1) TERMS OF WEBSITE USE
3) REVIEW POLICY
4) TERMS & CONDITIONS OF ADVERTISING
5) CARE HOME IDOL
Information about us
Carehome.co.uk is a site operated by Tomorrow’s Guides Limited (“We”). We are registered in England and Wales under company number 02889550 and have our registered office at Unit 4 Station Yard, Station Road, Hungerford, Berkshire RG17 0DY. Our VAT number is 757248207.
Accessing our site
Access to our site is permitted on a temporary basis, and we reserve the right to withdraw or amend the service we provide on our site without notice (see below). We will not be liable if for any reason our site is unavailable at any time or for any period.
You are responsible for making all arrangements necessary for you to have access to our site. You are also responsible for ensuring that all persons who access our site through your internet connection are aware of these terms, and that they comply with them.
In accessing any part of our site, you agree:
• not to use our site in such a way that disrupts, interferes with or restricts the use of our site by other users;
• not to reverse engineer, decompile, copy or adapt any software or other code or scripts forming part of our site; and
• not to change, modify, delete, interfere with or misuse data contained on our site and entered by or relating to any third party user of our site.
Material contained in our site must not be reproduced or exploited for commercial gain. All other rights are reserved and users must seek our permission before making any other use of material contained in our site.
Content Standards & Uploaded Content
These Content Standards apply to any content or comments posted or uploaded on our site. The Content Standards must be complied with in spirit as well as to the letter. We will determine, in our discretion, if such postings breach the Content Standards. We reserve the right to edit, not publish or to remove any content. Although our site is fully moderated, we are under no obligation to you or any other person to oversee, monitor or moderate our site or any other service we provide on our site and we may stop moderating our site at any time.
• Be accurate (where it states facts)
• Be genuinely held (where it states opinion)
• Be relevant
• Be informative
• Be civil and respectful of others
• Be written in English and comply with acceptable standards of spelling and grammar
• Comply with the laws applicable in England and Wales and in any country from which it is posted
Postings must not:
• Contain specific accusations of negligence, abuse or criminal activity.
• Be defamatory of any individual or organisation
• Be obscene, offensive, hateful, threatening, inflammatory or that are likely to harass or calculated to seriously alarm or annoy any other person
• Promote discrimination based on race, sex, religion, nationality, disability, sexual orientation or age
• Contain abusive language
• Disclose the name, address, telephone, mobile or fax number, e-mail address or any other personal data in respect of any individual
• Be written in capitals
• Stereotype sections of society
• Name any organisations/businesses other than the organisation/business that is relevant to the listing, review etc…
• Infringe any copyright, database right or trade mark of any other person
• Breach any legal duty owed to a third party, such as a contractual duty or a duty of confidence
• Be in contempt of court
• Impersonate any person, or misrepresent your identity or affiliation with any person
• Give the impression that the posting emanates from us if this is not the case
• Advocate, promote, incite any third party to commit, or assist any unlawful or criminal act
• Contain a statement which you know or believe, or have reasonable grounds for believing, that members of the public to whom the statement is, or is to be, published are likely to understand as a direct or indirect encouragement or other inducement to the commission, preparation or instigation of acts of terrorism
• Contain any advertising or promote any services or web links to other sites.
Content standards also apply to any videos uploaded to the site and, in addition to the general content standards listed above, the following specific standards (“Video Standards”) will apply:
• videos will only be posted by someone who has obtained all necessary rights and permissions to do so. Such rights and permissions will include (but not be limited to) licences and releases of any applicable copyright and performers’ rights licences and releases and consents under the Data Protection Act from anyone shown in the video or whose personal data is used in the video;
• videos will comply with the laws applicable in England and Wales and in any country from which it is posted;
• videos will not contain strobing or flashing content or other material which carries a material risk of triggering migraines, photo-sensitive epilepsy or other conditions affected by visual material;
• videos will not contain any material which would prevent the video in question obtaining a PG rating as a maximum were it subject to classification by the BBFC under its then current guidelines.
Notice & Take Down Procedure: If you believe that content on our website may breach any of our Content Standards you can alert one of our moderators by clicking on the link provided or by emailing email@example.com. You will need to provide your email address and/or telephone together with a short explanation why you believe the content does not comply with our Content Standards. Reporting content will not automatically remove it, but will ensure we look at it as soon as possible. The moderators will then decide whether to remove it permanently or reinstate it.
License of Content: By submitting content to our site, you agree to grant us a non-exclusive, perpetual royalty-free, transferable and sub-licensable licence to use that content. Although you will still own the copyright in your content, we will have the right to freely use, edit, alter, reproduce, publish and/or distribute the material contained in your content. You further grant us the right to pursue at law any person or entity that violates your or Tomorrows Guides' rights in the uploaded content by a breach of these terms.
