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What is complex care?

People who are receiving complex 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 this 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 or continuing care.

Who provides complex care?

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

In the persons 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.

Female complex carer holding arm of elderly male client in the hallway

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 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.

Female live in carer and elderly female  client looking at a photo album together sitting on the sofa in the living room

The complex care assessment process explained

Whether you are eligible for NHS Continuing Healthcare funding or not, it is important for your on-going care needs to be assessed. At The Good Care Group, we will conduct a comprehensive assessment of needs working with other health care professionals involved in an individual’s care. Our team consists of experts in the field of clinical complex care and our carers are trained to provide nurse-led care in the home. We work collaboratively with CCG Continuing Healthcare teams, the family and other professionals to support the assessment process. This ensures the live-in care plan accurately reflects not just the medical aspects of a person’s care but provides a holistic view of how that person wishes to live their life, with the focus on improving overall health and wellbeing. We ensure that the transition to complex care at home is seamless, providing everyone with peace of mind and reassurance when they need it most.

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.

What conditions can our complex care at home support?


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:

Why choose The Good Care Group for complex care at home?


Specialist nursing and medical care

Supported by our in-house specialist consultant nurse, Dr Jane Pritchard and our central management team, who are also nursing professionals our professional care teams can support complex care at home. All our carers are qualified to manage and administer medications and support several clinical interventions.

We understand that complex care can require medical equipment and other adaptations to enable a person to live well at home. Our dedicated Occupational Therapist (OT), Jackie Cooper, will work with other professionals involved in a person’s care including doctors, district nurses, NHS OT’s and physiotherapists and is on hand to conduct a thorough OT assessment to facilitate fast discharge from hospital. This means individuals can be cared for in the place they love most – their own home, as soon as is possible.

Our specialists and experts will support our professional care teams to provide a care plan that is holistic and multidisciplinary in approach to ensure the highest possible care is delivered that is focused on improving health and overall quality of life for someone needing complex care at home.

Expertly trained care teams

Our industry leading training programme completed by our care teams has been created with leading charities and clinical experts and goes well beyond industry standards. This enables our professional carers to support a range of complex conditions affecting older people, including medical conditions that require more monitoring, care and support. From training, through probation, into placement and beyond our carers never stop learning new skills that ensure they can deliver the quality care our clients should expect.

Innovating care delivery through technology

Unlike any other live-in home care provider in the UK, we have invested in creating our own market-leading technology to further enhance our service. Through the development of an online community for our clients, their families and our professional carers, we are proactive and responsive to emerging issues, whilst enabling the softer social benefits that technology brings. The secure platform is focused on ensuring our carers are equipped to effectively deliver the high-quality care our clients should expect, whilst delivering improvements in health outcomes. Our families can access important information about the care of their loved one, providing a reassuring window into the care they are receiving.

Our professional carers use a dedicated community through a Chromebook to complete daily care records, update care plans, monitor nutrition and hydration and manage medications proactively with safety features ensuring accurate administration. This allows us to effectively monitor the health outcomes of our client’s care, so we can prevent and respond to incidents and ensure the very highest quality of care is always provided. The online community also allows our professional carers to network, support each other and share best practice, whilst facilitating a connection which is so important for a remote workforce.

For families who may live some distance away from their loved one, they can access care plans, care records and a calendar of events as and when they wish, offering much-needed peace of mind. We are proud that this community offers families a transparent and immediate insight into our service. The technology also provides families with reassurance that any cash handled by our carers is being managed safely and accurately, whilst enabling them to manage practical arrangements, such as food shopping remotely. They can also connect with our other clients’ families who may well be in a similar situation as themselves, so they can share their care experiences and support one another.

Our professional carers will utilise the technology for their clients’ socialisation and enjoyment – everything from video calls with family members so they feel connected, online shopping to general web browsing.

Improving health outcomes

At The Good Care Group every decision is driven by delivering improved health outcomes for our clients. Through our dedicated and committed approach to providing high quality care to our clients and the use of our market-leading digital technology, we see significant improvements in our clients’ overall health and wellbeing every year.

Unique to the live-in home care market, the technology enables us to digitally monitor health outcomes allowing us to effectively predict risk and shape the care we provide. We know, for example that urinary tract infections (UTI’s) are one of the leading causes of hospital admissions for our clients, so we equip our carers with handheld testing kits to proactively monitor our clients for infections. We then benchmark our data to demonstrate how effective our care is in improving the quality of our client’s lives in the context of other types of care provision, for example care homes.

Our health measures are focused on achieving the following:

  • Promoting wellbeing, independence and enjoyment
  • Reducing behaviours that challenge through implementation of psychosocial techniques
  • Reducing and eliminating antipsychotic drug use
  • Promoting excellence in nutrition and hydration
  • Reducing and preventing falls in the home
  • Reducing hospital admissions and re-admission
  • Reducing UTI’s and chest infections
  • Reducing carer stress

We are proud to be transforming health outcomes for those who require care at home. In 2020 our care teams achieved the following outcomes for those they cared for:

Infection Prevention

Proactive Monitoring of Chest Infections

Our vigilant carers manage early signs of illness, such as chest infections enabling timely intervention to avoid unnecessary hospital admissions. This has resulted in a 28% reduction in chest infection hospital admissions.

Reducing urinary tract infections (UTI’s)

Through enhanced training our professional carers can perform urinalysis tests. This means they can provide timely information to GP’s, enabling a quick diagnosis and treatment. 80% of our clients were diagnosed in 2020 using urinalysis kits. Through the introduction of testing, our clients are three times less likely to require emergency interventions involving a 999 call or ambulance call out when a urine test is completed.

Unrivalled falls prevention programmes

In England alone, 30% of people over the age of 65 fall at least once a year and for those 80 and over it is 50%. By comparison, only 7% of our clients aged 65 and over fell at least once, and that was only 6% for those aged 80 or over.

Our clients are six times less likely to suffer a serious injury as a result of a fall than residents living in a residential care home. This is a result of our quality one-to-one care,

Rated ‘Outstanding’ by the Care Quality Commission (CQC)

The Good Care Group is the only live-in care provider in the UK to achieve an ‘Outstanding’ rating by the Care Quality Commission across all five categories – safe, effective, caring, responsive and well-led. We know this provides families with peace of mind that their loved one is receiving the best possible home care.

A fully managed and regulated complex care service

We provide a fully managed and regulated complex care service near to you which offers families reassurance at a time they need it most. Unlike introduction agencies who are not regulated by CQC, all our professional carers are directly employed and managed by us. We ensure they are supervised by an experienced manager and supported by clinical experts – 24 hours a day, 7 days a week.

Local teams with national coverage

We operate nationwide with a local approach to management of our teams near you. Each dedicated care manager has as small portfolio of clients to support, enabling the care team to provide a tailored one-to-one approach with the highest levels of monitoring and support.

"I am proud to be able to provide our clients and their families with the clinical oversight they need – this includes clinical assessments, health and social care liaison and visits to their home to support with clinical interventions – as well as that much-needed listening ear for emotional support. In addition, I provide hands-on support to our care teams locally to manage successful hospital discharge and transition into our care for those with complex conditions. All of which have seen improved health outcomes for our clients."

– Dr Jane Pritchard, Specialist Consultant Nurse

The cost of complex care

Our costs of care for complex care at home is 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.

Group of people sitting around a round wooden table in the garden talking to each other

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.