People Home Care Ltd provides nursing and care support based on each patient’s individual needs. This Service Policy explains how we arrange services, coordinate care, and work with patients and families.
1. Services Covered
This policy applies to:
Nursing Home Care
Hospital Nursing Care
Postoperative Nursing Care
Stroke and Paralysis Care
Bedridden Patient Care
Elderly Nursing Care
Newborn and Pediatric Nursing Care
Pregnancy and Postnatal Care
Diabetes and Chronic Disease Care
Wound Dressing, Injection and IV Fluid Services
Palliative and End-of-Life Care
24/7 Emergency and On-Call Nursing Care
The tasks included in a booking are confirmed before services begin.
2. Service Requests and Confirmation
You may request services through the official contact options on our website.
We review the patient’s care requirements, location, preferred schedule, and staffing needs before accepting a booking. Services are subject to availability and suitability for the patient’s condition.
Before confirmation, we explain the service scope, schedule, charges, payment arrangements, and cancellation conditions. An enquiry alone does not confirm a booking.
3. Patient Assessment and Care Planning
To arrange appropriate support, we may request relevant information about the patient’s health, mobility, medication, allergies, and medical instructions.
The care plan identifies the assistance required, agreed tasks, and any necessary equipment or supplies. Patients and families should inform us promptly when care needs change.
If the patient needs support beyond the agreed service, we will discuss a revised arrangement or recommend an appropriate healthcare provider.
4. Consent, Dignity, and Choice
We respect each patient’s dignity, privacy, preferences, and participation in care decisions.
Care requires consent from the patient or an appropriately authorized representative. For children, consent must come from a parent or legal guardian.
Patients may raise concerns or decline a particular care activity. Our personnel will explain any implications and discuss the matter with the appropriate contact or healthcare professional.
5. Professional Scope
Personnel are assigned according to the agreed tasks and the qualifications required to perform them.
Nursing procedures must be carried out by appropriately qualified and authorized personnel. Caregivers provide assistance within their role and must not perform procedures outside their competence.
Our services support prescribed treatment and daily care. Diagnosis, prescribing, and changes to treatment remain the responsibility of appropriately authorized healthcare professionals.
6. Clinical Procedures and Medication
Wound care, injections, IV fluids, and other clinical procedures require appropriate medical instructions and assessment.
Personnel will follow the prescribed care plan and may pause a task when instructions are unclear, essential supplies are unavailable, or proceeding would be unsafe.
Please provide accurate prescriptions and relevant information about allergies or previous reactions. Medication doses or treatment instructions must not be changed without authorization from the treating healthcare professional.
7. Service Hours and Attendance
Visit times, shift duration, and the period of service are agreed during booking.
Requests for additional hours, overnight support, or extended care must be confirmed with us. Additional charges may apply and will be explained before agreement.
If attendance is delayed or an assigned person becomes unavailable, we will notify the designated contact and discuss suitable arrangements.
8. Staff Assignment and Replacement
We assign personnel based on care requirements and availability. A particular individual is guaranteed only when expressly confirmed.
Patients and families may report concerns or request a replacement. We will review the request and discuss available options while considering continuity of care.
Where personnel change, relevant care information will be handed over to the authorized replacement.
9. Home Care Environment
Families should provide reasonable access to the patient and a suitable place for agreed care activities.
Required medication, supplies, equipment, and relevant medical instructions should be available as arranged. Any known safety concerns should be disclosed before the service begins.
Personnel must be treated respectfully. Harassment, violence, or unsafe working conditions may require services to be paused while suitable arrangements are discussed.
General household duties are included only when specifically agreed.
10. Hospital Nursing Care
Services provided in hospitals are subject to hospital permission, policies, infection-control requirements, and clinical instructions.
Please confirm that the hospital permits additional private nursing personnel. Our staff will coordinate their agreed duties with the hospital team.
11. Emergency and On-Call Support
Requests for nursing support may be made at any time. Attendance depends on the patient’s needs, location, transport conditions, and staff availability.
On-call support does not guarantee immediate attendance or replace an ambulance or emergency department.
For a serious or life-threatening emergency, seek immediate emergency medical assistance. Personnel may contact emergency responders or recommend hospital transfer when necessary.
12. Communication and Care Records
A designated contact person should be available for scheduling, care updates, and urgent coordination.
We maintain records appropriate to the services provided and communicate relevant observations or concerns to authorized people. Confidential patient information is handled according to our Privacy Policy.
Permission to receive updates must be confirmed; family relationships alone do not automatically authorize access to patient records.
13. Charges, Supplies, and Equipment
Service charges and payment arrangements are explained before booking.
We clarify whether medication, consumables, transport, or equipment are included. Additional purchases or services require agreement before charges are incurred.
Please make payments through our approved channels and retain your payment acknowledgment.
14. Changes, Cancellations, and Refunds
Notify us promptly if you need to change the schedule, location, or care requirements.
Changes depend on suitability and availability. Cancellations and refunds are handled according to the arrangements accepted at booking and our Refund Policy.
15. Pausing or Ending Services
Services may need to be paused or ended if the patient requires a higher level of care, essential instructions are missing, or the care environment is unsafe.
Where reasonably possible, we will explain the concern, discuss options, and arrange an appropriate handover. Immediate safety concerns may require prompt action.
You may also end services according to the cancellation arrangements agreed for your booking.
16. Feedback and Complaints
We welcome feedback from patients and families.
Please contact us through our official channels with your booking details and a description of any concern. We will review the issue, discuss the findings, and explain the proposed resolution.
17. Related Policies
This Service Policy should be read alongside our Terms and Conditions, Privacy Policy, Refund Policy, and the details confirmed for your booking.
Material changes to an existing confirmed service will be discussed and agreed with you.
18. Contact Us
For service requests, scheduling changes, or care concerns, contact People Home Care Ltd through our website:
Website: https://peoplehomecare.com.bd
