• Goodwill Healing is situated in the west end of London, just north of the intersection of Oxford and Hyde Park at 747 Hyde Park Rd., Suite 111.
• There is plenty of free parking at the front, side, and back of the building, and it is wheelchair accessible from either entrance. Please view the Google Map on our website for a visual of our location or enter our address into your mobile app.

• To schedule an initial consultation and first appointment, it is recommended that you review the information about each of our therapists. If you have any further questions about our practitioners, please feel free to call Sue Goodwill at 519-872-2444, and she will help you through the process.
• Once you have selected a therapist you’d like to work with, click the “Book Now” tab, and you will be guided through a simple process of creating a profile and choosing a date and time that suits your schedule.
• It is highly recommended that you schedule a series of follow-up appointments to find a schedule that works best for you, as it is common to require several sessions to realign your entire body and support your journey towards optimal health and well-being.

• It is good practice to arrive 5 to 10 minutes early for your appointment and to take a seat in our waiting area. If you need to change into different clothing, keys to the public washroom next to our door—which leads to the treatment area.
• Please note: We do not have secretarial staff, so kindly wait patiently for your therapist to meet you in the front room. Slippers are available for you to change into if the outside conditions are wet or salted.
• Your first appointment with any practitioner at Goodwill Healing begins with an initial consultation, which typically takes about the first half hour of your session. During this time, we will review your health history, discuss your main concerns (the reason for treatment), and have an in-depth conversation about our approach to your care.
• A health history review and structural evaluation will be conducted along with any necessary orthopedic or neurological testing. In some cases, the initial appointment may involve only evaluation, with treatment scheduled for a later date.
• If any red flags are identified during your assessment, you may be referred to your primary physician to ensure it is safe to proceed with treatment.

• Since all practitioners at Goodwill Healing are independent therapists who handle their own bookings and billing, we ask that you please contact him/her directly rather than through the email address that sends you appointment reminders.
• Contact information for each practitioner is available on our website under the ‘Our Team‘ tab.
• The most efficient way to communicate is through text messaging, as the therapist can respond between appointments or during breaks like lunch most of the time. Messages sent over the weekend will be returned on Monday.
• If you need to speak with your therapist by phone, please call directly and leave your name, number, the time you called, and the nature of your concern. The therapist will return your call within 24 hours. E-mail is another option, though it might take some time to receive a reply.

• We do not have secretarial staff at Goodwill Healing. Please take a seat in the lobby, and the therapist will attend to you shortly. We kindly ask that you do not knock on the door or call out when you arrive, as there are treatments in progress.

• Yes, the online booking system does send you an email reminder two days before your appointment and a text message two hours prior. Kindly click on the tab to accept these notifications when creating your personal profile.

• Please remember that our office policy is to charge the full fee for missed appointments without at least 24 hours’ Providing us with sufficient notice not only shows respect to your therapist but also allows someone else on the waitlist to receive the care they need. Thank you for your understanding and for helping us serve everyone better!
• If you miss an appointment due to illness, hospitalization, a family emergency, or other extreme circumstances, we completely understand and will do our best to find a more convenient time for you. Remember, with cell phones, text messaging, and email, staying in touch with your therapist is quick and easy.
• We will issue a receipt for your missed appointment; however, please note that we will indicate on the receipt that it is for a missed appointment. This label will likely prevent reimbursement from the insurance company because we did not provide treatment.

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• If you are unwell, such as having a recent cold or virus (within the last 3 days), or if you are experiencing a fever, severe respiratory distress (Bronchitis or Pneumonia), or a GI-related illness, we kindly ask that you reschedule your appointment.
• Passing on the virus or cold to your therapist could lead to them having to cancel their day and potentially missing a week in the office. Additionally, many of our clients have severely compromised immune systems, making a flu infection potentially serious.

• Sorry, we do not process Motor Vehicle Accident (MVA) claims nor engage with the Workplace Safety & Insurance Board (WSIB).

