Flow Physio + Wellness Clinic Policies

Flow Physio + Wellness is committed to a safe, welcoming, and inclusive space for every patient, client, visitor, and team member. These policies apply to everyone at 15 King Street West and 15B King Street West, Bowmanville, and at Flow classes and community events.

1. Respectful environment

Flow has zero tolerance for behaviour that threatens the safety, dignity, or wellbeing of anyone in our clinic. This includes:

  • Violence and aggression: physical violence, threats, intimidation, yelling, throwing objects, or damaging property

  • Harassment and bullying: verbal abuse, insults, or repeated unwelcome comments or conduct, in person, by phone, email, text, or online

  • Discrimination and hate: racism, homophobia, transphobia, sexism, ableism, or any conduct or language that targets someone based on race, ethnicity, religion, sex, sexual orientation, gender identity or expression, age, disability, or any other ground protected by the Ontario Human Rights Code

  • Sexual behaviour: sexual comments, jokes, gestures, advances, exposure, touching, or any sexual conduct toward staff, practitioners, patients, or visitors

What happens if this policy is not followed. Depending on the situation, we may ask the person to stop, end the appointment or class immediately, ask them to leave the premises, or discontinue care and refer them to another provider. Fees may still apply for appointments ended early. Where anyone's safety is at risk, we will contact the Durham Regional Police Service.

Our commitment to you. All Flow practitioners follow strict professional boundaries and the sexual abuse prevention standards of their regulatory colleges. Sensitive care, including pelvic health and treatment of the chest, breast, or gluteal areas, is only provided with your informed consent, which you may withdraw at any time. You are welcome to request a chaperone, bring a support person, or stop any treatment. If you ever feel uncomfortable or unsafe, please tell us right away.

2. Health and safety in the clinic

  • Illness: If you have a fever, vomiting, or symptoms of a contagious illness, please let us know before your visit. We may move your appointment to a virtual session or reschedule it without a late cancellation fee.

  • Infection prevention: Treatment tables, equipment, and high-touch surfaces are cleaned between clients, and linens are changed for every treatment. Hand sanitizer is available throughout the clinic.

  • Health screening: Please share any changes to your health, medications, or pregnancy status with your practitioner before each session or class.

  • Exercise safety: Follow your practitioner's or instructor's directions, use equipment only as shown, and stop and tell us if you feel pain, dizziness, shortness of breath, or chest discomfort.

  • Children: Children are welcome at appointments and must be supervised by their parent or guardian at all times, including in the gym and studio spaces.

  • Scent awareness: To support clients with allergies, asthma, and sensitivities, we ask that you avoid strong perfumes and scented products. Aromatherapy during massage is used only with your consent.

  • Substances: Please do not attend appointments or classes under the influence of alcohol or non-prescribed drugs. Smoking and vaping are not permitted on the premises.

  • Personal belongings: Flow is not responsible for lost or stolen items. Please keep valuables with you.

3. Emergencies and clinic closures

Medical emergencies. Many of our team members are trained in first aid and CPR (First Aid materials on site). If a medical emergency occurs during your visit, staff will provide first aid and call 911. Flow is not an emergency facility. For any emergency outside your appointment, call 911 or go to the nearest emergency department.

Fire and emergency evacuation. Emergency exits are clearly marked on each floor, and evacuation routes are posted throughout the clinic. If the fire alarm sounds or staff ask you to leave:

  1. Stop treatment or exercise and follow staff directions calmly.

  2. Leave by the nearest safe exit. Do not use elevators or go back for belongings.

  3. Meet at our assembly point: sidewalk in front of 15 King Street West

  4. Stay at the assembly point until staff confirm everyone is accounted for or emergency services say it is safe to return.

Staff will assist anyone who needs help evacuating. If you may need extra help in an emergency, please let us know so we can plan ahead.

Severe weather and natural disasters. During severe weather, such as snowstorms, freezing rain, extreme heat, tornado warnings, or flooding, Flow may close or move appointments to virtual sessions. We will contact affected clients by email or text and post updates on Instagram and send out an email to our email subscribers. There is no cancellation fee for weather-related closures, and we encourage you to stay home if travel is unsafe. If a tornado or severe storm warning occurs during your visit, staff will direct everyone to a sheltered interior area away from windows.

Power and lighting outages. Emergency lighting will guide you to exits if the power goes out. If an outage affects safe treatment, such as lighting, heating, cooling, or equipment, sessions may be paused, moved to another space, or rescheduled at no charge.

Water service interruptions. If the building loses water service, or a boil-water advisory is issued for our area, we will follow public health guidance. Appointments may continue with hand sanitizer and bottled water, or be rescheduled if hygiene standards cannot be maintained.

4. Accessibility

Flow is committed to providing services in a way that respects the dignity and independence of people with disabilities, in line with the Accessibility for Ontarians with Disabilities Act, 2005 (AODA).

  • Physical access: Flow Physio + Wellness has a double door system to enter and has main-floor and lower level treatment rooms. If stairs are a barrier, please let us know when booking and we will schedule you in an accessible room. We do not have parking so patients may be required to park on street and walk to the clinic from their car.

  • Treatment comfort: We offer adjustable-height tables, bolsters, and positioning supports, and can adapt treatment and exercise to your needs.

  • Service animals: Service animals are welcome in all areas of the clinic open to the public, unless excluded by law.

  • Support persons: You are welcome to bring a support person to any appointment or class at no additional charge.

  • Communication: We will communicate in a way that works for you, including in writing, by email, or with longer appointment times. Documents are available in alternate formats on request.

  • Assistive devices: You are welcome to use your own mobility aids and assistive devices throughout the clinic.

  • Virtual care: Many services can be offered virtually if travel to the clinic is difficult.

  • Service disruptions: If an accessible feature is temporarily unavailable, we will post a notice at the clinic through our newsletter and social media, with the reason, expected duration, and alternatives.

5. Feedback and concerns

We welcome your feedback about our services, accessibility, or any experience at Flow. You can share it in person, by phone, by email, or in writing. We will acknowledge your feedback within two business days and respond within 7-10 business days.

If you have a concern about a practitioner's care or conduct that we have not resolved, you also have the right to contact their regulatory college: the College of Physiotherapists of Ontario, the College of Chiropractors of Ontario, the College of Massage Therapists of Ontario, the College of Kinesiologists of Ontario, or the College of Dietitians of Ontario.

6. Contact us

Flow Physio + Wellness 15 King Street West, Bowmanville, Ontario, Canada L1C 1R2 Phone: 905-999-5153 Email: info@flow-wellness.ca

Phone and email inquiries are answered Monday to Friday, 9:00 a.m. to 4:00 p.m. In an emergency, call 911.