Indemnification: You agree to indemnify and hold us harmless from and against any direct or indirect loss or damage (including consequential loss and loss of profits, goodwill or business opportunities) arising from any third party claim in relation to content you have uploaded onto our website or your breach of the provisions of these terms.
Social Media: We have a social media presence and use Facebook and Twitter among other social media platforms. Please note that material posted by you to this site may be reposted or promoted by us on our social media platforms on the same conditions as apply to our website and subject to any additional conditions imposed by the platform in question. By posting to our website you are deemed to consent to any reposting or promotion by us using social media.
Care Providers and Reviews:
- We have endeavoured to ensure that any Reviews posted on the site are fair, and that, as care providers, you always have an opportunity to provide your own point of view and to make clear where you disagree with anything being said by a reviewer. By engaging with us in this process you acknowledge that the Reviews and associated material published together constitute a fair and balanced set of opinions about your services.
- You will only use any personal data we provide to you for the purposes of responding to the particular Review to which it relates and/or for addressing any legal or regulatory issues and/or as otherwise required by law, and you will only retain any such personal data for so long as is necessary for those purpose(s).
Intellectual property rights
We are the owner of all intellectual property rights in the material and data on our site, subject to the provisions in the intellectual property rights in the Content Standards and Uploaded Content (see above). Such rights include, but are not limited to:
• unregistered trade mark rights protecting our business and trading names;
• database rights protecting the data published on our site;
• copyright and design rights in the text and graphics on our site; and
• copyright in the software used on our site other than that licensed to us.
You must only use the materials and/or data on our site for personal and non-commercial purposes and in accordance with the terms below.
You may print off one copy, and may download extracts, of any page(s) from our site for your personal reference and you may draw the attention of others within your organisation to material posted on our site.
You must not modify the paper or digital copies of any materials you have printed off or downloaded in any way, and you must not use any illustrations, photographs, video or audio sequences or any graphics separately from any accompanying text.
Our status (and that of any identified contributors) as the authors of material on our site must always be acknowledged.
You agree to indemnify and hold us harmless from and against any direct or indirect loss or damage (including consequential loss and loss of profits, goodwill or business opportunities) arising from any third party claim in relation to your use of our site or your breach of the provisions of these terms.
Reliance on information posted
Commentary and other materials posted on our site are not intended to amount to advice on which reliance should be placed. We therefore disclaim all liability and responsibility arising from any reliance placed on such materials by any visitor to our site, or by anyone who may be informed of any of its contents.
Our site changes regularly
We aim to update our site regularly, and may change the content at any time. If the need arises, we may suspend access to our site, or close it indefinitely. Any of the material on our site may be out of date at any given time, and we are under no obligation to update such material.
Limitation of our liability
The material displayed on our site is provided without any guarantees, conditions or warranties as to its accuracy. To the extent permitted by law, we, other members of our group of companies and third parties connected to us hereby expressly exclude:
1 All conditions, warranties and other terms which might otherwise be implied by statute, common law or the law of equity.
2 Any liability for any direct, indirect or consequential loss or damage incurred by any user in connection with our site or in connection with the use, inability to use, or results of the use of our site, any websites linked to it and any materials posted on it, including, without limitation any liability for:
2.1 loss of income or revenue;
2.2 loss of business;
2.3 loss of profits or contracts;
2.4 loss of anticipated savings;
2.5 loss of data;
2.6 loss of goodwill;
2.7 wasted management or office time; and
2.8 for any other loss or damage of any kind, however arising and whether caused by tort (including negligence), breach of contract or otherwise, even if foreseeable, provided that this condition shall not prevent claims for loss of or damage to your tangible property or any other claims for direct financial loss that are not excluded by any of the categories set out above.
This does not affect our liability for death or personal injury arising from our negligence, nor our liability for fraudulent misrepresentation or misrepresentation as to a fundamental matter, nor any other liability which cannot be excluded or limited under applicable law.
Our liability for losses suffered as a result of a breach of these terms by us is strictly limited to liability in respect of claims brought within one year of the material being first displayed on our site.
Information about you and your visits to our site
Viruses, hacking and other offences
You must not misuse our site by knowingly or recklessly introducing viruses, trojans, worms, logic bombs or other material which is malicious or technologically harmful. You must not attempt to gain unauthorised access to our site, the server on which our site is stored or any server, computer or database connected to our site. You must not attack our site via a denial-of-service attack or a distributed denial-of service attack.
By breaching this provision, you would commit a criminal offence under the Computer Misuse Act 1990 and other relevant laws in this and other jurisdictions. We will report any such breach to the relevant law enforcement authorities and we will co-operate with those authorities by disclosing your identity to them. In the event of such a breach, your right to use our site will cease immediately.
We will not be liable for any loss or damage caused by a distributed denial-of-service attack, viruses or other technologically harmful material that may infect your computer equipment, computer programs, data or other proprietary material due to your use of our site or to your downloading of any material posted on it, or on any website linked to it.
