General Terms and Conditions

(GTC)

At Tieri Spitex, we place great importance on clear and transparent business conditions to ensure that our clients receive the best possible care. Therefore, our GTC and individual service agreements are part of the client documentation and are expressly recognized by our clients as part of the contract. The business conditions regulate the relationship between Tieri Spitex and our valued clients. We offer paid services in the areas of health and nursing care, housekeeping, and social care, as well as optional comfort services to provide our clients with the highest level of comfort and service.

Our GTC take effect no later than upon the completion of the first service provided to the client. Unless otherwise stipulated, the provisions of the Swiss Code of Obligations concerning mandates (Art. 394ff.) apply as the legal basis. Our clients can rely on us to always work with the utmost care and professionalism to meet their needs and provide them with top-notch care.

If you have any further questions, please do not hesitate to contact us. We are happy to assist you and look forward to supporting you with all your concerns.

Confidentiality and Security at Tieri Spitex

Professional Secrecy and Data Protection

At Tieri Spitex, we place great importance on protecting our clients' privacy and professional secrecy. We handle all information about our clients confidentially and strictly adhere to professional secrecy. Our employees are trained and obligated to maintain confidentiality and data protection.
We understand that personal data is highly sensitive and that its security is of utmost importance. Therefore, we comply with applicable data protection laws and have developed internal policies and procedures for handling personal data. We ensure that only authorized employees have access to this data and that it is adequately protected and stored.
We recognize that our clients have the right to access their personal data stored by us. Therefore, we are prepared to provide our clients with information about the personal data we hold and to correct or delete it upon request.
At Tieri Spitex, we take pride in offering our clients trustworthy and secure care and support at home. We are aware of our responsibilities and take confidentiality and data protection very seriously. We will continue to ensure that we uphold the highest standards of confidentiality and data protection to strengthen our clients' trust.

Contract

The general terms and conditions of Tieri Spitex are part of the contractual relationship between us and our customers. The contract regulates the services provided, the costs, the timeframe, and other important aspects related to the care.
The contractual relationship between Tieri Spitex and its customers is defined by several documents, which are completed during the planning of home care and nursing services based on a needs assessment. The individual service contract, the general terms and conditions, and the current price list are part of the contractual relationship between Tieri Spitex and its customers. These documents are part of the patient record and are signed by the customer before the start of the services to give their consent.

Principles of Intervention

At Tieri Spitex, we follow certain principles of intervention in the provision of our services to ensure that the needs of our clients are met. These principles include a holistic, resource-oriented, needs-based, and cooperative approach.

Rates for Services

The rates for the services provided are agreed upon in the contract between Tieri Spitex and the client. Current rates for nursing, housekeeping, and care services are taken into account, in accordance with legal requirements and tariff agreements with health insurers. Comfort services are listed separately on the invoice.

Billing

Tieri Spitex provides the client with a monthly invoice detailing the services rendered and the associated costs. The invoice is to be paid within 15 working days, regardless of whether a third party is responsible for payment. In case of significant payment arrears of 2 months, Tieri Spitex reserves the right to suspend services and terminate the collaboration. For nursing services covered by mandatory basic insurance, the invoice is sent directly to the health insurance provider, while the client's co-payment is billed directly to them. Housekeeping and care services, as well as other non-insurable services, are billed directly to the client. The client can apply for reimbursement of insured housekeeping services from their supplementary insurance.

Services

Our services include a wide range of care and support services in the areas of health and nursing care, housekeeping, and social support. We offer personalized care and support services tailored to the needs and wishes of our clients. Before starting the services, we conduct a comprehensive assessment of the service request to understand the needs, limitations, and desires of our clients precisely.
Based on this assessment, we create an individual plan for the provision of services, tailored to the specific needs of each client. We consider all limitations and wishes of our clients to ensure that the services provided meet their expectations and needs.
Our services include assistance with personal hygiene and care, medication administration, wound care, nutrition, and mobility. Additionally, we offer housekeeping services such as cleaning, laundry, shopping, and cooking. Social support, such as accompaniment during leisure activities or providing companionship, is also part of our service.
Our qualified and experienced team of caregivers is available to our clients around the clock. We work closely with other medical professionals to ensure that care is seamless and coordinated.
Our goal is to provide our clients with the best possible care and support, enabling them to lead a self-determined and dignified life in their familiar environment.

Our Hours

We offer our services daily from Monday to Friday, from 8:00 AM to 11:00 PM. We strive to guarantee our clients a set day and a specific schedule for the provision of our services. Our caregiver plans the care as much as possible in consideration of the patient's habits to ensure that the services are optimally tailored to the needs and habits of our clients. Should unforeseen circumstances arise, we can adjust the schedule by plus or minus 30 minutes. We also consider the cost-effectiveness of our services in our planning to ensure that we provide our clients with cost-efficient care.
We always strive to provide our services punctually and reliably. However, if delays occur due to scheduling or traffic reasons, we will inform you as early as possible to minimize any inconvenience.
Please note that appointments not canceled by the client at least 24 hours in advance will be charged. Exceptions are made in emergencies or hospital admissions. This is to ensure that we can efficiently plan and organize our services and offer our clients the best possible service.
We are always available to meet your needs and provide you with the best possible care and support. If you have any further questions, please feel free to contact us at any time.

