Who we are
Suggested text: Our website address is: https://www.nightingales.co.uk.
Comments
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Media
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Who we share your data with
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How long we retain your data
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What rights you have over your data
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Where your data is sent
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Key Terms
If you are not happy with any part of our service, you will not be charged for it (see terms and conditions). The multi-hour rate applies to visits of two consecutive hours or more.
The night carer rate applies between the hours of 10pm and 6am. The minimum visit before midnight is two hours, and after midnight is four hours.
Public and bank holidays will be charged at time-and-a-half and Christmas Day at double time.
Fees are payable by Direct Debit. (see terms and conditions).
Interest charges apply to late payment of fees (see terms and conditions).
Respite—it can be helpful for new clients to try live-in care via respite. This gives the client and family understanding of how the structure will work for a long-term commitment. As this involves additional administration costs, this will be subject to a 5% surcharge over our daily or weekly fees.
Terms and Conditions
We undertake to provide care and support to the client in accordance with their agreed care plan subject, to the following terms and conditions:
1. If the client is unhappy with any part of our service, we will not charge for it so long as we are informed within 24 hours giving the reasons why. Please follow our complaints procedure or email your concerns to the following email: homecare.manager@nightingales.co.uk. If you’re unable to email please contact our local telephone number on 020 8466 9664.
2. If a scheduled service visit is cancelled with less than 24 hours’ notice we reserve the right to charge a cancellation fee that would have been payable had the visit taken place. This is necessary as we still have to pay our staff for cancelled services if they cannot be reassigned to other clients in time.
3. We take pride in offering the highest quality staff whose recruitment and development is a major investment by Nightingales. A fee of £5,000 is therefore payable should you wish to employ a member of our staff during or in the six-months period following their employment with us.
4. Save for exceptional circumstances, our fees will increase in line with the Consumer Price Index on 1st April each year.
5. Typically, our staff are able to find free parking but, if this is not the case, any parking charges will be chargeable at cost.
6. When staff escort clients using their own vehicles, mileage charges will apply at 20p per mile.
7. Clients will be invoiced weekly or monthly, depending on the value of the care package, which are payable by Direct Debit. Any invoices not paid via Direct Debit will be subject to an additional 5% charge.
8. The client and anyone involved in arranging their care are jointly and severally responsible for all outstanding fees, which are subject to interest at 8% over Bank of England base rate, unless alternative arrangements have previously been agreed in writing.
9. We do not believe clients should have to give more than 24 hours notice, see point 2, for a service they no longer require or are unhappy with. However, we do appreciate as much warning as possible so we can arrange alternative work for our staff. If we need to give notice we will endeavour to give sufficient time for the client to make other arrangements, save in exceptional circumstances or where our fees are not being paid.
10. To ensure our service is the best it can be, we use Independent Professionals to conduct Customer Satisfaction Surveys on our behalf. If you would prefer not to be contacted by them, please advise us by email at gdpr@nightingales.co.uk