Linking to our site
You may link to our site, provided you do so in a way that is fair and legal and does not damage our reputation or take advantage of it, but you must not establish a link in such a way as to suggest any form of association, approval or endorsement on our part where none exists. You must not establish a link from any website that is not owned by you. Our site must not be framed on any other site. We reserve the right to withdraw linking permission without notice.
If you wish to make any use of material on our site other than that set out above, please address your request to firstname.lastname@example.org.
RSS Feeds & Iframes
You may display carehome.co.uk User Recommendations on your own website via our RSS feeds or by using our Iframe provided that you link to a dynamic version of the User Recommendations, do not reproduce, store or display any cached or otherwise outdated versions of any User Recommendation and that you clearly state that the Recommendations have been sourced from carehome.co.uk (including the link) and are subject to the carehome.co.uk terms and conditions (including the link).
If for any reason our server is not available the User Recommendation may be temporarily rendered inaccessible but we will not be liable in any way for such non-availability or interruption.
You are not allowed to make use of User Recommendations in any misleading manner or in any way which brings or risks bringing carehome.co.uk into disrepute.
Links from our site
Where our site contains links to other sites and resources provided by third parties, these links are provided for your information only. We have no control over the contents of those sites or resources, and accept no responsibility for them or for any loss or damage that may arise from your use of them.
Jurisdiction and applicable law
If you have any concerns about material which appears on our site, please contact email@example.com.
Thank you for visiting our site.
Tomorrow’s Guides Limited (“We”) are committed to protecting and respecting your privacy.
For the purpose of the Data Protection Act 1998 (the “Act”), the data controller is Tomorrow’s Guides Limited of Unit 4 Station Yard, Station Road, Hungerford, Berkshire RG17 0DY.
Information we may collect from you
We may collect and process the following data about you:
- Information that you provide by filling in forms on our site carehome.co.uk, our carehome.co.uk email newsletter and our carehome.co.uk iPhone, iPad and Android apps (“our site”). This includes information provided at the time of registering to use our site, subscribing to our service, posting material or requesting further services. We may also ask you for information when you report a problem with our site.
- If you contact us, we may keep a record of that correspondence.
- We may also ask you to complete surveys that we use for research purposes, although you do not have to respond to them.
- Details of transactions you carry out through our site and of the fulfilment of your orders.
- Details of your visits to our site including, but not limited to, traffic data, location data, weblogs and other communication data, whether this is required for our own billing purposes or otherwise and the resources that you access.
IP addresses and cookies
We may collect information about your computer, including where available your IP address, operating system and browser type, for system administration and to report aggregate information to our advertisers. This is statistical data about our users’ browsing actions and patterns, and does not identify any individual.
For the same reason, we may obtain information about your general internet usage by using a cookie file which is stored on the hard drive of your computer. Cookies contain information that is transferred to your computer’s hard drive. They help us to improve our site and to deliver a better and more personalised service. They enable us:
- To estimate our audience size and usage pattern.
- To store information about your preferences, and so allow us to customise our site according to your individual interests.
- To speed up your searches.
- To recognise you when you return to our site.
Where we store your personal data
All information you provide to us is stored on our secure servers. Any payment transactions will be encrypted. Where we have given you (or where you have chosen) a password which enables you to access certain parts of our site, you are responsible for keeping this password confidential. We ask you not to share a password with anyone.
Unfortunately, the transmission of information via the internet is not completely secure. Although we will do our best to protect your personal data, we cannot guarantee the security of your data transmitted to our site; any transmission is at your own risk. Once we have received your information, we will use strict procedures and security features to try to prevent unauthorised access.
Uses made of the information
We use information held about you in the following ways:
- To ensure that content from our site is presented in the most effective manner for you and for your computer.
- To provide you with information, products or services that you request from us or which we feel may interest you, where you have consented to be contacted for such purposes.
- To carry out our obligations arising from any contracts entered into between you and us.
- To allow you to participate in interactive features of our service, when you choose to do so.
- To notify you about changes to our service.
We may also use your data, or permit selected third parties to use your data, to provide you with information about goods and services which may be of interest to you and we or they may contact you about these by post or telephone.
If you are an existing customer, we will only contact you by electronic means (e-mail or SMS) with information about goods and services similar to those which were the subject of a previous sale to you.
If you are a new customer, and where we permit selected third parties to use your data, we (or they) will contact you by electronic means only if you have consented to this.
If you do not want us to use your data in this way, or to pass your details on to third parties for marketing purposes, please email firstname.lastname@example.org and your entry will be removed.
Disclosure of your information
We may disclose your personal information to any member of our group, which means our subsidiaries, our ultimate holding company and its subsidiaries, as defined in section 736 of the UK Companies Act 1985.
