Let’s start with a clarification: It’s never OK to tell others who your clients are, gossip about them, or post about them on social media. If a client leaves a Yelp review saying you’re the best (or worst) massage therapist they’ve ever had, they’re allowed to do that. But you’re not allowed to state on your website, “Marty Adams said I gave the best massage ever!” unless they personally signed a form giving you permission to use it on your website. If the client signs an authorization-to-release-information form stating who you may share their information with, such as the doctor who referred them, a lawyer if they’re involved in a personal injury or disability case, or a family member, that’s within the law.
We should always follow the laws and the code of ethics that apply to us. But consider these scenarios:
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You’ve been seeing a client for over 20 years. Recently, you started noticing changes in their behavior and personal hygiene. They used to be well-dressed, but they’ve started showing up looking unkempt and have a bad case of body odor. They were late for their last appointment, which is unusual, and they told you they took a wrong turn on the way to your office. You know they live just a couple of miles away. They’re elderly, live alone, and you’re concerned about them. Their daughter is listed as their emergency contact, but she lives a couple of hours away. Would you call her?
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You ran into a new client at the grocery store, and she stopped you to chat. The client previously mentioned having a young son, and he was with her. He had an obvious black eye and looked downcast. You said, “Oh my, sweetie, what happened to you?” Without waiting for the child to answer, the woman said, “He forgot to obey orders and got punished for it.” What would you do?
In the first instance, you might gently question the client about how they’re getting along and suggest they may need some help with activities of daily living. The client may be embarrassed to admit they need help or may be in the early stages of dementia. As the daughter is listed as the emergency contact, it would not be a violation to contact her with your concerns.
In some states, massage therapists are considered mandatory reporters . . .
In the second instance, there are some states where massage therapists are considered mandatory reporters, meaning they are required to report instances of suspected child or dependent adult maltreatment to the proper authorities. Even when that is not the case, use your best judgment about calling child protective services. They are not allowed to tell the guardian who made the report.
We can violate confidentiality when we are ordered to by a court or if we believe someone is a danger to themselves or a danger to others, including a child or a vulnerable adult.
