We know that searching for specialist care is rarely something anyone planned for. It often happens under pressure: a hospital discharge is approaching, a condition has progressed, or a family has realised that care at home is no longer safe. We understand. We have been through this process with hundreds of families, and we know that the most important thing right now is honesty, clarity, and a team that does what it says it will do.
"You do not need to have all the answers. You just need to make the first call. We will take it from there."
First Contact
You call us on 01737 822221 or email info@complexneeds.com. It does not matter whether you are a family member, a hospital discharge coordinator, a social worker, or a commissioner. We speak to everyone with the same warmth and honesty. In this first conversation, we listen. We ask about the person who needs care, their condition, their needs, and what matters most to you. There is no pressure. No sales pitch. Just a straightforward conversation about whether King's Lodge could be the right fit.
Assessment
If it looks like we could be a good match, our clinical team carries out a pre-admission assessment. This usually involves reviewing medical records and, where possible, meeting the person in their current setting, whether that is a hospital ward, another care home, or their own home. The assessment helps us understand the full picture: clinical needs, personal preferences, what makes this person who they are. We aim to respond to referrals within 24 hours.
Visit King's Lodge
We strongly encourage families to visit before making a decision. Walk through the building. Meet the team. Sit in the lounge. See the gardens. Meet the dogs. Talk to other families if they are willing. We want you to feel the atmosphere for yourself, because no website or brochure can capture what it is actually like to be here. We are proud of our home, and we want you to see why.
Funding & Paperwork
We know that funding is often the most stressful part. Our team can help you navigate the process, whether that is NHS Continuing Healthcare, local authority funding, self-funding, or a combination. We explain everything in plain English. We help with paperwork. We liaise with commissioners and funders on your behalf where appropriate. You do not have to figure this out alone. See our funding guide for more information.
Preparing the Room
Before the person arrives, we prepare their room. We ask about personal preferences: favourite colours, photos they would like on display, items from home that would bring comfort. We want the room to feel familiar from the very first night. Families are welcome to visit beforehand and help set up the room.
Moving In
Moving day is handled with sensitivity and care. Our team is ready. The room is prepared. A member of the care team is assigned to be with the new resident throughout their first day, helping them settle, introducing them to other residents and staff, and making sure they feel safe. We know this day can be emotional for families. It is for us too. But we also know that within days, most new residents begin to settle, and families begin to feel the relief of knowing their loved one is in the right place.
The First Weeks
The care plan is finalised and refined during the first few weeks. We observe, we listen, we learn what works and what needs adjusting. Regular communication with families is a priority during this period. We know you will be anxious. We know you will have questions at 9pm that you forgot to ask at 3pm. Our team is available. We will keep you informed, honestly and openly, about how your loved one is settling in.
Ready to Start the Conversation?
The first step is the hardest. After that, we are with you all the way.