Prestige Care EK London

Terms & Conditions

Service agreement terms for Prestige Care home care services

Last updated: January 2025

Introduction

These Terms and Conditions govern the provision of home care services by Prestige Care ("we", "us", or "our") to you ("the Client"). By entering into a service agreement with us, you accept these terms in full.

Please read these terms carefully. If you have any questions or concerns, please contact us before signing the service agreement.

1. Service Provision

1.1 Assessment and Care Planning

  • We will conduct a comprehensive assessment of your care needs before services commence
  • A personalized care plan will be developed in consultation with you and/or your representatives
  • Care plans will be reviewed regularly (at least monthly) and updated as needs change
  • You have the right to be involved in all aspects of your care planning

1.2 Care Delivery

  • Services will be provided in accordance with your agreed care plan
  • We will assign regular, trained care workers to provide your care
  • Care visits will be delivered at agreed times, with reasonable tolerance for traffic and emergencies
  • We will notify you of any unavoidable changes to scheduled visits as soon as possible

1.3 Service Limitations

Our care workers are not permitted to:

  • Lift or move clients without appropriate equipment and training
  • Administer medication unless trained and authorized
  • Provide medical treatment or nursing procedures beyond their training
  • Carry out tasks that place them or you at risk
  • Lend or borrow money from clients
  • Accept gifts beyond nominal value

2. Payment Terms

2.1 Fees and Charges

  • Care fees are as detailed in your individual service agreement
  • Fees are reviewed annually, with at least 4 weeks' notice of any increases
  • Additional services requested outside your care plan may incur extra charges
  • Travel costs may apply for services in certain locations

2.2 Invoicing and Payment

  • Invoices are issued monthly in arrears
  • Payment is due within 14 days of invoice date unless otherwise agreed
  • Payment can be made by bank transfer, standing order, or direct debit
  • Late payment may result in suspension of services and interest charges

2.3 Local Authority Funding

  • If funded by the local authority, we will invoice them directly for agreed hours
  • You remain responsible for any top-up fees or additional services
  • Changes to local authority funding must be notified to us immediately

3. Changes and Cancellations

3.1 Changing Your Care

  • You may request changes to your care plan at any time
  • Changes requiring additional resources may need notice to arrange
  • We will do our best to accommodate urgent changes but cannot guarantee immediate adjustments
  • Permanent changes to care hours require reassessment and agreement

3.2 Temporary Cancellations

  • Please give 24 hours' notice for temporary visit cancellations where possible
  • Cancellations with less than 24 hours' notice may be charged at 50% of visit cost
  • Hospital admissions and emergencies will not be charged
  • Extended absences (e.g., holidays) require advance notice to avoid charges

3.3 Terminating Services

  • Either party may terminate the service agreement with 2 weeks' written notice
  • We may terminate immediately if payment is not made or for serious safeguarding concerns
  • You may terminate immediately if you are dissatisfied with our service
  • Termination does not affect payment obligations for services already provided

4. Client Responsibilities

To enable us to provide safe, effective care, you agree to:

  • Provide accurate information about your care needs, health, and circumstances
  • Inform us immediately of any changes to your health or care requirements
  • Provide safe working conditions for our care workers
  • Maintain adequate heating, lighting, and hygiene in your home
  • Inform us of any hazards (e.g., aggressive pets, slippery surfaces)
  • Treat our care workers with respect and courtesy
  • Not request care workers to undertake tasks beyond their role
  • Provide access to your home at agreed times
  • Ensure someone is available for visits if you have cognitive impairment
  • Make timely payment for services provided

5. Health and Safety

5.1 Risk Assessment

We will conduct risk assessments of your home environment and care tasks. You must allow us to implement control measures to ensure safety.

5.2 Infection Control

We follow strict infection prevention and control procedures. During outbreaks of infectious diseases, we may implement additional protective measures.

5.3 Accidents and Incidents

All accidents, incidents, and near misses will be recorded and investigated. We will inform relevant parties including yourself, family (with consent), and authorities where required.

6. Confidentiality and Data Protection

  • We will handle your personal information in accordance with our Privacy Policy
  • Information will only be shared with those who need it for your care
  • Your care records will be securely stored and retained as required by law
  • You have the right to access your care records upon request
  • We may share information without consent where required by law or safeguarding concerns

7. Complaints

If you are dissatisfied with our service:

  • Contact us immediately so we can address the issue
  • Make a formal complaint using our Complaints Procedure
  • Contact the Care Inspectorate Scotland if unresolved

Full details are available in our Complaints Procedure.

8. Liability and Insurance

8.1 Our Liability

  • We maintain appropriate public liability and professional indemnity insurance
  • We accept liability for harm caused by our negligence or breach of duty
  • We are not liable for losses arising from circumstances beyond our reasonable control
  • Nothing excludes or limits our liability for death or personal injury caused by negligence

8.2 Property and Belongings

While we take reasonable care, we are not responsible for loss or damage to property unless caused by our negligence. We recommend you maintain home contents insurance.

9. Emergency Situations

  • In medical emergencies, care workers will call 999 and inform emergency contacts
  • We will inform you/your representative of any incidents or concerns
  • You must provide up-to-date emergency contact details
  • Care workers have authority to take necessary action to protect your wellbeing

10. General Terms

10.1 Entire Agreement

These terms, together with your individual service agreement and care plan, constitute the entire agreement between us.

10.2 Changes to Terms

We may update these terms from time to time. We will notify you of significant changes with at least 4 weeks' notice.

10.3 Governing Law

These terms are governed by the law of Scotland and subject to the exclusive jurisdiction of the Scottish courts.

10.4 Severability

If any provision is found to be invalid or unenforceable, the remaining provisions will continue in full force.

Questions About These Terms?

If you have any questions about these Terms and Conditions, please contact us:

Phone: 01355 204 222

Email: info@prestigecare-ek.com

Address: 1st Floor, 3 Montgomery Street, The Village, London, G74 4JS

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