The following is a case study demonstrating how the Inquiries, Complaints and Reports Committee (ICRC) addressed a client’s complaint about the conduct of their Registered Massage Therapist/Massage Therapist (RMT/MT).

Case Study Summary

The RMT/MT had an open concept home-based practice; they used a 10-foot partition to partially cover the area where the treatment table was located. When clients changed their clothes, the RMT/MT would stand at the other end of the room. In this case, while the client was getting dressed, the client recalled making eye contact with the RMT/MT.

The client received treatment from this RMT/MT for two years. They bonded over shared interests in running and CrossFit, texting about workouts outside sessions. The RMT/MT called the client “a good listener” and shared personal relationship struggles, leading to a friendship. As the friendship continued, the client texted the RMT/MT wanting to pursue a romantic relationship. The RMT/MT replied that they were not interested, cancelled future appointments and didn’t reply to further text messages from the client.

CMTO investigated this matter. The RMT/MT stated that:

• Their living space required a partition, and they did their best to position the partition to protect the client’s privacy, while also acknowledging it did not provide full privacy.
• On one occasion, they inadvertently made eye contact with the client while the client was changing.
• They live in a small town and happened to bond with the client. They did engage in a social relationship.
• They became concerned that the client was becoming emotionally attached.
• They cut all contact after the client’s romantic text, ignoring further messages to maintain professionalism.

ICRC’s Perspective: Decision Process and Outcome

The ICRC reviewed the complaint and noted:

• The RMT’s/MT’s practice failed to provide adequate physical privacy and sense of security to the client, an aspect of professional boundaries and client-centred care.
• The RMT/MT failed to maintain professional boundaries by developing a personal relationship with the client.
• If an RMT/MT is going to cease providing treatment to a client, it is important that they do so in accordance with the Standards of Practice and that they communicate this decision clearly to the client. In these circumstances, the RMT/MT should have made reasonable attempts to arrange alternative services.

The ICRC determined the RMT/MT required remediation because they did not maintain professional boundaries or appropriately discharge the client from their care. The RMT/MT was ordered to engage in ethics mentoring to review the importance of maintaining professional boundaries and the steps required to properly discontinue care to a client.