First 48 Hours: Who to Call When You Need a Care Home Urgently

If you need to find a care home urgently — after a hospital discharge, after a crisis, after a fall — here's who to call and in what order.

The key message: you almost certainly have more time than it feels like. Even in an urgent situation, there are people whose job it is to help you. You don't need to solve this alone in the next hour.

Step 1: If Your Parent Is in Hospital

Talk to the Hospital Discharge Team. Ask the ward nurse to connect you — every NHS hospital has one.

Before your parent is discharged, request a Care Act assessment. This is your legal right under the Care Act 2014. The assessment determines what care is needed and whether the council will help fund it.

You have the right to a safe discharge. The hospital should not send someone home — or into a care home — without a proper plan in place. If you feel pressured, say clearly: "I would like a Care Act assessment before discharge."

Do not sign a care home contract under time pressure. If you're unsure about how care home costs work or who pays for care, that's a reason to pause — not rush.

Step 2: If Your Parent Is at Home in Crisis

If the situation is urgent but not a medical emergency:

1. Call the GP — ask for an urgent referral to Adult Social Services
2. Call your council's Adult Social Services directly — every council has a duty team that handles urgent cases

To find the number: search "[your council name] adult social care" online. The duty team can arrange an emergency needs assessment, and in some cases, emergency respite care while longer-term options are explored.

If it is a medical emergency, call 999 first.

If Your Parent Has Dementia

Urgent situations involving dementia need particular care. A parent who refuses to leave home or who is found wandering may need a specific type of placement. Mention dementia to every professional you speak to — it affects what type of home is suitable and what funding may be available.

Which Situation Are You In? Your Call Sequence

Every crisis is different. Find the situation closest to yours and follow the call sequence in order.

Situation A: Hospital Discharge Pressure

You are being told your parent must leave hospital, but you have not found a care home yet.

1. First call: Hospital Discharge Team — ask for the Discharge Coordinator by name. Say: "I need a Care Act assessment before discharge. My parent is not safe to go home without a care plan."
2. If they push back: Ask to speak to the hospital's Patient Advice and Liaison Service (PALS). Say: "I believe my parent's right to a safe discharge under the Care Act 2014 is not being met."
3. Second call: Your council's Adult Social Care — request an urgent needs assessment. Say: "My parent is in [hospital name], ward [X], and is being discharged without a care plan. I need an urgent needs assessment."
4. Third call: Age UK (0800 678 1602) — for immediate practical advice on your rights and next steps.

Situation B: Crisis at Home (Parent No Longer Safe)

Your parent has had a fall, is not managing, or something has changed suddenly.

1. If medical emergency: Call 999 — always first if there is immediate danger.
2. If not a medical emergency: Call your GP — ask for an urgent home visit and a referral to Adult Social Services.
3. Call your council's Adult Social Care duty team — say: "My parent is at [address] and is no longer safe at home. I need an urgent needs assessment."
4. Ask about emergency respite — the council can arrange temporary placement while longer-term plans are made.
5. Call Carers UK (0808 808 7777) — if you are the primary carer and need immediate support.

Situation C: Unsafe Current Care Home Placement

Your parent is already in a care home but you have serious concerns about their safety or care quality.

1. First: Document your concerns in writing — date, time, what happened, who was involved.
2. Raise a formal complaint with the care home manager — put it in writing, not just verbal.
3. If the concern is about immediate safety: Contact CQC on 03000 616161 or report online. Say: "I want to report a safeguarding concern about [home name], [address]."
4. Contact your council's safeguarding team — search "[your council name] adult safeguarding". They have a legal duty to investigate.
5. If you need to move your parent urgently: You can give notice and arrange a transfer to another home. Ask the council for help with emergency placement if needed.

What to Say on the First Call: Scripts That Work

When you are under pressure it is hard to find the right words. These scripts give you a starting point — you do not need to memorise them, just keep the key phrases in mind.

To the Hospital Discharge Team:

"My name is [your name]. I am the [son/daughter/next of kin] of [parent's name], who is on [ward name]. I understand you are planning to discharge them. Before that happens, I am requesting a Care Act assessment. I do not believe a safe discharge plan is in place. Can you tell me who will be conducting the assessment and when?"

To Adult Social Care (council):

"I need to request an urgent needs assessment for my [mother/father], [name], date of birth [DOB]. They are currently [in hospital at X / at home at Y address]. The situation is urgent because [briefly explain: fall, hospital discharge, no longer safe at home]. Can you tell me what happens next and when someone will be in touch?"

