therapy Esoteric Healing Esoteric Massage Feng Shui Fertility Massage Flower Essences Geomancy / treatment of geopathic stress Hawaiian massage / Lomi Lomi Hellerwork Herbalism Homeopathy Holistic Breathwork Hypnosis Iridology Pranic Healing Raindrop Therapy Rebirthing Reconnective Healing Reiki Sacred Esoteric Healing Sexological Bodywork Shamanic Healing Sound Therapy Spiritual Healing Tantric Massage Theta Healing Thought Field Therapy Time Line Therapy Traditional Chinese Herbal Medicine Zero Balancing Kinesiology / Touch for Health Laser Therapy Life Coaching Live blood analysisMassage Therapy Code of Practice - Delivering quality care to Australian consumers Association of Massage Therapists Ltdpage 12

AMT Standard Complaint Handling

PurposeMassage therapists understand the context in whichcomplaints arise and have the skills and knowledgeto respond appropriately and effectively to a clientcomplaint in accordance with the policy.BackgroundComplaints and other comments from clientsare an important form of feedback, providingvaluable information about the quality and safety ofhealthcare services. Complaints are a helpful learningtool because they create a unique opportunityto identify gaps in the quality of care and addressany issues. Handled well, a complaint can leadto profound and positive changes in practice,enhancing the therapeutic and clinical relationshipwith clients.Effective complaint handling is a key componentof risk management and mitigation, potentiallypreventing the escalation of a complaint into aformal legal action.Complaints and the reasons for them vary. Peopleoften complain because they: w ant an acknowledgement that somethingwent wrong and an explanation of why w ant an apology for the distressthey experienced d o not want to see other people facing a similarproblem w ant to improve the service for themselves orothers in the future w ant someone to be blamed, punished or heldaccountable for what happenedClients can reasonably expect their massagetherapist to: discuss treatment options and goals p rovide information about treatment and obtaininformed consent d eliver a professional service at a fair andreasonable fee r espect their rights, dignity, feelings, opinionsand cultural customs r espect their right to give feedback on theservices provided r espect their privacy and maintainconfidentiality maintain appropriate professional boundaries.Massage therapists should have a comprehensivecomplaint management process that encompassesthe following objectives: T o provide an efficient, fair and accessiblemechanism for handling complaints from clients T o recognise, promote and protect the rights ofthe client T o collect data and monitor complaintsto enable ongoing improvement in servicedelivery.Although it may seem difficult or confronting, mostcomplaints are best resolved by handling themdirectly, promptly and professionally. However,advice should always be sought from the insurerand/or professional association before responding toa complaint. want compensation.The majority of complaints stem fromcommunication problems in relation to obtainingconsent, explanations of treatment, billing and fees,hygiene and professional courtesy.page 14 Complaint Handling Association of Massage Therapists Ltd

Complaints to ahealth complaints entityEach State and Territory has its own HealthComplaint Entity (HCE)/Commissioner withindependent legal authority to investigate consumercomplaints against healthcare practitioners,including massage therapists. If a consumer makesa formal complaint to one of the Health ComplaintEntities, the massage therapist will normally beasked to respond to the letter of complaint inwriting. When responding to the HCE, the therapistshould try to understand the situation from theconsumer’s point of view. If appropriate, the therapistshould apologise for any misunderstanding thatmay have led to the complaint. In many cases, thiswill address the problem because it meets theconsumer’s expectations.The following is a list of Health Complaints Entities/Commissioners in each State and Territory:ACT T he ACT Human Rights Commissionhttp://www.hrc.act.gov.au/health/NSW T he Health Care Complaints Commissionhttp://www.hccc.nsw.gov.au/Relevant statutory code: C ode of Conduct for UnregisteredHealth PractitionersQueensland O ffice of the Health Ombudsmanhttp://www.oho.qld.gov.auRelevant statutory code: N ational Code of Conduct for Health CareWorkers (Queensland)South Australia H ealth and Community Services elevant statutory code: S A Code of Conduct for UnregisteredHealth PractitionersTasmania H ealth Complaints /Victoria H ealth Complaints Commissionerhttps://hcc.vic.gov.au/Relevant statutory code: Code of Conduct for General Health ServicesWestern Australia H ealth and Disability Services Complaints Officehttps://www.hadsco.wa.gov.au/home/Northern Territory H ealth and Community ServicesComplaints Commissionhttp://www.hcscc.nt.gov.au/Complaint Handling Association of Massage Therapists Ltdpage 15

