Effective Date: 1^st August 2018
Last Updated: 24^th March 2026

1. INTRODUCTION

These Terms and Conditions (“Terms”) constitute a legally binding agreement between AnsMed Home Care Ltd (“AnsMed”, “the Service Provider”, “we”, “us”) and the Client (“Client”, “you”).

By requesting, accepting, or continuing to receive any services from AnsMed, the Client acknowledges that they have read, understood, and agreed to be bound by these Terms, including the applicable Privacy Policy, whether or not a separate written agreement has been executed.

Acceptance of these Terms may occur through:

• Verbal request for services
• Written communication (including WhatsApp, SMS, or email)
• Payment for services
• Commencement or continuation of service

2. NATURE AND SCOPE OF SERVICES

AnsMed provides non-emergency home healthcare and support services, including but not limited to:

• Home care and support services
• Nursing services (including wound care, catheter care, and medication administration)
• Physiotherapy services
• Medical consultation services
• Laboratory services
• Diet therapy services
• Supply and rental of medical equipment

All services shall be rendered at the Client’s residence or any other location mutually agreed upon or as communicated and accepted through any form of written or electronic correspondence.

3. EXCLUSION OF EMERGENCY SERVICES

The services provided by AnsMed are strictly non-emergency in nature. Under no circumstance shall AnsMed be deemed an emergency health service provider.

In the event of a medical emergency, the Client is required to immediately contact emergency services (112) or proceed to the nearest healthcare facility.

AnsMed shall not be held liable for any adverse outcome arising from delay or failure to seek emergency medical care.

4. CLIENT ASSESSMENT AND CARE PLAN

Prior to the commencement of services, AnsMed shall conduct an assessment of the Client’s condition through a designated Care Coordinator.

A care plan shall be developed based on the assessment and shall form the basis of all services rendered. AnsMed reserves the right to review and modify the care plan as deemed necessary in the interest of the Client’s well-being.

5. CLIENT OBLIGATIONS

The Client shall:

• Provide complete, accurate, and up-to-date medical and personal information
• Comply with all prescribed treatment plans and professional recommendations
• Provide a safe and conducive working environment for assigned personnel
• Provide necessary utilities, logistics, and infrastructure required for service delivery
• Treat all AnsMed personnel with respect and dignity
• Fulfil all financial obligations in accordance with terms communicated by AnsMed

Failure to comply may result in suspension or termination of services.

6. OBLIGATIONS OF ANSMED

AnsMed shall:

• Engage qualified healthcare professionals
• Deliver services in accordance with accepted professional standards
• Supervise and coordinate care delivery
• Maintain confidentiality of Client information in accordance with applicable laws

7. CAREGIVER ASSIGNMENT AND REPLACEMENT

AnsMed shall assign personnel based on the assessed needs of the Client.

In the event of caregiver absence, AnsMed shall use all reasonable efforts to provide a suitable replacement as soon as reasonably practicable, taking into account staff availability, location, and operational circumstances.

Where AnsMed is unable to provide a replacement within a reasonable timeframe, the Client shall be entitled to a pro-rated refund for the affected period or, at AnsMed’s discretion, a service credit applicable to future services.

8. SERVICE LIMITATIONS

AnsMed services shall be limited strictly to the scope:

• Defined within the service package selected by the Client;
• As communicated by AnsMed from time to time; and
• As accepted by the Client through written, electronic, verbal confirmation, or by commencement or continuation of services.

Any services outside the selected package shall be subject to additional charges and prior approval by AnsMed. AnsMed shall not undertake invasive medical procedures unless expressly agreed and appropriately resourced.

9. OPERATIONAL CONDITIONS OF SERVICE

9.1 Patient Handling

Under no circumstances shall a single caregiver be required or permitted to lift a Client. All lifting shall be conducted by a minimum of two (2) personnel.

9.2 Caregiver Scope of Practice

Caregivers shall strictly adhere to assigned care plans. Any instruction deemed unsafe or detrimental may be declined, and such refusal shall not constitute breach of duty.

9.3 Continuity of Care

AnsMed shall make reasonable efforts to ensure continuity of care; however, substitution of personnel may occur where necessary.

10. CAREGIVER CONDUCT AND REPLACEMENT

The Client may request a replacement of assigned personnel on reasonable grounds including but not limited to:

• Negligence or poor performance
• Misconduct or unethical behaviour
• Repeated absenteeism or tardiness
• Breach of care protocols

AnsMed shall use all reasonable efforts to effect such replacement within a reasonable timeframe, taking into account availability of suitable personnel and operational requirements.

11. SAFETY AND CONDUCT

The Client shall not subject any AnsMed personnel to verbal, physical, or psychological abuse.

AnsMed reserves the right to immediately withdraw personnel and/or terminate services where safety is compromised.

In addition, any AnsMed personnel shall have the right to immediately withdraw from the service location without prior approval where they reasonably believe that their safety is at risk.

Such withdrawal shall not constitute misconduct, provided that the personnel reports the incident to AnsMed as soon as reasonably practicable.

12. ACCOMMODATION REQUIREMENTS (WHERE APPLICABLE)

Where accommodation is required, the Client shall provide facilities meeting minimum standards, including but not limited to:

• Adequate room space
• Suitable bedding arrangements
• Access to water, electricity, and sanitation facilities
• Adequate ventilation

Failure to meet these standards may affect service delivery.

