The terms we work to
Plainly written, so families know exactly what we provide, what it costs, and what happens if something needs to change.
Who we are
TrueNurse Care is a home nursing agency based in Kumasi, Ghana. We employ licensed, vetted Ghanaian nurses and place them in patients' homes to deliver professional clinical care. These terms apply to anyone who arranges care with us or is given access to a care record.
What we provide
Care is delivered according to a written care plan agreed after an assessment. Our nurses provide nursing care within their scope of practice, including personal and companionship support, wound care, medication administration and reminders, vital-signs monitoring, post-operative and rehabilitation support, newborn and new-mother care, and respite cover.
We are not an emergency service, a hospital, or a substitute for a doctor. We do not diagnose conditions or prescribe medication. Where a patient's needs exceed what can be delivered safely at home, we will say so and support escalation to a clinician or hospital.
Arranging care and consent
Care begins once an assessment has been completed, a care plan agreed, and consent given by the patient or their authorised representative. Consent covers the care itself and the creation of a visit record, including photographs where relevant to the care.
The person arranging care confirms they are authorised to do so on the patient's behalf.
The care record
Every visit is logged and timestamped, and the record is made available to the family members the patient or their representative has authorised. Access is personal to each authorised person and must not be shared. Please tell us promptly if someone should no longer have access.
How we handle this information is set out in our privacy notice.
Fees, monthly care and shared payment
Care is normally arranged as ongoing monthly support, quoted in advance and payable monthly. Where family members abroad wish to share the cost of one patient's care, the contribution split is agreed between them before care begins; each contributor is billed for their agreed share.
Fees may be reviewed with reasonable written notice, or sooner where the patient's clinical needs change materially and the care plan must be revised.
Changing, pausing or ending care
Either side may end or pause care with reasonable written notice, normally two weeks, so that a safe handover can be arranged. Where a patient is admitted to hospital or dies, care and billing stop from the date we are informed.
We may end care immediately where a nurse's safety is at risk, where care cannot be delivered safely at home, or where fees remain unpaid after reminders.
Your responsibilities
Please give us accurate and complete information about the patient's health, medication and history, allow safe and reasonable access to the home, and treat our nurses with respect. Our nurses may not be asked to perform tasks outside their agreed care plan or outside their professional scope, including general domestic work unrelated to the patient's care.
Our nurses are employed by TrueNurse Care. They must not be engaged privately, directly or indirectly, during their engagement with us or for six months afterwards.
Cover and continuity
We aim to send the same nurse to a case. Where that nurse is ill, on leave, or otherwise unavailable, we will provide a suitably qualified replacement and note the change in the record.
Liability
We deliver care with the reasonable skill and care expected of licensed nursing professionals, and we supervise our nurses clinically. Nothing in these terms limits liability for death or personal injury caused by our negligence, or for fraud.
Otherwise, our liability in connection with the care provided is limited to the fees paid for the three months preceding the event giving rise to the claim. We are not liable for outcomes arising from information withheld from us, from care or treatment provided by others, or from a family's decision to decline recommended clinical escalation.
Complaints
If something is wrong, tell us early. Write to hello@truenursecare.com or call +233 59 460 8651 (Ghana) or +44 7551852283 (UK). We will acknowledge your complaint, investigate it with the supervising clinical staff, and come back to you with what we found and what we are changing.
Governing law
These terms are governed by the laws of Ghana, and the courts of Ghana have jurisdiction over any dispute arising from them.
Changes to these terms
We may update these terms from time to time. Where a change materially affects existing care arrangements, we will tell the people paying for and receiving that care before it takes effect.