What is Complex Care - Outstanding Specialist Care

Complex care

What is complex care?

People who are receiving complex home care typically have substantial and on-going healthcare needs as a result of chronic illness, disabilities or following hospital treatment. When someone needs to receive complex medical care, most believe the only place this can be provided is in a hospital or care home setting.

However, more and more families are now choosing to receive complex care in the comfort and familiarity of their own home with care provided by a specialist live-in care provider, who employs professional carers trained to support a number of complex medical conditions. Complex care is sometimes referred to as long-term care or continuing care.


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Please get in touch to arrange your live-in care home assessment.


The NHS is the primary complex provider in the UK. Whilst much of this care is provided in hospital, services are also provided in other ways:

  • In the person’s own home, where the NHS will either provide or fund a third-party partner or organisation to provide care services based on an assessment of needs.
  • In a nursing home, where the individual is cared for in either a local authority funded home or a privately run nursing home.
  • In a third-party partner’s facility where care is paid for by the NHS.

Complex care funding

In the UK, medical care for those who have an identified healthcare need is free at the point of delivery, whether that is in an NHS hospital setting, care home or for those who choose to have care at home.

Funding for health care services outside of a hospital setting is called NHS Continuing Healthcare and is arranged through regional Clinical Commissioning Groups (CCG’s), who is also responsible for assessing an individual’s eligibility for funded services.

To be eligible for NHS Continuing Healthcare funding for complex or long-term care, an individual will have been assessed as their primary need being health related. A complex medical condition requires high levels of intervention and on-going support, including palliative care. Sadly, for many families this funding will not necessarily cover those who require dementia care either in the home or in a residential care setting. However, there have been some instances where it has been granted to those living with dementia, so it is worth pursuing an assessment with your local CCG.


What happens if NHS Continuing Healthcare funding is not available?

For many families, particularly those whose loved one is living with dementia or for those requiring Parkinson’s care, funding simply may not be available as the person’s need is not considered a health need, but a social care need. If your loved one is not eligible for NHS Continuing Healthcare funding, families will need to seek funding through their local authority (which is means tested according to a person’s financial circumstances) or privately fund the cost of care themselves. The Good Care Group has worked with many families over the last 10 years to successfully secure NHS Continuing Healthcare funding, specifically for families who are originally assessed as not having an identified health care need, or for those who are living with dementia, but whose symptoms are having a significant impact on their health.


At The Good Care Group we understand that everyone’s situation is different. That is why our complex care packages are designed around the individual needs of each person, meaning the care is tailored, flexible and adaptable to changing circumstances. Our complex care can be delivered on a respite or on-going basis. Whether you need support after a hospital stay or you have a complex condition you have managed since birth and now need extra help in your later years our live-in carer can support you to continue to live independently in your own home.


To arrange complex care with The Good Care Group, please contact our Clients Services team who will be happy to discuss your or your loved ones care requirements.

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Our live-in care service for those requiring complex care is provided on a one-to-one basis resulting in a high quality, compassionate service that ensures an individual is able to live a fulfilling life and maintain their lifestyle choices, despite the limitations of their medical condition.

The complex conditions we care for includes, but is not limited to:


We have been providing high quality, complex care services to families in England and Scotland for over 10 years. At the heart of our award-winning service is enabling people to live independently in their own home with an improved quality of life. Our approach to care at home means our clients can achieve improved health and well-being. For families they benefit from peace of mind and reassurance that their loved one is receiving the very best care and support.

A perfectly matched care team

A live-in care service usually involves two carers working a two-week rotation. They will be carefully matched working with you and your family. We make sure they are skilled and equipped to meet all your care and support needs. Our focus on matching means the care team chosen share common interests and backgrounds. We know this means life is enjoyable for everyone. Your care team really gets to know you and your needs, which means you get consistency of care.

Expertly trained carers

All our professional carers are required to complete our leading training programme before they care for our clients. Our programme has been created with leading charities and clinical experts. It goes beyond mandatory requirements in the care sector. Carers are then equipped to provide high-quality care and support for those living with specialist conditions. Our carers never stop learning new skills to further enhance the care they provide.

Continuity of care

Unlike an agency we employ our carers. This means they are committed to us, as we are to them. Carers enjoy the security of being employed, which means they stay with us longer. Those who work for agencies move around more. For families this means that you get continuity and consistency of the same care team caring for your loved one. This means high-quality care can be achieved with improved outcomes and no disruption to your loved one’s life.