We may disclose your personal information to third parties:
- In the event that we sell or buy any business or assets, in which case we may disclose your personal data to the prospective seller or buyer of such business or assets.
- If Tomorrow’s Guides Limited or substantially all of its assets are acquired by a third party, in which case personal data held by it about its customers will be one of the transferred assets.
Retention of your information
We will retain the information you provide to us in connection with a particular Review for as long as the Review is published on our website or for as long as the information is required for our ongoing moderation process.
You have the right to ask us not to process your personal data for marketing purposes. We will usually inform you (before collecting your data) if we intend to use your data for such purposes or if we intend to disclose your information to any third party for such purposes. You can exercise your right to prevent such processing by checking certain boxes on the forms we use to collect your data. You can also exercise the right at any time by contacting us at email@example.com.
Our site may, from time to time, contain links to and from the websites of our partner networks, advertisers and affiliates. If you follow a link to any of these websites, please note that these websites have their own privacy policies and that we do not accept any responsibility or liability for these policies. Please check these policies before you submit any personal data to these websites.
Access to information
The Act gives you the right to access information held about you. Your right of access can be exercised in accordance with the Act. Any access request may be subject to a fee of £10 to meet our costs in providing you with details of the information we hold about you.
Our website carehome.co.uk allows users and third parties to post comments and ratings of care providers or product/service experiences (“Reviews”). The primary purpose of these Reviews is to help potential residents / service users to find the right care home / service. The Reviews also provide residents / service users with an opportunity to provide feedback to care providers and for care providers to use this feedback to make improvements.
This is not a formal complaint procedure or to be used for allegations of negligence, abuse or criminal activity. Reviews cannot be submitted anonymously through carehome.co.uk, we require the name and telephone/email of the reviewer and the option to share these with the care provider, so that we can properly authenticate reviews. If you wish to make a complaint or have a serious allegation of negligence, abuse or criminal activity, you should contact the care provider, the relevant regulatory authority or the police.
The views, comments and opinions expressed in the Reviews submitted to our site do not represent our views and we accept no responsibility or liability for any such Reviews. All Reviews are left in accordance with our terms and conditions.
Moderation – Pre-Screening of Reviews
a) The Review is posted online or it is received from a Review Card and then entered onto our system by the Review Team.
b) Reviews that do not comply with the Review Policy are not accepted or published.
The Review Team reject Reviews for the following reasons:
- The Connection of the Reviewer is not valid (see section below ‘Who Can Submit Reviews’).
- The Review does not conform to our Content Standards (see section below ‘Content Standards’).
Then, an email explaining the primary reason why the Review has not been accepted is sent to the reviewer (where we have their email address) and also to the contacts of the care provider record. When a Review is rejected for not conforming to the Content Standards, the email to the Reviewer, states that they can amend and re-submit the Review.
c) Reviews that appear to comply with the Review Policy are authenticated with the reviewer:
- We have a number of data checks to authenticate Reviews (submitted from same IP address, same name/email/telephone as a current review etc..)
- For a number of Reviews, the Review Team telephones/emails the reviewer. If they are a friend/relative they may ask if they can provide the name of the person in the home for confirmation.
- If the Review Team cannot authenticate, an email is sent to the contacts of the care provider and to the reviewer stating that the Review could not be authenticated.
- If confirmed authentic, then the Review will move to pending publication.
d) Reviews Pending Publication:
When a Review moves into Pending Publication, an email is sent to the Reviewer notifying them that we aim to publish their Review within 14 days and an email is also sent to the contacts of the care provider with a link to the Review. The care provider is informed that the Review will automatically be published after 14 days unless they select one of the following options:
1) Publish Immediately. The Review will be published and email sent to reviewer and to the contacts of the care provider saying the Review is live.
2) Publish adding a response to the Review. The Review Team verify the response to ensure they abide by the terms of the Review Policy and then the Review will be published with an email sent to the reviewer and to the contacts of the care provider saying the Review is live.
Carehome.co.uk will decide, in its sole discretion, whether a Review complies with the Review Policy.
We reserve the right to edit and alter Reviews to ensure that the Review complies with our Review Policy. As a general rule, we will only edit Reviews to remove names from the content of the reviews and to correct spellings or basic grammar.
We will try to publish as many Reviews as we can but cannot guarantee that all Reviews will be published and we may reject a Review with or without giving reasons for such rejection. If carehome.co.uk rejects a Review submitted by you, if you wish, you can edit the rejected Review and resubmit it. We reserve the right to take down at any time any Review.
We cannot guarantee how quickly Reviews will be posted on our site. We try to process the Reviews as quickly as we can, but on occasions it can take up to 30 days for them to be Published or deemed non compliant with our Review Policy.
The moderation process is identical for care providers we have a commercial relationship with and for those we do not.
