Cancellation Policy

At Kollectiv Health, we understand that unexpected events can arise, making it necessary to reschedule or cancel your appointment. To ensure we can serve all our clients effectively, we kindly ask for your cooperation with the following policy:

  • 24-Hour Notice: If you need to cancel or reschedule your appointment, please provide at least 24 hours’ notice before your scheduled time. This allows us to offer the time slot to another client who may need it.

  • Late Cancellations and No-Shows: Appointments canceled with less than 24 hours’ notice, as well as missed appointments, will incur a full service fee. This helps us manage our schedule and ensure availability for all clients.

  • Appointment Transfers: If you can’t make your appointment, you have the option to transfer it to another person without any penalty. Just let us know ahead of time so we can update the appointment details and ensure everything is in place.

  • How to Notify Us: You can cancel, reschedule, or transfer your appointment using our online booking system, by emailing us at hello@kollectivewellness.ca, or by calling (587) 341-5157. If you leave a voicemail, please include your name, appointment date, and time, and, if applicable, the name of the person who will be taking your place.

We appreciate your understanding and cooperation. If you have any questions about our cancellation policy, please don’t hesitate to reach out to us.

Direct Billing Policy

At Kollectiv Health, we aim to make your experience as convenient as possible, including handling your insurance claims. Below is our direct billing policy to help you understand the process:

  • Insurance Providers for Massage Therapy and Acupuncture: We offer direct billing for Massage Therapy and Acupuncture services to most health benefit insurance companies. 

  • Insurance Providers for Manual Osteopathy: Currently, GreenShield is the only insurance provider that offers direct billing for manual osteopathy treatments. For other insurance providers, you will need to pay for the service upfront and submit the receipt to your insurance company for reimbursement.

  • Plan Verification: It is important to verify with your insurance provider whether your plan covers the treatments you receive at our clinic. This helps to avoid any surprises regarding coverage and out-of-pocket expenses.

  • Required Information: To facilitate direct billing, please provide us with your insurance card and any necessary details before your appointment. This includes the policyholder's information if you are covered under a family member's plan.

  • Claims Process: We will process your claim directly with your insurance provider at the time of your appointment. If there are any issues or if the claim is denied, you will be responsible for the payment at the time of service.

  • Receipts for Reimbursement: For services not covered by direct billing, we will provide you with a detailed receipt that you can submit to your insurance company for reimbursement.

  • Coordination of Plans: If you have coverage through multiple insurance plans, we can assist with the coordination of benefits to maximize your coverage. Please provide us with the details of all applicable plans to ensure we can process your claims accurately.

  • Consent to Direct Bill: Before we can process direct billing on your behalf, we require your written consent. This consent allows us to submit claims and communicate with your insurance provider regarding your coverage and claims. Consent forms are available at our clinic and must be completed prior to your first direct billing appointment.

  • Fraud Prevention: To comply with insurance regulations and prevent fraud, we can only submit claims under the name of the person who received the treatment and only for the treatment they actually received. Submitting false claims is illegal and can result in serious consequences for both the provider and the patient.

  • Updates and Changes: Please inform us of any changes to your insurance coverage or policy details to ensure accurate and timely processing of your claims.

Our goal is to make the billing process as smooth and hassle-free as possible. If you have any questions or need assistance with insurance-related matters, please don't hesitate to contact us.

Consent Policy

At Kollectiv Health, your comfort, safety, and understanding of your treatment are our top priorities. Our Consent Policy ensures that you are fully informed about the treatments you receive and that you have given your explicit permission before any procedure is carried out. Below are the key elements of our Consent Policy:

  • Informed Consent: Before starting any treatment, our practitioners will explain the nature of the procedure, its benefits, potential risks, and any alternatives available. This ensures that you have all the information necessary to make an informed decision about your care.

  • Written Consent: Written consent is required prior to all treatments at Kollectiv Health. This consent is obtained through our Health History and Consent forms, which must be completed before your first appointment. Additionally, consent forms are emailed to you before each subsequent appointment to ensure ongoing consent. This formalizes your agreement to proceed with the treatment and acknowledges that you understand the information provided to you.

  • Consent for Sensitive Areas: Our governing bodies require us to obtain additional consent before treating sensitive areas such as the chest, inner thighs, and buttocks. If your treatment involves these areas, your practitioner will discuss the specific techniques and purposes, and you will be asked to provide explicit consent for this treatment. This ensures your comfort and understanding of the procedures involved.

  • Ongoing Communication: Consent is an ongoing process. Our practitioners will continually communicate with you during your treatment to ensure you remain comfortable and informed. You are encouraged to ask questions and express any concerns at any time.

