Introduction

This Terms and Conditions Agreement outlines the relationship between Lilac Heart Homecare and you, the Client. By signing this Agreement, you confirm that you understand and accept all terms set out within it. Our aim is to provide a high standard of homecare that promotes independence, safety, dignity, and wellbeing. These Terms and Conditions explain the responsibilities of both parties, how services will be delivered, what you can expect from us, and how we will work together to ensure your care is provided safely, respectfully, and in accordance with the Health and Social Care Standards (Scotland).

Scope of Services

Lilac Heart Homecare provides personalised support to adults who require assistance to live safely and comfortably within their home environment. Care may involve support with personal care tasks such as washing, dressing, grooming, continence care, and mobility; assistance with hydration, meals, and dietary needs; support with medication prompts or administration (where agreed); or help with maintaining a safe and clean home through light domestic tasks and other household duties.

We also provide companionship, emotional support, and assistance to access the community, attend appointments, or maintain social connections. Every service we provide will be tailored to the individual needs identified in your Personal Plan. This plan will be developed in partnership with you (and those you wish to be involved) following a full assessment of your needs and preferences. Your plan will be reviewed regularly, and any changes in circumstances, health, or wishes will be reflected in updated versions.

Responsibilities of Lilac Heart Homecare

Lilac Heart Homecare is responsible for delivering your service safely and professionally. We ensure that all members of staff are appropriately trained, competent, and supervised, and that they meet the necessary standards required by the Care Inspectorate. All staff undergo the required background checks through Disclosure Scotland and receive continued training to maintain high standards of practice.

We commit to providing care that is respectful, compassionate, and consistent with your wishes wherever reasonably possible. Our staff will maintain professional boundaries and treat your home, belongings, and personal space with respect. We will take all reasonable steps to keep you safe, including carrying out risk assessments and responding promptly to any concerns or changes in your wellbeing. We will maintain accurate and up-to-date records relating to your care and communicate openly with you about any changes, concerns, or developments in service delivery.

We are responsible for protecting your data and ensuring that all information held about you is kept confidential, stored securely, and accessed only by authorised individuals who require the information to carry out their duties. All data protection is carried out in line with GDPR legislation and our internal policies.

Responsibilities of the Client

As a client of Lilac Heart Homecare, you have a responsibility to work with us to ensure we can deliver safe and effective care. You agree to provide accurate information regarding your health, routines, preferences, home environment, and any risks or relevant circumstances. It is important that you inform us promptly of any changes that may affect the care we provide, such as changes in health, medication, mobility, or living arrangements.

You are responsible for ensuring that staff can access your home safely and that the environment is reasonably safe for care to be delivered. This includes controlling pets where necessary, maintaining clear walkways, and ensuring that any equipment required for your care is in good working order. We ask that you treat staff with courtesy and respect at all times and allow them to carry out their work without harassment, aggression, or inappropriate behaviour.

You also agree to participate in care plan reviews when requested and follow safety guidance provided by staff, particularly in relation to moving and handling equipment or other identified risks. If you wish to make changes to visits or scheduling, you must provide notice according to the Financial Agreement. You are responsible for ensuring that all fees are paid as outlined in that agreement.

Clients’ Rights

As a client of Lilac Heart Homecare, you have the right to receive care that upholds your dignity, respects your choices, and promotes your independence. You have the right to be fully involved in decisions about your care, to receive clear information about your service, and to have your preferences listened to and reflected in your Personal Plan. Your privacy will be protected at all times, whether during personal care, within your home, or in relation to your personal data. You also have the right to access your own records and request corrections where necessary.

You are entitled to expect that the care you receive will be safe, reliable, and carried out by trained staff who treat you with kindness and professionalism. If you are ever unhappy with any part of your service, you have the right to raise concerns or make a complaint without fear of negative consequences. Complaints will be handled according to our

formal complaint’s procedure, which ensures fairness, transparency, and timely communication.

In return, you have a responsibility to communicate openly with us, to provide accurate information, and to work with our staff to maintain a safe environment for both you and them. You are expected to treat staff respectfully, to notify us of any changes in your needs, and to honour payment and cancellation requirements as agreed. Working collaboratively allows us to deliver the highest standard of care.

Fees and Payments

All details relating to service fees, invoicing schedules, payment arrangements, cancellation charges, and refund policies are outlined in a separate Financial Agreement. This Agreement must be signed before services commence. Payments must be made in accordance with the terms specified in that document. Any changes to fees will be communicated with appropriate notice and will take effect from the date stated in the notice.

Confidentiality and Data Protection

We are committed to always maintaining your confidentiality. All personal information is stored securely and accessed only by staff who require it for the purpose of delivering your care. We will not share your information with third parties unless required by law, necessary to protect you or others from harm, or with your explicit consent. Our Privacy Notice provides a detailed explanation of how your information is collected, stored, processed, and retained, in compliance with GDPR and relevant legislation.

Cancellation and Amendments

You may request amendments to your service schedule at any time by contacting the Organisation. Any cancellations or reductions in service must follow the notice period set out in the Financial Agreement. Failure to provide the required notice may result in charges. Lilac Heart Homecare reserves the right to alter or rearrange services, when necessary, for example due to staff sickness, severe weather, or urgent changes in your care needs. We will always inform you as early as possible when changes are required.

Termination of Services

Either party may terminate this Agreement by providing written notice in accordance with the terms outlined in the Financial Agreement. Lilac Heart Homecare may also terminate services if you breach the terms of this Agreement, fail to meet payment obligations, or if the behaviour of you or anyone in your home places staff at risk. Services may also end if your needs change to a level that falls outside our registration or ability to safely support you. Where termination is necessary, we will explain the reasons in writing and provide guidance on alternative options if appropriate.

Complaints and Feedback

Lilac Heart Homecare values all feedback and views complaints as an opportunity to improve our service. If you have concerns, you may raise them verbally or in writing at any time. All complaints will be acknowledged, investigated fairly, and responded to within the required timescales. If you remain dissatisfied after our investigation, you have the

right to escalate the matter to the Care Inspectorate. Full details of the complaints process are available upon request.