This Home Caregiving Policy must be read together with the NENO Service Policy, which provides additional terms and conditions governing our services. The NENO Service Policy outlines broader operational policies, client rights, and service provisions that apply to all NENO services. By receiving services from NENO, the client agrees that this policy forms part of the agreement that will be signed prior to the commencement of services.

• Caregivers assist with daily living activities, medication reminders, wound care, hygiene support, and companionship.

• Doctors conduct assessments for new clients and follow up with monthly home visits to monitor progress.

• Medical chaperons conduct bi-monthly visits to supervise caregivers and ensure quality care.

• A dedicated WhatsApp group between NENO and service providers allows real-time communication for patient monitoring and reporting.

• Clients receive weekly updates on e-Healthcare Records for transparency and tracking of care progress.

• Caregivers must follow the personalized care plan developed by medical professionals.

• Clients have the right to:

• Be informed about their care options and participate in decisions.

• Refuse services (before confirmation of service) or change caregivers.

• Have their personal information protected under privacy laws.

• Receive care free from neglect, discrimination, or harm.

• Positioning & Mobility Support:  Assistance with repositioning to prevent bedsores, encourage mobility, and ensure fall prevention.  Transfers between bed, chair, and wheelchair are provided if safe and feasible.

• Meal Preparation & Eating:  Caregivers will assist with basic meal-related tasks, such as reheating or assembling meals.  They will not cook meals from scratch, do grocery shopping, or handle meal planning.  Special dietary meal planning (e.g., diabetic, low-sodium diet) requires professional guidance.  Clients may provide clear instructions for reheating meals that align with any cultural or dietary requirements such as Halal or vegetarian meals.

• Toileting & Hygiene:  Support with toileting, diaper changes, and perineal care.  Catheter or stoma care requires a nurse.

• Bathing, Grooming & Hygiene:  Includes assistance with bathing, dressing, hair care, nail care (excluding medical pedicure), and grooming.  Care for medical skin conditions must be handled by a nurse or medical professional.

• Oral Medication Consumption:  Caregivers can remind and assist clients in taking medication as prescribed.  Medication via injection, inhaler, or feeding tube must be handled by a nurse.

• Simple Exercise:  Light stretching, guided movements, and physiotherapy exercises (if prescribed by a professional).  Rehabilitation therapy must be conducted by a physiotherapist / occupational therapist.

• Social & Emotional Support:  Basic companionship and engagement in social activities.  Caregivers do not provide professional counseling or psychiatric interventions.

• NENO’s caregivers do not perform home help, home maker, or maid services such as Laundry, Grocery shopping, House cleaning or general housekeeping and Cooking for the entire household

• Exception: Patient-Area Maintenance.  Caregivers may clean and maintain hygiene in the patient’s immediate area (e.g., bed, wheelchair, commode, patient’s personal utensils).

To ensure fair and sustainable working conditions for caregivers while maintaining high quality client care, the following work-rest schedule applies:

• Caregivers are entitled to breaks according to the shift duration as outlined in the table above.

• Breaks are intended for meals, personal rest, and prayers (for Muslim caregivers).

• Clients will be informed in advance about caregivers' break schedules.

• This policy is in accordance with the Employment Act 1955 (Malaysia), which mandates that employees working more than 5 consecutive hours must be given a minimum of 30-minute break (Section 60A(1)).

• For live-in caregivers, adequate rest time aligns with Occupational Safety and Health Act 1994 (Malaysia), ensuring caregivers' well-being and preventing burnout.

• The policy also adheres to Malaysia's Minimum Wages Order 2022, ensuring fair compensation for working hours.

• Muslim caregivers will be given sufficient time for five daily prayers, integrated within their break schedule.

• Each prayer break is approximately 5–10 minutes, depending on shift duration.

• These breaks do not exceed the total break allocation given to non-Muslim caregivers.

• All caregivers (Muslim and non-Muslim) receive time for meals within their allocated break period.

• The timing of meal breaks should be coordinated with the client to ensure smooth caregiving service.

• Passive Overnight Duty: The caregiver is allowed to sleep but must be available if needed. They should receive 5–6 hours of uninterrupted rest.

• Active Overnight Duty: The caregiver stays awake throughout the night to assist the client. They should receive short breaks but no sleep time.

• If a client requires constant supervision overnight, a second caregiver or family assistance is recommended.

• Breaks can be adjusted in urgent care situations, ensuring client safety is prioritized.

• If a caregiver misses a break due to an emergency, they are entitled to take the break at a later, more suitable time.

• Caregivers should have their breaks near the client’s location when possible to ensure supervision.

• If a caregiver works/stays beyond agreed shifts, overtime pay rate per hour will apply.

This policy ensures fairness for caregivers while maintaining quality care for clients. Clients are encouraged to respect caregivers' break times as part of ethical and sustainable caregiving practices.

• Live-in caregivers are provided with a private room with access to basic facilities for rest and privacy.

• Daily caregivers are provided with a designated rest area. 

• The caregiver’s personal space and rest time should be respected to ensure they are well-rested and able to provide quality care. 

• Caregivers are entitled to meals during their shift breaks and may use kitchen facilities where available. Alternatively, they may purchase food and beverages via e-hailing services at their own expense.

• Clients do not need to provide meals for the caregiver, it will be at the client's own discretion.

• Clients must request rescheduling at least 7 days before the scheduled service for a free reschedule.

• Requests made 24-48 hours before the appointment may incur a 5% rescheduling fee, except for verified emergencies.

• If the caregiver is already en route or has arrived at the location, the client must pay a 5% fee of  the day’s service fee and transport costs.

• Clients are allowed up to two free reschedules per month, provided the request is made at least 7 days in advance.

• Additional rescheduling requests are subject to availability and may incur a 5% rescheduling fee.

• Rescheduling requests for weekends or public holidays will be accommodated without extra charges if requested 7 days in advance.

• Requests made 24-48 hours before the appointment, a 5% rescheduling fee may apply unless due to a verified emergency.

• Clients facing urgent medical conditions, hospital admissions, or family emergencies may reschedule once every 3 months at no charge, even on short notice.

• If the client requires multiple emergency reschedules, NENO may request supporting documents (e.g., hospital admission slip) for additional fee waivers.

• Clients under ongoing medical treatments can request a flexible rescheduling arrangement, subject to NENO’s approval.

• Rescheduling depends on service provider and caregiver availability.  

• If the requested reschedule date/time is unavailable, clients may: 

• Postpone to the next available slot at no extra cost.
• Request a different caregiver (subject to availability).
• Convert to a tele-consultation (If applicable for doctor or nurse services).
• Cancel the service, following the cancellation policy.

• If NENO or the assigned caregiver needs to reschedule due to unforeseen circumstances (e.g., illness, emergencies), clients will be notified as soon as possible.

• Clients will have the option to:

• Accept a new date/time with the same caregiver.
• Request a different caregiver (if available).
• Cancel the service: 
• If NENO provides an alternative but the client declines, a pro-rated refund minus a 5% administrative fee applies.
• If NENO cannot provide an alternative, a full refund will be issued for unused service days.

• First-Month Leave Restriction: If a caregiver takes leave in the first month, NENO will arrange a qualified replacement caregiver at no additional cost within 24 to 48 hours. 

• Planned Leave (14 Days Notice):  If a caregiver takes annual or medical leave, NENO will arrange a qualified replacement caregiver at no additional cost with a 3 days notice. 

• Emergency Leave:  If a caregiver takes unplanned leave, NENO will provide a replacement within 24-48 hours, and a replacement fee may apply if the leave is non-entitled. 

• Service fee has included a one-time replacement fee monthly.  After that one-time, 5% replacement fee may apply for the next caregiver’s unplanned absences.  Clients have the option to waive replacement care temporarily to avoid this fee.

• A 5% administrative fee may apply for any client-requested caregiver replacement, subject to 14 days of notice from the client.

• Caregivers are expected to fulfill their scheduled bookings. In case of unavailability, NENO will provide an alternative caregiver when possible.

• Clients may reschedule services if their assigned caregiver is unavailable, subject to NENO’s rescheduling policies.

• If a caregiver is unable to attend due to last-minute emergencies, NENO will notify the client immediately and offer alternatives, including rescheduling or refunds, if necessary.

• 5% replacement fees may apply for last-minute changes initiated by the client.

• Clients experiencing any misconduct must report it immediately to NENO for prompt action.

• NENO upholds strict professional and ethical standards for all caregivers. If a caregiver is found to have engaged in misconduct (e.g., theft, breach of confidentiality, unprofessional behavior), NENO will take immediate action, including:

• Immediate caregiver replacement at no extra cost.
• Investigation & disciplinary measures against the caregiver, which may include termination.
• Clients may request a refund or service cancellation, depending on the situation.