Service Partner Policy

This policy outlines the terms, responsibilities, and professional standards for home healthcare agencies partnering with Thomas Care Group to provide nursing services. By entering into this partnership, both parties agree to follow the guidelines below to maintain quality care, protect client privacy, and ensure smooth coordination.

1. Confidentiality

Partner agencies and their nurses must protect confidential information relating to clients, families, and Thomas Care Group. All communication regarding services, payments, and agreements must take place through the authorised channels agreed upon with Thomas Care Group. Client information must never be shared with unauthorised individuals.

2. Payment Structure

Thomas Care Group will pay partner agencies according to the agreed contractual terms after receiving the corresponding payment from the client, where applicable. Any payment discrepancies or concerns must be reported promptly so they can be reviewed and resolved.

3. Professional Conduct

Partner agencies and their nurses must maintain high standards of professionalism, honesty, and ethical conduct. Nurses are expected to treat every client and family member with dignity, respect, patience, and compassion.

4. Incident Reporting

Any concern, incident, change in a client's condition, or issue arising during care must be reported promptly to Thomas Care Group through the designated communication channel. Nurses must follow applicable emergency procedures and seek urgent medical assistance when necessary. Client safety must always come first.

5. Continuity of Service

Partner agencies must ensure that nursing services are provided according to the agreed schedule. Any planned changes, cancellations, or replacement arrangements must be communicated to Thomas Care Group as early as possible and approved where required. Unexpected emergencies must be reported immediately.

6. Uniform and Identification

Nurses must wear the designated uniform, where applicable, and carry valid identification while attending clients. This helps families identify authorised care personnel and supports a professional, trustworthy service.

7. Patient Privacy and Data Protection

All client information, medical records, and personal details must be handled securely and shared only when authorised and necessary for care. Partner agencies and nurses must comply with applicable privacy and data protection requirements. Any suspected breach must be reported immediately and may result in corrective action or termination of the partnership.

8. No Unauthorised Direct Agreements

Partner agencies and their nurses must not bypass Thomas Care Group to establish unauthorised service or payment arrangements with clients introduced through the partnership. All services and billing arrangements must follow the agreed partnership terms. Any exceptions require prior written approval from Thomas Care Group.

9. Nurse Qualifications and Experience

Partner agencies must ensure that every nurse assigned to a client has the qualifications, registration, and experience required for the role. Depending on the position and applicable requirements, accepted qualifications may include:

• B.Sc. Nursing – Bachelor of Science in Nursing

• M.Sc. Nursing – Master of Science in Nursing

• DGNM – Diploma in General Nursing and Midwifery

• Diploma in Nursing Assistant, where appropriate for the assigned role

Nurses must have at least three years of relevant professional experience, unless a different requirement is agreed upon in writing. Partner agencies are responsible for verifying qualifications, credentials, and relevant experience before assigning personnel.

10. Payment Schedule

Payments to partner agencies will be processed between the 2nd and 5th of each month, subject to the agreed payment terms and completion of any required documentation. Payments may occasionally be credited earlier. Any delays or discrepancies should be reported promptly to Thomas Care Group for clarification.

11. Referral Partner Eligibility and Standards

Partner agencies must maintain a verified business identity, appropriate credentials, and a clear understanding of home healthcare services. All referrals must be made honestly and professionally, with the client's needs and best interests as the priority. Partners must not make misleading claims or promise services, pricing, or outcomes without authorisation.

Agreement and Compliance

By entering into or continuing this partnership, both parties acknowledge their responsibility to follow this policy and any separately agreed contractual terms. Thomas Care Group may review, suspend, or terminate a partnership in cases of serious misconduct, confidentiality breaches, repeated non-compliance, or other material violations, subject to the applicable agreement and law.

Thomas Care Group
Working together to deliver dependable, professional care at home.