Service policy

1. Nature of our services

Our services are non-medical accompaniment services. They are meant to make everyday life easier, safer and less isolated. They do not replace a CLSC, doctor, nurse, pharmacist, authorized care worker or any other professional.

Every service must be discussed and confirmed before it is provided. Submitting a form is not an acceptance of the request or a guarantee of availability.

2. Services usually permitted

• Companionship, conversation, reading, games and attentive presence;
• Walking or a light activity adapted to the person;
• Shopping, errands and accompaniment to an appointment;
• Preparing simple meals and providing light help with routines;
• Small, safe household tasks agreed upon in advance;
• Social outings and respite companionship for a caregiver;
• Attentive, non-medical presence during a planned overnight service;
• Help understanding and organizing steps with an insurer, government department or other service;
• Verbal reminders for routines or appointments without clinical decisions.

The exact service, duration, location and responsible person are confirmed with the client or authorized representative.

An overnight presence may be arranged for a defined time period. The agreement states whether the companion remains awake, the planned non-medical checks, the person to contact and the emergency plan. It is never clinical monitoring.

3. Excluded services

Our team does not provide:

• Diagnosis, clinical assessment, clinical monitoring or medical advice;
• Medication administration, preparation, adjustment or decisions;
• Injections, wound care, blood-sugar testing, catheters or reserved professional acts;
• Bathing, toileting, intimate care, clinical feeding or physical transfers;
• Manual lifting, restraint or specialized equipment without authorized trained staff;
• Heavy housekeeping, work at height, repairs, snow removal or hazardous tasks;
• Medical supervision, clinical monitoring, emergency service or permanent 24-hour availability without a planned service agreement;
• Any illegal, deceptive, discriminatory, violent or unsafe act.

When a need is outside our role, we may recommend contacting a professional, the CLSC, Info-Santé 811 or another appropriate service.

4. Medication and health information

A companion may give a scheduled verbal reminder when the person remains fully independent. The companion does not select medication, prepare a pill organizer, hand over a dose, check interactions or decide whether a dose should be taken, delayed or changed.

The client should share only the health information genuinely needed for service safety. Medical questions must be directed to an authorized professional.

5. Outings, transportation, errands and administrative steps

Transportation arrangements must be agreed upon before the service. Transportation is not provided without an authorized driver, a safe vehicle and appropriate insurance. Le Coup de Main does not provide medical or emergency transportation.

For errands, the budget and payment method are agreed upon in advance and a receipt is returned. A companion never asks for or keeps a PIN, banking password or power of attorney; makes a major withdrawal; signs for the client; or lends or borrows money.

For an administrative matter, a companion may help the client find the steps, prepare documents supplied by the client, complete a form under the client’s direction or be present during a call. The client remains the decision-maker, confirms the information and signs. The companion does not impersonate the client, provide legal, financial or immigration advice, or retain passwords. If an organization requires consent or authorization, the client must complete the required official form.

6. Home safety and the right to stop a task

The client or representative must disclose known risks before a visit, including animals, smoke, infestation, contagious illness, weapons, aggressive behaviour, access issues or special equipment.

A companion may refuse or stop a task that is outside their role, beyond their training or dangerous to the client, another person or themselves. When possible, the team explains the situation and looks for a safer solution.

7. Emergencies and changes in condition

In an immediate danger, loss of consciousness, breathing distress, serious fall or other emergency, the companion calls 911 and follows emergency instructions. The contact person is then notified when this can be done without delaying help.

A companion does not diagnose and does not replace an emergency plan, alert device or clinical presence.

8. Professional boundaries and protection from abuse

• All interactions must remain respectful and free of violence, threats, harassment, discrimination or sexual conduct;
• A companion cannot accept a loan, inheritance, power of attorney, significant gift or personal transaction;
• A companion cannot become a co-signer, liquidator, financial agent or witness to a client’s legal document;
• Keys and access codes are handled only under a specific agreement and may not be copied or shared;
• No photo, video or publication about the client is permitted without valid, explicit consent.

Suspected abuse, fraud or serious danger may be reported to the appropriate people or authorities when permitted or required by law.

9. Responsibilities of the client or representative

• Provide accurate information and report changes;
• Make sure the requested task matches the confirmed service;
• Maintain a reasonably clean and safe environment;
• Provide the contact information of a person to reach if needed;
• Respect the companion, schedule, payment terms and service limits;
• Do not leave the companion with an unagreed clinical, legal or financial responsibility.

10. Scheduling, cancellation and interruption

The client may request to move or cancel a service by contacting us. The following fees apply to the scheduled service amount, unless a specific agreement or a more favourable legal rule applies:

• 48 hours or more before the service: no fee.
• 24 to 48 hours before the service: 25% of the scheduled amount.
• Less than 24 hours or the same day: 100% of the scheduled amount; no refund.

The notice period is calculated from the time the cancellation is received. A cancellation caused by Le Coup de Main carries no fee for the client.

Le Coup de Main may refuse, postpone or stop a service that is outside its mandate, unsafe, illegal, impossible to provide properly or affected by abusive behaviour. Recurring agreements are changed or ended according to the agreement and applicable law.

11. Responsibility and protections

Le Coup de Main undertakes to provide the agreed service with care, respect and diligence. This is an obligation of means: companionship cannot guarantee a specific result, prevent every fall or decline, or replace professional monitoring.

The client retains their personal, medical, financial and legal decisions. Each party must promptly report an error, incident or change affecting safety. Responsibilities are determined according to the facts, the agreement and applicable law.

Nothing in this policy limits responsibility where the law prohibits it or removes a consumer right or remedy provided by law.

12. Incidents, comments and complaints

Every incident is taken seriously. A client, loved one or representative may request an explanation, report a problem or make a complaint. We document the situation, protect personal information and provide reasonable follow-up.

13. Client rights and applicable documents

This policy supplements the service confirmation or agreement and removes no right granted by law. In case of a difference, the law and valid specific terms agreed with the client take priority.

Rules about personal information are described in our privacy policy.