Terms of Service
Effective date: June 2026 | These terms apply to all clients of ANA Nursing
Please read these Terms of Service carefully before engaging ANA Nursing to provide care services. By entering into a care agreement with us, you confirm that you have read, understood and agree to be bound by these terms. If you have any questions, please contact us before signing.
1. About ANA Nursing
1.1 ANA Nursing Ltd is a provider of managed home care services based at Willesden Centre for Health & Care, Robson Avenue, Willesden, NW10 3RY.
1.2 ANA Nursing is a regulated care provider. We are subject to inspection by the Care Quality Commission (CQC) in England and operate in accordance with the Fundamental Standards set out under the Health and Social Care Act 2008.
1.3 These Terms of Service govern the relationship between ANA Nursing and every client who engages us to provide care services, whether directly or through a representative.
2. Our Services
2.1 ANA Nursing provides managed home care services to clients in their own home, in accordance with each client's individual Care Plan.
2.2 Our services may include personal care, assistance with daily living activities, medication support, and where agreed, accompanying clients to activities outside the home.
2.3 ANA Nursing does not provide medical or nursing care in the clinical sense. We are not a medical agency. Our Care Assistants may assist with medication only as specifically identified in your Care Plan and in accordance with clear up-to-date medical instructions.
2.4 The specific services to be provided to you will be set out in your individual Care Plan, which forms part of your contract with us.
3. Your Care Plan
3.1 Before services begin (or within 2 working days of commencement where exceptional circumstances apply), ANA Nursing will carry out an assessment of your needs, personal preferences and desired outcomes. Your Care Plan will be based on this assessment.
3.2 Your Care Plan will be reviewed regularly. You may request a review at any time. If significant changes to your needs or the services are agreed, your Care Plan will be updated and a new version issued.
3.3 ANA Nursing will implement a Quality Assurance programme to maintain the standard of services provided, including:
An annual visit by a supervisor or Care Manager to review the services and Care Plan;
Regular spot checks and observations of Care Assistants;
An annual satisfaction survey; and
Regular review of your records and Care Assistant timesheets.
4. Our Obligations to You
4.1 ANA Nursing will provide services with reasonable care and skill, in accordance with your Care Plan.
4.2 We will take reasonable steps to ensure the suitability of every Care Assistant assigned to you, in line with our own and the CQC's recruitment and vetting procedures.
4.3 All Care Assistants work under the supervision of a manager. Any concerns about the services should be raised with your Care Manager in the first instance.
4.4 If your Care Assistant is unavailable due to sickness, holiday or any other reason, ANA Nursing will arrange a suitable replacement and will inform you as soon as reasonably practicable.
4.5 All Care Assistants will carry and display an identity card at all times when providing services, showing their name, photograph, and ANA Nursing's contact details.
4.6 ANA Nursing will respect your privacy and dignity at all times, and will support your independence and autonomy to the fullest extent possible within the scope of the services.
4.7 Any key safe or access arrangements agreed with you will be recorded and kept strictly confidential in accordance with data protection requirements.
5. Your Obligations to Us
5.1 You must inform ANA Nursing in writing of the names, addresses and contact details of your GP, pharmacist, and any other clinics or agencies involved in your care.
5.2 You are responsible for providing a safe working environment for our Care Assistants. This includes:
Maintaining a clean and safe home, free of unnecessary hazards;
Ensuring safe access to and within your home;
Providing any equipment needed to deliver your care, such as mobility aids or lifting equipment;
Providing all necessary domestic cleaning products and equipment;
Notifying ANA Nursing of any communicable diseases in the household; and
Ensuring all equipment is regularly maintained and safe to use.
5.3 Our Care Assistants have the right to withdraw from your home immediately and without notice if they are subjected to verbal, physical or emotional abuse, harassment or threatening behaviour from you, your representative, family members, visitors or animals on the premises. ANA Nursing reserves the right to terminate services in such circumstances.
5.4 You must not ask our Care Assistants to carry out tasks beyond the scope of your Care Plan, including preparing meals for family members or visitors, unless specifically agreed in advance.
6. Fees and Payment
6.1 Our fees are set out in the Fee Schedule forming part of your individual care agreement. By signing your care agreement, you agree to pay the fees as set out.
6.2 Invoices are payable within 14 days of the invoice date. Payment is not deemed received until cleared funds are in our account.
6.3 ANA Nursing may require payment by direct debit. If so, you agree to provide the necessary authorisation and to maintain the relevant bank account for the duration of the agreement.
6.4 If payment is not received by the due date, ANA Nursing reserves the right to:
Suspend direct debit and require an alternative payment method;
Suspend services until payment is made in full; and/or
Charge interest at 4% above the Bank of England base rate from the due date until payment.
6.5 If a Care Assistant is unable to access your home due to your actions or those of your representative (for example, being turned away or denied access), ANA Nursing reserves the right to charge for the scheduled visit.
6.6 ANA Nursing reviews fees annually and may increase fees at other times if the cost of providing services changes, if services change, or if required to comply with regulatory or statutory requirements. We will give you at least 14 days' written notice of any fee increase not related to a change in services.
6.7 If you do not agree with a fee increase, you may terminate the agreement in accordance with the notice provisions in Section 7.
