Republic of the Philippines

Department of Education
National Capital Region
DIVISION OF CITY SCHOOLS – MANILA
Manila Education Center, Arroceros Forest Park
Antonio J. Villegas Street, Ermita, Manila

ACCURACY and AMITY to

Ensure Client’s PATRONAGE
and LOYALTY

Quarter 2 Week 5 Module 5

Most Essential Learning Competency:
L.O.1. Provide pre-services to clients.
1.5 Accuracy of Keeping/Updating Clients’ Record
TLE_HEWM9-12WC-IIa-j -2

__________________________
1
____________________________________________
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 HOW TO USE THIS MODULE?

Before starting the module, I want you to set aside other tasks that
will disturb you while enjoying the lessons. Read the simple instructions
below to successfully enjoy the objectives of this kit. Have fun!

1. Follow carefully all the contents and instructions indicated in every

page of this module.
2. Write on your notebook the concepts about the lessons. Writing
enhances learning, that is important to develop and keep in mind.
3. Perform all the provided activities in the module.
4. Let your facilitator/guardian assess your answers using the answer
keycard. Analyze conceptually the posttest and apply what you have
learned.
5. Enjoy studying!

PARTS OF THE MODULE

 Expectations - These are what you will be able to know after

completing the lessons in the module.
 Pre-test - This will measure your prior knowledge and the
concepts to be mastered throughout the lesson.
 Looking Back to your Lesson - This section will measure what
learnings and skills did you understand from the previous
lesson.
 Brief Introduction- This section will give you an overview of the
lesson.
 Activities - This is a set of activities you will perform with a
partner.
 Remember - This section summarizes the concepts and
applications of the lessons.
 Check your Understanding- It will verify how you learned from
the lesson.
 Post-test - This will measure how much you have learned from
the entire module.

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 LESSON 1 – RECORD KEEPING

EXPECTATIONS
In this lesson, you will delve into the essential information included in a
client record, the considerations in maintaining it, and its importance in the
whole process of massage. Specifically, this will guide you to:
 identify the essential information needed in the client record,
 describe the manner on how to maintain and update the client record,
 value the essence of keeping and updating the client record.

Before we start in navigating through the lesson, let’s check your initial
knowledge on record keeping and your ideas on client consulation by
answering the pre-test. Enjoy and have fun! 😊

PRE-TEST
Image taken from
Clker.com

Direction: Analyze the following questions and write the letter of the correct
answer.

______1. These are the information needed to contact the client promptly and will
allow you to seek advice from his/her doctor if necessary.
A. Massage Analysis C. Present Medical History
B. Past Medical History D. Personal Details

______2. These details will help you determine the client’s state of health and any
contra-indications because of past illnesses.
A. Massage Analysis C. Present Medical History
B. Past Medical History D. Personal Details

______3. This information includes the posture, height, and weight as well as the
body’s physical assessment.
A. Examination C. Other Information
B. Massage Analysis D. Personal Details

______4. This includes the reasons for requesting massage, expectations from the
treatment, or any concerns or worries.
A. Examination C. Other Information
B. Massage Analysis D. Skin Condition

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________5. Which among the statements is NOT true about keeping and updating a
good client record?
A. A well-kept record supports the therapist in giving a high-standard care
to their clients.
B. A well-maintained record will be used in case there will be an allegation
from the client.
C. A client record must be updated each time the client avails your massage
service.
D. Keeping a client record is not part of massage therapist’s duties and
responsibilities.

________6. It is done before the massage to gather and exchange information with
the client.
A. Client Assistance C. Client Documentation
B. Client Consultation D. Client Preparation

________7. The following are the reasons why client consultation is done except
_________________________.
A. To gain information the medical history of the client
B. To identify any contra-indications
C. To identify the client’s needs and expectations of the treatment
D. To ask whether the client can promote the therapist’s service or not

________8. The client must be seated comfortably during the consultation and the
__________________ must position alongside or opposite.
A. doctor C. specialist
B. nurse D. therapist

________9. Client consultation is an important component of the massage

process because it is the moment of establishing a ____________
with the client.
A. connection C. solidarity
B. commonality D. rapport
________10. Which among the given statements is NOT true about client
consultation?
A. Sufficient time must be allowed so that it is not rushed.
B. The information must be recorded accurately.
C. It could be done anywhere you like.
D. The client must be seated comfortably during the consultation.
------------***---------------

Good Job! You finished answering the Pre-test. You can compare your
answers to the given Answer Key at the end of this module. Keep going and
enjoy learning!

