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AlayaCare Marketplace Code of Conduct

Quality of Service

AlayaCare endeavours to make certain that care provided through visits in AlayaCare Marketplace meets the standard you would expect from your own agency. In addition, that care providers work in a safe and respectful environment. AlayaCare will continually monitor performance feedback and evaluate quality of care to ensure participants are adding value to this network. We are driven to enable the care we want our loved ones to receive in the place they call home. 

 

KPIs

We are acutely aware of the challenges you face every day operating your business. We firmly believe in empowering you and your key decision makers with insightful data to ensure that Better Outcomes are achieved. KPIs like missed care, cancelled visits, and incidents will be tracked. Below are the standards for each rating that are required to be met, measured monthly. 

  • Missed care: <1% of accepted Offers
  • Cancelled Visits: <5% of accepted Offers
  • Incidents: <5% of AlayaCare Marketplace interactions

Build your Network

Within the AlayaCare Marketplace network you elect organizations who you’d like to participate with. A list of all participating organizations will be made available, and you can begin working with them at any time. All participants are bound by this network of trust and overseen by AlayaCare. 

Participant Code of Conduct

AlayaCare Market Icon _1 Trust Be trustworthy and act with integrity
AlayaCare Market Icon _2 Accurate & Timely Provide accurate & timely information to AlayaCare and other AlayaCare Marketplace participants
AlayaCare Market Icon _3 Act fairly Act fairly and do not misuse AlayaCare’s features or services
AlayaCare Market Icon _4 Attempt to damage Do not attempt to damage the reputation of AlayaCare or other AlayaCare Marketplace participants
AlayaCare Market Icon _5 Attempt to influence Do not attempt to influence customers’ ratings, feedback, and reviews
AlayaCare Market Icon _6 Unsolicited or inappropriate Do not send unsolicited or inappropriate communications to other AlayaCare Marketplace participants
AlayaCare Market Icon _7 Contact Demand Do not contact Demand Participant clients directly after care has been provided
AlayaCare Market Icon _8 Contact Communicate Do not contact or communicate with care providers of other AlayaCare Marketplace participants, unless it is expressly allowed by their employer
AlayaCare Market Icon _9 Circumvent Do not attempt to circumvent the AlayaCare Marketplace matching process
AlayaCare Market Icon _10 Information from Participation Do not use information from participation in AlayaCare Marketplace to gain advantage in your market
AlayaCare Market Icon _11 Maintain the reqired Maintain the required insurance in jurisdictions you participate in with AlayaCare Marketplace
AlayaCare Market Icon _12 Adhere to relevant Adhere to relevant privacy law in your jurisdiction (HIPAA, PIPEDA, PHIPA)
AlayaCare Market Icon _13 Report any activities Report any activities which you feel violate the Terms of Participation, or the Participant Code of Conduct to [email protected]

 

AlayaCare Marketplace Cancellation Policy

Once a Demand Participant assigns an Offer to a Supply Participant, either party may cancel this referral up to two hours prior to start of care. When a cancellation is made between two hours and twelve hours prior to start of care, 25% of the Suppliers Rate will be charged to the party who cancelled. Cancellations made 24 hours or greater prior to start of care will not incur any cancellation fees. 

 

Violation of this Code of Conduct, or the AlayaCare Marketplace Terms of Participation will result in a review, and potential termination of AlayaCare Marketplace participation.