Remote Assistance Terms & Conditions
These Terms and Conditions, together with all documents expressly referred to in them, tells you about us and the legal terms which govern our provision of all Care24 products and services.
These Terms and Conditions are designed to help you get the best out of your selected products and/or services. Please read them carefully, including those parts that specifically apply to your selected products and/or services, and make sure you understand them before completing a purchase. Please check that you are willing to agree to each provision. If you don’t agree with all parts of these Terms and Conditions that apply to your selected products and/or services, we will not be able to process your order.
Please note that by ordering any of our products or services you agree to be legally bound by these Terms and Conditions and the other documents expressly referred to in them.
Information about us
We are Spectrum Homecare Limited, trading as Care24, a company registered in the Republic of Ireland under company number 638331 with our main trading address at 26 Rowan Avenue, Stillorgan Business Park, Sandyford, Dublin 18, A94 P7R9.
If you have any questions in relation to these Terms and Conditions, or need more information about the products or services, our Customer Services Team will be happy to help you. You can contact them here:
Write to: Customer Services, Care24, 26 Rowan Avenue, Stillorgan Business Park, Sandyford, Dublin 18, A94 P7R9.
Email Us: support@care24.ie
Call Us: 01 420 0800 (Monday to Friday 9am to 5pm).
Use of our Website
Your use of our website www.care24.ie is governed by our Website Terms of Use. Please take time to read this as it contains important terms relating to your use of our site.
General scope of services
Care24 is engaged in the provision of non-medical care support services to individual Clients in their own homes. These services are based upon an assessment of need, at the time the care commences and regularly thereafter, and reflect the requirements of the Client's Personal Care Plan.
Care Support services include the following:
Support and Assistance,
Conversation and Companionship,
Dressing, undressing, helping into and out of bed,
Personal hygiene such as grooming, showering,
Exercise and Mobility Assistance,
Meal preparation and eating assistance,
Light housekeeping,
Social and Leisure,
Running errands and shopping,
Medication Reminders.
Care24 does not provide nursing services. However, we will liaise with relevant health professionals when required to ensure that our Clients’ needs are met and that they are cared for in the best possible way.
Hours of Operation
Care24 offices are open between 9am and 5pm, Monday to Friday. However, our support team are available 24 hours a day, seven days a week and 365 days per year on 01 4200800.
Standard terms of business for the provision of care services.
General scope of the Services Care24 is engaged in the provision of care support services to individual clients in their own homes (“the Services”). The Services are based upon an assessment of the Client’s need, at the time the care commences and regularly thereafter, and reflect the requirements of a Personal Care Plan drawn up and agreed with the Client.
Health and Safety Assessment Prior to commencement of the Services, the Care Manager will undertake a Health and Safety Assessment of the Client’s home in order to identify any specific hazards which may be present, and which may present a risk to the health, safety or welfare of the Client and of the Carer (the “Health and Safety Assessment”). Where hazards are identified, a risk assessment will be completed by the Care Manager and, where necessary, advice given to the Client as to correct the hazard. Care24 will not permit Carers to engage in any activity where a significant hazard is present, and the risk has not been eliminated or reduced to an acceptable level by the Client. In some instances, this may require the Services to be withheld or suspended.
Assessment of care needs and requirements (the “Needs Assessment”) The Care Manager will visit with the Client prior to the commencement of the Services to discuss and agree their precise care needs. Following this visit, the Care Manager will finalise the Personal Care Plan and ensure all Client details are correct. The Care Plan may be reviewed should the Client require a change. Any changes to the costs and the methods of payment based on such changes to the Care Plan will be agreed in advance of the Services being provided.
Review of Health and Safety Assessment and the Care Plan The Care Manager will continuously review the Health and Safety Assessment, and in the unfortunate event of an accident or incident, the Health and Safety Assessment will be reviewed after such incident or accident occurs. The Personal Care Plan will be reviewed at least once every three months in line with the Care24 internal policy.
Assignment of Carers
Recruitment and protection of Clients Care24 undertakes rigorous recruitment processes for Carers which includes personal interview, reference checking and Garda Vetting.
Training and competence of Carers Care24 requires its Carers to have completed adequate training in relation to the responsibilities in providing the Services. All Carers engaged are required to follow policies and procedures which are designed to ensure the highest quality of service to Clients as well as to protect sensitive information of the Client.
