Service Agreement

1. Service Overview

Tailored Care Solutions provides comprehensive home care consultation services designed to connect families with exceptional caregivers. Our services include:

1.1 Assessment & Planning

• In-home care needs assessment
• Personalized care plan development
• Family consultation and guidance
• Care goal establishment and monitoring

1.2 Caregiver Matching

• Comprehensive caregiver screening
• Skills and personality matching
• Background checks and reference verification
• Interview coordination and facilitation

1.3 Ongoing Support

• 24/7 care coordination hotline
• Regular quality assurance check-ins
• Care plan adjustments as needed
• Emergency replacement services

2. Service Levels & Pricing

Service Package	What's Included	Monthly Fee
Essential Care	Basic assessment, caregiver matching, placement	$299
Premium Care	Comprehensive assessment, matching, 24/7 support	$499
Concierge Care	Full-service including backup care, family coordination	$799

*Caregiver hourly rates are separate and paid directly to care providers

3. Our Commitment to Quality

3.1 Screening Process

1. Application Review: Credentials and experience verification
2. Background Checks: Criminal record and vulnerable sector screening
3. Reference Verification: Minimum 3 professional references
4. Skills Assessment: Practical and theoretical evaluation
5. Interview Process: Personality and cultural fit assessment
6. Ongoing Monitoring: Regular performance reviews and client feedback

4. Client Responsibilities

4.1 Information Sharing

Clients agree to provide:

• Complete and accurate health information
• Details about care preferences and requirements
• Emergency contact information
• Updates about changing care needs

4.2 Home Environment

Clients are responsible for:

• Maintaining a safe work environment for caregivers
• Providing necessary supplies and equipment
• Clear communication about household rules and expectations
• Respectful treatment of all care staff

4.3 Payment Obligations

• Consultation fees paid monthly in advance
• Caregiver wages paid directly to care provider
• Prompt notification of any billing issues

5. Service Standards & Response Times

6. Quality Assurance

6.1 Regular Monitoring

We conduct:

• Weekly check-ins during the first month
• Bi-weekly check-ins for the following 2 months
• Monthly check-ins for ongoing services
• Quarterly care plan reviews

6.2 Feedback System

• Anonymous feedback options available
• Regular satisfaction surveys
• Open communication channels with care coordinators
• Prompt resolution of any concerns

7. Cancellation and Refund Policy

7.1 Service Cancellation

• 48-hour notice required for routine cancellations
• Immediate cancellation available for safety concerns
• No cancellation fees for services not yet commenced

7.2 Refund Policy

• Pro-rated refunds for unused consultation time
• Full refund if satisfactory caregiver match is not found within 30 days
• No refunds for caregiver wages or direct care costs

8. Emergency Procedures

8.1 Medical Emergencies

Call 911 immediately for any medical emergency.

Our 24/7 hotline: (416) 599-9910 is for care coordination emergencies only.

8.2 Care Emergencies

• Caregiver no-shows or cancellations
• Immediate replacement needs
• Care quality concerns
• Safety or security issues