Standard Terms & Conditions of Service Provision
All services supplied by us are subject to contract. The contract is composed of the following terms and conditions, together with the applicable schedule for your event / Booking.
No terms or conditions endorsed on a client’s booking, specification, or similar document will form part of the contract between the parties. By placing a booking, the Client acknowledges the applicability of Twins Medical Services Terms and conditions and agreements. Twins Medical Services terms of the Agreement shall take precedence.
These are the standard Terms and Conditions that act as a service level agreement.
Twins Medical Services LTD is located at Twins Medical Services, 16 Mendip Way, Stevenage, Hertfordshire,SG16GE.
Office Opening Hours: Monday-Friday 0900-1700
Operating Hours: 24/7
Definitions
The parties to this agreement are: Twins Medical Services LTD (hereinafter known as ‘the company’) And The person/persons/organisation named in the schedule (hereinafter referred to as the client)
‘Venue’ shall mean the premises or location at which the event is held
‘Operators’ shall mean staff or agents engaged by the company to fulfil the contract.
1. Cancellation
Cancellation of this contract will only be accepted by the company if notice is given by the hirer, in writing Payment of a percent of the fee is required as outline below of the total contract value.
less than 10 Days =100%, 10- 14 Days =50% , 15-28 Days =35%, 28-59 days = 25% 60+ days = 20%,
If your event is cancelled on the day, full charges remain payable. We recommend you have cancellation cover in place.
The price of any COVID tests booked is also included in what is charged for late cancellation.
Where cancellation occurs after the first day of the event for bookings of more than one day, full charges will apply for the remainder of the period.
If you cancel ahead of your event, but after we have attended SAG, carried out medical operations plans, medical risk assessment etc, admin time at £50+VAT per hour will be added to the cancellation charges above.
2. Non-Fulfilment
The Company shall not be held responsible for the non-fulfilment of this contract for the reasons beyond its reasonable control. This includes mechanical breakdown, unforeseeable equipment failure, and power failure at the venue, sudden illness, and ‘force majeure’ (including but not limited to; extreme weather, flood, and fire and lighting strike).
Where we provide less services than booked due to issues beyond our control, you will not be charged for the service not provided, however there can be no claim for costs, damages, losses or compensation.
3. Liability
The Company’s maximum liability under the contract (excluding death and personal injury) shall be limited to the value of the contract/booking, unless related to negligence in the medical care.
4. Public Liability Insurance
The Company carries public liability insurance, and all equipment used carries relevant safety standards and certification. Copies of relevant certificates are available on request.
5. Refreshments
Where the company’s operators are on site at the venue for longer than three hours the hirer is responsible for the provision of adequate food, refreshments, and welfare facilities for each operator reasonably to be present to fulfil the contract. If this is not provided, the charge will be added to our final invoice.
6. Transport to Hospital
Where an NHS ambulance is called to site, it may be necessary for the State Registered Paramedic to travel with the patient if the receiving crew is not trained to the same standard as the paramedic. This will be at the discretion of the onsite paramedic. Where our ambulances transport to site, overtime will be charged if handover and return to the event site takes the crew beyond the booked time.
7. Company Cancellation
The company may cancel at any time prior to the event. In the event of cancellation by the Company any deposit paid will be returned in full without interest, costs or damages, the contract shall be deemed cancelled and there shall be no further claim arising.
8. Good Samaritans
Where our arrival is delayed due to our obligation to assist with incidents in the public domain, we will endeavour to arrive as soon as possible but there can be no claim for costs, damages, compensation.
9. Event Cancellation
The Company cannot be held financially responsible for any event cancelled for any reason irrelevant of involvement.
10. Complaints
Any concern or complaint must be raised with the company at the time or if not possible, within 24 hours of the issue. Complaints can be made by emailing info@twinsmedicalservices.com. A copy of our complaint’s procedure is available on request.
11.Equipment
The company will provide all equipment and consumables necessary to carry out the level of service booked.
Where client is to provide equipment or services such as electricity supply or medical area (tent, room etc) and fails to, we reserve the right to suspend our services, but full charges will apply.
Where we are required to run ambulance engines for heat /light for testing, we will charge £50 per hour or part thereof for fuel per vehicle.
12. Welfare
Please ensure staff on site can obtain fresh, clean water as necessary and access welfare facilities such as toilets and break areas. if these are not available, we will withdraw our staff, but full charges will apply.
Unless stated, for assignments over 6 hours a meal should be provided for the crew- this can be via meal tokens to onsite catering outlets.
