Service Level Agreement

Messrs G Owen & Co

Service Level Agreement | Example

[Insert Organisation’s Name]

SERVICE LEVEL AGREEMENT

ADVOCACY

What is Advocacy? The Advocate is someone who effectively represents or assists an individual who feels that his or her service needs are not being met. They enable people who are unable to self-advocate to convey their aspirations and wishes successfully.

All [Insert Organisation’s name] employees should promote the [Insert information about the service(s).

SERVICE LEVEL AGREEMENT

This document will act as a Service Level Agreement between [Insert Organisation’s name] (known hereafter as [Insert initials of Service provider]) and [Insert Organisation’s name] (known hereafter as [Insert initials]).

[Initials of Organisation] SERVICE PROVISION WILL INCLUDE:

Provision of a weekly Advocacy Outreach Session whose composition will facilitate three one hourly appointments

(subject to annual holidays or unforeseen emergencies).

[Insert initials of Service provider] will cover reasonable travel expenses that are incurred between [INSERT NAME INITIALS SERVICE PROVIDER] offices and [INSERT NAME INITIALS SERVICE DELIVERER], however, if there were a need for additional travel and/or unusual expenditure needed, these costs would be borne by [INSERT NAME INITIALS SERVICE DELIVERER]. Agreement to incur such expenses would require permission from [INSERT NAME INITIALS SERVICE DELIVERER] prior to them being incurred.

[INSERT NAME INITIALS SERVICE PROVIDER'S] Advocate will report to the nurse in charge on arrival and departure from the unit. On arrival the Advocate will collect a personal safety alarm and deposit it on departure of the unit.

The Advocate will communicate with all parties, as instructed by the patient, in order to resolve any issues that may arise.

The Advocate will withdraw service with a given patient if either:

Requested by the patient;

The issue has been resolved to the patient’s satisfaction;

The relationship with the patient and Advocate has become one of conflict;

The request being made of the Advocate conflicts with the role of an Advocate, the agreed system of [INSERT NAME INITIALS SERVICE DELIVERER] or will result in breaking the law;

Advocacy administration will be provided which will be conducted in [INSERT NAME INITIALS SERVICE PROVIDER'S] office;

The Advocate will not pass any item to any patient without prior discussion with a member of the Ward Staff;

The Advocate will, where deemed appropriate, communicate with the Clinical Manager or Nurse in Charge when such contact will enable the issues raised, by the patient, to be resolved;

Each [INSERT NAME INITIALS SERVICE DELIVERER] patient will have access, via the Advocate, to all of [INSERT NAME INITIALS SERVICE PROVIDER'S] services which could aid a successful conclusion of the issues in hand;

[INSERT NAME INITIALS SERVICE DELIVERER] WILL PROVIDE:

An appointment system with the use of a diary which will be kept at the nurses station.

An appropriate location to enable confidentiality of consultation between the patient and the Advocate to take place.

Restricted access to clinical files under the Access to Health Records Act. However, this should be only with the expressed wishes of the patient.

An alarm on all visits and staff support should it be required.

The level of service provided will be subject to monitoring, by both parties, to ensure that the standard of service being provided meets requirements. Action will be taken to ensure that the standard of service provision is in compliance with the Service Level Agreement.

COSTINGS:

The cost for this service will be £ [Insert amount] per annum, payable in four quarterly instalments, on production of an invoice at the beginning of the quarter. Both signatories retain the right to renegotiate should the composition of the package change significantly. However, inflationary increases will be discussed at the end of each 12-month period.

DURATION:

After a trial period of three months the contract arrangement will be for one year with a rolling option. Termination of contract will be with three months notice by either part in writing.

NOTE:

This service Level Agreement is subject to a satisfactory visit to the premises, by representatives of [INSERT NAME INITIALS SERVICE PROVIDER] in order to verify staff and client safety and confidentiality.

[INSERT NAME INITIALS SERVICE DELIVERER] premises visited on:

Date: ……………………

[INSERT NAME INITIALS SERVICE DELIVERER] premises visited by :

Name:……………………………….…… Title:…………………………..………

Name:……………………………….…… Title:…………………………..………

Confirmation of satisfaction: ………………………………………………………

Signature:……………………………………… Date:………………………...
For and on behalf of [Insert name of service Provider]

Signature:……………………………………… Date:………………………...
For and on behalf of [Insert name of Service Deliverer]

3 Different Forms of Fundraising Agreement(s) (To engage Fundraising Consultant or 2nd Parties to undertake work for a Charity, including Messrs G Owen & Co)

[Each in Word .doc format]. Please visit each of the web pages below for details:

Agreement

Charity/Consultant

Agreement

Charity

Commercial Participator

Agreement Charity

Trading Company & Commercial Participator

Please see the article entitled: Contracts are getting worse

Survey on Messrs G Owen & Co @ Master.com News web page.