The Health Questionnaire Standard
Five steps for the health form, from handing it over to filing it. The answers that should change a treatment are often the ones left blank.
- Who
- Spa receptionists and therapists
- When
- Before every treatment, for first-time and returning guests
- You need
- Current health form, pen, contraindications list, spa manager on call
- Measured by
- Form read by the therapist before the room
- Every blank answer asked about aloud
- Form signed and dated at every visit
5 steps
01
Hand it early
Give the form at check-in, seated, at least 10 minutes before the treatment; for in-house guests, send it with the confirmation. Offer it in the guest’s language wherever the spa has a translation.
Say this
“This is a short health form. It helps your therapist choose the right products and pressure for you.”
Common mistake Handing it over at the treatment time. The guest rushes, ticks no all the way down and signs without reading.
02
Read every line
The therapist reads the whole form before the guest enters the room, not during the treatment. Circle every yes, every blank and anything written in the margin, to ask about before starting.
Say this
“Medication left blank, margin note ‘knee’. Ask both before starting. Amira, 10:52.”
Common mistake Reading only the ticks. A blank is treated as a no, and it is often a guest who simply wasn’t sure.
03
Ask in private
Ask about each circled answer in the treatment room with the door closed, never at the desk. Use plain words: blood pressure, pregnancy, surgery, skin, medication. Write each answer in the guest’s words.
Say this
“You ticked high blood pressure. Is it under control at the moment, and has your doctor said anything about massage?”
Common mistake Asking at reception. A guest asked about pregnancy in front of a queue gives the answer the queue expects.
04
Adapt or stop
If an answer is on the contraindications list, adapt the treatment (pressure, products, position, heat) or call the spa manager. If in doubt, do not start; offer a treatment the guest can safely have.
Say this
“After your operation, I’d rather not use deep pressure today. A lighter massage will still be very relaxing. Shall we?”
Common mistake Going ahead because the guest insists. If something happens on the couch, “she said it was fine” protects nobody.
05
Sign and file
Guest and therapist sign and date the form at every visit, a regular’s included, with any change to the treatment noted. File it in the locked cabinet or the spa system; never leave forms on the desk.
Say this
“12 Oct. Blood pressure controlled. Light pressure only, no heat. Signed: guest and therapist Amira.”
Common mistake Reusing last month’s form for a regular. Since then she has had a knee operation, and nobody asked.
When the Answer Is Yes
The follow-up question and the usual adjustment for common answers. Your spa’s medical adviser and product house set the final rules for your own menu.
Brief one row a day to therapists and receptionists. Each Friday the spa manager pulls three signed forms and checks that every yes has a follow-up answer written beside it. Update the card when the menu changes.
The Standards Library.
No. 103 · Spa & Wellness
The Running Late Standard
Five steps for a guest who is late for a treatment. Telling them about the shorter time before they undress costs far less than telling them on the couch.
No. 104 · Spa & Wellness
The Relaxation Room Standard
Five steps for keeping the relaxation room calm, stocked and private. It holds guests before and after their treatments, so one noise disturbs both at once.