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 LOOKING BACK
Image taken from
Clker.com
“LET’S THINK ABOUT IT?”
Direction: Answer the given guide questions based on your personal experience.

1. In your own understanding, what is record keeping?

________________________________________________________________________
________________________________________________________________________
2. As a student, have you experienced keeping all the results of your
quizzes, periodic tests, performance tasks and compiled it to produce a
portfolio? Why do you think it is important?
__________________________________________________________________
__________________________________________________________________

BRIEF INTRODUCTION

One of the duties of a massage therapist is to maintain and update the

essential information of the client. A client service record is used to “track
information about each client, schedule appointments, and keep payments” Wolfe
(2017).

According to Salon Gold (2018), record keeping is a basic part of our daily
practice. Good records contain pertinent aspects of client’s lives and the treatments
the therapist provides.

Based on the DepEd Learning Material in Wellness Massage, a good record

must be concise, accurate and have the following essential information. These
include:

1. Personal Details – these are the information needed to contact the client
promptly and will allow you to seek advice from his/her doctor if necessary.
Examples are: Name, Address, Birthdate, Home and Work Contact numbers,
occupation, client’s doctor’s name & contact number.

2. Past Medical History - these details will help you determine the client’s state
of health; any contra-indications because of past illnesses; whether particular
care must be taken, or medical referral is necessary. Examples are: surgical
operations, pregnancies, serious illness

3. Present Medical History – these aspects will reveal whether massage will be
helpful to the client and will affect the type of massage to be given, e.g. if the
client is stressed then a relaxing massage will be the choice.

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 If there is pain and stiffness, then the massage will be modified to meet the
needs. Examples are general health condition, medication and current
treatments

4. Massage Analysis – the details will again highlight contra-indications

whether the massage will proceed or referral to medical doctor is needed. Also,
this includes the number of sessions, the previous massage experience of the
client, the benefits he/she received from the previous massage, client’s
preferences, and the reason for requesting massage.

5. Examination – this information includes the posture, height, and weight as

well as the body’s physical assessment (blood pressure, body temperature,
heart rate) will be recorded.

6. Skin condition – these details will enable you to choose the appropriate
massage and medium to be used for the client. If the client has a dry, flaky
skin, you will require a suitably lubricating medium. It also indicates the
depth and adaptations necessary to suit to the client. If hard fat it can take
more pressure than soft fat. Examples are skin type (smooth; dry/flaky),
loose/stretched, areas of hard/fat cellulite, bony protuberances-lumps or
bumps, fluid retention, etc.

7. Other Information – this will help you formulate the best treatment plan to
meet the needs of the client. The plan should be fully explained and the long-
term objective, the cost and the timing must be agreed, and a consent form
must be signed by the client. Examples are reasons for requesting massage,
expectations from the treatment, any concerns or worries.

The Salon Gold (2018) points out some specific key reasons why record
keeping is fundamental.

 A well-kept record supports the therapist in delivering a high-standard

care to their clients.
 A well-maintained and updated records will be used as a defense if
there is an unexpected allegation of negligence or injury from the client.

Furthermore, in maintaining and keeping a good client record, the following

should be considered:

1. The client record must be accurate and factual.

2. Avoid using abbreviations, jargon, or offensive comments.
3. Update the client information every time they visit the massage salon and
let them affix their signatures on the changes/updates that you note.
4. Make sure to give your client an advice and information about their
ongoing therapy and care.
5. Keep the client records confidential and secured.

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 Indeed, maintaining a precise and updated client record is a vital part of great
professional practice and is essential for giving valuable care to our client.

For additional Information, you can visit the link/s below:

 Importance of Keeping Good Treatment Records
https://www.salongold.co.uk/holistic-complementary-insurance/holistic-
therapist-insurance/therapist-insurance-client-records

 How to Make a Client Service Record for a Beauty Salon

https://bizfluent.com/how-8484957-make-service-record-beauty-salon.html

After you have gained more knowledge on the essential information

needed to include in a client service record, and the importance of having
a well-kept and updated client record, let us now enhance your
understanding by accomplishing the next activity.

