Payment Policy

Payment, Delays & Non-Payment Policy – Prime Care Home

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Prime Care Home requires all fees to be paid on time to ensure continuous, safe, and quality care for all residents.

• Payment Terms

  • All fees must be paid in advance as stated in the signed contract.

  • Payments cover accommodation, care services, and operational costs.

  • Official receipts will be issued for all payments.

• Late Payment

  • A payment is considered late if not settled by the agreed due date.

  • Families will receive a reminder notice within 3 days of delay.

  • Late payments must be settled immediately to avoid service interruption.

• Missed Payments

  • One missed payment:

    • Written reminder and discussion with the family.

  • Two consecutive missed payments:

    • Final written notice will be issued.

    • Family must settle the balance or arrange a payment plan.

  • Three missed payments:

    • Services may be suspended.

    • Arrangements for resident discharge or transfer will begin.

• Resolution Options
  Prime Care Home encourages families to communicate early if they are experiencing financial difficulty. Possible solutions include:

  • Short-term payment extension (with written agreement)

  • Installment arrangement

  • Temporary financial adjustment plan

All agreements must be approved by management and documented in writing.

• Resident Handover Due to Non-Payment
  If payments remain unsettled after three missed payment periods and no agreement is reached:

  • The family will be formally notified in writing.

  • A reasonable notice period will be given for resident transfer.

  • The resident must be safely handed back to the family or transferred to another facility.

  • Prime Care Home will ensure dignity, safety, and respectful handling of the resident at all times.

• Emergency Care Exception

  • No resident will be abandoned during a medical emergency.

  • Emergency care and hospital transfer will always be prioritized, regardless of payment status.

• Family Responsibility

  • Families must maintain updated contact details.

  • Families must cooperate in resolving payment issues promptly.

  • Financial obligations form part of the care agreement.

• Management Commitment
  Prime Care Home aims to handle all payment matters fairly, respectfully, and professionally, balancing financial responsibility with compassion for residents and families.

This policy protects:

• The sustainability of Prime Care Home

• The safety and continuity of care for residents

• Clear expectations for families

• Fair and humane handling of financial concerns