Terms of Care

1. About These Terms

These Terms of Care ("Terms") apply to the care and support services provided by Nurse On Duty ("Nurse On Duty," "we," "us," or "our") to clients ("Client," "you," or "your").

Nurse On Duty provides home care and nursing-related services in Calgary and surrounding communities, including Airdrie, Chestermere, Okotoks, and Strathmore.

These Terms provide general information about our services and the responsibilities of Nurse On Duty and its clients. Specific services, rates, schedules, care requirements, and other arrangements may be set out in a separate service agreement or care plan.

By requesting or receiving services from Nurse On Duty, you acknowledge these Terms.

2. Our Services

Depending on your individual needs and the availability of appropriately qualified staff, Nurse On Duty may provide services including:

• Home care and personal support
• Senior companionship
• Dementia care
• Respite care
• Palliative care
• Medication assistance or management
• Foot care
• Wound care
• Assistance with activities of daily living
• Mobility and transfer assistance
• Nursing services
• Hospital or facility support
• Other agreed-upon care services

Not every service is appropriate for every client. Services are provided based on the client's assessed needs, care plan, the qualifications of assigned personnel, and Nurse On Duty's ability to safely provide the requested service.

3. Care Assessment

Before services begin, Nurse On Duty may conduct an intake, consultation, or care assessment to understand the client's needs.

Clients or their authorized representatives are responsible for providing accurate and complete information relevant to the client's care, including information about health conditions, medications, mobility, allergies, safety concerns, and other circumstances that may affect the delivery of care.

A care plan may be developed based on this information and may be updated as the client's needs change.

4. Changes in Care Needs

Clients or their authorized representatives should notify Nurse On Duty as soon as reasonably possible if there is a significant change in the client's condition or care requirements.

This may include hospitalization, falls, changes in mobility, medication changes, new health conditions, behavioural changes, or other circumstances that may affect the client's safety or care.

Nurse On Duty may reassess the client's needs and modify the care plan or recommend additional or alternative services when necessary.

5. Emergency Situations

Nurse On Duty is not an emergency medical service.

If a client experiences a medical emergency, call 911 or the appropriate emergency service immediately.

Nurse On Duty caregivers may assist with contacting emergency services when appropriate, but our services do not replace emergency medical treatment, hospitalization, physician services, or other specialized medical care.

6. Caregivers and Staffing

Nurse On Duty assigns caregivers and healthcare professionals based on the client's needs, care plan, qualifications, availability, and scheduling requirements.

We make reasonable efforts to provide continuity of care. However, a specific caregiver cannot be guaranteed for every visit.

Caregivers may change because of illness, vacation, scheduling requirements, emergencies, staffing availability, or other circumstances.

7. Safe and Respectful Environment

Nurse On Duty is committed to providing care in a manner that respects the dignity, privacy, safety, and well-being of our clients.

Clients, family members, caregivers, and other individuals present during care are expected to treat Nurse On Duty staff respectfully.

Nurse On Duty does not tolerate violence, threats, harassment, abuse, discrimination, intimidation, or other unsafe behaviour.

If a care environment becomes unsafe, Nurse On Duty may suspend or discontinue services until appropriate safety measures are in place.

8. Client Responsibilities

Clients and their authorized representatives are expected to:

• Provide accurate information about the client's care needs
• Inform Nurse On Duty of significant changes in the client's condition
• Provide accurate medication and health information
• Provide access to the agreed care location
• Maintain a reasonably safe care environment
• Provide required equipment or supplies when applicable
• Treat caregivers and staff respectfully
• Notify Nurse On Duty of scheduling changes as soon as possible
• Provide current emergency contact information
• Make payments when due
• Inform Nurse On Duty about known safety hazards, pets, or other circumstances that may affect caregiver safety

9. Medication and Health-Related Services

Medication assistance, medication management, wound care, nursing services, and other health-related services are provided only within the scope of the assigned caregiver's or healthcare professional's qualifications, authorization, and applicable care plan.

Nurse On Duty does not prescribe medications or independently change a physician's or other healthcare professional's instructions.

Clients or their authorized representatives are responsible for providing accurate and current information about medications and health conditions.

10. Scheduling and Cancellations

Services are scheduled according to the client's care needs, agreed service arrangements, and caregiver availability.

Clients should provide reasonable notice when cancelling or changing a scheduled visit.

Any applicable cancellation fees, minimum service requirements, rates, or notice periods will be communicated to the client before services begin or included in the applicable service agreement.

11. Fees and Payment

Service rates depend on the type of service, duration, timing, caregiver qualifications, and other agreed requirements.

Applicable rates and payment terms will be communicated to the client or responsible party before services begin.

The client or responsible party is responsible for payment unless another arrangement has been agreed to in writing.