Assessment of Service Requests

We assess each request for our services individually to ensure that we can provide the best possible care to our clients. This includes considering medical needs, living conditions, and the wishes of our clients.

Service Planning

The planning of services is carried out in close collaboration with our clients. We create an individual plan tailored to the needs and desires of our clients.

Cancellation of Services

Services can be cancelled at any time if our clients wish. We assist with the cancellation process and ensure that all outstanding questions are resolved.

Patient Cooperation and

Equipment and Access to the Home

Our caregiver relies on the full cooperation of the patient to fulfill our mission. The patient agrees to the use of the care equipment chosen by PAM and commits to adjusting their home as necessary for the provision of care. Necessary equipment, such as a medical bed, lift, suitable gloves, and cleaning materials, will be provided by the patient.
The patient also commits to granting the caregiver access to their home. This ensures optimal care. Additionally, the patient expressly authorizes the caregiver to enter their home in an emergency. We value our customers' trust and always strive to provide our services in a trustworthy and respectful manner.
We are committed to satisfying our customers and providing them with the best possible care and support. If you have any further questions or individual needs, please feel free to contact us, and we will do our best to meet your needs.

Cancellation of Services

Our caregivers have the right to perform their duties in a safe and respectful environment. If a situation arises that endangers the health or safety of our caregiver, we reserve the right to terminate the care contract.
Examples of such situations include:
Technical problems that make it impossible to carry out the treatment properly.
Inappropriate behavior by the patient, such as verbal aggression or physical violence against the caregiver.
Sexual harassment or abuse by the patient.
Endangerment of our caregiver's health due to workplace conditions.
Lack of cooperation from the patient or their environment.
We value the trust of our clients and place great importance on appropriate and respectful treatment. However, we also expect our caregivers to work in a safe and respectful environment. In the event of threats or endangerment, we reserve the right to terminate the collaboration.
We want to emphasize that we will still strive to resolve the issue and ensure optimal care for our clients. If you have any concerns or questions, we are happy to assist you.

Limitations in Providing Services

There are certain limitations in providing our services, which will be agreed upon as part of the contract. These may include, for example, the availability of certain resources or the need for consultations with other medical professionals.
We are committed to offering our clients the best possible care and support at home. However, services are only provided to the extent that the patient's health condition permits. If we believe that home care and support can no longer be guaranteed, if there is a health risk, or if admission to an inpatient facility is required, we will inform the client as soon as possible.
We prioritize the planning of care services and do our best to deliver them efficiently and effectively. We ensure that the individual needs and habits of our clients are considered to ensure that our services are optimally aligned with their needs.
We understand that home care and support can be a complex matter. However, we are dedicated to providing our clients with the best possible assistance and care. If you have any further questions or specific needs, we are happy to assist you and will do our best to meet your needs.

Contract Termination / Cancellation

Ordinary Notice Period:

The service agreement can be terminated unilaterally at any time with a notice period of at least 5 days. The service agreement will automatically dissolve with the end of the assignment as agreed in the medical prescription.

Immediate Termination of the Agreement:

In special cases, the contract can be terminated immediately if the provision of the service seems unreasonable from the perspective of Tieri Spitex. Such cases may include threats, harassment, endangerment of others, non-compliance with agreed payment terms, or other contract conditions.
We strive to provide our clients with the best possible care and support at home. In the event of contract termination, we aim to ensure that all contractual matters are resolved amicably. We are open to feedback and suggestions from our clients to ensure we provide the best possible care and support. If you have any further questions or specific needs, we are happy to assist you and will do our best to meet your needs.

Liability

At Tieri Spitex, we do not accept liability for damages caused by third parties or by circumstances beyond our control. However, we are liable for damages caused by improper provision of our services, provided that these are due to negligence or intent.
We place great importance on providing our clients with the best possible care and support at home and take our responsibilities seriously. However, should unforeseen events occur that might cause damage, we are committed to resolving the situation and finding a solution.
Our goal is to offer our clients trustworthy and professional care and support at home. We are aware of our responsibilities and take our work very seriously. If you have further questions or individual needs, we are happy to assist you and will do our best to meet your needs.

Complaints at Tieri Spitex:

We Value Your Feedback

At Tieri Spitex, customer satisfaction is of utmost importance to us. We understand that there may be rare instances of complaints or suggestions, and we are prepared to address them and make improvements where possible.
Although we do not have a specific system for recording complaints, you can direct your complaints or suggestions directly to the owner, Ms. Alida Tieri. We will then discuss the situation together and seek ways to improve.
We are open to feedback and take every comment seriously. Our goal is to provide high-quality care and support at home, and we strive to meet our customers' needs. Therefore, we are grateful for any feedback that can help us improve our services.
At Tieri Spitex, we take pride in offering personal and individualized care to our clients. However, we are also aware that problems may arise in rare cases. We are ready to address and make improvements to ensure we meet our customers' needs to the best of our ability.

Contract

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