We endeavour to ensure that any Reviews posted on the site are fair, and that care providers always have an opportunity to provide their own point of view and to make clear where they disagree with anything being said by a reviewer. By engaging with us in this process care providers acknowledge that the Reviews and associated material published together constitute a fair and balanced set of opinions about their services.
The Review Team verify all Review Responses before publication to check they comply with the Content Standards. For the avoidance of doubt, Review Responses must not reveal specific personal information about the reviewer, the resident/service user or a third party (e.g. the person’s diagnosis or treatment) as this may breach data protection legislation (unfair processing of personal or sensitive personal data) and would also be likely to breach the care provider's duty of confidentiality to the reviewer or resident/service user. Review Responses must be submitted within 3 months of the submission date of the relevant review. We try to verify all Review Responses the same working day but we cannot guarantee this.
Notice & Take Down Procedure on our website
If you believe that someone’s Review on our website does not comply with our Review policy you can alert one of our moderators by clicking on the link provided to report a Review. You will need to provide your email address and/or telephone together with a short explanation why you believe the Review does not comply with our Review Policy. Reporting a Review will not automatically remove it, but will ensure we look at it as soon as possible. The moderators will then decide whether to remove it permanently or reinstate it. We reserve the right to take down at any time any Review.
If you have submitted a Review and wish it to be taken down from our website, you can contact one of our moderators by clicking on the link provided to report a Review. You will need to provide your email address and/or telephone and to state that you previously submitted the review and now wish for it be removed.
Who can submit Reviews?
Reviews of care providers can only be submitted by residents/service users or their family/friends. Reviews from members of staff and from parties that have the care provider as their client eg entertainers will not be accepted. For Reviews submitted on Review Cards printed before October 2016, assistance can be given to residents/service users by their family/friends or staff members, on condition that they provide their name and connection, the connection is published next to the review which clearly states assistance has been given. For Reviews submitted on Review Cards printed from October 2016, assistance can be given to residents/service users by their family/friends but NOT by staff members. The family/friends must provide their name and connection and the connection is published next to the review which clearly states assistance has been given.
Reviews of product/services experiences cannot be submitted by members of staff who provide the product/service.
People under 16 should get permission from a parent or guardian before posting on our site.
Reviews must not:
How Reviews are Submitted
We receive approximately 15% of Reviews/Recommendations through website submission and 85% of Reviews/Recommendations through Review/Recommendation Cards (only available to Enhanced / Premium Service subscribers more info). For the avoidance of doubt, we only accept Review Cards in their original format ie we do not accept photocopies of Review Cards or Review Cards that are scanned and emailed to us.
Current Reviews v Archived Reviews
The tab Current Reviews includes all Reviews submitted within the last 2 years, except where someone has submitted more than 1 Review, the older Review(s) is moved to the Archived Reviews tab. Current Reviews count towards the Review Score.
The tab Archived Reviews includes all Reviews submitted more than 2 years ago and also, where someone has submitted more than 1 Review within the last 2 years, the older Review(s) is included in the Archived Reviews tab. Archived Reviews do not count towards the Review Score.
Multiple Reviews from the same Reviewer
When a Review is submitted by someone who has previously submitted a Review, the latest Review is displayed in the Current Reviews tab and the older Review is moved to the Archived Reviews tab. Only the latest Review counts towards the Review Score (see below).
Carehome.co.uk is committed to ensuring the integrity of the content it collects and provides to its website users.
Any attempts to mislead, influence or impersonate a resident / service user or their friend / family is considered fraudulent, and is subject to penalties. Such fraudulent behaviour includes but is not limited to:
i) Attempts by an owner or agent of a care home / service to boost the reputation of an organisation by:
- Writing a review for their own organisation or for any organisation they own, manage or have a financial interest in.
- Utilising any optimisation company, marketing organisation, or third party to submit reviews.
- Impersonating a competitor, a resident or friend / family of a resident.
- Offering incentives or inducements (including discounts, free prize draws or any special treatment) to residents or friends / family of residents in exchange for reviews or to influence the content of a review.
- Submitting reviews on behalf of a resident or friend / family of a resident.
- Copying in-house comment cards or letters and submitting them as reviews.
- Selectively soliciting reviews (by e-mail, through the review cards or by any other means) only from residents or friends / family of residents who have had a positive experience.
- Pressurising residents or their friends / family to submit a positive review, remove a negative review or to make changes to a review.
- Asking residents or their friends / family to remove their reviews in return for a discount or incentive.
- Prohibiting or discouraging residents or their friends / family from posting negative or critical reviews of their experience.
- Attempts to damage competitors by submitting a negative review.
ii) An owner or agent of a care home / service writing a review on a direct competitor, even if the review describes a genuine experience.
If we discover a fraudulent review, we will remove that review and we may remove all reviews for that care home / service and any care homes / services in the same group.
