1. About these terms
These terms explain use of the Patiendra Home Nurses website and the process for requesting scheduled home care. They should be read with our Privacy Policy, the approved quotation and any separately agreed care arrangements. They do not replace a patient-specific care plan or clinical consent.
Our operating base is Layibi Central, Tegwana Pece Division, Gulu City, Northern Uganda. Our service area is Northern Uganda, subject to staff availability and travel arrangements.
2. A request is not a confirmed booking
Submitting the form starts a care request for review. It does not confirm acceptance, reserve a particular nurse or guarantee a start time. A receipt or acknowledgement confirms receipt of the request only.
The process includes administrative review, assessment, quotation, client approval, payment verification, nurse assignment, scheduling and dispatch clearance. The team confirms the agreed arrangements separately. A request may be declined or referred elsewhere if the needed care cannot be appropriately arranged.
3. Scheduled care and preparation time
This is not an emergency medical-response service. Do not rely on an online request for immediate help. If urgent medical attention is needed, contact an appropriate emergency service or healthcare facility.
Allow at least 24 hours to prepare and arrange a nurse. This is a minimum preparation requirement, not a promise to start within 24 hours of a request or payment. Assessment, approval, payment clearance, staff availability, administrator assignment and a confirmed schedule remain necessary.
Preferred dates and times on the form are requests. Confirmed arrangements use Uganda time, East Africa Time (EAT).
4. Assessment and scope of care
Care needs and the appropriate level of support are assessed before final arrangements. Services depend on the patient's condition, agreed needs and the staff and resources available. General website information is not a diagnosis, prescription or individual treatment instruction.
Tell the team about relevant changes in the patient's condition or needs. A change in service scope may require reassessment and a revised quotation or schedule. Additional services or charges should be explained and approved before they form part of the agreed arrangements.
5. Quotations and transport
There is no universal fixed care price. The care fee depends on assessed needs and the level of care. Transport is paid by the client and depends on location and travel arrangements.
Total quotation = care fee + transport fee + approved additional charges. Review the service, dates, charges and payment arrangements before approving. Ask for clarification if an item is unclear. The current approved quotation is the reference for payment and the agreed service.
6. Payments and dispatch clearance
At least 75% of the approved total quotation must be paid and verified before a nurse can be cleared for dispatch. Only verified payments count. A payment reference, screenshot or submitted payment record is not verification by itself.
The approved payment contact number is 0785855559. Obtain and confirm transaction instructions with the team using the contact details on this website. Never share a mobile-money PIN, one-time password or banking password with staff.
Meeting the payment threshold does not automatically assign a nurse or confirm dispatch. All other care, availability and scheduling requirements must also be met. Any remaining balance is payable according to the approved quotation and agreed payment arrangements. Ask management to explain any disputed amount.
7. Nurse assignment and visits
Nurses are assigned by an administrator. A displayed profile or availability indicator does not reserve that nurse or guarantee availability for your requested dates. Assignment depends on the required care, qualifications, scheduling and travel arrangements.
Provide accurate access directions and a safe environment for the agreed work. Contact the team if access, timing or care needs change. If a staffing or travel problem affects a visit, discuss the available revised arrangements with management. Do not assume a replacement or changed schedule is confirmed until the team confirms it.
8. Your information and authority
Provide accurate contact, location and care information to the best of your knowledge and correct significant errors promptly. Keep initial requests brief; the team can explain how to provide additional records when needed.
If requesting care for someone else, explain your relationship and authority. Being a relative or payer does not automatically authorise all care decisions or access to confidential information. Any required patient, parent, guardian or other lawful consent must be established separately.
Clients, representatives and staff should treat one another respectfully. Unsafe conditions or requests outside the agreed or lawful scope of care may require a review of arrangements.
9. Cancellations, changes and refunds
Contact management as soon as possible to request cancellation or a change. Give the request reference, affected dates and a safe contact number. A requested change is subject to availability and confirmation; submitting a new preference does not change an existing arrangement.
Cancellation and refund requests are reviewed against the approved quotation, services actually provided, any specifically agreed and lawfully chargeable costs, verified payments and applicable law. Ask for a written explanation of the calculation, any deduction and the expected payment process. Disputed charges can be raised through the contact details below.
The 75% dispatch threshold does not by itself make a payment non-refundable or create a cancellation penalty. These terms do not impose a fixed cancellation fee or automatic forfeiture. If Patiendra cannot provide the agreed service, management should discuss a suitable alternative or the refund position for services not supplied. No alternative arrangement is accepted on your behalf without agreement.
10. Responsible use of the website
Use the website for genuine enquiries and authorised care coordination. Do not submit fraudulent requests, impersonate another person, attempt unauthorised access, share staff login details, interfere with the service or upload harmful content. Do not publish or misuse another person's confidential information.
The website may be unavailable during maintenance or technical problems. If a form does not work or you do not receive a response, contact the team. External links open services operated by others; their terms and privacy practices apply.
11. Concerns, complaints and legal rights
For service, payment or conduct concerns, email patiendrahomenurses@gmail.com or call 0785 855 559. Include your request reference, what happened and the outcome you are seeking. Share detailed patient information only through an appropriate channel agreed with the team.
These terms are interpreted under the laws of Uganda. Nothing in them excludes responsibility that cannot lawfully be excluded, removes mandatory rights, or prevents lawful reporting to a regulator, professional body or other competent authority. Raising a concern with management does not prevent you from seeking an available legal remedy.
12. Changes and contacting us
The date above identifies the current version. Changes will be published here. Updates do not automatically change an already approved quotation or agreed service; material changes to those arrangements need to be explained and agreed as required.
For clarification before requesting or approving care, contact Patiendra Home Nurses at patiendrahomenurses@gmail.com or 0785 855 559.