7. Cancellation and Notice
Your right to cancel: You have the right to cancel your care agreement within 14 days of signing, without giving any reason. If services have commenced during this period, you will only be charged for services actually received.
7.1 You may cancel within the 14-day cooling-off period by contacting us in writing at the address or email below. If services have already started, you will be charged proportionally for services provided up to the point of cancellation.
7.2 After the cooling-off period, you must give ANA Nursing at least 7 days' written notice to end the agreement. If less than 7 days' notice is given, a cancellation fee equivalent to the cost of the scheduled visits during that period may be charged.
7.3 If you need to cancel an individual visit, you must give at least 24 hours' notice. Visits cancelled with less than 24 hours' notice will be charged in full, including visits cancelled due to hospital admission.
7.4 ANA Nursing may cancel or withdraw services by giving you 7 days' prior written notice.
7.5 ANA Nursing may cancel or withdraw services immediately and without notice in the event of abuse or threatening behaviour toward staff, or where fees remain unpaid following formal written demand.
7.6 This agreement will terminate immediately upon your death. Your estate will remain liable for any outstanding fees.
8. Health and Safety
8.1 ANA Nursing takes the health and safety of both clients and staff seriously. We will notify you if we identify any risk or hazard in your home that may affect the safe provision of services, and will assist you where possible in addressing it.
8.2 Where services include accompanying you to activities outside your home, ANA Nursing will carry out an appropriate risk assessment beforehand.
8.3 You must inform ANA Nursing of any known risks or hazards that may affect the safety of our staff when visiting your home, including any medical conditions, animals, or environmental risks.
9. Insurance and Liability
9.1 ANA Nursing holds employer's liability insurance (up to £10m per claim) and public liability insurance (up to £5m per claim).
9.2 Nothing in these terms excludes or limits ANA Nursing's liability for death or personal injury caused by our negligence, or for fraudulent misrepresentation.
9.3 ANA Nursing will be responsible for damage to your property caused by the negligence or misuse of a Care Assistant. Any such damage should be reported to us promptly.
9.4 You are responsible for maintaining appropriate buildings and contents insurance for your home throughout the period during which services are provided.
9.5 ANA Nursing will not be liable for any failure or delay in providing services that is caused by circumstances beyond our reasonable control, such as severe weather or emergency situations. We will always endeavour to contact you and make alternative arrangements in such cases.
10. Data Protection and Privacy
10.1 ANA Nursing takes your privacy seriously. All personal data collected about you and/or your representative will be handled in accordance with the UK General Data Protection Regulation (UK GDPR) and our Privacy Policy.
10.2 We collect and use your personal data solely for the purpose of providing and administering your care services. We will not share your information with third parties except where required to do so by law, for regulatory purposes, or with your explicit consent.
10.3 As a regulated provider, ANA Nursing may be inspected by the CQC or local authority. Information will only be shared with inspectors for quality monitoring and regulatory compliance purposes, and strictly in accordance with our Privacy Policy.
10.4 A full copy of our Privacy Policy is available on request from our Care Manager, or by contacting us at the details below.
11. Gifts and Financial Protection
11.1 In order to protect your interests, our Care Assistants are not permitted to accept gifts, cash or any item of value from clients or their families during the term of the agreement, except in very exceptional circumstances and only with ANA Nursing's prior written consent.
11.2 ANA Nursing staff, their families and associates are strictly prohibited from being involved in, or benefiting from, the making of a client's will, any bequest or legacy, or any other legal document directly or indirectly affecting a client's estate. Staff may not act as a witness, executor or in any similar capacity in relation to a client's affairs.
11.3 If you have any concerns about financial pressure or inappropriate requests from any member of ANA Nursing staff, please contact us immediately at info@ana-nursing.co.uk or call 07392 170990.
12. Representatives and Guarantors
12.1 If a representative (such as a family member or person holding Lasting Power of Attorney) signs a care agreement on behalf of a client, that representative unconditionally guarantees to ANA Nursing that all fees and obligations under the agreement will be met. If the client fails to pay, the representative agrees to pay all outstanding amounts upon demand.
12.2 Representatives are also bound by the obligations in these terms, including those relating to health and safety, conduct toward staff, and the prohibition on gifts.
13. Complaints
13.1 ANA Nursing takes all complaints seriously. If you are unhappy with any aspect of your care, please raise your concern with your Care Manager in the first instance.
13.2 A full copy of our complaints procedure is provided to all clients at the start of their care and is kept in the home file. Additional copies are available on request.
13.3 If your complaint cannot be resolved internally, you have the right to contact the Care Quality Commission (CQC) at cqc.org.uk or by calling 03000 616161.
14. Changes to These Terms
14.1 ANA Nursing may update these Terms of Service from time to time. We will give you and/or your representative at least 7 days' written notice of any changes.
14.2 If you do not agree to any changes, you may terminate your agreement in accordance with the notice provisions in Section 7.
14.3 Continued use of our services after the notice period will be taken as acceptance of the updated terms.
15. Governing Law
15.1 These Terms of Service are governed by the laws of England and Wales. Any disputes arising under or in connection with these terms shall be subject to the exclusive jurisdiction of the Courts of England and Wales.
16. Contact Us
16.1 If you have any questions about these Terms of Service, or wish to exercise any rights under them, please contact us using the details below.
