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Terms and Conditions of Service

Booking

Please make contact via the website enquiry form, direct email, or by phone, to discuss your needs and book in a visit(s).  

Bookings will be confirmed to you by email. It is your responsibility to review the details of each booking and notify of any errors as soon as you become aware of them and no later than 48 hours after a booking confirmation is received.

A minimum booking of 1 hour is required for home help services, with the exclusion of medication/and or other prompts.

Standard charges

Home Help Services (defined on services page) are charged at £26 per hour. Payment can be made via contactless credit/debit card at the end of each visit. Alternatively, payment can be made by cash or same day BACS transfer. If additional expenses are incurred, then reimbursement must be made the same day. All receipts will be kept.

Occupational Therapy Initial assessment is charged at £50 per hour. Visits usually take between 1-1.5 hours. Follow up visits, if required, are charged at £40 per hourPayment will be required upfront to secure the booking. Payment can be made via BACS transfer, or by using the payment link provided on the invoice which will be sent via email.

If any follow up visits are requested, preferred method of payment is contactless credit/debit card payment at the end of the visit. Alternatively, payment can be made by cash or same day BACS transfer.

Cancellation policy

Please leave as much notice as possible if you need to cancel a visit, to allow time to reschedule appointments where possible to other clients. Cancellations made within 48 hours of a booked appointment will be charged at 50% of the cost, cancellations, or no shows,  made within 24 hours will be charged in full. Requesting to move an appointment within this time frame will be treated as a cancellation of the booked date.

If I need to cancel an appointment, I will do this at the earliest possible opportunity. You will be given a refund for any deposit already paid, or given the opportunity to transfer the deposit to another date. 

Travel

1. Fees are inclusive of travel costs to/from the address specified in the booking. This includes a travel radius of 10 miles from BA2

2.Additional travel associated with home help services (e.g. collection of items, shopping etc), will be charged at 45p per mile

3. Travel distances are calculated using The AA Route Planner (www.theaa.com)

Non-Payment

In the event of non-payment, I will contact you to remind that payment is overdue. If payment is not received in full within 7 days of contact being made, I will then make contact in writing/phone and remind of the balance due. If your circumstances have changed, and you have difficulty paying, please contact me to discuss the possibility of setting up a repayment plan.  

If after a further 7 days I have still not received payment, I reserve the right to start charging statutory interest, alongside an admin fee of £10 per balance reminder sent. 

In the absence of a repayment plan being set, and if funds have not been received within 60 days of the due date, I may pass pass the matter on to a solicitor or third party debt collection agency, with any associated costs of doing so to be borne by you.

Home Help Bath reserve the right to withhold any further services until payment is made in full. 

Illness

If you have symptoms of  a high temperature, new continuous cough, or vomiting, please inform me as soon as possible prior to the visit so I can re-arrange.

I do not routinely wear full personal protective equipment (PPE) now government guidelines have changed. However, if you are more comfortable with me wearing PPE or due to your condition you are especially vulnerable, please inform me and I will be happy to wear appropriate PPE. 

Risk assessment and behaviour

Home Help Bath do not tolerate any form of abuse or aggression. I withhold the right to refuse to offer services if I identify any risks, I do not need to give advanced warning to cease my services in this situation.

If needs have been identified, above and beyond what Home Help Bath can offer, then I will endeavour to signpost to the appropriate support services. 

Complaints

In the unlikely event that you are not satisfied with my service please contact me directly. I will make every attempt to resolve this through discussion. 

If we are unable to resolve the matter informally, then you may proceed to contact HCPC and raise a complaint.

Privacy Policy 

Personal Data

While using the service, I may ask you to provide me with certain personally identifiable information that can be used to contact or identify You. Personally identifiable information may include, but is not limited to:

  • Email address

  • First name and last name

  • Phone number

  • Address

  • Health record

Data Protection

1. I am registered with the Information Commissioner's Office (ICO) as a Data Controller

2. All client details, case notes and correspondence will be stored securely and treated confidentially according to General Data Protection Regulations and the Data Protection Act 1988

3. In accordance with law, all records will be kept securely for a minimum of 6 years

4. You may apply in writing to access an electronic copy of your notes or to request modifications of any inaccuracies. These requests will be dealt with within 30 days

5. You have the right to request I delete certain personal information that you have provided to us.

Please note, however, that I may need to retain certain information when I have a legal obligation or lawful basis to do so.

 

Liaison with other professionals

1. To offer the best service to you, it is often important for me to liaise with other professionals and services with your consent. This may include a GP, social worker, voluntary agency. 

2. Under certain circumstances, I may be required to disclose your personal data if you or others are thought to be at risk. This may include emergency services, GP, social worker. The law may require them to inform the local authorities or police without your permission and share the necessary personal information. 

Contact Us

If you have any questions you can contact me:

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