Terms & Conditions

These terms and conditions ("Terms") govern your use of care services provided by Pearl Home Care Ltd ("we", "our", "us"). By engaging our services, you agree to be bound by these Terms.

Pearl Home Care Ltd is registered with the Care Quality Commission (CQC) and operates in accordance with all relevant health and social care regulations.

We provide the following care services:

• Personal care and support
• Specialist medical care
• Medication management
• Dementia care
• Companionship services
• Meal preparation
• Live-in care
• Respite care

The specific services provided will be detailed in your individual Care Plan, developed following an initial assessment.

Before care commences, we will conduct a comprehensive assessment of your needs. This assessment will form the basis of your personalized Care Plan, which will be reviewed regularly and updated as needed.

You have the right to be involved in all aspects of your care planning and to request changes to your Care Plan at any time.

All our care staff:

• Are fully trained and hold relevant qualifications
• Have enhanced DBS (Disclosure and Barring Service) checks
• Receive ongoing training and supervision
• Are insured for their work
• Adhere to our code of conduct and professional standards

While we aim to provide continuity of care with regular carers, we reserve the right to allocate different staff members as necessary to ensure service delivery.

Care visits will be scheduled according to your Care Plan. We will make every effort to arrive within agreed time windows, but occasional delays may occur due to emergencies or unforeseen circumstances.

If you need to change scheduled visits, please provide as much notice as possible. Changes requested with less than 24 hours' notice may still be charged.

Fees are agreed in advance and detailed in your service agreement. Payment terms are typically:

• Invoices issued weekly or monthly
• Payment due within 14 days of invoice date
• Direct debit, bank transfer, or cheque accepted
• Local authority or NHS funded care paid according to commissioning arrangements

Late payments may incur interest charges. Continued non-payment may result in suspension or termination of services.

If you need to cancel a scheduled visit, please give as much notice as possible:

• More than 24 hours' notice: No charge
• Less than 24 hours' notice: Full visit charge applies
• Missed visits where carer attended: Full charge applies

We reserve the right to charge for visits where we are unable to gain access to your home through no fault of our own.

Either party may terminate this agreement by giving 28 days' written notice.

We reserve the right to suspend or terminate services immediately if:

• Payment has not been received despite reasonable efforts to collect
• There is abusive or threatening behavior towards our staff
• Your care needs exceed our capacity or registration
• We believe there is a safeguarding concern that cannot be adequately addressed

In cases of immediate termination, we will work with you and relevant authorities to ensure alternative arrangements are made.

We are committed to protecting your privacy and personal information in accordance with UK data protection laws (UK GDPR and Data Protection Act 2018).

Please refer to our Privacy Policy for detailed information about how we collect, use, and protect your personal data.

We have a duty to safeguard all people we support. If we have concerns about your safety or wellbeing, we are legally obligated to report these concerns to the appropriate authorities, which may include:

• Local Authority Safeguarding Team
• Care Quality Commission
• Police (in cases of suspected crime)
• NHS or healthcare professionals

We take all complaints seriously and aim to resolve concerns quickly and fairly. Our complaints procedure is:

• Contact your care coordinator or manager to discuss the issue
• If unresolved, submit a formal written complaint
• We will acknowledge within 3 working days
• Full investigation and response within 28 days

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

We maintain comprehensive insurance including:

• Public liability insurance
• Professional indemnity insurance
• Employer's liability insurance

While we take all reasonable care, we cannot be held liable for:

• Loss or damage to property not caused by our negligence
• Outcomes resulting from decisions you make regarding your care
• Events outside our reasonable control (force majeure)

Our staff can support with medication in the following ways:

• Prompting you to take medication
• Administering pre-prepared medication from dosette boxes
• Recording medication given on MAR charts
• Certain clinical procedures (by trained staff only)

You remain responsible for ordering repeat prescriptions and ensuring adequate medication supplies unless alternative arrangements are specified in your Care Plan.

In emergency situations, our staff are trained to:

• Contact emergency services (999) if required
• Provide basic first aid if trained and able
• Contact designated emergency contacts
• Notify our on-call manager

Please ensure we have up-to-date emergency contact details and any relevant medical information.