Continuity of care Care24 recognises that Clients often prefer working with one specific Carer over a period of time and Care24 will try to ensure continuity in this regard. There may be occasions however, such as the Carer’s holiday entitlements or sickness, when the Carer normally assigned to the Client may not be available. In such cases an alternative Carer will be assigned with the agreement of the Client when possible.
Keyholding The Care Manager will make suitable and permanent arrangements with the Client for entering the Client’s premises. Where keys are held by Care24, then the Client will be asked to complete a Key Transfer Form in advance. This Key Transfer Form will confirm that the Client consents to Care24 holding the keys to their property and entering the property during the course of providing the Services.
Supplies and/or equipment Care24 does not provide any supplies or equipment in connection with the Services which are to be undertaken. All supplies and equipment necessary for the satisfactory completion of tasks must be supplied by the Client. The Client will be advised by the Carer when equipment is needed or ifsupplies need to be replenished.
5. Quality of Services
Care24 aims to always deliver a quality service to the highest standard. Information and feedback from Clients on the Services is a vital part of the Care24 Quality Assurance Programme and Clients (and relatives or representatives) will be asked for feedback on the quality of service they have received on a regular basis.
A Care Manager visits with Clients on a regular basis. The purpose of such visit is to ensure that Clients are receiving the care as specified in the Care Plan. These visits offer the Client an opportunity to discuss concerns or issues regarding the Service with the Care Manager. Care Managers are there to provide support and guidance to all Carers and Clients.
6. Cancellation/refusal/withdrawal of Service
Care24 may refuse to provide the Services where, in its opinion, the pattern and/or type of care requested is inappropriate to, or conflicts with, the needs of the Client or where the Care Manager believes the Carer is not competent to deliver the care to the standard required. Care24 will not withdraw the Services without the prior consultation with the Client or the Client’s representative where possible.
Once started, Care24 may withdraw the care provided (either on a permanent or temporary basis) in situations where, in the opinion of Care24:
The health and safety of the Carer is seriously at risk,
The Carer has received threats of violence from the Client and/or its representatives,
The Carer has received any form of abuse from the Client and/or its representatives,
The pattern and/or type of care requested is inappropriate to the Client's needs,
The Client persistently objects to the carers assigned to deliver the Services, such that Care24 has serious difficulty in meeting the Client’s need,
The Client unlawfully discriminates against Carers supplied by Care24, and/or
The Client fails to pay fees within the 30 days of their due date as specified in condition 8.
Care24 will endeavour to provide at least one week’s notice to the Client of withdrawal of the Services although in certain situations, for example, where the health and safety of either Client or the Carer is at risk, withdrawal may be immediate. If the Services have been withdrawn due to specific reasons or events occurring, such as a hazard existing in the Client’s home, Care24 will inform the Client of the conditions which must be met in order for Care24 to resume the Services.
The Client may cancel the contract, and any specific booking, by providing at least 48 hours’ notice to Care24. If less than 48 hours’ notice is provided to Care24, then Care24 shall be entitled to charge the Client for the cost of one full day of the Services, the cost of which is outlined in the Care Plan.
Insurance Care24 has comprehensive insurance cover in respect of Employer's Liability, Public Liability and Professional Indemnity.
8. Invoicing and Payment
The fees payable by the Client reflect the type of frequency of care agreed in the Client’s Personal Care Plan and will be agreed with the Client and/or the Client’s representative before the Services commence.
Invoices will be issued weekly , depending on what has been agreed with the Client in the Care Plan referred to at clause 8(a) above. Payments are made one week in advance and the payment mechanisms of same will be outlined on the invoice.
Complaints and suggestions We hope you never need to raise concerns about our services or any aspect of any of these Terms and Conditions. However, we understand if you wish to do so. Please send any complaints you may have to feedback@care24.ie. A complaint form can be found in the Client User Guide which is available via the Homecare online portal. Any complaint made by or on behalf of a Client will be investigated and dealt with under Care24’s complaints procedure, a copy of which may be obtained from the Care Manager.
Time sheets Carers complete timesheets on a weekly basis that are approved by the Care Manager. The time sheets are key documents, as they are the basis upon which the actual weekly charge is calculated.
