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Terms of Use

Last Updated: December 2025

1. About These Terms

These Terms of Use set out the agreement between Whole Healthcare Ltd. (“we”, “us”, or “our”) and you (the “Service User” or “Client”) for the provision of domiciliary care services.

By accepting our services, you agree to these terms.

2. Our Services

We provide domiciliary care services, including:

  • Personal care
  • Medication support
  • Meal preparation
  • Companionship and emotional support
  • Household tasks
  • Community access and social support
  • Respite care
  • Overnight care
  • Live-in care
  • Rehabilitation and reablement support
  • Dementia and cognitive support
  • End-of-life/palliative support
  • Support with technology

The specific services offered to you will be detailed in your individual Care Plan.

3. Assessment and Care Planning

  • We will conduct an assessment of your needs before services begin
  • We will create a Care Plan with you, outlining the support you will receive
  • Your Care Plan will be reviewed regularly and updated as your needs change
  • You have the right to be involved in all decisions about your care

4. Care Visits

  • We will agree on visit times with you and aim to arrive within the agreed time windows
  • If we need to change a visit time, we will inform you as soon as possible
  • If you need to cancel or change a visit, please give us as much notice as possible
  • We will provide consistent carers where possible

5. Our Staff

  • All our care staff are trained, DBS checked, and insured
  • Staff will wear identification badges
  • Staff will treat you with dignity, respect, and compassion
  • You have the right to request a change of carer if needed

6. Your Responsibilities

You agree to:

  • Provide accurate information about your care needs and medical conditions
  • Inform us of any changes to your health or circumstances
  • Treat our staff with respect and ensure their safety
  • Provide a safe working environment for our staff
  • Pay for services as agreed
  • Give reasonable notice if you need to cancel visits

7. Fees and Payment

  • Fees will be outlined in your service agreement
  • Payment is due weekly
  • We will invoice you regularly for services provided
  • If you have difficulty paying, please contact us to discuss options
  • We reserve the right to suspend services for non-payment after giving notice

8. Cancellations and Changes

By You:

  • You may cancel or change visits by contacting us
  • Late cancellations (less than 24 hours’ notice) may be charged
  • You may terminate services by giving [specify notice period] notice in writing

By Us:

  • We may change visit times with your agreement if operational needs require
  • We will give you notice if we need to change your regular carer
  • We may terminate services by giving a minimum of 24 hours’ notice in writing
  • We may terminate services immediately if staff safety is at risk or in cases of abuse

9. Safeguarding

  • We have a duty to protect you from harm and abuse
  • If we have concerns about your safety or wellbeing, we will take appropriate action
  • This may include reporting concerns to local authorities or other agencies

10. Complaints

  • We welcome feedback about our services
  • If you have a complaint, please contact us a Support@wholehealthcare.co.uk
  • We will investigate and respond to complaints promptly
  • You may also contact the Care Quality Commission (CQC) or Local Government Ombudsman

11. Confidentiality

  • We will keep your information confidential in accordance with our Privacy Policy
  • We will only share information when necessary for your care or required by law
  • Confidentiality agreements bind our staff

12. Insurance and Liability

  • We have appropriate public liability and professional indemnity insurance
  • We are not responsible for loss or damage to your property unless caused by our negligence
  • We are not liable for outcomes beyond our reasonable control

13. Medication

  • We can only assist with medication as specified in your Care Plan
  • Staff cannot administer medication unless appropriately trained
  • You are responsible for ensuring prescriptions are collected and available
  • We will follow safe medication handling procedures

14. Changes to These Terms

  • We may update these terms from time to time
  • We will notify you of significant changes
  • Continued use of our services means you accept the updated terms

15. Governing Law

These terms are governed by the laws of England and Wales.

16. Contact Us

If you have questions about these terms, please contact:

Whole Healthcare Ltd.
62 Kiln View, Hanley, Stoke-on-Trent, ST1 3GA
Email: Support@wholehealthcare.co.uk
Phone +44 7474 155521