Terms of Service

Our Services

We provide a range of home care services, including but not limited to:

The specific services to be provided will be detailed in your individual Care Plan, which will be agreed upon following an initial assessment.

Assessment and Care Planning

Before commencing services, we will conduct a comprehensive assessment of your care needs. This assessment will form the basis of a personalised Care Plan, which will detail:

• The care and support to be provided
• The frequency and duration of visits
• Any specific requirements or preferences
• Risk assessments and management strategies

Care Plans are reviewed regularly and updated as your needs change. You, your family, or your representative may request a review at any time.

Our Responsibilities

We are committed to providing high-quality care services and will:

• Treat you with dignity, respect, and compassion at all times
• Provide care in accordance with your agreed Care Plan
• Employ suitably trained, qualified, and vetted care staff
• Maintain appropriate insurance coverage
• Comply with all relevant legislation and regulatory requirements
• Maintain confidentiality in accordance with our Privacy Policy
• Respond promptly to any concerns or complaints
• Provide regular communication regarding your care

Your Responsibilities

To enable us to provide effective care, we ask that you:

• Provide accurate and complete information about your health and care needs
• Inform us promptly of any changes to your condition or circumstances
• Treat our care staff with respect and courtesy
• Provide a safe environment for our staff to work in
• Give reasonable notice if you need to cancel or rearrange visits
• Pay for services in accordance with the agreed payment terms
• Inform us of any concerns as soon as they arise

Fees and Payment

Our fees will be discussed and agreed upon before services commence. You will receive a written quotation detailing:

• Hourly or visit rates
• Any additional charges that may apply
• Payment terms and methods

Invoices are issued regularly, and payment is due within the timeframe specified on the invoice. We reserve the right to charge interest on overdue payments in accordance with statutory provisions.

We will provide reasonable notice of any changes to our fees.

Cancellations and Changes

If you need to cancel or rearrange a scheduled visit, please notify us as soon as possible. We request a minimum of 24 hours' notice for cancellations.

We will make every effort to accommodate changes to your care schedule, subject to staff availability.

Termination of Services

Either party may terminate the care agreement by providing written notice. The notice period will be specified in your individual service agreement, typically a minimum of two weeks.

We may terminate services immediately if:

• There is a serious risk to the safety of our staff
• You or others in the household behave in an abusive or threatening manner
• Payment is significantly overdue despite reasonable attempts to resolve the matter
• Continuing to provide care would be unsafe or inappropriate

In all cases, we will endeavour to provide support in arranging alternative care where possible.

Complaints Procedure

We are committed to providing excellent care, but we recognise that sometimes things may not meet your expectations. If you have any concerns or complaints:

We will acknowledge all complaints promptly and investigate thoroughly. You will receive a written response within 28 days.

If you remain dissatisfied, you may contact the Care Quality Commission or the Local Government and Social Care Ombudsman.