Changes to the standard terms of business We may need to add to, replace or change these Terms and Conditions from time to time to reflect changes in market conditions affecting our business, changes in technology, changes in payment methods or changes in relevant laws or regulatory requirement. Where possible we will give you one month’s notice of any such changes. If this is not possible for legal or regulatory reasons, we will provide as much notice as possible. If you disagree with the material changes we are making, you can end your Contract for the Services by giving us 48 hours notice by email or telephone in. The changes will not impact your Services provided that you give us this notice before the date upon which the notified change takes effect.
Specific information on key policies
1. Access and security
a) Care24 is committed to ensuring the security and safety of the Client and their home at all times when providing care. Employees of Care24 are provided with guidance on the proper procedures for entry into a person’s home and the security measures which must be followed at all times. Training is provided on:
Entering premises,
Written and signed agreements on key holding,
Safe handling and storage of keys outside the home,
Action to be taken in case of loss or theft of keys,
Confidentiality of entry codes,
Alternative arrangements for entering the home,
Action to be taken when unable to gain entry,
Securing doors and windows,
Discovery of an accident to a Client/other emergency situation, and
Identify cards.
All employees of Care24 are required to have an Identity Card with them when at work. These cards include the following information:
i) A photograph of the employee,
ii) The name of the employee and the company in large print,
iii) The contact telephone number of Care24,
iv) Date of issue and date of expiry of the card.
2. Administration of medicines
A Client’s medication regime will form part of the initial Needs Assessment. If the Client wishes for their Carerto remind them to take prescribed medication and document the taking of such medication, it must be agreed at this stage and will then be incorporated into the Client’s Personal Care Plan.
Care24 and its Carers will always try to encourage and maintain a Client’s independence through the Client’s own self-administration of medicines. Should the Client make a request as set out in Condition 2(a) above, such reminders by the Carer shall be undertaken within Care24’s strict internal procedures.
Carers are not permitted to deviate from the internal procedures in place (or they may face disciplinary action) and are advised to seek advice on any matter of concern either to them or the Client from Care24.
Care24 Carers are not permitted to administer medication in any capacity; either orally or by injection. A Carer is permitted only to remind the Client to take their medication as prescribed by the Client’s health care professionals. The decision about the responsibility for the administration of medicines will form part of the initial Needs Assessment process. Reminding the Client to take their prescribed medication will only take place following the Client or their representative providing informed consent and authorisation and all Client medication must be arranged in Mediset Form by the Client or their representative. A Client’s consent shall be obtained at the outset during the Needs Assessment and will be integrated into the Personal Care Plan, which will be reviewed regularly as the Client’s level of independence may change over time.
For the avoidance of doubt, the Carer shall at no time administer the Client’s medication and shall simply remind the Client of the requirement to take such medication at the times agreed in the Care Plan and following express consent being given by the Client at the time of the Needs Assessment.
Neither Care24 nor the Carer shall be held responsible or liable for any harm or damage to the Client arising from the Client’s failure to take their prescribed medication (either by neglect or refusal).
3. Confidentiality
Care24 and its staff will respect and protect all sensitive and confidential information concerning its Clients at all times. The Care24 Policy on Privacy and Dignity which is available in our Homecare online portal outlines the obligations placed upon Care24 to safeguard personal information, the circumstances whereby Care24 may disclose confidential information, the circumstances where express consent is required and the Client’s right to object to any disclosure.
On occasion, the Care Manager may be required to share confidential Client information between care teams members, in order for the Client to receive the highest quality care. The information may be needed for care purposes involving the Client (such as delivering the correct care, arranging the care or co-ordinating care) or for such matters as clinical governance or a clinical audit.
Clients may object to the routine disclosure of information described above if they wish, although they will be advised that this may not be in their best interests.
4. Gifts, wills and bequests
Employees of Care24 have a personal duty to ensure that neither they, nor the Company, may face charges or allegations of malpractice or corruption in their conduct at work. As such, a code of conduct has been developed by Care24 for its employees which follows good practice. This code, embraced within Care24’s policy on gifts, wills and bequests, includes advice on:
Solicitations - seeking gifts or favours. Employees shall not be permitted to accept gifts or favours from Clients. An employee who seeks gifts or favours from Clients in return for the services they are providing will be subject to disciplinary action by Care24.
