Homecare & Complex Care Frequently Asked Questions
Find answers to the most common questions about homecare and complex care at home. Whether you are exploring care options for yourself or a loved one, arranging NHS-funded support, or comparing providers, this guide covers services, costs, eligibility, and what to expect.
Can't find what you're looking for? Contact Ambition24direct any time on 0330 678 3014, WhatsApp 0772 3503 976, or email bookings@a24direct.co.uk. We're available 24/7, 365 days a year.
About Ambition24direct Homecare Agency
Who is Ambition24direct?
Ambition24direct is a homecare and complex care provider established in 1996 and part of the A24 Group. Ambition24direct delivers specialist nursing care and homecare services across England, Scotland, and Wales — helping individuals with complex health needs live safely and independently in their own homes.
Ambition24direct is registered with the Care Quality Commission (CQC) in England and the Care Inspectorate in Scotland, and was the first UK medical staffing agency to provide a 24/7 service, 365 days a year. With nearly three decades of experience, Ambition24direct works with NHS Integrated Care Boards, local authorities, and private clients to deliver person-centred care tailored to each individual.
What areas does Ambition24direct cover?
Ambition24direct provides nationwide homecare and complex care services across England (all regions and major cities), Scotland (including remote areas), and Wales. With thousands of healthcare professionals on its register, Ambition24direct can arrange care wherever it is needed. Contact us to discuss availability in your area.
Is Ambition24direct available outside of office hours?
Yes. Ambition24direct operates a 24-hour service, 7 days a week, 365 days a year — including bank holidays. The booking hotline, care coordination teams, and emergency staffing support are all available around the clock. Whether care is needed urgently at short notice or as part of a planned package, help is always a phone call away.
Contact Ambition24direct any time: 0330 678 3014 | WhatsApp: 0772 3503 976 | Email: info@a24direct.co.uk
Homecare Services
What homecare services does Ambition24direct provide?
Ambition24direct provides a full range of homecare and healthcare staffing services designed to support individuals in their own homes. Services are tailored to each person's assessed needs and can be adjusted as those needs change over time.
Services include:
Complex care nursing delivered by registered nurses with specialist training
Healthcare assistant support for personal care, medication, and daily living
24-Hour live-in care for individuals who need round-the-clock support
Domiciliary care visits - from short daily calls to multiple visits per day
Short-term respite care and post-operative rehabilitation support
Palliative and end-of-life care
Paediatric homecare and specialist children's nursing
What is the difference between homecare and residential care?
Homecare (also called domiciliary care) is professional care and support delivered in your own home, allowing you to stay in familiar surroundings while receiving the help you need. Residential care involves moving into a care home where staff are available on-site.
Key differences include:
Environment: homecare keeps you in your own home, with your own routines, possessions, and community. Residential care means moving to a shared facility.
Personalisation: homecare is one-to-one and tailored entirely around your needs and preferences. Residential care follows a more structured group routine.
Continuity: with homecare, you can build a relationship with a consistent care team. In residential settings, staff may rotate across many residents.
Cost: homecare can be more cost-effective than residential care, especially for individuals who do not need nursing care 24 hours a day.
Independence: homecare supports you to maintain independence and control over your daily life.
Many people with complex health needs can receive the same level of clinical support at home that they would in a nursing home, with the added benefit of remaining in a familiar environment. Ambition24direct specialises in making this possible.
What type of care does Ambition24direct provide day-to-day?
Day-to-day care from Ambition24direct is person-centred and can include any combination of clinical and personal support, depending on assessed needs.
This may include:
Medication management and administration
Wound care and clinical procedures
Assistance with washing, dressing, and personal hygiene
Meal preparation and nutrition support
Mobility and transfer assistance
Companionship and emotional wellbeing support
Rehabilitation exercises following surgery or illness
Specialist clinical interventions (ventilator care, PEG feeding, suctioning, etc.)
