MASSAGE THERAPY INTAKE INTERVIEW
The intake Interview is one of the most important parts of the massage session.
The Interview is how you gather information on what the client expects from their
session as well as what they need. It will help you create a plan of action in applying
what you know about massage and help you to perform an effective massage. It is the
beginning of educating your clients about massage and how it can help them. It also
sets the stage for building trust and for starting the therapeutic relationship with a client.
Listening carefully and taking accurate notes makes for a well-informed massage
therapist. When you pay attention to their wants and then deliver, it's superior customer
service.
Rather than comparing what you hear to what you already believe –search for
new wisdom, a new insight, or a new way of doing something.
Some of this information gathered during the interview is to rule out
contraindications and create a plan, but it is also about creating a connection with the
client. They want to know that you understand what’s going on with them and will be
able to help them. They want to feel heard. They want to feel understood more than
anything.
New Patient Intake

Great people as they arrive – shake their hand, look them in the eye. Make
them feel comfortable. After all they are coming into a strange office to
take their clothes off and have someone they don’t know – touch them.

What brings you in for a massage today?

How long have you felt this way?

Have you had this before?

When was the last time you had a massage?

Do you know what causes the pain/condition?

Do you do anything that makes it feel better?

Does it stop or hinder you from any of your daily activities?

Have you used massage before for this condition and did it work?

Don’t use technical terms or names of muscles as you talk. Most do not
know what you are talking about.

Ask them what they do for a living and what hobbies or activities they
pursue. That can often give you clues about what is needed. A chef will be
using different muscles than someone sitting at a computer all day.
At the end of the interview, you want to know why people are there and be able to
create a plan of working on the areas that are needed in order to get results. There is
nothing worse than going to a massage therapist and telling them your left leg hurts and
then they never touch it.
Often people say they do not have pain and don’t know the real underlying reason for
seeking massage, but their main goal is always to get out of pain, have less stress or
just to relax.
To help target the patients’ areas ask questions like:

What is your activity level?

What are the types of activities you engage in during the week?
The answers can lead to tension patterns produced by a client's activities. This
conversation can give you lots of useful information. . Know how to find these tension
patterns and ease them.
Example: Chronic telephone use: which ear? Chronic neck and shoulder
tension on that side. Massage with focus on the neck, attachments at the
occiput, shoulders and lateral pecs
If a client states that they just want a relaxation massage, they have tense and
tight muscles in one or more areas. Asking them “Where do you feel tension during the
day” will direct you to a location. Ask the same pain questions just replace pain with
tension.
Continue Interviewing While Patient On The Table.
The intake does not stop when you start performing massage. Learn to
communicate just what it is that you’re doing and why. Explain how it will help them.
Explain what happens when different massage is applied to the body in different ways
and explain what is best for their condition. However, do not over do it.
Communication about Pressure
One of the most common reasons patients do not come back for massage is that
there was too much pressure or not enough pressure. This is part of the conversation
that can start in the interview process, but it continues into the session. Again,
communication is the key.
Stop asking – Is the pressure, OK? Be more specific and ask: Is this pressure
deep enough or is it too much pressure? Would you like more or less pressure?
People don’t know that they can speak up about this.
Don’t forget to check in with the patient at the end of the massage. Ask how they
are feeling. Educate them on things they can do at home to help relieve their pain.
They are looking to you as there provider to know whats best for them.