Voluntary gifts It is not uncommon for a Client, or someone closely connected to the Client, to offer some gifts as a mark of appreciation for the high quality of care they have received from Care24. At the same time, the taking of gifts or acceptance of substantial favours by employees from Clients or their relatives, may be seen as an improper inducement to give some concession in return to the donor, as such, it is Care24’s policy to discourage the practice of Clients or relatives offering gifts to Carers, or others employed by Care24.
Clients’ will Care24 does not allow staff involvement in assisting in the making of or benefiting from a Client’s will. As such, Carers and other employees of Care24 are instructed to refuse to offer any assistance whatsoever, either to the Client, or anyone connected with the Client, on the making of wills or acting as a witness to the signing of a will.
Handling Client’s money
Care24 aims to promote and maintain the independence of its Clients in all aspects relating to the care and services received and believes that control of money matters is a key element of independence. Clients are actively encouraged to take control of all aspects of their financial affairs. There will be instances, however, when support by a Carer is needed, for example, the Client may require assistance with shopping. A financial transaction sheet forms part of the Client User Guide and if the Care Worker completes any shopping for the Client this document must be completed and signed by the Client or their representative. This is to promote trust between the parties and avoid disputes, misunderstanding or suspicion.
Records and how your personal information is looked after
We understand that your personal details are of a sensitive nature and highly confidential. Any information and details that we receive shall be kept confidential.
Care24 will:
store personal details (which may include your medical history or other health information) securely in our database and in accordance with the Data Protection Legislation (defined below) and our Privacy Policy. Except in circumstances as outlined in our Privacy Policy when we have to exercise our obligations to you and to protect your vital interests or in accordance with our legal obligations, we will not disclose them to any third party without your prior written consent; and
comply with all relevant obligations of the Data Protection Legislation.
Please notify us in writing at the time of the Needs Assessment if there is any individual(s) (i.e. a particular family member) to whom you would not want particular medical or health information disclosed.
We may record telephone conversations for training and quality control purposes and will only store such record as long as it is legitimately necessary as is outlined in our Privacy Policy.
For the purposes of these Terms and Conditions:
“Data Protection Legislation” means the GDPR (defined below), the Data Protection Act 2018, the Privacy and Electronic Communications Regulations 2003, and all other applicable laws, enactments, regulations, orders, standards and other similar instruments, each as may be amended or superseded from time to time.
“GDPR” means Regulation (EU) 2016/679 of the European Parliament and of the Council on the protection of natural persons with regard to the processing of personal data and the free movement of such data.
You are entitled to view your personal details that we hold. If you wish to do this please contact our Data Protection Officer by email on DPO@care24.ie
Further details about how we collect, store and use personal data about you can be found at www.care24.ie/privacy-policy.
In accordance with the good practice, the Care Manager will use the Client User Guide to record key events and activities associated with that care. This may include:
Name of the Client,
Quality assurance log to document care manager visits,
Time and date of every visit, with the description of the services provided,
Financial transactions undertaken on behalf of the Client,
Key transfer form,
Details of any changes in the Clients (or Carers) circumstances, health, physical condition and care needs,
Any accident, however minor, to the Client and/or care or support worker,
Any other untoward incidents,
Any other information which would assist the next health professional or Carer to ensure consistency in the provision of care.
i) Clients and/or their representatives (where consent is given) will have access to the records via the Homecare Online Portal.
j) A Client (or their representatives) may refuse to have records kept online. In such cases the refusal must be in writing, dated and signed, and this statement will be kept on the personal file of the Client in Care24’s offices.
k) Clients and their representatives (with the permission of the Client) may review the Client’s personal file kept by Care24 by making arrangements with the Care Manager.
People moving and handling.
Manual handling of people (which includes lifting, supporting, carrying, pushing and pulling by bodily force) is one of the most common activities within home care services, and one which the Health and Safety Authority (HSA) believes results in substantial injuries each year.
In order to limit the risk of such injuries occurring, Care24 ensures that its Carers abide by the four key requirements established by the Safety, Health and Welfare at Work (General Application) Regulations 2007, which encompasses the Manual Handling of Loads, as follows:
Avoidance of manual handling,
Reduction of manual handling,
Risk assessment of manual and handling tasks,
Provision of instruction and training for relevant employees.