For TV/film set work, food must be provided. if it is not, a £25 per day PD will be added per day per person. Where work assignment is over 15 hours or with less than 11 hours between working days, we will charge on as incurred the cost of a hotel local to the location to enable crew to have sufficient rest.
Where "Time off the clock" is less than 11 hours between wrap and next call, we will charge the time difference between 11 hours and actual gap at 1.5x the standard hourly rate for the role.
In adverse weather, our team must be provided with adequate shelter and warmth for their welfare and safety. If this is not provided, we reserve the right to remove them from the tasking but to levy full charges.
13. Inadequate Welfare or On-Site Staff Safety Concerns
The company reserve the right to withdraw services but to levy full charges where adequate facilities are not available to enable us to carry out our duties or where the welfare or safety of our staff is at risk. Final decision rest with Twins Medical Services.
14. Payment
A deposit may be requested at the discretion of the company. Balance of payment becomes due on presentation of invoice or completion of the contract and should be made by BACS.
15. Overdue Accounts
Accounts not settled within required date will be subject to interest charges plus a £80 administration fee per month per invoice. Where an invoice remains unpaid after 30 days after due (60 days from invoice date), in addition to charges referred to above, the debt will be passed for collection and 15% collection fees will be added to the sum due as well as any legal recovery fees, court fees, late payment interest or other costs.
16. Overtime
Where our crew are required to stay later than booked, charges per hour, to the nearest 15 minutes, will be charged as above. Where works are over 14 hrs, 1.5x the hourly rate will apply, for hours worked after 11pm double time will be charged. where the working day is 15 or more hours, we will add to your account a hotel room (one per staff member) local to the location in the interest of staff welfare.
17.Vehicle Access
Constant vehicle access is required throughout the event to and from the site for the Company vehicles. Which vehicles are permitted access is at the Company’s discretion and may include response or support cars as well as ambulances and medical support.
18. Event Cancellation due to Licensing Issues
Where an event license is not permitted or withdrawn by licensing authorities, cancellation fees will apply as (1) above
19. Operator Control
Operators remain under the control of the Company, not the event organiser and final decision rests with the Company. We will liaise with event and safety organisers, but control of our staff rests with us
20. Supply of Equipment
Where we are contracted to assist another medical provider, any equipment or drugs used, or not returned in good condition, will be charged.
21. Additional Resources & Services on Site
We may send greater resources than booked at our cost – whether staff or vehicles – you will only be invoiced for the agreed amount.
Start time booked by you the client is the time at which our crew will arrive on site. If you require our crews early to set up, please book this as the start time for our services.
We may send additional personnel to shadow/assist/train at our cost as we require.
Where the client asks our staff to undertake additional duties outside the scope of the grade of staff booked, we will charge the rate for the higher grade/cost. For example, if a medic is asked to be covid supervisor too, we will charge at the COVID supervisor rate.
Where we are asked to provide testing or other extra services on site, these will be charged even if not mentioned on the original booking form.
22.Allocation of Resources/Staff
We provide services, not specific people. We will allocate a skilled crew member of the grade and skill booked and reserve the right to amend crew allocations.
23. Quotation
The price quoted is for covering during the stated times. Additional charges will apply where you require us to stay later or arrive earlier due to last minute changes. Where you make a booking for period of shift time, there is no reduction in price if you stand down the crew earlier than the booked finish time.
Where inflation is at 5% or higher and national economy is increasing costs, we reserve the right to amend our prices giving no less than 7 day’s notice.
24.Additional Charges
Charges are plus parking fees if free parking is not provided and any local road charges such as tolls, congestion charge or low emission zone. Where location moves are required or for all works outside the M25, mileage charges will apply.
Where we are requested to PCR test our crew ahead of your event, the full cost of this including their time and travel to do the test will be added to the invoice.
25. Outcome of Tests
When booking COVID testing, we cannot be held responsible for results nor the decisions and actions made based on those results.
COVID testing will only pick up the viral load at the time the testing is done. A negative test does not necessarily mean you did not have the virus but that at the time of the test the viral load was not detected.
To help aid in getting the correct results we advise patients not to drink and eat or use mouthwash, chewing tobacco or any other substances up to 45 minutes before. If the patient is on any nasal medication, they must notify the medic.
If a patient has recently isolated than please discuss this with the office.
If the Patient has isolated the Testing should be done no less than 5 days after the Isolation has ended.
Action taken because of the test outcome is the customer's responsibility under their own protocols
Where a patient's CLF or IFA test is positive, a retest will be done. The original and the retest will both be charged for.