13. WORKING HOURS AND REST PERIODS

Caregiver working hours and rest periods shall be structured in accordance with AnsMed’s operational guidelines and shall be communicated to the Client as part of service delivery arrangements.

Without limiting the generality of the foregoing, caregivers shall be entitled to rest periods and breaks in accordance with the following structure:

• 1-3 hours of service: No break
• 4–7 hours of service: Minimum of thirty (30) minutes break
• 8–10 hours of service: Minimum of one (1) hour break
• 11–12 hours of service: Minimum of one and a half (1.5) hours break
• 24-hour service: Minimum of nine (9) hours rest period, inclusive of sleep time

Such breaks and rest periods shall form part of the service schedule and shall not be deemed a failure or interruption of service.

14. FEES, BILLING, AND PAYMENT

All fees shall be as communicated by AnsMed through invoices, quotations, written correspondence or based on the package chosen.

Payments shall be made in advance on a weekly, bi-weekly, or monthly basis unless otherwise agreed.

All invoices issued by AnsMed are subject to these Terms and Conditions. Payment of any invoice shall constitute full acceptance of these Terms.

AnsMed reserves the right to:

• Suspend services for non-payment;
• Apply a late payment charge of five percent (5%) on any outstanding invoice amount that remains unpaid thirty (30) days after the due date;
• Apply such late payment charge on a recurring monthly basis for as long as the amount remains outstanding;
• Recover any reasonable costs incurred in the collection of outstanding payments;
• Review and adjust fees with prior notice.

15. RESCHEDULING AND CANCELLATION

The Client shall provide a minimum of twenty-four (24) hours’ notice for any rescheduling or cancellation of services.

Where such notice is not provided, AnsMed reserves the right to charge the full fee for the scheduled service, taking into account that resources and personnel may have already been allocated.

16. TERMINATION OF SERVICES

By Client

The Client may terminate services by providing a minimum of twenty-eight (28) days’ written notice, unless otherwise agreed.

Notwithstanding the above, the Client may terminate services with immediate effect where continuation of services is no longer required due to circumstances beyond the Client’s reasonable control, including but not limited to:

• Death of the Client;
• Admission to a hospital or healthcare facility;
• Transfer to another care provider or residential facility;
• Any other condition rendering the continuation of home-based care impracticable.

In such cases, AnsMed reserves the right to charge for services rendered up to the date of termination, and any applicable pro-rated charges or adjustments shall apply.

By AnsMed

AnsMed may terminate services by providing a minimum of twenty-eight (28) days’ notice to the Client.

Notwithstanding the above, AnsMed reserves the right to suspend or terminate services immediately without notice where:

• Payment obligations are not met;
• The safety of personnel is compromised;
• The Client is in material breach of these Terms;
• Continued service is deemed impracticable or inappropriate by AnsMed.

17. NON-SOLICITATION (ANTI-PIRACY CLAUSE)

The Client shall not, directly or indirectly, employ, engage, or solicit for employment any AnsMed personnel involved in the provision of services during the term of service and for a period of twelve (12) months following termination.

In the event of a breach of this provision, the Client shall be liable to pay AnsMed a liquidated damages fee equivalent to 30days of the applicable daily service (package) fees as at the time of the breach, representing a genuine pre-estimate of the costs incurred by AnsMed in the recruitment, training, and deployment of such personnel.

18. DIGITAL SERVICES AND COMMUNICATION

AnsMed may utilize electronic systems and communication channels including telehealth platforms, email, and messaging applications.

The Client acknowledges and accepts inherent risks associated with digital communication and consents to such modes of service delivery and communication.

19. LIMITATION OF LIABILITY

AnsMed shall not be liable for:

• Outcomes beyond its reasonable control
• The Client’s failure to adhere to medical advice
• Acts or omissions of third parties

20. INDEMNITY

The Client agrees to indemnify and hold harmless AnsMed against all claims, liabilities, damages, or losses arising from:

• Provision of inaccurate or incomplete information
• Misuse of services
• Breach of these Terms

21. FORCE MAJEURE

AnsMed shall not be held liable for failure to perform obligations due to events beyond its control, including but not limited to natural disasters, governmental actions, or public health emergencies.

22. DATA PROTECTION

All personal data shall be processed in accordance with AnsMed’s Privacy Policy and applicable data protection laws.

23. DISPUTE RESOLUTION

Any dispute arising under these Terms shall first be resolved amicably. Failing which, the matter shall be referred to mediation or arbitration in accordance with the laws of Ghana.

24. ENTIRE AGREEMENT

These Terms constitute the entire agreement between the parties and shall govern all services provided by AnsMed in the absence of any separately executed written agreement.

25. SEVERABILITY

If any provision is deemed invalid, the remaining provisions shall remain enforceable.

26. AMENDMENTS

AnsMed reserves the right to amend these Terms at any time. Continued use of services shall constitute acceptance of such amendments.

27. CONTACT INFORMATION

AnsMed Home Care Ltd, Accra
+233505167698
gm@ansmedhomecare.com

AnsMed Home Care Ltd