No lifting policy
Care24 will try to balance the needs of everyone involved in the care process (particularly the needs of the Client on the one hand, the needs of the Carer on the other) in order to ensure that:
Carers are not required to perform tasks that put them and the Client at unreasonable risk,
A Client’s personal wishes on the type of assistance given to them by the Carers are listened to and respected wherever possible; and
Clients’ independence and autonomy is supported as fully as possible.
Care24 will undertake general risk assessment as part of the Needs Assessment and ensure that all relevant issues relating to the health and safety are considered within the wider context of providing a home care service. This risk assessment will focus on the needs of the Client and the needs of the Carer, so the care is delivered in a balanced and sustainable way and by taking into account the Client’s lifestyle, personal preferences and functional needs. The Care Manager will continuously review the health and safety assessment and in the unfortunate event of an accident or an incident taking place. Care24 reserves the right to withdraw the care provided (either on a permanent or a temporary basis) in situations, where the health and safety of the care worker is assessed to be at risk.
Safe working practices
Care24 has an overriding responsibility for safeguarding the health and safety of all its Carers whilst at work. While the Carer is in the Client's home, Care24 shares with the Client or their representatives, the responsibility for health and safety. Care24 is responsible for giving adequate training and information to the Carers and for developing safe working procedures in relation to the Services being provided. Much of the training and many procedures will be applicable across all the home care work of an organisation but the variability of a Client’s home means that individual risks and procedures may also have to apply in each location. The Client will be responsible for the condition of the workplace itself and for co-operating with agreed safe working procedures.
A risk assessment is completed in each Client home using the Health and Safety Risk Assessment form. Care24 will not permit employees to engage in any activity where a hazard is present and the risk has not been eliminated or reduced to an acceptable level. In some instances, this may require the Services to be withheld or suspended. Employees are required to be vigilant at all times regarding health and safety matters, and to report any situation, incident which causes concern.
Vetting of staff
It is Care24’s policy to recruit Carers who can demonstrate the highest standards of honesty, integrity and competence, relevant to the position they hold. Validation of information is an integral part of the company’s recruitment policy, (covering education, qualifications, training and experience). In addition every member of the team will be Garda Vetted.
Continuity of care
Care24 recognises the importance of continuity of care for Clients and gives a commitment that, wherever possible, services to the Clients are routinely delivered by the same worker. An alternative Carer may provide services when the assigned worker is sick or on leave, but it is the policy of Care24 that the Client will be informed of this change in an appropriate and timely manner.
19. Protections from abuse
For the purpose of these Terms and Conditions, “Abuse” is defined as: “A single or repeated act or lack of appropriate action occurring within any relationship where there is an expectation of trust, which causes harm or distress.”
Care24 is committed to preventing the abuse of Clients and employees. It will strive to achieve this by:
Fostering a strong culture of inclusion, dignity and respect,
Providing vital internal induction and training (and refresher training on elder care) every two years, which will include protection from abuse, indicators of abuse, responding to suspected, alleged or actual abuse and reporting responsibilities ensuring we do not withdraw services from a service user without prior consultation with the appropriate people,
Recognizing the fundamental rights of Client to privacy, dignity, maintenance of selfesteem, choice, recognition of diversity, individuality and independence, together with the respect of their rights as citizens,
Making relatives and advocates aware of the complaints procedure and encouraging them to comment upon the care received by the Clients and to participate in reviews of care,
Committing to quality assurance and regular quality reviews,
Utilising management systems which support and supervise employees, their work and facilitate good communications, and
Ensuring its Carers have read and comply with the policy on elder care and the reporting obligations thereunder.
20. Complaint’s policy
Complaints are welcomed as a way of ensuring that any dissatisfaction with the quality of the Services provided by Care24 is brought to our attention. All complaints are taken seriously and dealt with promptly and effectively. Our aim is to deal with complaints efficiently and fairly, and wherever possible, to achieve a resolution which is satisfactory to the complainant. Staff are trained in how to receive and deal initially with complaints.
Individuals who use our services and those who act on their behalf will be encouraged to make use of the complaint’s procedure if they wish to do so.
