Most therapists are faced with this part of the job at some point in their career. There are a multitude of reasons that you may have for dismissing a client. Some examples may be continued no shows, inappropriate behaviour in the treatment room, a client who fails to do their part in assigned home care, or very simply not seeing results from the treatment that you provide. No matter what the case may be, when firing/dismissing a client, it is important that the therapist clearly convey to the client the reasons for asking them to seek their treatment from another therapist. While this may be communicated in one of two ways, either verbally, or through a formal letter, there are several things which should be included in that communication.
First, and foremost, it is important to clearly inform the client that you will no longer be taking treatment appointments from them.
Second, clearly lay out the reason(s) why. When it comes to this part of the communication it is important to be precise, while also not being defamatory. This is especially important if you are letting a client go because of inappropriate behaviour. The following paragraph is an example of language that may be used in an instance of inappropriate behaviour.
“The reason that I/we will no longer be providing massage therapy/manual osteopathic therapy treatment to you is a direct result of the inappropriate behaviour that occurred at your last treatment which occurred on INSERT DATE. This kind of behavior is never appropriate when receiving massage treatment. We would encourage you not to behave this way with any future therapist you may receive treatment from.”
Finally, provide them with either a general or specific referral to another therapist. This may be as simple as pointing them towards the different associations “find a therapist” pages, or if there is a therapist that you believe may be better able to provide them with the treatment they need, a specific referral may be appropriate. Where inappropriate behaviour has occurred, a referral is not necessary.
If you are providing a letter in the firing/dismissal of a client, we would strongly encourage you to consult your lawyer prior to issuing the letter. Don’t have a lawyer? Don’t forget that as a CMMOTA Member you have access to Legal Guard® through your Professional Liability Insurance Policy. To learn more please visit this page.