When you make a Review you will be asked to provide your full name and either your telephone number and/or email address. These details will not be published and will be used to verify/respond to your Review as is necessary. We will retain the information you provide to us in connection with a particular Review for as long as the Review is published on our website or for as long as the information is required for our ongoing moderation process. The information may be shared with the care provider and they will only use any personal data for the purposes of responding to the particular Review to which it relates and/or for addressing any legal or regulatory issues and/or as otherwise required by law, and they will only retain any such personal data for so long as is necessary for those purpose(s).
Reviewers are also asked to provide a 'Display Name' to be shown on the website together with the Review. It is our policy not to publish surnames and where required our Review Team will edit the 'Display Name' appropriately.
Use of your Review
Reviews are published on our website and potentially other selected websites. They are displayed for 5 years and retained for up to a maximum of 7 years. By submitting a Review to our site, you agree to grant us a non-exclusive, perpetual royalty-free, transferable and sub-licensable licence to use that Review. Although you will still own the copyright in your Review, we will have the right to freely use, edit, alter, reproduce, publish and/or distribute the material contained in your Review. The right to edit and alter the Review will be exercised in order to ensure that the Review complies with the relevant law, this policy and to protect the privacy of individuals. We also have the right to remove Reviews from the site. You further grant us the right to pursue at law any person or entity that violates your or Tomorrows Guides' rights in the Reviews by a breach of these terms. By submitting a Review, you are warranting that you have the right to grant the licence above.
There are 12 individual ratings on each review for ‘Overall Standard’, ‘Care/Support’, ‘Treated with Dignity’, ‘Staff’, ‘Management’, ‘Rooms’, ‘Facilities’, ‘Cleanliness’, ‘Food & Drink’, ‘Activities’, ‘Safety/Security’ and ‘Value For Money’.
For each of these individual ratings, the reviewer can rate the care home / service: ‘Excellent’, ‘Good’, ‘Satisfactory’, ‘Poor’ or ‘Very Poor’ (‘Poor’ and ‘Very Poor’ options only available for Reviews submitted after 7th July 2015).
The maximum Review Score for a care home / service is 10 and it is based on the published (including Restricted Publication) Reviews in the last 2 years. When a Review is submitted by someone who has previously submitted a Review, only the latest Review will count towards the Review Score.
The Review Score (maximum of 10) is made up of a Quality Score (maximum of 5) and Quantity Score (maximum of 5):
a) Quality Score - 5 Points are available for the average rating. For each review the care home / service is rated Excellent, Good, Satisfactory, Poor or Very Poor on a number of areas eg Staff, Management etc. The care home / service receives points for each rating as follows: Excellent = 5. Good = 4. Satisfactory = 3. Poor = 2. Very Poor = 1. These points are added up and then divided by the total number of completed ratings to generate the average rating. (Please note that the ratings of Very Poor and Poor have only been available since the change from Recommendations to Reviews on 7th July 2015.)
b) Quantity Score - 5 Points are available for the number of ‘Positive Reviews’ for a care home / service. A Positive Review is defined as:
- Any Review with ‘Extremely Likely’ or ‘Likely’ in answer to the question ‘How likely are you to recommend this care provider to friends and family if they needed similar care or treatment?’
- Any Recommendation. Before the change from Recommendations to Reviews on 7th July 2015 all feedback was limited to Recommendations (ie positive comments only).
The 5 points available are broken down as follows:
i) 3 points for receiving the first Positive Review.
ii) 0.1 Point per Positive Review, up to a maximum score of 1 Point. (ie a care home / service requires 10 Positive Reviews to receive the maximum score of 1 point.)
iii) (Number of Positive Reviews ÷ number of registered beds) x 2, up to a maximum score of 1 Point. ie a care home / service has to receive a number of Positive Reviews equal to half of the number of registered beds to obtain the maximum score of 1 point. eg a care home / service with 40 registered beds, has to receive 20 Positive Reviews to obtain the maximum score of 1 point.
(For Adult Day Care Centres and Extra Care Housing which do not have a registered number of beds, ii) and iii) are replaced by the formula of 0.2 points per Review, up to a maximum score of 2 points. ie a listing needs 10 Reviews to receive the maximum score of 2 points.)
Group Review Score
The Group Review Score is derived from the average of all the Review Scores of its Members with a Review Score. 80%+ Members of the Group must have a Review Score before a Group Review Score can be achieved.
Carehome.co.uk reserves the right to alter or update this policy at any time.
Terms and definitions
These terms shall apply in addition to all other terms and conditions on this site. In the event of a conflict arising out of these terms and any others on the site, the provisions of these terms shall prevail.
For the purposes of these terms, an ‘Advertisement’ refers to all types of advertisements including (without limitation) Features, Banner Advertisements, Sponsored Categories, Enhanced / Premium Service and Job Postings on our website carehome.co.uk, our carehome.co.uk email newsletter and our carehome.co.uk iPhone, iPad and Android apps (“our site”).