ACTIVITY

“LET’S ORGANIZE!”
Direction: Supply the needed details and important pointers on record keeping by
completing the given organizer.
ESSENTIAL INFORMATION
1.___________________________2._
__________________________
A GOOD CLIENT 3.___________________________
RECORD 4.___________________________
5.___________________________
6.___________________________
7.___________________________

IMPORTANCE
1_8.____________________________
________________________________
_______9._______________________ POINTERS IN
________________________________ MAINTAINING RECORDS
________________ 10.________________________
considers
11.________________________
12.________________________
13.________________________
14.________________________
_

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 REMEMBER

Understanding the essential information needed in the client’s

record, its significance in the whole process of wellness massage as
well as the manner on how to maintain and update it will enable one
to provide a better massage service with the clients.
Hence, a client record must be concise, accurate and treated
with utmost confidentiality to gain the trust and patronage of the
client.

CHECKING YOUR UNDERSTANDING

“JAR ME QUICK”
Direction: Write in the jar the correct concept/description of the given essential
information needed in record keeping. Choose your answer from the given data bank.

Personal Details Past Medical History Present Medical

_______________ _______________ History
_______________
_______________ _______________ _______________
_______________ _______________ _______________
_______________ _______________ _______________
_____ _____

DATA BANK

* Birth date
Examination Skin Condition
* Medication
_______________ _______________
* Surgical
Operations _______________ _______________
_______________ _______________
* Height _______________ _______________
* Bony _____
protuberances

Compare your answers to the given Answer Key at the end of this module.
Did you get it all correctly? Great! You are now ready to proceed to the next
lesson. Have fun! 😊

8
 LESSON 2 – PRELIMINARY SERVICE PROCEDURES

EXPECTATIONS
In this lesson, you will discover the value of client consultation as one
of the preliminary service procedures done in giving a massage. Specifically,
this will guide you to:
 state the process of client consultation,
 conduct the client consultation with ease and accuracy,
 recognize the significance of client consultation in giving a massage.

LOOKING BACK

“SOLVING ANAGRAM”

Direction: Arrange the anagram to decipher the hidden words. Clues are given to
help you solve the puzzle. Write your answer in the box.

NICE TOOL CAN’T INSULT KITTEN CAN FORM LEI

CLUE NO. 1: Two words CLUE NO. 1: Three words

CLUE NO. 2: Both words start CLUE NO. 2: The first word
with the Letter C starts with the Letter C
CLUE NO. 3: It is done by the CLUE NO. 3: It is used in
therapist with their client gathering information before the
before giving the massage massage session

BRIEF INTRODUCTION

Before giving a massage, it is significant to do a preliminary service procedure

to ensure a more fulfilling and amazing massage experience for the clients.

One of the initial procedures a therapist must perform is by doing a client

consultation. Client consultation is an important component of the massage process
because it is the moment of establishing a rapport with the client including the
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gathering and exchanging of information using a client intake form. In addition, the
therapist verifies the preferences of the client, the medical history, the contra-
indications along with the manner on how the therapist will execute the massage
(WikiEducator, 2009).

Based on the DepEd Learning Material in Wellness Massage, the subsequent

considerations must be done in performing the client consultation such as:

 sufficient time must be allowed so that it is not rushed.

 the information must be recorded accurately, and the file must be well-kept
and secured.
 the effects and outcomes of the previous treatments must be determined so
that further action can be taken.
 the client must be seated comfortably during the consultation and the
therapist must position alongside or opposite.
 the environment should feel warm and private.

Furthermore, detailed consultation is important for the following reasons:

1. To introduce yourself and get to know the client.

2. To establish a rapport with the client and put her/him at ease.

3. To develop mutual trust and gain the client ‘s confidence.

4. To gain information on the client past and present state of mental and
physical health.

5. To identify any contra-indications.

6. To gain insight into the client lifestyle, responsibilities, work

environment, leisure activities, etc.

7. To identify the client needs and expectations of the treatment

8. To establish the most appropriate form of treatment and to discuss and

agree this with the client.

9. To explain the treatment fully to the client, including the procedure,

expected effects, timing and frequency.

10. To agree a treatment plan, the timing and cost with the client so that she
fully understands the financial commitment and obtain a signed consent
form.
11. To answer queries and questions related to the treatment and to relieve
doubts and fears.