Nurse On Duty may use electronic systems for scheduling, invoicing, billing, and payment administration.

12. AlayaCare

Nurse On Duty uses AlayaCare as part of its care-management and workforce-management systems.

AlayaCare may be used for functions such as:

• Client information management
• Scheduling
• Workforce management
• Care documentation
• Visit information
• Billing and invoicing
• Care coordination
• Related administrative functions

Client information is handled in accordance with Nurse On Duty's privacy obligations and applicable privacy laws.

For more information about how we collect, use, protect, and disclose personal information, please review our Privacy Policy.

13. Privacy and Confidentiality

Nurse On Duty respects the privacy and confidentiality of its clients.

Personal and health information is collected, used, stored, and disclosed in accordance with applicable privacy laws and our Privacy Policy.

Information may be shared with authorized family members, representatives, healthcare professionals, service providers, or other parties where permitted or required by law or with appropriate consent.

Please review our Privacy Policy for more information.

14. Client Records

Nurse On Duty maintains records necessary to provide, coordinate, document, and administer care and services.

These records may include care assessments, care plans, visit information, service notes, medication-related information, communications, billing information, and other information necessary for the provision and administration of services.

Records may be maintained electronically through systems such as AlayaCare.

15. Service Limitations

Nurse On Duty provides services within the scope of the agreed care plan and the qualifications of assigned personnel.

We may decline, modify, or discontinue a requested service when:

• The service falls outside the applicable scope of practice
• The client's needs exceed the services we can safely provide
• Required equipment is unavailable
• The care environment presents an unreasonable safety risk
• The client's condition has significantly changed
• Appropriate staffing is unavailable
• The requested service would conflict with applicable law or professional requirements

Where appropriate, we may recommend that the client seek assistance from a physician, hospital, emergency service, Alberta Health Services, or another qualified healthcare provider.

16. Services in Hospitals and Care Facilities

Nurse On Duty may provide agreed services in hospitals, nursing homes, long-term care facilities, assisted living facilities, or other locations.

When services are provided in a third-party facility, Nurse On Duty personnel may be required to follow the facility's applicable policies and procedures.

Nurse On Duty's services do not replace the responsibilities or clinical services provided by the facility or its healthcare team.

17. Suspension or Termination of Services

Nurse On Duty or the client may end services in accordance with any applicable service agreement.

Nurse On Duty may suspend or discontinue services when reasonably necessary due to circumstances including:

• Safety concerns
• Violence, threats, harassment, or abuse
• Unsafe living or care conditions
• Non-payment
• Materially inaccurate information about the client's care needs
• Care requirements exceeding our available services or qualifications
• Repeated missed visits or cancellations
• Other circumstances that make continued services unreasonable or unsafe

Where appropriate, Nurse On Duty will provide reasonable notice and discuss available alternatives.

18. Personal Belongings and Valuables

Clients are encouraged to secure valuable personal property, cash, jewelry, financial documents, and other valuables.

Nurse On Duty is not responsible for loss or damage to personal property except where such loss or damage results from Nurse On Duty's negligence or other legal responsibility.

19. Website and Lead Inquiries

The Nurse On Duty website is primarily intended to provide information about our services and allow prospective clients, family members, caregivers, and other individuals to contact us.

Submitting an inquiry through our website does not automatically create a client-provider relationship or guarantee that services will be available.

A care relationship begins only after Nurse On Duty has completed the appropriate intake and assessment process and confirmed the services and arrangements with the client or authorized representative.

Please do not submit detailed medical records or highly sensitive health information through a general website contact form unless specifically requested by Nurse On Duty.

20. No Emergency or Medical Advice Through the Website

Information provided on the Nurse On Duty website is for general informational purposes and is not a substitute for professional medical advice, diagnosis, treatment, or emergency care.

If you are experiencing a medical emergency, call 911 or seek immediate medical attention.

Contacting Nurse On Duty through the website does not create an emergency response service or guarantee an immediate response.

21. Privacy Policy

Our collection, use, disclosure, and protection of personal information are governed by our Privacy Policy.

By using our website or providing information to Nurse On Duty, you acknowledge that you have had an opportunity to review our Privacy Policy.

22. Changes to These Terms

Nurse On Duty may update these Terms from time to time to reflect changes in our services, business practices, technology, or applicable legal requirements.

The current version will be posted on our website with the applicable "Last updated" date.

Specific client agreements, care plans, pricing arrangements, or other written agreements may contain additional terms applicable to individual services.

23. Governing Law

These Terms are governed by the laws of the Province of Alberta and the applicable laws of Canada.

Nothing in these Terms is intended to limit or waive any rights or protections that cannot legally be limited or waived under applicable law.

24. Contact Us

If you have questions about these Terms of Care or Nurse On Duty's services, please contact us: