Under the Care Plus Medical Ucc system, what methods, procedures, and standards are included?
Care_Plus_Medical_Ucc Franchise · 2024 FDDAnswer from 2024 FDD Document
Background Statement:
A. Care Plus Medical UCC and its affiliate Care Plus Medical Group, have created and own a system (the "System") for developing and operating a state-of-the-art facility offering walk-in urgent medical care services as well as telemedicine, under the trade name "Care Plus Medical".
B. The System includes (1) methods, procedures, and standards for developing and operating a Care Plus Medical business, (2) plans, specifications, equipment, signage and trade dress for Care Plus Medical businesses, (3) particular products and services, (4) the Marks, (5) training programs, (6) business knowledge, (7) marketing plans and concepts, and (8) other mandatory or optional elements as determined by Care Plus Medical UCC from time to time.
"System Standards" means, as of any given time, the then-current mandatory procedures, requirements, and/or standards of the System as determined by Care Plus Medical UCC, which may include without limitation, any procedures, requirements and/or standards for appearance, business metrics, cleanliness, customer service, design (such as construction, decoration, layout, furniture, fixtures and signs), equipment, inventory, marketing and public relations, operating days, operating hours, presentation of Marks, product and service offerings, quality of products and services (including any guaranty and warranty programs), reporting, safety, technology (such as computers, computer peripheral equipment, smartphones, point-of-sale systems, back-office systems, information management systems, security systems, video monitors, other software, backup and archiving systems, communications systems (including email, audio, and video systems), payment acceptance systems, and internet access, as well as upgrades, supplements, and modifications thereto), uniforms, and vehicles.
(c) Procedures. Care Plus Medical UCC will provide Franchisee with Care Plus Medical UCC's recommended administrative, bookkeeping, accounting, and inventory control procedures. Care Plus Medical UCC may make any such procedures part of required (and not merely recommended) System Standards.
7.7 Software. Without limiting the generality of Section 7.1 or Section 8.1, Franchisee shall acquire and use all software and related systems required by Care Plus Medical UCC.
7.9 Evaluation and Compliance Programs. Franchisee shall participate at its own expense in programs required from time to time by Care Plus Medical UCC for obtaining customer evaluations, reviewing Franchisee's compliance with the System, and/or managing customer complaints, which may include (but are not limited to) a customer feedback system, customer survey programs, and mystery shopping.
Care Plus Medical UCC may set minimum scores that Franchisee must receive from the public on internet review sites (such as Yelp or Google).
- 7.10 Payment Systems. Franchisee shall accept payment from customers in any form or manner designated by Care Plus Medical UCC (which may include, for example, cash, specific credit and/or debit cards, gift cards, electronic fund transfer systems, and mobile payment systems).
Franchisee must at all times comply with payment card industry data security standards (PCI-DSS).
7.11 Gift Cards, Loyalty Programs, and Incentive Programs. At its own expense, Franchisee shall sell or otherwise issue gift cards, certificates, or other pre-paid systems, and participate in any customer loyalty programs, membership/subscription programs, or customer incentive programs, designated by Care Plus Medical UCC, in the manner specified by Care Plus Medical UCC in the Manual or otherwise in writing.
7.12 Maintenance and Repair. Franchisee shall at all times keep the Business in a neat and clean condition, perform all appropriate maintenance, and keep all physical property in good repair.
Franchisee shall comply with any code of ethics or statement of values from Care Plus Medical UCC.
8.1 Generally. Franchisee shall acquire all Inputs required by Care Plus Medical UCC from time to time in accordance with System Standards.
- 11.2 Inspections. Care Plus Medical UCC may enter the premises of the Business from time to time during normal business hours and conduct an inspection. Franchisee shall cooperate with Care Plus Medical UCC's inspectors. The inspection may include, but is not limited to, observing operations, conducting a physical inventory, evaluating physical conditions, monitoring sales activity, speaking with employees and customers, and removing samples of products, supplies and materials. Care Plus Medical UCC may videotape and/or take photographs of the inspection and the Business. Care Plus Medical UCC may set a minimum score requirement for inspections, and Franchisee's failure to meet or exceed the minimum score will be a default under this Agreement.
Source: Item 22 — CONTRACTS (FDD page 41)
What This Means (2024 FDD)
According to Care Plus Medical Ucc's 2024 Franchise Disclosure Document, the System includes methods, procedures, and standards for developing and operating a Care Plus Medical business. It also encompasses plans, specifications, equipment, signage, and trade dress for Care Plus Medical businesses, along with particular products and services, the Marks, training programs, business knowledge, and marketing plans and concepts. These elements can be mandatory or optional, as determined by Care Plus Medical Ucc.
The System Standards cover a wide array of operational aspects, including appearance, business metrics, cleanliness, customer service, design (such as construction, decoration, layout, furniture, fixtures, and signs), equipment, inventory, marketing and public relations, operating days, operating hours, presentation of Marks, product and service offerings, quality of products and services (including any guaranty and warranty programs), reporting, safety, technology (such as computers, computer peripheral equipment, smartphones, point-of-sale systems, back-office systems, information management systems, security systems, video monitors, other software, backup and archiving systems, communications systems (including email, audio, and video systems), payment acceptance systems, and internet access, as well as upgrades, supplements, and modifications thereto), uniforms, and vehicles.
Care Plus Medical Ucc also provides recommended administrative, bookkeeping, accounting, and inventory control procedures, which may become mandatory System Standards. Franchisees are required to use all software and related systems specified by Care Plus Medical Ucc, enter into required subscription and support agreements, and keep the business in good repair. They must also participate in programs for customer evaluations and compliance reviews, meeting any minimum score requirements set by Care Plus Medical Ucc, including those from internet review sites. Franchisees must accept payment in forms designated by Care Plus Medical Ucc and comply with payment card industry data security standards (PCI-DSS).
Furthermore, franchisees must sell gift cards and participate in loyalty and incentive programs as directed by Care Plus Medical Ucc. They are also obligated to resolve customer complaints promptly and adhere to any code of ethics or statement of values from Care Plus Medical Ucc. Franchisees must acquire all required inputs according to System Standards, potentially from Care Plus Medical Ucc, its designee, or approved vendors. Care Plus Medical Ucc retains the right to modify the Manual and System Standards at any time and may conduct inspections to ensure compliance, with failure to meet minimum scores potentially leading to default under the Franchise Agreement.