Care plans are developed collaboratively with the individual, their family, and the wider healthcare team — and are reviewed regularly to ensure they remain appropriate.
Complex Care at Home
What is complex care and who needs it?
Complex care is specialist nursing and healthcare support for individuals with multiple, severe, or long-term health conditions that require advanced clinical skills, specialist equipment, or round-the-clock monitoring. It goes beyond standard homecare and is typically delivered by registered nurses with additional specialist training.
Complex care may be needed by individuals living with conditions such as brain injuries, spinal cord injuries, neurological conditions, ventilator dependency, tracheostomies, PEG feeding requirements, or other conditions that require continuous clinical oversight. It is sometimes referred to as continuing care or long-term care.
Ambition24direct delivers complex care in the patient's own home, enabling individuals to live as independently as possible while receiving the level of clinical support they need.
How does Ambition24direct deliver complex care at home?
Ambition24direct delivers complex care through a structured, clinically led process designed to ensure safety, consistency, and the best possible outcomes.
The process includes:
Comprehensive assessment. A qualified nurse conducts an initial assessment of the individual's clinical, personal, and environmental needs
Bespoke care plan. A detailed plan is developed in collaboration with the patient, family, and the wider multidisciplinary team
Specialist nurse assignment. Nurses with relevant qualifications and experience are carefully matched to the patient
Consistent care teams. Dedicated staff are assigned wherever possible to build therapeutic relationships and maintain continuity
Dedicated care coordinator. A named coordinator liaises with all healthcare professionals involved in the individual's care
Regular reviews. Care plans are monitored and updated to reflect changing needs
24/7 support. Emergency response and out-of-hours support are available at all times
What is the difference between complex care and standard homecare?
Standard homecare typically involves support with daily living activities such as personal care, meal preparation, and companionship. It is usually delivered by trained healthcare assistants and does not require advanced clinical skills.
Complex care involves a significantly higher level of clinical intervention. It is delivered by registered nurses and specialist healthcare professionals and may include ventilator management, tracheostomy care, PEG feeding, deep suctioning, catheter care, and other procedures that require clinical competency. Complex care patients often need 24-hour support and continuous monitoring.
The key distinction is clinical intensity — complex care addresses health needs that carry significant risk if not managed by appropriately trained professionals. Ambition24direct provides both levels of care and can support individuals as their needs change over time.
Conditions Supported
What conditions and specialist areas does Ambition24direct support?
Ambition24direct Homecare Agency supports individuals across the full spectrum of complex health conditions. The clinical team has experience managing care for patients with:
Brain injuries (acquired and traumatic) and neurological conditions
Spinal cord injuries
Cerebral palsy
Autism spectrum disorders
Learning disabilities and profound and multiple learning disabilities (PMLD)
Dementia and Alzheimer's disease
Mental health conditions
Eating disorders
Oncology and cancer care
Paediatric conditions requiring specialist children's nursing
Geriatric and frail elderly care
Post-operative rehabilitation
Challenging behaviour
Palliative and end-of-life care needs
Whatever the complexity of the condition, Ambition24direct assigns qualified professionals with the specific skills and experience needed to deliver safe, compassionate care.
Does Ambition24direct provide care for children with complex needs?
Yes. Ambition24direct provides specialist paediatric homecare and complex care for children of all ages. This includes care for children with conditions such as cerebral palsy, neurological disorders, learning disabilities, genetic conditions, and those requiring clinical interventions such as ventilation, PEG feeding, or tracheostomy care.
Children's care is delivered by registered children's nurses (RN Child) and trained healthcare assistants with paediatric experience. Care plans are developed in partnership with the child's family, paediatrician, and multidisciplinary team, with the aim of supporting the child to thrive at home.
Homecare Costs and Funding FAQ’s
How much does homecare and complex care cost?
The cost of homecare and complex care varies depending on the type and complexity of care required, the qualifications of the healthcare professional needed, the location, and the duration and frequency of support.
Ambition24direct offers competitive rates and flexible pricing tailored to each individual's assessed needs. A comprehensive assessment is conducted before any costs are confirmed, and a transparent breakdown of charges is provided with no hidden fees.
For a personalised quotation, contact the team on 0330 678 3014 or email bookings@a24direct.co.uk.
What funding options are available for homecare?
Homecare and complex care can be funded through several routes, depending on the individual's circumstances and eligibility:
NHS Continuing Healthcare (CHC) if an individual's primary need is a health need, the NHS may fund the full cost of their care package through the local Integrated Care Board (ICB). Eligibility is determined through a formal assessment process.
NHS-funded Nursing Care (FNC) a contribution toward nursing costs for individuals in care settings who do not qualify for full CHC.
Local authority funding means-tested social care funding arranged through the local council for individuals whose primary need is social rather than health-related.
Personal health budgets and direct payments enabling individuals to manage their own care funding and choose their provider.
Private payment self-funded care with flexible arrangements.
Insurance schemes some private health insurance policies cover homecare and complex care.
Ambition24direct can advise on funding pathways and works closely with ICBs, local authorities, and case managers to support the funding process.
What is NHS Continuing Healthcare (CHC) and how is eligibility assessed?
NHS Continuing Healthcare (CHC) is a package of care arranged and funded entirely by the NHS for individuals who have a "primary health need." This means that the main reason they require care relates to their health condition rather than their social care needs.
Eligibility is assessed through a structured process:
Checklist screening: a healthcare professional (often a nurse or social worker) completes an initial checklist to determine if a full assessment is needed
Decision Support Tool (DST): a multidisciplinary team assesses the individual across 12 care domains (e.g., breathing, cognition, mobility, behaviour) to determine the nature, intensity, and unpredictability of their needs
Eligibility decision: the local Integrated Care Board (ICB) makes the final funding decision
If CHC is not granted, the individual may still be eligible for local authority-funded social care (means-tested) or may choose to arrange private care. Ambition24direct supports families through this process and works with ICBs to ensure individuals receive the care they need.
Quality & Regulation
Is Ambition24direct Homecare Agency regulated and inspected?
Yes. Ambition24direct is registered with and regularly inspected by the independent regulators responsible for healthcare quality in the UK:
Care Quality Commission (CQC) the independent regulator of health and adult social care in England. Ambition24direct's current overall CQC rating is Good.
Care Inspectorate regulating care services in Scotland. Ambition24direct's current inspection grade is Good.
Nursing and Midwifery Council (NMC) all registered nurses supplied by Ambition24direct maintain current NMC registration, which is verified during recruitment and monitored throughout their assignments.
Ambition24direct's commitment to quality is reflected in rigorous staff vetting, continuous training, regular clinical audits, and transparent regulatory compliance.
How does Ambition24direct vet and train its care staff?
Ambition24direct maintains a comprehensive vetting and training process to ensure every healthcare professional meets the highest standards of safety and competence before working with patients.
The vetting process includes:
Enhanced DBS (Disclosure and Barring Service) checks
POCA and POVA checks (Protection of Children Act / Protection of Vulnerable Adults)
NMC registration verification for all nurses
Two professional references covering recent work experience
Verification of qualifications and training certificates
Full employment history review with satisfactory explanations for any gaps
Occupational health clearance
Right to work verification
Staffshift Compliance Passport - a comprehensive system ensuring all documentation is current and regularly renewed
Ongoing training includes mandatory refresher courses, specialist condition-specific training, infection control, safeguarding (adults and children), medication administration, moving and handling, and support for continuing professional development.
How does Ambition24direct maintain continuity of care?