(Source: DepEd Learning Material in Wellness Massage pp. 97-98)

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 For additional information, you can visit the link/s below:

Client consultation:
https://www.youtube.com/watch?v=c5_VbkzTmyI

Client Intake form:

https://cdn.vortala.com/childsites/uploads/281/files/Back-On-Track-
Massage-Intake.pdf

After you have learned the basic knowledge of client consultation and
its essence in Wellness Massage, let us now intensify your understanding by
doing the next activity.

ACTIVITY

“CLIENT CONSULTATION”

Direction: Perform the client consultation at home.

Mechanics of the task:

1. Choose one among your family members to be the client in the consultation
process.
2. Using the client intake form available on the given link above, conduct a client
consultation. Make sure to fill out the essential details needed to complete the
form.
3. Make a documentation while doing the task. It could be a short video (1minute
video) or a picture while doing the task.
4. Submit the output (client intake form) and the documentation (short video or
picture with the client while doing the activity) on the given deadline.
5. Please be guided by the given scoring rubric. Enjoy!

Scoring Rubric in assessing learners’ output

PERFORMANCE TASK: CLIENT CONSULTATION

Dimension Highly Skilled Moderately Unskilled No Attempt
Skilled Skilled

5 4 3 2 1
Complete Clear Clear Clear Clear
1. Content and very presentation presentation presentation presentation
clear but one-two but three- but five to but seven
20% presentation items is/are four items six items are and more
of the client missing in are missing missing in items are
consultation given client in given the given missing in
intake form intake form client intake client intake the given
form form
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 client intake
form

Systematic Systematic Systematic Never follows No attempt

2. application application application systematic to apply
Application of of of application procedures
of procedures procedures procedures of to the task
procedure all the time most of the some of the procedures
without time with time with and highly
40% supervision minimum constant development
supervision supervision on
supervision
Highly self- Self- Self- Needs to be No
3. Safety / motivated motivated motivated motivated motivation
Work and and observes and observes and does not and totally
Habits observes all most safety sometimes observe disregards
safety precautions some safety precaution
30% precautions most of the safety precaution
at all times time precautions
Work Work Work Work No concept
4. Speed / finished and finished and finished finished way of time
Time submitted meets close to beyond
ahead of deadline deadline deadline
10% time
Rating Scale
Weighted Score: = Score x Item (weight)
Score Percentage = Total weighted score x 30 + 70
Perfect score (5)

REMEMBER

Recognizing the essence of client consultation as well as the proper

approach on how to conduct it with the client before giving a massage will
enable one to give an optimum care and suitable massage treatment needed
by the client.

CHECKING YOUR UNDERSTANDING

“STAND FOR THE TRUTH”

Direction: Write TRUE if the statement on client consultation is correct, otherwise,
change the underlined word to make the statement right.

_____________1. Client consultation is done to establish the most appropriate form

of treatment and to discuss and agree this with the client.

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_____________2. Client consultation is important to explain the treatment fully to
the client, including the procedure, expected effects, etc.

_____________3. In gathering information from the client, the therapist uses a client
preparation form.

_____________4. The effects and outcomes of the previous treatments must be

determined so that further action can be taken.

_____________5. The client consultation should be done in a very short period of

time to give more time in performing the massage.

How did you find this activity? Is it hard or easy? Compare your
answers to the given Answer Key at the end of this module. If you got it all
correctly, Congratulations! Very Good. But if you got a score below 3, go back
again to the lesson and study harder. I know you can do it! 😊

POST-TEST
Image taken from
Clker.com

Direction: Analyze the following statements and write the letter of the correct
answer.

________1. It is done before the massage to gather and exchange information with
the client.
A. Client Assistance C. Client Documentation
B. Client Consultation D. Client Preparation

________2. This includes the number of sessions, the previous massage experience
of the client and the benefits he/she received from the previous
massage.
A. Massage Analysis C. Present Medical History
B. Past Medical History D. Personal Detail

________3. These details will enable you to choose the appropriate massage and
medium to be used for the client.
A. Examination C. Other Information
B. Massage Analysis D. Skin Condition

______4. This includes the reasons for requesting massage, expectations from the
treatment, or any concerns or worries.
A. Examination C. Other Information
B. Massage Analysis D. Skin Condition

