Terms of service

These Terms of Service govern the care and support provided by Primrose Homecare Services Ltd.

1. Our Commitment to Care We provide person-centred domiciliary care for adults (18+), including specialised dementia and palliative support. Our mission is to serve our community with a personal touch, treating every client like family.

2. Service Provision and Assessments

  • Assessments: Before care begins, a senior staff member will conduct a thorough needs assessment to ensure our service is suitable. In emergencies, an initial 72-hour assessment may be used before a full review.

  • Minimum Visit Length: We maintain a strict minimum 30-minute visit policy to ensure quality care and prevent "flying visits".

  • Care Plans: A personalised care plan will be kept in your home for staff to access.

3. Staffing and Identification

  • ID and Reassurance: All staff carry ID badges and are registered with Social Care Wales. Clients receive a "Meet the Team" handbook with photos and bios of their core care group for added security.

  • Professional Boundaries: Staff are instructed to refuse any gifts or money to avoid embarrassment or conflict of interest.

4. Fees, Contracts, and Payment

  • Private Care: Fees are discussed during the initial assessment and agreed upon in writing before service commences.

  • Council Funding: For those funded via Powys County Council, fees are agreed between the provider and the Local Authority.

  • Invoicing: Business-related invoices (such as website maintenance or domain fees mentioned in our setup) will be sent via email.

5. Operational Hours and Emergency Contact

  • Office Hours: Our office is open Monday to Friday, 9:00 a.m. to 5:00 p.m.

  • Out-of-Hours Support: We provide a dedicated mobile number (07572 305301) for 24-hour reassurance between 5:00 p.m. and 9:00 a.m.

6. Termination and Withdrawal of Service While we strive for longevity in our care relationships, we reserve the right to withdraw services as a last resort if:

  • Staff are subjected to an unsafe environment or abuse.

  • Fees remain unpaid (for private service users).

  • We can no longer safely meet the client's assessed needs.

7. Feedback and Complaints We welcome all feedback. Complaints should be directed to our Complaints Lead, Mandy Fowkes. We aim to provide an initial response within 5 working days and a final reply within 28 days.