PATIENT RIGHTS & RESPONSIBILITIES
ICU at Home — a brand of The Good Care People Innovations Private Limited
| Effective Date | 9 October 2026 |
| Last Updated | 9 October 2026 |
| ICU at Home is committed to providing equipment and home-care support in a manner that respects patient dignity, privacy, safety and informed participation. |
1. Scope
These principles apply, as appropriate, to home assessments, equipment services, nursing support, caregiver services and related home-care coordination provided under the ICU at Home brand.
2. Patient and Customer Rights
1. Be treated with dignity, courtesy, compassion and respect.
2. Receive clear information about the service, equipment, charges, limitations and relevant terms before confirmation, where reasonably practicable.
3. Participate in decisions concerning home-care arrangements and ask questions before accepting a service.
4. Receive reasonable privacy and confidentiality in relation to personal and health information.
5. Be informed about the role and scope of personnel deployed for care.
6. Receive services from personnel who are expected to maintain professional conduct, respect privacy and dignity, follow applicable care instructions, and observe reasonable infection-control and safety practices.
7. Raise concerns or complaints without inappropriate discrimination or retaliation.
8. Request a change or discontinuation of a service, subject to applicable contractual, operational and clinical considerations.
9. Receive rented equipment in an appropriate working condition at the commencement of rental, and purchased equipment in the condition agreed for delivery.
10. Receive information about available complaint and escalation channels.
3. Patient and Customer Responsibilities
1. Provide accurate and relevant information necessary for safe service delivery.
2. Disclose relevant treating-physician instructions where equipment or care depends upon them.
3. Use medical equipment according to supplied instructions and prescribed clinical settings.
4. Provide a reasonably safe working environment for nurses, caregivers, technicians and delivery personnel.
5. Treat deployed personnel respectfully and without harassment, abuse or discrimination.
6. Safeguard rented equipment from avoidable loss, damage, misuse or unauthorised alteration.
7. Promptly report equipment faults, changes in patient condition relevant to the service, or concerns about care.
8. Make agreed payments within the applicable time.
9. Provide reasonable notice for cancellation, collection or changes in service.
10. Seek emergency medical assistance where the patient’s condition requires care beyond the scope of home support.
4. Safety, Infection Prevention and Equipment Handling
Personnel providing home-care services are expected to follow applicable infection-prevention practices, use appropriate personal protective equipment where required, handle medical equipment safely, and report material health or safety incidents through the Company’s established procedures.
Patients and families should inform the care team of known infectious risks or relevant safety concerns within the home and should cooperate with reasonable infection-control or safety measures necessary for service delivery.
5. Scope of Home-Care Personnel
Nurses and caregivers must work within their qualifications, assigned duties and applicable care plan. A caregiver should not be expected to undertake clinical procedures outside their competence or authorised service scope. Clinical instructions from the treating physician take precedence in relation to patient treatment.
6. Privacy and Confidentiality
Patients and families have the right to expect that personal and health-related information accessed during service delivery will be handled confidentially and used only for legitimate care, operational or legal purposes, subject to applicable law.
7. Concerns and Complaints
Concerns regarding equipment, staff conduct or home-care services may be sent to office.admin@thegoodcarepeople.com. We will seek to review complaints fairly and within a reasonable period, taking into account the nature and urgency of the matter.