• Please be considerate of others in the lobby by refraining from playing videos, music, or taking speakerphone calls while you wait for your therapist. During your session, kindly set your phone to silent to prevent alarms, tones, and calls from interrupting the therapy.

• Payment can be made before your appointment, while waiting for your therapist, by e-transfer using the therapist’s first name at goodwilhealing.com, or in cash following treatment.
• We do not accept credit or debit cards, nor do we offer direct billing to insurance companies.
• Payment for care is due on the day of your appointment. If the therapist does not receive payment that day, they will likely send a reminder notice. Afterward, we will send a friendly reminder via text message. Once payment is received, they will manually email you a receipt. Since this process is not automatic, it may take a few hours before you receive an email with your receipt attached.

• If you are receiving osteopathic treatment, it is important to wear loose, comfortable clothing. Please avoid tight jeans, leather, skirts, dresses, or any clothing that might be revealing.

• A washroom is located inside the clinic, just down the short corridor leading to the treatment rooms, which is past the main entry. However, to save time, it may be preferable to use the main washrooms in the common hallway. A key to the main public washrooms is available inside the clinic, next to the office doorway.

• During winter weather, when snow, salt, or other challenging conditions are present, or if rain continues, please remove your shoes upon arrival to help keep the clinic tidy.
• We have slippers beside the coat rack if you’d like to wear them for comfort; however, we ask that you do not take them home after your appointment.

• Due to the severe reactions some of our clients and patients may experience, we kindly ask that you follow these guidelines while at the office. Avoid wearing cologne, perfume, or body spray.
• Please do not bring food into the lobby or treatment rooms, as some individuals may have severe reactions and be at risk of anaphylactic shock. Avoid smoking immediately before your appointment, as it can permeate the environment and potentially affect your treatment response.

• There is no age restriction for receiving treatment. The practitioners at Goodwill Healing are well-trained in various methods to best address your needs. Feel free to call us anytime to discuss your case, as we are happy to assist.

• All therapists have a unique approach to treatment because we are trained based on principles rather than fixed protocols or techniques. Consequently, a client at the clinic may prefer one approach over another and might wish to switch to a different practitioner. This is common, and since we work collaboratively at Goodwill Healing with a focus on client care, we simply transfer your file and discuss your case.
• In some cases, clients prefer different approaches to care offered by each therapist and may choose to switch between practitioners periodically. In such circumstances, please give consent for the therapists to discuss your case so they can collaborate effectively to provide the best possible care.
• In some cases, when a therapist feels that you are not recovering from your condition promptly, they might refer you to another practitioner for re-evaluation or to your primary care doctor for further assessment.

• Osteopathy was created by an American frontier physician by the name of Dr. Andrew Taylor Still in the late 1800’s. It is often described as “A scientific knowledge of anatomy and physiology in the hands of intelligence and skill, who can apply this knowledge in the use of one who is sick or wounded by strains, shocks, falls or mechanical derangement or injury of any kind.”
• The early tenets of Osteopathic care are a belief that:
  • The body is a complete unit of function (mind, body and spirit)
  • Anatomy (structure) and physiology (function) are related on all levels.
  • The body is self-healing and self-regulating.
  • Rational treatment is based on the above three points by a competent practitioner who has an in-depth knowledge of the human condition.
• An osteopathic manual practitioner is trained to adjust the body in a gentle, non-invasive way. We do not use HVLA or aggressive techniques, nor do we strictly focus on the spinal organ; instead, we approach the whole body gently to restore balance to the structure (bones, muscles, ligaments, and tendinous attachments). This helps to remove obstructions on nerves, veins, arteries, lymphatics, and cerebrospinal fluid, enabling the body to heal.
• Sometimes this process is quick and can be resolved in a treatment or two, while other times it may take many weeks or months to resolve an issue. The longer the problem has been present, the longer it is likely to take to heal.

• The terms and designations Massage Therapist, RMT or MT are protected titles and are only bestowed on an individual who has completed at least 2200 hours of training, has passed all examinations at their accredited college and has passed the board exams through the College of the Massage Therapists of Ontario (CMTO)