1. Introduction
1.1. These Terms and Conditions govern the provision of domiciliary care services by Ornate Healthcare (“the Company”) to its clients (“the Client”).
1.2. By engaging Ornate Healthcare, the Client agrees to comply with these terms, which may be updated periodically.
1.3. All services are provided in accordance with applicable laws and regulations, including the Care Quality Commission (CQC) standards.
2. Services Provided
2.1. Ornate Healthcare offers personalized care services, including but not limited to:
- Personal care (bathing, grooming, dressing, toileting).
- Medication management and health monitoring.
- Meal preparation and household tasks.
- Specialist care (dementia, palliative, rehabilitation).
- Live-in care and respite care.
2.2. The scope of services will be detailed in an agreed Care Plan tailored to the Client’s needs.
3. Care Plan and Assessment
3.1. All services begin with a comprehensive needs assessment to determine the Client’s requirements.
3.2. A personalized Care Plan will be developed in consultation with the Client and their family, specifying the scope, frequency, and duration of care.
3.3. The Care Plan is subject to periodic review and adjustment based on the Client’s evolving needs.
4. Fees and Payment
4.1. Service fees will be detailed in a written agreement provided prior to the commencement of services.
4.2. Payments are due in advance unless otherwise agreed in writing.
4.3. Additional charges may apply for public holidays, specialized care services, or last-minute adjustments.
4.4. Late payments may incur additional fees and could result in suspension of services.
5. Cancellation and Termination
5.1. The Client may cancel services with 7 days' written notice.
5.2. The Company reserves the right to terminate services with immediate effect if:
- There is non-payment for services.
- Care workers face abuse or unsafe working conditions.
- The Client breaches any material term of this agreement.
5.3. Refunds for canceled services will be considered on a case-by-case basis.
6. Responsibilities of the Client
6.1. The Client agrees to provide a safe environment for care workers, including adequate facilities and supplies necessary for delivering care.
6.2. The Client must inform Ornate Healthcare promptly of any changes to health conditions, requirements, or circumstances that may impact the Care Plan.
6.3. Any abusive, aggressive, or discriminatory behavior toward care workers will not be tolerated and may result in immediate termination of services.
7. Responsibilities of Ornate Healthcare
7.1. Ornate Healthcare will provide qualified, trained, and vetted care workers to deliver the services outlined in the Care Plan.
7.2. The Company will ensure all care workers operate professionally, respectfully, and in accordance with the highest standards of care.
7.3. Confidentiality of all Client information will be strictly maintained, except where disclosure is required by law.
8. Liability
8.1. Ornate Healthcare accepts no liability for damages or losses caused by factors beyond its reasonable control, including accidents or emergencies outside the scope of the agreed Care Plan.
8.2. The Company’s liability for any claims is limited to the fees paid by the Client for services rendered.
9. Privacy and Data Protection
9.1. Ornate Healthcare complies with the General Data Protection Regulation (GDPR) and other applicable privacy laws.
9.2. Personal data will be collected, processed, and stored solely for the purpose of delivering services and will not be shared without explicit consent.
10. Complaints and Feedback
10.1. Clients may raise complaints or provide feedback by contacting Ornate Healthcare’s management team via email or phone.
10.2. The Company will investigate and resolve complaints promptly, in line with its internal complaints policy.
11. Governing Law
11.1. These Terms and Conditions are governed by the laws of England and Wales.
11.2. Any disputes arising under these terms will be subject to the exclusive jurisdiction of the courts of England and Wales.
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