  • Consent for Minors: For clients under the age of 18, consent must be provided by a parent or legal guardian. We ensure that both the minor and the guardian fully understand the treatment process and its implications. For minors under the age of 12 years old, we require a parent or legal guardian be present for the assessment and verbal consent at the beginning on the treatment and we require this individual to remain on the premises during the treatment.

  • Consent to Direct Bill: As part of our direct billing process, we require your written consent to submit claims and communicate with your insurance provider regarding your coverage and claims. This consent must be provided before we can process any direct billing on your behalf.

  • Revoking Consent: You have the right to withdraw your consent at any time. If you decide to stop a treatment, simply inform your practitioner, and they will respect your decision and discuss alternative options if needed.

  • Confidentiality: All information related to your consent and treatment is kept strictly confidential, in accordance with our privacy policy and relevant legal requirements.

Your informed and voluntary consent is crucial to ensuring that you receive the highest quality of care. If you have any questions or concerns about our Consent Policy, please do not hesitate to contact us.

Disease Prevention Policy

At Kollectiv Health, the health and safety of our clients and staff are of utmost importance. Our Disease Prevention Policy outlines the measures we take to prevent the spread of infectious diseases within our clinic. These protocols help ensure a safe and healthy environment for everyone.

  • Sanitization Protocols: Our clinic follows rigorous sanitization protocols. Treatment rooms and equipment are thoroughly cleaned and disinfected between each client. High-touch areas such as door handles, reception desks, and seating areas are regularly sanitized throughout the day.

  • Hand Hygiene: We promote frequent hand washing and the use of hand sanitizers. Hand sanitizer stations are available throughout the clinic for use by both clients and staff.

  • Personal Protective Equipment (PPE): We have PPE available for both clients and practitioners. Practitioners can choose to wear PPE if they feel the need or if a client requests it. Clients are also welcome to request PPE if they feel they need it.

  • Appointment Scheduling: We space out appointments to reduce the number of clients in the clinic simultaneously and to allow time for thorough cleaning between sessions. We also encourage clients to arrive on time for their appointments to minimize waiting periods.

  • Rescheduling and Sick Policy:

    • Acupuncture Clients: Seeking treatment while sick has many benefits. If you are coming to your appointment while experiencing symptoms, please inform your practitioner beforehand, wear appropriate PPE, and arrive on time to avoid exposing others in the waiting area.
    • Massage and Manual Osteopathic Therapy (MOT) Clients: If you are experiencing symptoms, we encourage you to reschedule your appointment. Please contact us as soon as possible to find an alternative time.

By adhering to these disease prevention measures, we strive to maintain a safe and healthy environment for all our clients and staff. If you have any questions or concerns about our Disease Prevention Policy, please do not hesitate to contact us.

Harassment Policy

Kollectiv Health is a health and wellness company whose staff are committed to the highest standards of professionalism and ethics. We are dedicated to maintaining a healthy and respectful environment for both our staff and clients. Therefore, we have a zero-tolerance policy towards harassment of any type, including sexual harassment.

Definition of Harassment: Harassment includes any unwanted behavior that offends, humiliates, or intimidates others. This can be verbal, physical, or visual and includes, but is not limited to, offensive comments, jokes, gestures, physical contact, and unwelcome attention.

Sexual Harassment: Sexual harassment includes, but is not limited to:

  • Sexual advances or requests for sexual favors
  • Innuendos, comments, suggestions, or jokes of a sexual nature
  • Insults, taunts, or intrusive questions or statements about one's sex life
  • Behavior that may be considered a criminal offense, such as physical assault, indecent exposure, sexual assault, stalking, or obscene communications
  • Any other verbal or physical conduct of a sexual nature

Sexual harassment does not need to be intentional to be considered as such; it can be explicit or implicit.

Zero Tolerance: All forms of harassment are offensive and can intimidate, humiliate, or offend others. Harassment of any kind will not be tolerated within our environment.

Consequences: A breach of this policy will result in the harasser(s) being removed from our environment and informed that they are not welcome to return. If necessary or if the behavior continues, further action will be taken, including but not limited to filing complaints with the police and/or the Alberta Human Rights Commission and/or pursuing legal action.

Reporting Harassment: Harassment is taken very seriously by Kollectiv Health. All complaints will be handled with the utmost care and consideration. If you experience or witness harassment, please report it immediately to a staff member or the clinic manager. All reports will be treated confidentially and investigated promptly.

Support for Staff: We are committed to supporting our staff members who experience harassment. This includes providing a safe environment for reporting incidents, offering access to counseling services, and taking swift action to address the situation.

By adhering to this Harassment Policy, we strive to create a safe and respectful environment for everyone at Kollectiv Health. If you have any questions or concerns about our Harassment Policy, please do not hesitate to contact us.