In-house clinical experts

We have a dedicated team of in-house clinical experts. This includes a specialist consultant nurse, who also provides Admiral Nurse services to those living with dementia. Our management team consists of nursing professionals. They guide our carers to provide safe and effective nurse-led care at home. We also have our own in-house Occupational Therapist (OT) who works closely with healthcare professionals and our care teams. Our OT provides guidance and advice that enables people to live well in their own home with any equipment they may need. These experts lead, monitor and support our care teams to deliver best practice nurse-led care at home.

Innovative care technology

Unlike any other live-in care provider, we have our own online care community. Families, healthcare professionals and carers can access up to date information about the care being provided. It enables more effective monitoring, which means issues can be responded to efficiently. For our families it provides a reassuring window into the care their loved one is receiving. Our carers also use the online community to share ideas and support each other. It provides a vital connection which is important when remote working. Carers will use the online community so their clients can enjoy time online. This includes video calls with family, so they feel connected. Clients can use it to shop online or browse the web.

Improving health outcomes

Every decision we make is driven by delivering improved health outcomes for our clients. Our digital technology allows us to predict risk and shape the care we provide. We measure health outcomes.

We want to know we are improving the quality of our clients’ lives every year.

Our health and well-being aim to reduce:

  • Behaviours that challenge
  • Antipsychotic drugs in dementia care
  • Falls in the home
  • Hospital admissions
  • Readmission to hospital
  • Urinary tract infections (UTIs)
  • Chest infections
  • Carer stress
  • They aim to promote:
  • Independence
  • Well-being
  • Excellent nutrition and hydration
  • Enjoyment in life

Highest service rating from care regulators in England and Scotland

Unlike introduction agencies we are fully regulated in England and Scotland. This means the care and support we provide is regularly inspected. We are the only dedicated live-in care provider in England to achieve an ‘Outstanding’ rating by the Care Quality Commission (CQC). We have achieved this rating in all five measures – safe, effective, caring, responsive and well-led. In Scotland, our service has been inspected by the Care Inspectorate (CI). It has achieved the highest rating of a 6 (Excellent) for quality of care and support and 5 (very good) for staffing, management and leadership. We know this provides families with peace of mind that their loved one is receiving the best possible care.

A fully managed service

Families benefit from our fully managed service delivered by care experts. This means you do not need to worry about supervising and managing the carer looking after your loved one. Our professional carers are supervised by an experienced care manager and supported by clinical experts. We provide this support 24 hours a day, 7 days a week. Your dedicated care manager will be on hand to support you, your loved one and our carer teams. We invest in our care management team to ensure they have enough time to give the support everyone needs. With our fully managed service, families do not have the burden of managing the care arrangement themselves. We know this means families can have peace of mind, whilst enjoying quality time with their loved one. They do not have to worry about the tasks of caring.

Local teams with national coverage

We operate throughout England and Scotland with a local approach to management of our teams near you. Each dedicated care manager local to you has only a small number of clients to support. This means they can provide higher levels of monitoring and support than other home care providers. It also means a highly personalised approach to care can be delivered.

“I am proud to be able to provide clients and families with the clinical oversight and emotional support they need. With the hands on support I provide carers we continue to see improved health outcomes for our clients.”

Dr Pritchard, Consultant Nurse

The cost of complex care

Our complex care or continuous care costs are subject to a full assessment of your loved one’s needs. It is worth considering that live-in complex care is comparable to the care offered in a care home, with all the compelling benefits of staying in the comfort, familiarity and safety of your own home and surroundings, whilst receiving the specialist medical support you need.

What Is A Complex Care Support Plan?

For every one of our clients we create a comprehensive support plan that includes detailed information and instructions for carers regarding a person’s medical needs, treatment plan and medications. This uniquely developed, highly personalised support plan is designed to meet your care needs whilst addressing how you wish to live your life. We take a holistic approach to care making sure to always consider vital input from family members and healthcare professionals during the creation of all our support plans.

How Often are Support Plans Reviewed?

Domiciliary care is a type of home care that involves a professional carer visiting you in your own home to provide you with the care you need. Residential care involves leaving your home and moving into a facility that is dedicated to providing round the clock care.

What Is Complex Care Management?

Complex care management involves a number of activities designed to help you effectively manage your complex medical condition. These activities range from specialist support for conditions such as dementia or Parkinson’s to medication administration and management. The goal of complex care management is to help you improve your health status and enjoy a better quality of life.

Talk to us about your complex care needs

Our clinical specialists are on hand to discuss your care and support needs – call our expert team anytime. We are open 24/7 to help you and your family.

020 3728 7577

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