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_______5. The following statements are TRUE about the things to consider in
keeping and updating clients record except ______________.
A. accurate and factual C. include abbreviations & jargons
B. confidential and secured D. updated and well-maintained

________6. It is a form used in doing the consultation with the client.

A. Client Examination Form C. Client Documentation Form
B. Client Evaluation Form D. Client Intake Form
________7. The following are the details needed to ask during client consultation
except _______________.
A. Contra-indication C. Medical History
B. Educational Background D. Personal Details

________8. The information must be recorded ___________, and the file must be well-
kept and secured.
A. accurately C. elegantly
B. aggressively D. neatly

________9. In conducting a client consultation, the environment should feel

__________________.
A. elegant and loud C. warm and public
B. elegant and gloomy D. warm and private

________10. Client consultation is done ____________ the massage session.

A. after C. during
B. before D. none of these.

------*--*-------

Compare your answers to the given Answer Key at the end of this
module. Do you have any difficulty? If yes, go back to the lesson but if your
answer is NO, Congratulations! You have completed Module 5!

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 REFERENCES

Brown, F. Creating Amazing Client Experiences through Effective Massage

Consultations.OakworksInc.Retrieved file from
https://www.youtube.com/watch?v=c5_VbkzTmyI

Clkr.com. Owl Flying Clipart. Retrieved file from http://www.clker.com/clipart-

owl-flying.html

Cdn.Vortala.com.Client Intake form. Retrieved file from:

https://cdn.vortala.com/childsites/uploads/281/files/Back-On-Track-
Massage-Intake.pdf
WebstockReview. Owl Clipart reading. Retrieved file from
https://webstockreview.net/explore/owl-clipart-reading/?no1

Salon Gold (2018, March 26). Importance of Keeping Good Treatment Records.
Retrieved file from https://www.salongold.co.uk/holistic-complementary-insurance/holistic-
therapist-insurance/therapist-insurance-client-records

WikiEducator.org.(2009, February 28). Client Consultation. Creative Commons

Attribution. Retrieved file from
https://wikieducator.org/Subjective_assessment_methods_for_massage_therap
y/Client_Consultation

Wolf, I. (2017, September 26). How to Make a Client Service Record for a Beauty
Salon. Retrieved file from https://bizfluent.com/how-8484957-make-service-
record-beauty-salon.html

Acknowledgements

Writer/s: Lizel B. Ballesteros, Teacher I Lakandula High School

Editor/s: Carmi C. Santos Head Teacher III
Reviewers: Carmi C. Santos Head Teacher III, Norminda L. Soto
Head Teacher VI, Carmelina DM. Tan, PSDS
Management Team: Maria Magdalena M. Lim-Schools Division
Superintendent-Manila, Aida H. Rondilla-Chief Education
Supervisor Lucky S. Carpio-EPS and Lady Hannah C Gillo,
Librarian II-LRMS

15
 ANSWER KEYS
PRE-TEST (LESSON 1 AND 2)

1. D 5. D 9. D
2. B 6. B 10. C
3. A 7. D
4. C 8. D

LESSON 1: RECORD KEEPING

ACTIVITY: LET’S ORGANIZE

(items per box can be answered in any order)
1. Personal Details 4. Massage Analysis 8. support the
2. Present Med. History 5. Examination therapist in delivering
3. Past Med. History 6. Skin Condition a high standard care to
7. Other Info. clients

9. can be used as 11. no abbreviations 13. give client advice

defense towards and jargons about their ongoing
possible allegations 12. updated therapy
10. accurate & factual 14. confidential and
secure

Note: add 1 to make it 15 points

CHECKING YOUR UNDERSTANDING: JAR ME QUICK

Personal Details Examination
- birthdate - Height
Present Med. History Skin Condition
-medications - bony protuberance
Past Med. History
-surgical operations

LESSON 2: PRELIMINARY SERVICE PROCEDURE

LOOKING BACK:
1. CLIENT CONSULTATION 2. CLIENT INTAKE FORM

CHECKING YOUR UNDERSTANDING: STAND FOR THE TRUTH

1. TRUE 4. TRUE
2. TRUE 5. Enough/Sufficient
3. Intake
POST TEST (LESSON 1 AND 2)
1. B 5. C 9. D
2. A 6. D 10. B
3. D 7. B
4. C 8. A
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