Terms of Use

Last Updated: 18th December 2025

Policy Statement

Gilgal Home Care & Training Services is committed to delivering high-quality, person-centred domiciliary care, rehabilitation and training services within Yenagoa, Bayelsa State. This policy sets out the standards, expectations and responsibilities governing the provision of our services.

Purpose of the Policy

This policy outlines:

• The responsibilities of Gilgal Home Care
• The responsibilities of clients and families
• The terms of service delivery, payment and conduct
• Legal and safeguarding requirements
• Governance and operational standards

This policy is intended to promote transparency, safety, dignity and accountability.

Scope

This policy applies to:

• All clients receiving home care, discharge support or rehabilitation services
• All trainees enrolled in Gilgal Training Academy
• All care workers, administrative staff, and contracted professionals
• Families and representatives acting on behalf of service users

Service Provision

Gilgal provides the following regulated and non-regulated services:

• Domiciliary home support (daytime & overnight)
• Hospital discharge care
• Rehabilitation services: physiotherapy, occupational therapy & functional recovery
• Mobility and equipment support
• Personal care, companionship and household assistance
• Caregiver and HCA training through Gilgal Training Academy

All services are subject to assessment and availability of staff.

Assessment and Care Planning Policy

• Every new client must undergo a comprehensive assessment by a trained social worker or assessor.
• A personalised Care Plan will be developed and agreed with the client or representative.
• Care Plans will be reviewed at least every 3 months or when needs change.
• Risk assessments must be completed before service commencement.

Staff Conduct and Professional Standards Policy

Gilgal staff must:

• Uphold dignity, respect and confidentiality at all times
• Wear identity badges during service delivery
• Adhere to professional boundaries
• Follow safeguarding and whistleblowing procedures
• Avoid accepting gifts or money from clients
• Avoid personal relationships with service users
• Report concerns immediately to a supervisor

Clients must treat staff with respect and provide a safe working environment.

Payment, Billing and Refund Policy

• Fees for services will be communicated prior to commencement.
• Payments must be made in advance unless a written agreement states otherwise.
• Late payments may lead to suspension of services.
• Refunds will be handled on a case-by-case basis, depending on care already delivered.
• Pricing may vary based on care intensity, time of day, public holidays or specialist care needs.

Cancellation and Rescheduling Policy

• Clients must provide 24 hours’ notice to cancel or alter scheduled visits.
• Cancellations made with less than 24 hours’ notice may attract a 50% charge.
• Gilgal may reschedule care staff when necessary to maintain service quality.

Medication Support Policy

Gilgal carers:

• May assist with medication only as documented in the Care Plan
• Cannot administer injections or prescribe medication
• Must not alter dosages or administer drugs without labels

It is the client’s responsibility to ensure all medications are properly labelled and stored.

Health, Safety & Environment Policy

Clients must provide:

• A safe and hazard-free home environment
• Functional utilities (water, electricity, ventilation)
• Basic hygiene supplies and care materials

Gilgal reserves the right to withdraw services if conditions pose a risk to staff or the client.

Safeguarding & Abuse Prevention Policy

Gilgal maintains a zero-tolerance approach to:

• Physical, emotional, sexual or financial abuse
• Neglect, exploitation or discrimination

All staff must follow safeguarding reporting procedures.
Gilgal will escalate serious concerns to authorities where required.

Confidentiality & Data Protection Policy

• All client information is confidential and stored securely.
• Data will be used only for care delivery or legally required purposes.
• Gilgal complies with Nigerian Data Protection Regulation (NDPR).
• Personal data will not be shared without consent except for safeguarding or emergencies.

Emergency Response Policy

In emergencies, carers may:

• Contact emergency services
• Notify the next of kin
• Provide first aid within their training level

Gilgal is not liable for outcomes outside its control.

Training Academy Policy

For trainees enrolled in Gilgal Training Academy:

• Attendance and participation are mandatory
• Full training is provided for successful applicants
• Certification is based on competence and assessment performance
• Training materials remain the property of Gilgal unless otherwise stated

Liability Policy

Gilgal is not responsible for:

• Loss or damage to personal items unless staff negligence is proven
• Outcomes of medical conditions not directly caused by our service
• Delays caused by weather, insecurity, or circumstances beyond control

Termination Policy

Gilgal may terminate services if:

• Payment is overdue
• Staff are threatened, abused or unsafe
• False information is provided
• Care needs exceed our scope

Clients may terminate services with 7 days’ written notice.

Complaints & Feedback Policy

Clients may submit complaints through:

• Phone/WhatsApp
• Email
• Written letter
• In-person office visit

All complaints will be acknowledged and addressed promptly.

Legal Compliance

This policy is governed by the laws of Nigeria, including:

• National health and care standards
• Employment and labour regulations
• Safeguarding and adult protection regulations
• Nigerian Data Protection Regulation (NDPR)

Policy Acceptance

Use of Gilgal’s services indicates agreement with this policy.

Clients and representatives will be required to sign a Service Agreement Form before care begins.