Verbal complaints
a Verbal complaint will, wherever possible, be dealt with at the point of service, by the person providing that service and as quickly, sympathetically and efficiently as possible. All Carers are trained to:
Deal with the matter to the overall satisfaction of the complainant,
Prepare a comprehensive written record of the complaint using the form designed for this purpose, and
Submit the form to the Care Manager of the Client, who will maintain an accurate record; ensuring the matter has been dealt with satisfactorily.
d) Written complaints:
All written complaints (together with unresolved verbal complaints) should be emailed to feedback@care24.ie
Governing principles of dealing with complaints:
All complaints will be recorded in a register maintained for this purpose.
All complaints will be acknowledged within three working days of receipt.
All complaints (other than verbal complaints resolved the same day) will be investigated, and a written response given within ten working days. The written response will address any issue raised in the complaint and provide information about what action (if any) has been taken, or is to be taken, by the way of resolution.
Records are kept of all complaints, the outcomes of any investigation and the action taken in the complaints register. Information and learning from complaints are used to improve the overall quality of service.
THE LEGAL BIT
These terms apply to our homecare services
1. LIMITS ON OUR RESPONSIBILITY TO YOU
Care24 does not in any way exclude or limit our liability to our Clients for: death or personal injury caused by our negligence, any failure to provide the Services with reasonable care and skill, for fraud or fraudulent misrepresentation; and any other liabilities that cannot be excluded by law.
Without prejudice to condition 1(a) above, our total liability in respect of each contract between you and us based on these Terms and Conditions shall not exceed the total amount paid by you in relation to such contract during the twelve (12) months immediately prior to the event giving rise to the claim.
If Care24 fails to comply with these Terms and Conditions or if we are responsible for any loss or damage suffered by you that is a foreseeable result of our breach or caused by our negligence, however we shall not be responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if it is an obvious consequence of our breach or if it was contemplated by you and us when the contract was formed.
In no event shall we be responsible for any:
losses that were not directly associated with any breach of the Terms and Conditions by us or result from any negligent act or omission by clients or a third party or
losses that relate to or arise in connection with any third party service provider.
2. EVENTS OUTSIDE OUR CONTROL
a) Our provision of the Services may be affected by events beyond our reasonable control. If so, and there is a delay in our provision of the Services, we will try to provide the Services to our clients as soon possible. We endeavour to make reasonable efforts to limit the effect of any events causing delays and to keep you informed of the circumstances causing such delays. Examples of events which might be beyond our reasonable control are:
the scope of the Client’s requirements have changed in relation to a service (and this means we have to do extra work);
we cannot access the relevant premises at the times we agreed with you through no fault by us; and the relevant representative is not in attendance at the times we agreed with you if required.
We shall not be liable for any delay in performing, or failure to perform, any of our obligations under any such contract between you and us if such breach, delay or failure results from any event outside our reasonable control.
3. GENERAL
It may be necessary to transfer all or any of our rights and obligations under our Contract with you based on these Terms and Conditions at any time without your prior consent, but this will not affect your rights or obligations under these terms.
These Terms and Conditions and the Care Plan contain the entire agreement between you and us in respect of our provision of our Services to you.
If any court or competent authority decides that any part of these Terms and Conditions are invalid, unlawful or unenforceable to any extent, that part will, to that extent only, be removed but the remainder of these Terms and Conditions will still apply.
If at any time we do not insist on our strict rights under any contract between you and us based on these Terms and Conditions this will not prevent us from doing so on another occasion.
The laws of the Republic of Ireland will apply to any contract between you and us based on these Terms and Conditions.
If you want to take court proceedings, the relevant courts of the Republic of Ireland will have exclusive jurisdiction in relation to any contract between us.
Any notice or other information to be given by us under any contract between you and us based on these Terms and Conditions shall be treated as received by the other if left at or sent by certified prepaid post to the address of the recipient shown on the Order Form or to the recipient’s last known address.
All notices sent by you to us under any contract between you and us based on these Terms and Conditions must be sent to Care24 Customer Service Department at 26 Rowan Avenue, Stillorgan Business Park, Sandyford, Dublin 18, A94 P7R9 or at the email address at support@care24.ie