HEALTH CARE SERVICES AT HOME.

1.0 These Terms will become binding on you and us, and the "Service Delivery Agreement" will be deemed to have been activated when you explicitly request that we begin to supply the services to you or we begin to provide the services to you or you return the signed "Service Delivery Agreement" to us; whichever is the earlier.

1.1 You must sign and return the "Service Delivery Agreement" to us within three days of signing the "Care Support Plan" we will have proposed to you. We will not be obliged to start the services until you have signed and returned to us the signed "Service Delivery Agreement".

1.2 Details of your services will be found in your "Care Support Plan". Please ensure that the interventions noted in the "Care Support Plan" are complete and accurate.

1.3 We will review your "Care Support Plan" from time to time to capture the level of care needed. If we note that your care needs have increased or reduced, we will discuss with you whether to increase or reduce the level of services and how this may impact on your charges.

1.4 The "Service Delivery Agreement" will come to an automatic end in the event of death. Charges will be for those services which were delivered up to the time of death.

1.5 If the caregiver had a strong family bond with the "Service User", then the caregiver will be allowed time off to mourn with the family at own cost. The Service User will not be charged for the time, but the family can decide to pay a token of appreciation privately if they so wish.

2.0 You will need to provide us access to your home. A key-holding arrangement plan can be agreed upon to enable our caregivers and supervisors safe entry and exit. Supervisors usually come once or twice in a week to assess if there is a change in the care needs and care-giver’s weekly performance.

2.1 If you do not allow us access to your home as arranged (and you do not have a good reason for this), we will charge you the cost of those arranged services up to 14 days. If, despite our reasonable efforts, we are unable to contact you or rearrange access to your home, we will suspend the services and cancel the "Service Delivery Agreement" in accordance with our terms of "Service Termination."

2.2 Our quotes are usually for professional fees and equipment hire only (where these are clearly stated) and does not include any procedures that may be carried out at home or consumables that may be required. "Service Users" are also required to cater for transport costs for the hospital bed hired / bought and the technician cost that will assemble the bed at home.

2.3 Our Nurse-to-Home service payments are STRICTLY done on a weekly basis. Service Users will receive an electronic invoice through their appointed email account; payable within 3-5 working days from the invoice date.

2.4 Service Users will pay through bank transfer to the appointed bank company account as advised. No other payment method will be accepted unless authorised by the Director for that specific client.

2.5 Payment default will mean discontinuation of service without notice. It is in your interest to pay on time once you engage us. Note that we also have an obligation to pay our staff on time.

2.6 We will however contact you in advance if we intend to suspend the service. This will not affect our right to charge you interest for delayed payments and the inconvenience caused.

3.0 You must treat the "Care Giver" with respect and dignity. Failure to do so will result into a significant breach of our service agreement by you and we reserve the right to terminate the "Service Delivery Agreement" in accordance with our terms of "Service Termination."

3.1 The "Care Giver" is not permitted to: use your car, (unless you have agreed with us in advance and the car is insured for the "Care Giver" to drive); smoke, take prohibited drugs or drink alcohol while in your home; accept any gift with a value greater than Kshs 100; or lend you money, or borrow money from you.

3.2 We require that our Live-in care-givers are provided with:

3.3 Direct employment of our "Care Givers".

Our "Care Givers" are extremely important to us. They are the key to providing good service delivery and one that has continuity and quality.

We invest in their training and development so that we can meet your care needs and our other Service Users’ requirements. We will require that you give us a minimum of six months’ notice in writing to tell us your intentions. If you attempt to hire our "Care Giver" directly, without the notice period, then you will be required to pay at least Kshs 100,000 which represents the cost of us losing that employee.

3.4 Care Givers excursion costs.

If the Care Giver accompanies you on excursions, or incurs third party expenses directly related to delivering your care (e.g. having to pay a car parking charge on your behalf), then you will need to re-imburse of-course based on the parking receipt. You will also have to pay for all the other expenses. So please plan your trips well to avoid any inconveniences to both you and the Care Giver.

3.5 Second Live-in Care Giver.

Where we assess that one Care Giver cannot do the work safely, we reserve the right to arrange for a second Care Giver to assist with your care; the costs of which will be on your account. However, the family will be informed why the decision to increase care was implemented.

3.6 Food.

The Care Giver whether on hourly care plan or live-in basis is not expected to bring food from outside when coming to your home. You are therefore expected to plan the value of a minimum of Kshs 1,200 per week in your meals budget to maintain their wellbeing, good health and welfare. We need to see a happy staff member in your home when we supervise. Any complaints about you by our staff member will be taken very seriously.

3.7 Professional Care.

Please note that our Care Givers are NOT house helps.

They are trained professionals in Health and Social care sectors in line with Article 57 of the 2010 Constitution of Kenya , Senior Citizens Care and Protection Act, 2014 (see Section 9 (a) and (b)) and other relevant laws and by-laws.