Nursing Home Service Level Agreement (SLA)
Nursing Home Service Level Agreement (SLA)
This Service Level Agreement (SLA) ("Agreement") is entered into by and between:
[Your Company Name]
[Your Company Address]
[Your Company Number]
And
[Nursing Home Name]
[Nursing Home Address]
[Nursing Home Number]
Effective Date: [Effective Date]
1. Purpose
This Service Level Agreement (SLA) establishes the terms and conditions under which [Your Company Name] will provide nursing home services to [Nursing Home Name], ensuring clear expectations and standards for both parties.
2. Services Provided
[Your Company Name] agrees to provide the following services to [Nursing Home Name]:
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Provision of skilled nursing care to residents
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Assistance with activities of daily living (ADLs) such as bathing, dressing, and grooming
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Medication management and administration
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Coordination of medical appointments and transportation
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Monitoring of vital signs and health status
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Regular communication with residents’ families and healthcare providers
3. Service Standards
[Your Company Name] commits to maintaining the following service standards:
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Skilled nursing staff available 24/7 to respond to resident needs
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Timely and accurate documentation of care provided
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Regular quality assurance assessments to ensure compliance with regulatory standards
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Ongoing staff training and development to enhance service delivery
4. Responsibilities
4.1 [Your Company Name] Responsibilities:
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Provide trained and qualified nursing staff to deliver care services
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Ensure compliance with all applicable laws, regulations, and licensing requirements
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Maintain accurate records of resident care and medication administration
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Respond promptly to inquiries and concerns from [Nursing Home Name]
4.2 [Nursing Home Name] Responsibilities:
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Provide a safe and supportive environment for residents
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Collaborate with [Your Company Name] to develop individualized care plans for residents
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Communicate any changes in resident condition or care needs to [Your Company Name]
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Ensure access to necessary resources and equipment for the provision of care services
5. Performance Metrics
5.1 Key Performance Indicators (KPIs)
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Average response time to resident call lights: [30 minutes]
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Percentage of medication errors: [10%]
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Resident satisfaction survey results: [90%]
5.2 Reporting
[Your Company Name] will provide monthly reports to [Nursing Home Name] detailing key performance metrics and any notable incidents or concerns.
6. Escalation Procedures
In the event of any issues or disputes, the following escalation procedures will be followed:
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Primary Point of Contact: Any concerns or issues should initially be addressed to the designated primary point of contact at both [Your Company Name] and [Nursing Home Name]. Contact information for the primary points of contact will be provided upon request.
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Internal Review: If the concern is not resolved to the satisfaction of the involved parties, it will be escalated internally within each organization for further review and resolution. This may involve additional staff members or management personnel depending on the nature and severity of the issue.
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Joint Review Meeting: If the internal review process does not lead to a resolution, both parties will schedule a joint review meeting within [Insert Timeline] business days to discuss the matter in person. The meeting will include representatives from both [Your Company Name] and [Nursing Home Name] to facilitate open communication and problem-solving.
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Executive Escalation: If the issue remains unresolved after the joint review meeting, it will be escalated to the executive level within each organization. Executives from both [Your Company Name] and [Nursing Home Name] will be involved in further discussions and negotiations to reach a resolution.
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Mediation or Arbitration: If all previous steps fail to resolve the issue, both parties agree to pursue mediation or arbitration as a final means of dispute resolution. The specific process and guidelines for mediation or arbitration will be outlined in a separate agreement if necessary.
7. Term and Termination
7.1 Term:
This Agreement shall commence on the Effective Date and remain in effect for an initial term of [Initial Term], unless terminated earlier in accordance with the provisions herein.
7.2 Termination:
Either party may terminate this Agreement upon [Notice Period] written notice to the other party for any material breach of the terms herein.
8. Confidentiality
Both parties agree to maintain the confidentiality of any proprietary or sensitive information disclosed during the term of this Agreement.
9. Governing Law
This Agreement shall be governed by and construed in accordance with the laws of [Governing Jurisdiction].
10. Entire Agreement
This Agreement constitutes the entire understanding between the Parties regarding the subject matter herein and supersedes all prior agreements, understandings, negotiations, and discussions, whether oral or written.
11. Amendments
Any amendments to this Agreement must be made in writing and signed by both Parties.
IN WITNESS WHEREOF, the Parties hereto have executed this Agreement as of the Effective Date.
[Your Company Name]
By:
[Your Name]
[Your Title]
Date:
[Nursing Home Name]
By:
[Nursing Home Representative Name]
[Title]
Date:
