Our Terms & Conditions of Care
Introduction
This document contains the full terms and conditions of how we will provide care to your loved one.
In the spirit of openness and transparency, we have highlighted on the following pages what we see as the key terms and how they directly affect you.
If you have any queries, please feel free to contact us for clarification on the matter.
Once again, we sincerely thank you for choosing E-Tiba and are looking forward to helping make a positive difference in your health outcome.
Yours sincerely,
Loise W. Ngugi,
Chief Executive Officer.
Question / Issue | Explanation |
1 Why do I need to sign this agreement? | We want you to know how we work and for there to be “no surprises”. This document puts in writing how we will work together. Please note that if you are signing this agreement on behalf of the Customer, then you will become responsible for paying the fees for our Services. |
2 Complaints and Disputes – How does this work? | We want you to be happy with the service we provide to you and your loved one. In the event something goes wrong or is not to your liking, please contact our Management etibahealthcare@gmail.com 0783119121 |
3 What else do I the Customer need to provide? | We require that our Staff are provided with: • Rest period in between services or procedures. • A comfortable chair • Bathroom for basic hygiene of the nurse • Provision of Food and Water for their well being |
4 Personal Data – What will you use my information for? | Your information is personal to you and we will keep it safe and confidential at all times. We will never share or sell your information outside of E-Tiba unless you give us explicit permission to do so (or it is a legal requirement for us to do so). Caregivers will write handwritten notes which will be uploaded to our health record systems. This is property of E-Tiba and will not be shared to the public unless you give us permission to do so or it is a legal requirement to disclose the information. |
5 What if I want to cancel? | If you do so, you will be required to give a 48-hour notice. We will charge fees for the days during which the Services were delivered. |
OUR AGREEMENT WITH YOU
- When you request our services, you automatically become our customer. It is important to understand that, in consideration for us providing the Services, you acknowledge and agree to pay our fees in accordance with the payment Terms. You agree that your obligation to pay our fees is a primary obligation.
- These Terms will become binding on you and us, and the Care Agreement will come into existence when you explicitly request that we begin to supply the Services to you.
- The advertising and marketing materials in our catalogs or brochures or on our website are produced for the sole purpose of giving an approximate idea of the general services we can make available, listed by category type. These are provided for illustrative purposes only and do not form part of the Care Agreement we have with you.
- The Care Agreement will come to an automatic end in the event of the patient’s passing away and we will charge for those Services provided till then.
PROVIDING THE SERVICES
- We will provide the Services to you with reasonable care and skill and in accordance with the dates set out in the plan.
- If you ask the Practitioner/Caregiver to leave early, you will still be charged for the whole of the planned visit or shift.
- Due to the nature of the Services, you will need to provide us and the Practitioner/Caregiver with access to your home to provide the Services and to assess the Practitioner/Caregiver’s performance.
THE PRACTITIONER/CAREGIVER
Terms applicable to both 12 HOUR and 24 HOUR CARE
- We will ensure we have appropriately vetted your Practitioner/Caregiver before the Services begin.
- You must treat the Practitioner/Caregiver with respect and dignity. Any failure to do so will be a significant breach by you of the Care Agreement and allow us to terminate with immediate effect.
- If you ask the Practitioner/Caregiver to use your telephone or internet connection or agree to such use, or the Practitioner/Caregiver must use them in an emergency, we will not be responsible for any costs incurred.
- You will provide food and water for the Practitioner/Caregiver whilst they are providing the Services in your home. You must take into consideration any reasonable dietary requirements of the Practitioner/Caregiver, which we will notify you.
- You must provide and maintain any equipment necessary to deliver the Services.
- You must provide a comfortable chair for the Practitioner/Caregiver and access to a bathroom and toilet facilities and you must respect the Practitioner/Caregiver’s privacy and the personal nature of their property.
- Our Practitioner/Caregivers must receive proper rest between providing the Services.
- The Practitioner/Caregiver should be able to achieve sufficient rest during each 24 hour period which will be documented in the Plan.
OUR RIGHT TO SUSPEND THE SERVICES OR CANCEL THE CARE AGREEMENT
- We may suspend the Services if you fail to pay our invoice in full within 14 days.
- We may cancel the Care Agreement at any time with immediate effect by giving you written notice if:
- we reasonably believe there a significant risk of harm to the Practitioner/Caregiver;
- you have failed to settle any outstanding invoice within seven days of our written reminder
- you breach the Care Agreement in any other material way. Such circumstances would include;
- refusing us and/or the Practitioner/Caregiver access to your property to deliver the Services;
- failure to provide us with accurate and sufficiently detailed information about your needs, requirements or health;
- physically or verbally abusing the Practitioner/Caregiver; or d. sexual or racial harassment, extreme alcohol consumption,
unreasonable behavior or requests that the Practitioner/Caregiver undertake unreasonable or illegal activities.
CONFIDENTIALITY AND YOUR PERSONAL DATA
- We will need certain information from you to provide the Services. If you do not, after being asked by us, provide us with this information, or you provide us with incomplete or incorrect information, we may not be able to provide the Services to you. In such circumstances, we may suspend the Services or terminate the Care Agreement.
- We will hold information about your contact details, health, and physical or mental wellbeing. We will never sell your personal data.
- We will respect your privacy and confidentiality and will only use your personal information as set out in our Privacy Policy. Our Privacy Policy explains what data we collect, how and why we use that data, as well as
letting you know whether we will need to share your data with other parties (for example doctors).
- You agree that we may disclose personal data (including sensitive personal data) about the Practitioner/Caregiver to you and that such information is strictly confidential. You also agree that you will not share, either directly or indirectly, such information to any other person, company or firm for any reason unless such disclosure is required by law.
Address: P.O Box 1681-00620, GPO Nairobi
Kasarani, D.O. Office, Mwiki Rd.
Email: etibahealthcare@gmail.com
Phone: 0783 119 121