Client Terms & Conditions

These Terms and Conditions govern the provision of nursing and home-care services by MedHome Care Services to the clients.

By agreeing, the client or their authorized representative confirms that they have read and understood these Terms and Conditions.

MedHome Care Services is committed to providing safe, respectful, professional, and client-centered care while maintaining the dignity, privacy, and independence of every client.

MedHome Care Services provides professional home-based nursing and care services according to the client's assessed needs and agreed care plan.

Before or at the beginning of care, MedHome Care Services may conduct an assessment of the client's health and care needs.

A care plan may be developed based on this assessment.

The care plan may be reviewed and changed when the client's condition or needs change. Changes may result in an adjustment of the service schedule and fees.

MedHome Care Services reserves the right to recommend hospital or specialist review when a client's condition requires care beyond the scope of home-based services.

The client has the right to receive information about the care being provided and to give or refuse consent where appropriate.

The client or authorized representative agrees to provide accurate and relevant information regarding the client's medical history, medications, allergies, previous treatments, and current health condition.

Failure to provide accurate information may affect the safety and quality of care.

The client and/or family agree to:

• Provide accurate health information.
• Cooperate with the agreed care plan.
• Provide a safe and reasonably suitable environment for care.
• Treat care staff with respect and dignity.
• Inform MedHome Care Services of changes in the client's condition.
• Inform the service provider of any infectious disease or relevant health risk where known.
• Ensure that agreed fees are paid on time.
• Provide access to the client and the agreed place of care at scheduled times.
• Avoid threatening, abusive, discriminatory, or inappropriate behavior toward staff.

MedHome Care Services will make reasonable efforts to:

• Provide competent and professional care.
• Respect the client's dignity, privacy, beliefs, and preferences.
• Maintain appropriate confidentiality.
• Follow the agreed care plan.
• Keep appropriate care records.
• Communicate significant changes in the client's condition to the client or responsible representative.
• Maintain appropriate professional boundaries.
• Refer the client for further medical assessment when necessary.

MedHome Care Services will assign suitable personnel according to the client's needs and availability.

The company may change or replace a caregiver when necessary because of illness, leave, scheduling requirements, performance concerns, or other operational reasons.

The client or family should not directly employ, privately contract, or make separate financial arrangements with MedHome Care Services staff for services provided under the company without written authorization from MedHome Care Services.

The client agrees to pay the fees communicated and agreed upon before commencement of services.

Payment should be made through the approved payment method communicated by MedHome Care Services.

Any additional services, supplies, transportation, emergency support, or extended hours not included in the original agreement may incur additional charges.

Outstanding balances may result in suspension or termination of the service.

Clients should give reasonable notice when cancelling or rescheduling a visit. Late cancellations or missed appointments may attract a fee where applicable.

Home care does not replace emergency hospital services. If the client's condition becomes serious or life-threatening, MedHome Care Services may recommend or arrange urgent referral to a health facility.

Client information and medical records will be kept confidential and only shared when necessary for care, with authorized persons, or when required by law.

Clients and families must not threaten, abuse, harass, or engage in inappropriate behaviour toward staff. Services may be stopped if the working environment becomes unsafe.

The client or family must inform MedHome Care Services of any significant change in the client's health. The care plan may be reviewed when necessary.

Either party may end the service agreement with reasonable notice. MedHome Care Services may terminate services where there is serious misconduct, non-payment, unsafe conditions, or when the client's needs exceed the services that can safely be provided at home.

Submitting a booking request through the website does not confirm an appointment. A care coordinator will contact the client to confirm availability, the schedule and any final price. Preferred dates and times are requests until confirmed.

For phone consultations booked through the website:

• The consultation fee shown at the time of the request is paid in advance by mobile money. Please pay only to the payment details provided by MedHome Care Services on the website or by our team.
• A consultation is confirmed only after the payment has been verified by MedHome Care Services and a call time has been agreed with the client. Uploading a payment screenshot does not by itself confirm payment.
• If MedHome Care Services cannot provide the consultation, the client may choose a new time or a full refund.
• The client may reschedule or cancel with at least 24 hours' notice before the confirmed call time; a cancelled consultation paid for in full will be refunded. Cancellations with less notice, or calls the client does not answer after reasonable attempts to reach them, may not be refunded, although MedHome Care Services may offer a new time.
• Refunds are paid by mobile money to the number that made the payment.
• A phone consultation provides guidance based on the information shared by the client. It does not replace an in-person examination, and the team member may recommend a home visit or hospital review.
• Phone consultations are not an emergency service. In an emergency, go to the nearest health facility.
• Payment evidence and personal details are used only to process the consultation and are handled confidentially.