PolicyInformal/verbal complaintMassage therapists are required to: m ake a time to meet with the client ortelephone them to discuss the complaint l isten carefully to the client’s concerns and treatthem with due respect and deference t ry to understand the situation from the client’spoint of view b e aware of differing views of what happenedand what was said s ummarise the client’s concerns to reassurethem that they have been understood f ormally (i.e. in writing) acknowledge thatthe complaint has been received and informthe client of the complaint managementprocess, including the time frame for dealingwith the complaint e valuate the client’s concerns and tryto understand the situation from theclient’s perspective i dentify any issues or gaps in the quality ofcare that have been highlighted by the client,and institute policies and procedures toaddress them r espond to the complaint in writing. The lettershould include:- an acknowledgement of the client’s distress g ive the client a calm and clear explanation ofwhat happened from their own point of view- a clear explanation of what happened fromthe massage therapist’s point of view k eep a record of the conversation and theclient’s concerns, and all necessary details(date of incident, nature of incident, date ofconversation) and provide a copy of this to theclient to ensure it is factually correct- a n acknowledgement of any errors and anapology if appropriate offer an apology if warranted- a ppropriate remediation or an offerof resolution. ask the client what would resolve their concerns try to negotiate a solution with the client i dentify any issues or gaps in the quality ofcare that have been highlighted by thecomplaint, and institute policies and proceduresto address them.Formal/written complaintMassage therapists are required to: i nvestigate and respond to allwritten complaints c ontact their professional indemnityinsurance provider immediately and informthem of the complaint c ontact their professional association and informthem of the complaintpage 16 - a n explanation of the steps taken to addressthe problem/concernResourcesFor more comprehensive guidelines on complainthandling procedures and policies, please refer to thefollowing: G uide to Complaint Handling inHealth Care dguidelines/c/complaints handling---pdf.pdf C omplaints Management Handbook for theHealth Care nt/uploads/2012/01/complntmgmthbk.pdfApproved: 17 September, 2012Complaint Handling Association of Massage Therapists Ltd

AMT Standard Professional Boundaries

PurposeMassage therapists have a clear understandingof professional boundaries and the principlesunderpinning this standard, and can apply thisknowledge in the massage therapy clinical setting inaccordance with the policy. r eceiving private calls from a client on a nonbusiness number r eceiving gifts of a personal, intimate orinappropriate nature b elieving only you can offer the right treatmentto a client.BackgroundPolicyProfessional boundaries refer to the limits andparameters that are set within the therapeuticrelationship. The establishment of clear boundariesis intended to create a safe and predictable placewhere treatment can take place.Massage therapists are required to:Massage therapists have a duty of care to ensurethat the interaction between the client and thetherapist is based on plans and outcomes that aretherapeutic in intent.To effectively manage professional boundaries,massage therapists must understand and appreciatethe inherent power imbalance that exists betweenthe client and the therapist. This power imbalanceleaves the client vulnerable and potentially open toexploitation. The massage therapist always carries theburden of responsibility for maintaining appropriateboundaries due to this power differential. When amassage therapist crosses a professional boundary,they are abusing or misusing this power and theirprofessional authority. b e aware of the power relationship that existsbetween the client and the therapist w ork within the massage therapy scopeof practice and refer clients to other healthpractitioners when relevant d isclose information to clients regarding yourqualifications, treatment procedures and goals e stablish a clinic policies and proceduresmanual that includes details of operating hours,fee schedule and third party provider rebates m aintain high standards of client historycompilation, note taking and storage ofclient files o btain informed consent at the start of andthroughout the treatment wear a uniform or suitable professional attireMaintenance of professional boundaries requiresdiligence and vigilance. Boundary issues can becomplex, dynamic and confronting. Massagetherapists must engage in reflection on their clinicalpractice to ensure that boundaries are not beingcompromised by themselves or challenged by theirclients. b e aware of the client’s emotional state, look forsigns of clients becoming dependent and makeappropriate referrals when necessarySigns that the professional boundary may haveeroded include: t erminate the therapeutic relationshipimmediately if there is a risk of becomingromantically or intimately involved with a client developing strong feelings for a client c onsistently spending more time with aparticular client r efuse or terminate a treatment if theclient’s behaviour is sexually inappropriate orabusive r efuse treatment if a client is under the influenceof alcohol or unlawful drugs having very personal conversations with a clientpage 18 Professional Boundaries Association of Massage Therapists Ltd

