COVID-19 admin & safety policies

What to do if you are feeling ill or have been exposed to COVID-19

We are asking clients who are feeling ill and/or have potentially been exposed to someone who tested positive to COVID to STAY HOME. Common symptoms of COVID-19 include including cough, fever, fatigue, dizziness and brain fog. Below are recommended time frames for self-isolation based on recommendations from the BCCDC, for more information,
READ HERE.

If you are fully vaccinated

  • You have isolated for at least 5 days from first testing positive
  • Your fever is gone without medication
  • Your symptoms are improving – isolate for longer if you are still feeling unwell

If you are unvaccinated or partially vaccinated

  • You have isolated for at least 10 days from first testing positive
  • Your fever is gone without medication
  • Your symptoms are improving – isolate for longer if you are still feeling unwell

If you are ill, please contact us to cancel or reschedule your appointment

  • If it is before 12 hrs of your appointment, we prefer you cancel online through your JaneApp account
  • Email us @ heartandhands.acu@gmail.com (you will get a faster response)
  • Call us @ 250-590-3185, please leave a message if there is no answer

Use the BCCDC COVID-19 Self-Assessment Tool or call the nurses hotline at 8-1-1 if you require further medical advice. For more information, please follow the guidelines from HealthLinkBC.

Please go to the nearest emergency room or call 9-1-1 if you are experiencing shortness of breath, chest pain, confusion or your symptoms are worsening.

The policies listed below adhere to standards of the College of Traditional Chinese Medicine Practitioners and Acupuncturists of BC as well as WorkSafeBC. And we thank you in advance for your patience, these policies are subject to change and will continue to evolve based on public health advisories.


Masking policies

With upcoming changes to mask mandates, we would like to remind everyone that masking is still required within medical facilities. We will continue to wear masks at H&H.

Due to the nature of our community space + that many of our clients are medically vulnerable and/or of varying vaccination statuses, masking is the simplest measure we can take to protect both clients and practitioners. H&H has has 0% COVID transmission since we reopened May 2020, THANK YOU for continuing to keep our community!

The BCCDC is starting to recommend we wear N95/KN95 masks for a higher degree of protection, but we also acknowledge that due to supply chain issues and socio-economic barriers, not everyone in our community can access these. However, as a medical facility, our priority is to ensure our masking policies are solid to protect everyone, both practitioner and client alike.

  • We are reminding everyone that we require AT LEAST 2 layer masks, that fit snugly over your nose and mouth to reduce the spread of aerosols. We also encourage you if possible to double mask.
  • We have pleated medical grade masks available for $2.
    If your mask is not in good condition or too thin, we will sell you one.
  • H&H is a shared community space, please help protect others around you.

Scheduling, booking & payment policies

These are the steps we are taking to ensure we can operate safely, allot enough time for sanitizing and reducing traffic through our space to maintain social distancing. These policies may be subject to change as things evolve.

  • Commencing Nov. 1, 2021, clients who arrive 5+ minutes late will be subject to a $2 late fee
  • We are keeping our front door locked and letting clients in and out of the lobby ONE AT A TIME in order to maintain social distancing.
  • We are appointment-only, please BOOK ONLINE .
    Sessions will be up to 50 minutes to allow for social distancing and maintaining our occupancy limit.
  • Use the ‘NOTES’ section to notify us of the reason for your visit when booking online.
    This will reduce the need for talking and the amount of time we are closer than 2 meters of each other.
  • We have a waitlist in our online booking system. If you cannot find an appointment time, you can access the waitlist on the BOTTOM LEFT when logged into JaneApp.
  • Our practitioner schedule may be subject to change. Similarly to asking our clients staying home if they are feeling ill, we will be implementing the same policy if one of our acupunks is unwell. 
  • Our sliding scale is $30-60 (+$10 paperwork fee for NEW clients), pay what you can afford
  • For individuals who qualify for MSP Supplementary Benefits, we bill directly for $23/session and you will be responsible for paying the remaining $12-32 per session to fall within our $30-60 sliding scale. This out of pocket portion of the treatment fee can be paid with debit, credit, cash & cheque.

Cancellation policies

We are accepting cancellations up to 12 HOURS BEFORE your appointment.
Missed appointments or late cancelations (less than 12 hrs notice) will be subject to a $35 fee.

Exceptions granted to the following unforeseen and/or emergency situations:

  • Illness or accident
  • Personal or family emergencies
  • Childcare conflicts
  • If you have been exposed to COVID-19 and/or awaiting test results

Please provide advanced notice, so there is adequate time for another client to fill your timeslot.
Up to 12 HOURS BEFORE, you may cancel your appointment via:

  • If it is before 12 hrs of your appointment, we prefer you cancel online through your JaneApp account
  • Email us @ heartandhands.acu@gmail.com (you will get a faster response)
  • Call us @ 250-590-3185, please leave a message if there is no answer

Our JaneApp system sends email appointment reminders 36 hours before.
If you do not use or regularly check your email, please put systems in place to remind yourself of the appointment you have booked.

PLEASE NOTE: we always do our due diligence to contact you if you miss an appointment. Failure to follow-up with us will result in your online booking being disabled until your $35 fee is paid.

Please be accountable for the timeslot you have booked, as our scheduling is limited.
Help us help you get the acupuncture you need.


Safety & disinfection

These are the procedures we are using for disinfecting our space and ensuring both practitioners and clients are reducing the risk of viral transmission. These policies may be subject to change as things evolve.

  • Our online booking sends a COVID-19 symptom screening survey, please complete this prior to your visit.
  • Please maintain the adequate 2 meters for social distancing whenever possible while moving through the clinic.
  • There will be hand sanitizer and disinfectant wipes available at the Invisible Receptionist so you can disinfect your hands and wipe down the POS machine + pen after your use.
  • Maintain good hygiene habits including coughing or sneezing into your elbow.
    We will remind you to wash your hands in the bathroom prior to sitting down in your chair.
  • Please bring your own water. We have removed our water dispenser and covered up our retail items in the lobby to reduce surfaces for transmission.
  • We run a HEPA air purifier, HVAC system and ceiling fan to maintain adequate air circulation and sanitization.
  • We will be disinfecting high-touch surfaces regularly throughout the day.

COVID Creature-Comfort Acu-Nap Contingencies

Here are a few suggestions that may help you stay warm and enhance your level of comfort, relaxation AND save us from drowning in laundry:

  • DRESS WARMLY, sweaters, vests, scarves are all ways to keep your core toasty
  • Bring your own CLEAN blankets and/or heating pads, hot water bottles (yes, we have a kettle) from home
  • Toques are an option if you want to skip your head points
  • If you are prone to extra chilly feet, we can modify your point combo so you can leave your socks on
  • Headphones or ear plugs to block noise, as all the extra handwashing and talking to one another through our masks does create more background noise
  • Please do not arrive more than a 5 minutes before your appointment to minimize the time spent waiting outside as the weather starts cooling off and the days gradually get shorter. To maintain social distancing, it is not possible to let people wait in the lobby.

If you have additional suggestions, feel free to send them to us via our contact form 

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