Tomorrow’s Guides accepts the publication of the Advertisements on the terms set out below and by placing an order, the Advertiser (being the person or organisation placing the order for the Advertisement, whether they are the advertiser of the product or service referred to in the Advertisement or the advertising agency or media buyer for such advertiser) accepts and agrees to be bound by these terms in full.
Features on the section pages (eg Jobs Page) are displayed underneath the search and Features on the search results pages are displayed above the listing results. For information on the types of features for providers click here and for suppliers click here.
Tomorrow’s Guides reserves the right at any time to change the format of a Feature.
b) Enhanced / Premium Service
The Advertiser’s listing(s) features in the top part of area listings on carehome.co.uk with logo and photo. In addition, the Advertiser logo, up to 3 photos and up to 150 word description are displayed on the Advertiser’s profile page and the Advertiser has access to services such job vacancies, recommendation cards and press release distribution. Click here for full details of an Enhanced / Premium Service.
Photos and logos should be supplied in JPEG format.
Tomorrow’s Guides reserves the right at any time to change the format of an Enhanced / Premium Service.
c) Sponsored Categories
The Advertiser’s listing features in the top part of the listings on carehome.co.uk for a specific category. In addition, the Advertiser logo is displayed on the Advertiser’s profile page and the Advertiser has access to services such as press release distribution. Click here for full details of a Sponsored Category.
Photos and logos should be supplied in JPEG format.
Tomorrow’s Guides reserves the right at any time to change the format of a Sponsored Category.
d) Email Newsletter Banner Advertisements
The dimensions of Banner Advertisements on the Email Newsletter are 160x160 pixels, with a maximum size of 100kb. All email newsletter Banner Advertisements should be supplied in JPEG or PNG format. Click here for full details of Email Newsletter Banner Advertisements.
e) Job Postings
The job description cannot include a telephone number, website address or email (all enquiries have to go through the enquiries form) and cannot be edited once posted. Click here for full details of Job Postings.
Duration of agreements
The start date and duration of Features, Banner Advertisements, Enhanced / Premium Service, Sponsored Categories will be agreed by both Advertiser and Tomorrow’s Guides and to be confirmed via email correspondence between Tomorrow’s Guides and Advertiser. The duration of the agreement will be for 1 year unless otherwise agreed, except for Banner Advertisements on the Email Newsletter, which have a duration of 1 month unless otherwise agreed. Job Postings go live as soon as they are posted and then are displayed for 30 days.
Without limiting its other rights or remedies, Tomorrow's Guides may terminate these terms at any time by giving to the Advertiser no less than one (1) months' prior written notice. On termination of these terms:
(a) the Advertiser will, where applicable, immediately pay to Tomorrow's Guides any fees that have accrued from the start date of the Advertisements to the date of termination; and
(b) the accrued rights, remedies, obligations and liabilities of the parties as at expiry or termination shall not be affected, including the right to claim damages in respect of any breach of the Contract which existed at or before the date of termination or expiry.
Content, display, placement and links
The Advertiser will ensure any Advertisements it wishes Tomorrow’s Guides to use will be delivered to Tomorrow’s Guides in a timely manner and in any event on or before such date as Tomorrow's Guides may notify the Advertiser in writing from time to time and the Advertiser shall be solely responsible for delivering the Advertisements to Tomorrow's Guides.
Where Tomorrow’s Guides considers an Advertisement to be unsuitable or contrary to these terms, it may, without any liability to the Advertiser, reject, remove or require any Advertisement (or part of it) to be amended.
The Advertiser represents, warrants and undertakes to Tomorrow’s Guides that:
(a) any information supplied in connection with the Advertisement is accurate, complete, true and not misleading;
(b) it has obtained the consent of any living person whose name or image (in whole or in part) is contained in any Advertisement;
(c) the Advertisements are legal, decent, honest and truthful, and comply with all applicable laws, regulations or codes of practice; and
(d) the Advertisements are not libellous or obscene and do not infringe the rights of any person (including any person's intellectual property rights).
Where the Advertiser is an advertising agency or media buyer, the Advertiser further warrants that it is authorised by the advertiser of a product or service to place the Advertisement with Tomorrow’s Guides and the Advertiser will compensate Tomorrow’s Guides for any claim made by such advertiser against Tomorrow’s Guides.
The placement of Banner Advertisements will be agreed in advance in writing by both the Advertiser and Tomorrow’s Guides.
Banner Advertisements will link to the listing page of the Advertiser, unless otherwise agreed. If it is agreed that the Banner Advertisements should link direct to the Advertisers website, the link of the Banner Advertisement will have a no follow attribute and will pass through a gateway page so that Tomorrow’s Guides can track website statistics.
For Enhanced / Premium Services and Sponsored Categories, the links on the profile pages will have a no follow attribute and will pass through a gateway page so that Tomorrow’s Guides can track website statistics.