Confidentiality Policy

At Kollectiv Health, we are committed to protecting the privacy and confidentiality of our clients’ personal and health information. Our Confidentiality Policy outlines the measures we take to ensure that your information is handled with the utmost care and discretion.

  • Personal Information Protection: All personal information, including contact details, medical history, and treatment records, is kept strictly confidential. We collect, use, and disclose your information only for the purposes of providing healthcare services, processing payments, and complying with legal and regulatory requirements.

  • Access to Information: Access to your personal and health information is restricted to authorized personnel only. This includes healthcare practitioners involved in your care and administrative staff responsible for billing and record-keeping. All staff members are trained on the importance of confidentiality and are required to adhere to this policy.

  • Secure Storage: We use secure systems to store and manage your personal and health information. Electronic records are protected by encryption and access controls, while paper records are stored in locked, secure areas. We regularly review and update our security measures to ensure the ongoing protection of your information.

  • Disclosure of Information: We will not disclose your personal and health information to third parties without your explicit consent, except where required by law or in emergency situations where disclosure is necessary to protect your health or safety. If you wish to authorize the release of your information to another healthcare provider or third party, you will need to provide written consent.

  • Client Rights: You have the right to access your personal and health information held by Kollectiv Health. If you wish to review or obtain a copy of your records, please submit a written request to our office. We will respond to your request within a reasonable timeframe and provide the information in accordance with applicable laws and regulations.

  • Breach of Confidentiality: Any breach of confidentiality is taken very seriously. If a breach occurs, we will take immediate steps to mitigate the impact and prevent future occurrences. This includes investigating the breach, notifying affected individuals, and implementing corrective actions.

  • Questions and Concerns: If you have any questions or concerns about our Confidentiality Policy or how your information is being handled, please do not hesitate to contact us. We are committed to addressing your concerns and ensuring your privacy is protected.

By adhering to this Confidentiality Policy, we strive to maintain the trust and confidence of our clients, ensuring that your personal and health information is safeguarded at all times.

Financial and Fraud Prevention Policy

Financial and Fraud Prevention Policy

At Kollectiv Health, we are committed to maintaining the highest standards of financial integrity and protecting our clients' financial information. This Financial and Fraud Prevention Policy outlines our procedures for handling payments, storing credit card information securely, and preventing fraudulent activities, including insurance fraud.

  • Payment Methods: We accept various payment methods, including cash, debit cards, and major credit cards. Payment is due at the time of service unless other arrangements have been made in advance.

  • Direct Billing: For clients with health benefit insurance that we can directly bill, we will handle the submission of claims on your behalf. Please ensure we have your current insurance information on file and notify us of any changes to your coverage.

  • Credit Card Information: To facilitate seamless transactions, we may store your credit card information securely. All stored credit card information is encrypted and protected by industry-standard security measures. We adhere to the Payment Card Industry Data Security Standards (PCI DSS) to ensure the safety of your financial information.

  • Billing Errors and Discrepancies: If you notice any errors or discrepancies on your bill, please contact us immediately. We will investigate the issue promptly and correct any mistakes.

  • Refunds and Cancellations: Our cancellation policy requires at least 24 hours' notice to avoid a full service fee. Refunds are processed in accordance with this policy. Please refer to our Cancellation Policy for more details.

  • Fraud Prevention: We take fraud prevention very seriously and have implemented measures to protect our clients and our clinic. These measures include:

    • Verifying the identity of clients making payments or billing inquiries.
    • Monitoring transactions for suspicious activity.
    • Training staff to recognize and respond to potential fraud.
    • Using secure systems to process and store financial information.

  • Insurance Fraud Prevention: We strictly adhere to ethical billing practices and will not engage in or tolerate any form of insurance fraud. This includes, but is not limited to:

    • Submitting claims for services not provided.
    • Misrepresenting the nature of services provided to obtain insurance reimbursement.
    • Providing false or misleading information to insurance providers.

    If you request us to engage in any of these activities, we will refuse and may terminate our professional relationship with you.

  • Reporting Fraud: If you suspect fraudulent activity related to your payments or financial information, please report it to us immediately. We will take appropriate action to investigate and resolve the issue, and we will cooperate with law enforcement authorities if necessary.

  • Client Responsibilities: We ask that clients provide accurate and up-to-date financial information, promptly report any billing errors or discrepancies, and notify us of any changes to their insurance coverage or payment methods.

  • Confidentiality: All financial information is treated with the highest level of confidentiality. We do not share your financial information with third parties except as necessary to process payments or as required by law.

By adhering to this Financial and Fraud Prevention Policy, we aim to provide a secure and transparent financial experience for our clients. If you have any questions or concerns about our financial practices or fraud prevention measures, please do not hesitate to contact us.