Terms & Conditions

What to expect from us

1. Caring with Kindness LTD will ensure all agreed visits are attended. If you would like additional visits on a regular basis or ad hoc, please do not hesitate to contact.
2. Service will be conducted at the Service user's home and out in the community where agreed.
3. Caring with Kindness LTD will always supply a named care professional, whom you will have been introduced to, and will provide as much notice as possible of their identity. Please note that annual leave, sickness, availability and unforeseen events may require us to supply an alternative. We will try and give you as much notice as possible.
4. Caring with Kindness LTD will try to ensure that care professionals arrive at the time agreed but cannot guarantee this due to circumstances outside of their control including travel delays or emergencies with other clients. Where possible, we will give you notice of any significant delays.
5. If your care professional does not attend a scheduled visit, or you are not satisfied with the service received, please phone immediately and if appropriate, follow our complaints procedure.
6. Our care professionals are only allowed to carry out the activities and provide the service set out in your Care Plan. If you require our care professionals to carry out any other activities, please request a review of your Care Plan.
7. All service users will have a person-centred care plan, which will reflect needs and preferences. This will be reviewed on a regular basis and updated when necessary, especially if needs change.
8. We will visit you and your home to assess and discuss your requirements before we commence the service.
9. We will work with you, your family and any appropriate external social or health care professionals to carry out an assessment of your needs and preferences for care and treatment, which we will record in a Care Plan
10. You agree to inform us and keep us informed of all information which may be relevant to the Care Plan including, but not limited to, your likes, dislikes, allergies, lifestyle preferences, physical and medical conditions.
11. Care may be required at home but will also include supporting the service user with activities and outings where agreed.
12. A daily report will be completed during each visit, based on the care plan.
13. All care professionals are DBS checked, have received necessary mandatory training.
14. Caring with Kindness LTD will ensure that service users will be treated with dignity and respect at all times.
15. Caring with Kindness LTD will ensure that service users will be treated with kindness, compassion, understanding, empathy and patience at all times.
16. Care professionals will wear the necessary Personal Protective Equipment and in the event of another pandemic, will comply with government guidelines for use of PPE.

What we expect from you

1. You agree to treat our care professionals with respect at all times and to ensure that they are not subject to any abusive or discriminatory behaviour by you or your family/visitors. We understand that due to the nature of certain conditions, such as dementia or acquired brain injury, some service users may display some verbal or physical aggression. Strategies will be agreed to help manage this and staff will receive additional training to deal with this where necessary.
2. You agree to provide a safe and accessible environment in which our staff can work. This shall include:

• Maintaining a clean home free of risks and hazards
• Maintaining a safe route of access to and from your home
• Ensuring that any equipment provided by you is maintained and serviced in accordance with all relevant safety requirements
• Informing us if there are any infectious diseases in your household or of anything in your home which may pose a risk to our care professionals
• Providing all domestic equipment such as vacuum cleaners, mops, irons, etc.

3. We are required to ensure that your home is safe to use for the provision of the service. We will notify you if we find that your home or equipment is not safe and, where possible, assist you with making any necessary changes at your own cost.
4. An entry plan for your home may be agreed with you and if so, will appear in the Care Plan.

Service cancellation

Please give as much notice as possible if you need to cancel a visit, as a courtesy. If less than 48 hours notice is given, you may still be charged.

If you wish to terminate our services, please give 28 days notice.

We will give you 28 days written notice if we wish to terminate your contract. This may occur if:

1. We are no longer able to meet your needs
2. It is unsafe to continue to provide support in which case a shorter notice period will be agreed
3. If you do not pay your fees
4. Your behaviour (or that of others in your home) is such that we consider the continuation of the service to be detrimental to our staff.

Before withdrawing the service, we will make all reasonable efforts to address and manage detrimental behaviour, including giving warnings and consulting with you and your representatives.

Where we withdraw the service, we will usually give you 28 days notice. However, if your behaviour (or that of others in your home) is so extreme that immediate action is required to safeguard our staff we will consult with the local authority safeguarding team and may end the service immediately.

In the unlikely event that the service has to be closed in an emergency, we will cancel the service immediately.