Fees and payment
The prices for the Advertisements will be set out in the quotation provided by Tomorrow's Guides, and all prices quoted are exclusive of VAT. Tomorrow’s Guides reserves the right to change the prices at any time. Once an order for an Advertisement has been received the order is non-cancellable and non-refundable.
All Advertisements on our site will be invoiced on date of agreement, unless otherwise agreed.
All invoices are payable within 30 days from the date of invoice and time for payment is of the essence.
Tomorrow’s Guides may refuse to publish any Advertisement for any Advertiser who has not paid any sums due for any advertising, as required under these terms.
Without limiting any other right or remedy of Tomorrow’s Guides, if the Advertiser fails to make any payment due to Tomorrow’s Guides under these terms by the due date for payment, Tomorrow’s Guides shall have the right to charge interest on the overdue amount at the rate of 4% per annum above the then current Bank of England's base rate accruing on a daily basis from the date of due payment until the date of actual payment of the overdue amount, whether before or after judgment, and compounding quarterly.
All fees are non-refundable and will not be pro-rated should Advertiser decide to discontinue the display of an Advertisement.
Notwithstanding the other terms and conditions on Tomorrow’s Guides' site, the Advertiser acknowledges and agrees that Tomorrow's Guides owns the intellectual property rights in all Advertisements written or designed by it, or on its behalf.
The Advertiser grants to Tomorrow’s Guide a non-exclusive, royalty-free, irrevocable licence to:
(a) use the Advertiser’s names, trade marks and/or logos as Tomorrow's Guides may consider reasonably necessary for the purposes of publishing the Advertisements; and
(b) reproduce the Advertisements in any media at any time.
All agreements are non-exclusive, meaning Tomorrow’s Guides may have Advertisements from several parties appearing on its site at the same time.
Tomorrow’s Guides will not be responsible for any liability, loss, cost, claim, damage or causes of action of any kind (and whether direct or indirect) that it may suffer as a result of the transactions contemplated hereby, including but not limited to loss resulting from service delays and incomplete or interrupted service, regardless of cause or fault.
Truth in advertising / indemnification for liability
The Advertiser is solely responsible for any liability arising out of or relating to Advertisements (as the case may be) and the use and/or publication of them, and/or any material to which users can link through to. The Advertiser represents and warrants that any information found on URLs hyperlinked from Advertisements will not violate any criminal laws or any rights of any third parties, including, but not limited to, such violations as infringement or misappropriation of any copyright, patent, trade mark, trade secret, image or other proprietary or confidential information or property right, false advertising, unfair competition, defamation, invasion of privacy or rights, violation of any anti discrimination law or regulation, or any other right of any person or entity.
The Advertiser agrees to indemnify Tomorrow’s Guides and to hold Tomorrow’s Guides, and its officers, directors, employees and agents harmless from any and all liability, loss, cost, damages, claims or causes of action of any kind, including reasonable legal fees and expenses that may be incurred by Tomorrow’s Guides, arising out of or related to the Advertiser’s breach of any representations and warranties in these terms.
Limitation of liability
Tomorrow's Guides' liability for losses suffered by the Advertiser as a result of a breach of these terms by Tomorrow’s Guides is strictly limited to the price paid for the Advertisements.
Tomorrow’s Guides’ liability for losses suffered by the Advertiser as a result of a breach of these terms by Tomorrow’s Guides is strictly limited to liability in respect of claims brought within one year of the date of the invoice for the Advertisement.
To the fullest extent permitted by law, Tomorrow’s Guides expressly excludes any liability for any indirect, special or consequential loss or damage arising out of or in connection with these terms or an Advertisement, and also excludes, without limitation, any liability for:
(a) loss of income or revenue;
(b) loss of business;
(c) loss of profits or contracts;
(d) loss of anticipated savings;
(e) loss of data;
(f) loss of goodwill;
(g) wasted management or office time; and
(h) for any other loss or damage of any kind, however arising and whether caused by tort (including negligence), breach of contract or otherwise, even if foreseeable.
This does not affect Tomorrow’s Guides’ liability for death or personal injury arising from its negligence, nor its liability for fraudulent misrepresentation or misrepresentation as to a fundamental matter, nor any other liability which cannot be excluded or limited under applicable law.
If any of these terms are determined by any competent authority to be invalid, unlawful or unenforceable to any extent, such term, condition or provision will to that extent be severed from the remaining terms, conditions and provisions which will continue to be valid to the fullest extent permitted by law.
Agreements shall be governed by English law and the parties agree to submit to the exclusive jurisdiction of the English courts in connection with any disputes which might arise out of, under or in connection with this agreement.
For the rules of the competition, please refer to the Q&A section on the Care Home Idol home page by clicking here.
Please also refer to the above TERMS OF WEBSITE USE, in particular the section Content Standards and Uploaded Content.