r efrain from treating clients if a prescribedmedication may impair professional judgementand interfere with ability to practise.Massage therapists should not: fl irt or use sexually suggestive languageor touch t olerate sexually suggestive behaviourfrom clients t ouch the clients genitals, perineum or breasts.The specific circumstances under whichmassage of breast tissue may be undertaken areoutlined in the Breast Massage Standardof Practice. e ngage in gossip or irrelevant chatterwith clients u se the therapeutic relationship to initiate orfoster friendships with clients u se the therapeutic relationship to initiate sexualcontact with clients or groom clients i nteract with clients via personal social mediaaccounts or pages. This includes acceptingfriendship requests from clients on Facebook.Social media interactions with clients shouldbe restricted to pages that exclusively promotebusiness/clinical activities. b ecome romantically involved or enter into asexual relationship with a client e ngage in counselling or psychoanalysisof clients p ractise under the influence of alcohol orunlawful drugs.Professional Boundaries Association of Massage Therapists LtdPrinciplesMassage therapists should be aware of the followingguiding principles: A ll clients are created equal. If a massagetherapist makes special concessions for aparticular client, including giving them moretime or priority in their appointment schedule,then there may already be a boundary issue.Doing special favours for a particular client is aclear warning sign that the therapist needs toreassess their therapeutic relationship withthat client. A ll clients are created equal, even (orespecially) friends and family. Massagetherapists need to be consistent in theirapplication of professional boundariesregardless of any pre-existing relationshipsoutside the clinic setting. If a therapist decidesto treat a relative or a friend, they must employthe same professional standards, record keeping,confidentiality, language and behaviour as theydo for all clients. If the therapist cannot applythese same professional standards to a relative,friend or acquaintance, they need to refer themto another practitioner immediately. P revention is better than cure. Maintainingprofessional boundaries is extremely complexand challenging. Having an experiencedmentor or supervisor to provide objectiveadvice, clarity and guidance is an effectiveway to ensure that the massage therapist iskeeping themselves and their clients safe atall times. Peer networking and participation inprofessional development in the areas of ethicsand professional practice play a crucial role indeveloping skills and awareness.page 19

K now thyself. Self-reflection is essential tohigh-quality professional practice. Massagetherapists cannot effectively contribute to thewellbeing of their clients without reflectingon their own practices, challenging theirassumptions and examining their beliefs. Thisincludes monitoring the appropriateness oftheir needs as a therapist such as the need to“fix” a client, be admired or loved by a client,or be perfect in their client’s eyes. Ma

Massage therapists use a wide variety of techniques, approaches and modalities. Although some of these . modalities do not fit strictly within the massage . therapy scope of practice, AMT recognises the need to give practitioners reasonable latitude in employing a diverse range of techniques and methodologies in their clinical practice. of Practice