Q - Quality?
Quality is the standard of something as measured against other things of a similar kind; the degree of excellence of something. “an improvement in product quality”.
If we purchase anything and want it to last then we buy the best quality we can afford, measured against others that are similar. If you watch programmes such as Bargain Hunt, Flog It and Antiques Road Trip then you know its quality that sells and makes the most profit. The distinctive attribute or characteristic being either its rarity, condition or its continued usefulness. If it has survived the test of time and is still useful today then it has to be worth investing in it.
Is it any different when looking for ‘therapy’? Do the same principles apply? As a practitioner of 40 years experience I know that I have accumulated a skill set and an ability to apply those skills, that it’s not possible to have gained in a few months. It is possible to gain skills in a short space of time but only using them on a wide variety of individuals and in a variety of situations and circumstances can you gain the ‘quality’ we refer to in other industries, goods and services. The clothes you buy that we refer to as ‘timeless’ are usually from sources that have existed for many years using material that has stood the test of time and more importantly has a price that is not inflated unnecessarily. It is true however that we ‘pay for a name’. Massage & Soft Tissue Skills need to be ‘honed’, adapted and developed to meet an individuals particular need. No-one should pay for a ‘name’ and then not have their needs met or achieve their goals. This is true of individual sessions or training. Set goals or aims and objectives and then ‘measure’ the outcome to asses the quality.
If you buy a jacket you don’t just buy the first one you see. You don’t buy any size, colour or material that doesn’t meet your exact requirements. So why do we not apply the same care to sourcing a therapist, practitioner or masseur? If we want to source a therapist we should research the person, their’ training, insurance, experience and any other criteria that will give us confidence in the quality of their work and the ability to meet our needs. It may be that you ‘try’ a couple of practitioners before you find the right ‘fit’, just as you would when buying that jacket. This is because we need to have empathy and a connection that makes communication easy in order to facilitate our needs being met. Like that jacket it must make you ‘feel good’.
As a therapist/practitioner it is important to develop our skills, communication and breadth of experience in order to meet the needs of our clients. Some fashion chains specialise in a particular garment or accessory and as therapists we often do the same, specialising in a particular group of clients or a particular skill. Whether you see yourself as a generalist or specialist we can never stop looking at the detail of our interventions (skills & methods) if we are to offer quality to our clients. To reflect, review and change our interventions is to add quality to our services. Like that jacket it’s all about the detail.
Part of the ‘quality’ offered by therapists exists not only in the skill set but in the environment, processes and care taken to not only meet client need but to ensure the experience is a positive one. All too often I hear the outdated mantra of “no pain no gain”, or “I took a week to recover after my massage” or “the bruising has subsided now”!
Non of these statements conjure up “quality”. Quality comes from care, consideration and the minimum intervention for the maximum gain. How do we go about insuring our practice and practices strike ‘quality’ in the minds of our clients?
Do you present yourself clearly, ethically and in an informative way?
Do you offer interventions only within your scope of practice and for which you are insured?
Do you keep your skills recent and relevant through CPD?
Do you learn new skills and then use them regularly to ensure competence?
Do you review your record keeping, confidentiality and GDPR compliance on a regular basis?
How do you ensure the health & safety of your clients?
How do you ensure your’ and colleagues health & safety?
What does Covid-19 compliance and safety mean for your practice?
Do you regularly discuss problems with colleagues, friends, family and or associations?
What are you planning in the next 12 months?
If you answer these questions honestly and then reflect on how you can achieve the necessary changes to answer the questions you will be on your way to offering a quality service.