Continuity of care is fundamental to achieving positive outcomes, particularly for individuals with complex needs. Ambition24direct maintains consistency through:
Assigning dedicated, consistent care teams to each patient wherever possible
Providing a named care coordinator who works closely with families and healthcare professionals
Comprehensive handover procedures and detailed care documentation
Careful matching of Care Assistant to patients based on clinical skills, experience, and personal compatibility
Regular communication between care team members
Ongoing monitoring and review of care delivery
Building stable, therapeutic relationships through consistent staffing helps improve patient outcomes and provides peace of mind for families.
What happens if a regular Care Assistant is sick or unavailable?
If a member of the regular care team is unwell or unavailable, Ambition24direct arranges qualified replacement options efficiently — drawing on its register of thousands of healthcare professionals. The replacement will be briefed using the individual's care plan and handover documentation to ensure continuity. Wherever possible, cover staff are sourced from the existing care team or from professionals who have previously worked with the individual.
Ambition24direct's 24/7 operations mean that emergency cover can be arranged at very short notice, often within the hour.
Getting Started
How quickly can Ambition24direct start providing care?
Ambition24direct's 24/7 service means care can often be arranged very quickly:
Emergency or urgent situations: staffing can be provided at very short notice, often within the hour
Planned homecare: an initial assessment is typically conducted within 24–48 hours of enquiry
Standard care packages: care usually commences within days of the assessment, depending on complexity
Complex care packages requiring specialist equipment or training are mobilised as efficiently as possible, with the shortest safe timeframe
Contact Ambition24direct today to discuss your needs.
How is care arranged for a new Service User?
Arranging homecare or complex care with Ambition24direct follows a clear, supportive process:
Initial contact reach out to us or email bookings@a24direct.co.uk to discuss your needs
Telephone consultation with a member of the team, who will talk through your situation, answer questions, and explain the options
In-home assessment with a qualified nurse visits the individual at home (usually within 24–48 hours) to assess clinical, personal, and environmental needs
Personalised care planning. A a bespoke plan is developed collaboratively with the individual, their family, and the wider healthcare team
Transparent quotation, receive a detailed breakdown of costs is provided based on the assessed needs
Staff matching and assignment suitably qualified care professionals are carefully matched and assigned
Dedicated care coordinator a named coordinator is allocated as a single point of contact
Care commences at an agreed date and time, with ongoing monitoring, reviews, and support
What information should I have ready when I contact Ambition24direct?
To help arrange the best possible care, it is helpful to have the following information available:
The individual's name and date of birth
A summary of their medical conditions or diagnoses
The type of care required (e.g., personal care, complex nursing, live-in care)
Where the care will be provided (home address or facility)
Preferred start date and anticipated duration
Current funding source (NHS, local authority, private, insurance)
Any specific requirements, preferences, or cultural considerations
Don't worry if you don't have all of this to hand — the Ambition24direct team will guide you through everything.
Your Rights & Satisfaction
What should I do if I am unhappy with the care being provided?
Patient satisfaction and wellbeing are Ambition24direct's top priorities. If you have any concerns about the care being provided:
Contact your dedicated care coordinator immediately to discuss the issue informally
Ambition24direct will investigate promptly and take appropriate action
If needed, alternative care staff can be arranged who may be a better match
A formal complaints procedure is available if concerns cannot be resolved informally. Complaints can be directed to complaints@a24group.com or by calling 0208 288 1479
Ambition24direct welcomes all feedback and uses it to continually improve services. Your voice matters.
Can I choose or change my Care Team?
Yes. Ambition24direct carefully matches Care Assistants and nurses to individuals based on clinical skills, experience, personality, and the individual's preferences. If for any reason the match is not right, a change can be requested at any time by speaking with the care coordinator. The goal is always to build a care relationship where the individual feels safe, comfortable, and supported.
Content reviewed by: Sally Page, Registered Manager & Safeguarding Lead - ENG (1986), RGN (1992), ENB 998, ENB 941, ENB 931, City & Guilds 7307-1, BTEC Level 7 Advanced Professional Certificate in Management Studies. Over 34 years' nursing experience across NHS and private sector; three decades with the A24 Group.
Last updated: May 2026