26. Positive Tests
Where a COVID tests shows positive, we will advise, and the client must take action as per their own plans. We can advise based on Government guidelines but the decision rests with the client. In line with guidance all patients waiting for results should be social distanced and away from those who have been untested or those who have been given a negative result. We cannot be held responsible for positive test results- we are conducting the tests per the manufacturer’s instructions. Any action because of positive test is the decision of the client.
27. Inconclusive Tests
This means that there has been an issue with the test. Where we are on site, we always test again to get a valid result.
In the unlikely event this happens with a PCR test, we will assess this issue on a case-by-case basis.
28. Testing Environment
IFA and Lateral flow testing must be carried out in a warm room (15 Celsius or above) or in one of our hired ambulance test posts as otherwise the tests may return false positives. We cannot be held responsible for test results where the client does not provide a suitable area.
All COVID testing must be carried out in a clean, dry, private space that offers those being tested dignity and privacy
Immunofluorescence testing must be carried out in a warm, dry, clean space indoors or in one of our mobile testing units which can be booked for a fee. 13amp socket power on stable supply is required for all locations. We cannot test outdoors/under ezy-ups as this testing uses sensitive medical equipment
Where the client does not provide suitable facilities for onsite testing, we cannot be held responsible for the outcome of test results. Where facilities are not suitable, our team reserve the right to refuse to test but full charges remain payable.
29.Mobile Testing
For mobile testing we will use the route provided to us but cannot be held responsible for delays due to traffic conditions. Where a patient is not available at the time of test, we will make 2 attempts to contact them by telephone on the number provided and will wait for 15 minutes from their appointment time. If they are not available, we will move onto the next person, but the missed test remains chargeable as the lab capacity is allocated.
30.Collection of Data
To aid in on site testing we ask that our template is pre-populated with those being tested information. if this is not done, this will slow down the process of testing as we need to collate personal information from each person.
We cannot share testing records with you without consent of each individual tested as we will be holding personal data. We can advise total number of tests done (which includes any retests)
31. Consent to Hold Data
It is a legal requirement that data is collected when testing for the public health authorities. All data will be submitted to PHE via the office after this, the data is deleted by the medic, and we will keep the medical records for three years. By giving us this data, you are consenting for us to hold it and transmit it securely in this manner.
We will complete patient report forms for patients treated by us. Organisers do not have an open right to the forms. We will provide on request an event summary of number of patients treated and types of injury but not specifics. Patient consent must be provided for specific data to be released.
32. Reporting to Patient
For Lateral Flow & Immunofluorescence Testing Patients will be notified verbally. This will be then recorded on a PHE template and sent to the office for submission to PHE.
PCR testing the patients or party acting on behalf with their consent will receive a digital report from our testing partners.
33. Refusal to be Tested
Where a patient refuses a PCR test, their test will be charged for as lab capacity is allocated as requested. Where a patient refuses to be tested, PCR or rapid testing, the client will be informed and to make their own decision based on their risk management process.
34. Length of Working Days (TV/Film Only)
For TV/film set days our hours are 10+1. If crew work through their 1 hour break, this becomes chargeable at the standard hourly rate for their grade.
35. Health and Safety Recces
For H&S recces please advise at time of booking if you need risk assessments urgently, as they are sent within 48hrs of end of recce unless advised. Where the recce day is over 6 hrs including time for return to office travel, additional write up time will apply.
Risk assessments will be grouped with all locations visited on each day on one risk assessment. If you require differing format, please advise at time of booking.
H&S recce working day includes the time to return to the office from the last location.
Risk assessments are sent as PDF documents. Any changes must be requested via our offices within 48 hours of being sent to you. Risk assessments must not be used for any other purpose, date, location, or requirement. Content there in is all rights to Twins Medical Services LTD and usage elsewhere or on any other date or location in any format will incur a £3000+VAT charge
36. Standards of Behaviour
We will not accept abusive behaviour of any kind towards our staff. Where are staff feel unsafe due to other's behaviour, they will withdraw from the situation to a safe place and cease work. We will charge full for the staff time.
37. Call time.
Is the time you require our crew on site. If booking testing such as IFA or lateral flow, call time must be 30 minutes prior to the time you require our team to be set up and ready for testing. If booking ambulance test posts, power connections should be available at this call time.
38. Intellectual Property Rights
Where we are booked to prepare risk assessments, the right to the risk assessment is only to use that risk assessment for the specific shoot that we were asked to assess. The format and content of risk assessments remains the property of Twins Medical Services LTD. If a client reuses a risk assessment on another shoot or uses the format of the risk assessment for any other shoot or requirement, £1000 per shoot day fee will be charged for intellectual property usage.