Purpose of the agreement
The Services Agreement sets out the main terms under which Mark Care LTD provides home care, private nursing or care support services. Its purpose is to make the agreed care arrangements clear for the client, their family or representative, and Mark Care LTD.
The agreement should be read together with the individual care plan, risk assessments, privacy information and any other documents provided as part of the care arrangement.
Service scope
The agreement should describe the type of care or support to be provided, the agreed visit schedule, service location, expected outcomes and any specific requirements identified during assessment.
Care services may include personal care, companionship, medication support, mobility support, private nursing, meal support, welfare checks or other agreed assistance, depending on the person's needs and the scope confirmed by Mark Care LTD.
Assessment and care planning
Before services begin, Mark Care LTD may carry out an assessment to understand the person's needs, preferences, risks, health conditions, mobility, medication requirements and home environment.
Care arrangements may need to be reviewed or adjusted if the person's needs change, if new risks are identified, or if the current service is no longer suitable or safe.
Responsibilities of Mark Care LTD
Mark Care LTD will aim to provide services safely, respectfully and in line with the agreed care plan. We will communicate relevant updates, maintain appropriate care records and respond to concerns in a professional manner.
Where staff are involved in service delivery, they are expected to follow appropriate procedures, maintain confidentiality and report concerns where required.
Responsibilities of the client and representatives
The client, family members or representatives should provide accurate and up-to-date information that may affect care delivery. This includes health conditions, medication, mobility, access arrangements, emergency contacts, risks within the home and any relevant changes in circumstances.
Clients and representatives should also help maintain a safe working environment for care staff and communicate any concerns, cancellations or changes as soon as reasonably possible.
Client information and updates
It is important that all information provided to Mark Care LTD is accurate and kept up to date. Changes in health, medication, hospital admissions, mobility, behaviour, home access, emergency contacts or safeguarding concerns should be reported promptly.
Failure to provide accurate information may affect our ability to deliver safe and appropriate care.
Fees and payment terms
Fees, payment frequency, invoice timing, accepted payment methods and any additional charges should be clearly stated in the individual service agreement or quotation.
Additional charges may apply where extra visits, extended visit times, short-notice requests, bank holiday services, specialist support or additional travel requirements are agreed.
Cancellations and changes to visits
The agreement should explain how cancellations, missed visits, short-notice changes and temporary pauses in care will be handled.
Clients or representatives should give as much notice as possible when requesting changes. Short-notice cancellations may still be chargeable where staff time has already been allocated or where notice falls outside the agreed cancellation period.
Access to the property
Where care is provided in a person's home, suitable access arrangements must be agreed before services begin. This may include keysafe information, entry instructions, nominated contacts or other agreed access methods.
Access information must be kept accurate and secure. If care staff are unable to gain access at the agreed time, Mark Care LTD may need to follow welfare check procedures and contact the nominated representative or emergency services where appropriate.
Medication and clinical responsibilities
Where medication support or nursing care is agreed, this must be clearly documented within the care plan and provided only within the agreed scope of service and staff competency.
Clients, families or representatives must inform Mark Care LTD promptly of any medication changes, hospital discharge instructions, GP updates or changes in clinical needs.
Safeguarding and safety
Safeguarding concerns will be treated seriously and handled in line with Mark Care LTD's safeguarding procedures and relevant local authority reporting routes.
If there is an immediate risk to health, safety or welfare, emergency services should be contacted first. Mark Care LTD may share information with appropriate professionals or authorities where necessary to protect someone from harm.
Confidentiality and data protection
Personal information will be handled carefully and in line with applicable UK data protection laws. Information will only be shared where it is necessary, lawful and appropriate, including for care delivery, safeguarding, legal obligations, emergency situations or service administration.
More information about how personal data is used is available in our Privacy Policy.
Complaints and concerns
Clients, families and representatives are encouraged to raise concerns as soon as possible so they can be reviewed and addressed appropriately.
Complaints will be handled in line with Mark Care LTD's complaints procedure. Where required, concerns may also be escalated to relevant external bodies such as local authorities, safeguarding teams or regulators.
Ending or changing the service
The agreement should explain how either party may request changes to the service or bring the care arrangement to an end. Notice periods, final invoices, return of property and handover arrangements should be clearly documented.
Mark Care LTD may need to suspend, amend or end services where care can no longer be delivered safely, where required information is not provided, where the home environment is unsafe, or where there is a serious breach of the agreed terms.
Contact
For questions about service terms, care arrangements or documents provided by Mark Care LTD, please contact us using the details on this website.