Clinic Rules & Policies

1. Appointments & Scheduling

• Appointments Required: All sessions must be scheduled in advance.
• Walk-ins are not permitted.
• Cancellation Policy: We require at least 24 hours’ notice for cancellations or rescheduling. Late cancellations or no-shows may result in a full session charge.
• Session Expiry: Prepaid sessions must be used within one year of purchase, unless otherwise specified.
• Timeliness: Please arrive on time for your session. Arriving more than 15 minutes late may result in a shortened session or cancellation.

2. Conduct & Professionalism

• Respect for Staff & Clients: All clients and visitors must treat staff, therapists, and other patients with respect. Harassment, aggressive behavior, or inappropriate language will not be tolerated and may result in termination of services.
• Hygiene & Cleanliness: Clients must maintain good personal hygiene and wear appropriate attire for their session.
• Facility Cleanliness: Please wipe down equipment and treatment areas after use.
• No Loitering: To maintain privacy and professionalism, clients must leave the clinic promptly after their session.
  
  

3. Safety & Liability

• Waivers Required: All clients must sign a liability waiver before their first session. No exceptions.
• Medical Clearance: Clients with pre-existing conditions or recent surgeries may be required to provide a medical clearance note from their physician before starting treatment.
• Proper Equipment Use: Clients must follow therapist instructions when using any rehabilitation equipment. Improper use may result in injury or damage.
• No Unauthorized Treatments: Only Penultimate Step Rehab therapists are permitted to provide services within the clinic.

4. Privacy & Security

• Confidentiality: We are committed to protecting your privacy in accordance with HIPAA regulations. Personal health information will never be shared without your written consent, except as required by law.
• Surveillance & Security: For safety, the facility may be monitored by security cameras. Footage is used for security purposes only.
• Personal Belongings: We are not responsible for lost, stolen, or damaged personal items. Please secure valuables before your session.

5. Payment & Insurance

• Payment Due at Time of Service: All session fees, co-pays, or deductibles must be paid at the time of your appointment.
• Insurance Coverage: We accept a variety of insurance plans. Clients are responsible for verifying coverage and obtaining referrals if required.
• Late Payments: Unpaid balances must be resolved within 30 days. Failure to do so may result in service suspension or additional fees.

6. Zero-Tolerance Policies

• Inappropriate Behavior: Any form of harassment, discrimination, violence, or inappropriate physical contact will result in immediate termination of services and potential legal action.
• Substance Use: The use of alcohol, drugs, or tobacco (including vaping) is strictly prohibited on clinic premises.
• Fraudulent Claims: Falsifying medical conditions or attempting to misuse insurance benefits will result in immediate termination of services and may be reported to authorities.

7. Emergencies & Medical Incidents

• Medical Emergencies: If a client experiences a medical emergency on-site, 911 will be called immediately.
• Injury During Treatment: Any injuries sustained during treatment must be reported to staff immediately for proper documentation and medical follow-up.

8. Feedback & Complaints

• We Value Your Feedback: If you have concerns or suggestions, please discuss them with your therapist or clinic management.
• Formal Complaints: Any formal complaints must be submitted via email to info@penultimatesteprehab.com and should include:
  • Your name and contact information.
  • A description of the issue.
  • Date, time, and details of the incident.

9. Contact Us

For any questions or clarifications regarding these rules, please contact us:

• Business Name: Penultimate Step Rehab
• Address: 23918 233rd Way SE, Maple Valley, WA 98038
• Email: info@penultimatesteprehab.com
• Phone: 253-409-8004
• Website: penultimatesteprehab.com

By adhering to these policies, we can ensure a safe, respectful, and professional environment for all. Thank you for your cooperation!