To CQC (reporting a concern):

"I want to report a concern about [care home name] at [address]. My [mother/father] is a resident there. The concern is about [briefly describe: e.g., understaffing, medication errors, unexplained bruising]. I have documented the details and can provide them. What is your reference number for this report?"

You do not need to have all the answers. The person you are calling deals with these situations every day. Be clear about what has happened and what you need — they will guide you through the next steps.

Your 48-Hour Action Plan

If you are in crisis right now, this checklist will keep you moving forward without missing anything critical.

Hours 0–6: Stabilise

• [ ] Call the appropriate first contact (see call trees above)
• [ ] If in hospital: confirm a Care Act assessment has been requested
• [ ] If at home: ensure your parent is safe (GP visit if needed)
• [ ] Tell one family member or friend what is happening — you need support

Hours 6–24: Understand Your Options

• [ ] Call Age UK (0800 678 1602) or Carers UK (0808 808 7777) for advice
• [ ] Ask about emergency respite or intermediate care (free for up to 6 weeks post-hospital)
• [ ] Ask about NHS Continuing Healthcare if your parent has complex health needs
• [ ] Start a shortlist of care homes — our free care home pages can help quickly

Hours 24–48: Make an Informed First Decision

• [ ] Visit at least one care home if possible (even briefly)
• [ ] Confirm funding — is the council involved, are you self-funding, is CHC relevant?
• [ ] If using respite: confirm the care home has a bed, agree the fee, and understand the notice period
• [ ] Pack essentials (see packing checklist below)
• [ ] Remember: this does not have to be permanent. A respite stay buys time.

Step 3: Free Help Available Right Now

These organisations can help you work out the next steps immediately:

• Age UK helpline: 0800 678 1602 (free, 8am–7pm, 365 days)
• Carers UK helpline: 0808 808 7777 (Mon–Fri, 9am–6pm)
• Alzheimer's Society: 0333 150 3456 (Mon–Fri, 9am–5pm; Sat–Sun, 10am–4pm)
• Citizens Advice: 0800 144 8848
• NHS 111: Free, 24 hours — for medical advice when it's not a 999 emergency

These are free, confidential services staffed by people who deal with exactly this situation every day.

Step 4: Weekends, Bank Holidays and Out-of-Hours

Emergencies don't wait for Monday morning. If you need help outside normal hours:

• Council emergency duty teams operate evenings, weekends and bank holidays. Call your council's main number and follow the out-of-hours prompts.
• NHS 111 is available 24/7 and can direct you to local services.
• Hospital Discharge Teams have reduced weekend staffing but should still be contactable through the ward.
• Age UK's helpline (0800 678 1602) operates 365 days a year.

If your GP surgery is closed, the 111 service can arrange an out-of-hours GP visit if needed.

Step 5: Temporary vs Permanent — You Don't Have to Decide Yet

One of the most important things to understand: an urgent placement does not have to be permanent.

Many families use a respite stay — typically 1 to 4 weeks — while they research longer-term options. This buys time to check care homes properly online without leaving your parent unsafe.

Ask the hospital, council or care home about:

• Short-term respite beds — many care homes keep beds available for this
• Reablement services — council-funded short-term support at home after hospital discharge
• Intermediate care — NHS-funded temporary care (up to 6 weeks, free of charge) to help someone recover before a permanent decision is made

You can always move to a different care home later — our data-driven comparison framework can help when you are ready to research properly. Check the notice period in any contract before signing.

What NOT to Do Under Pressure

When time feels short, it's easy to make decisions you'll regret. Avoid these common mistakes:

• Don't sign a contract with the first care home you find. Even in an urgent situation, you usually have more time than it feels like.
• Don't pay a deposit before visiting. Any home that demands money before you've seen the place is a red flag.
• Don't believe "this place will be gone tomorrow." That's a pressure tactic. Good care homes don't operate this way.
• Don't assume you have to pay full price. Ask about funding options — NHS Continuing Healthcare, Funded Nursing Care, and council support exist precisely for these situations.
• Don't make the decision completely alone. Call at least one person from the list above — even a 15-minute conversation can clarify your options.

Emergency Packing Checklist

If your parent is being admitted urgently, here's what to bring in the first bag:

Essential:

• Current medication and a medication list (ask the GP or hospital for a printout)
• Glasses, hearing aids, dentures — with cases
• Comfortable day clothes and nightwear (labelled with their name)
• Basic toiletries

Important documents:

• NHS number
• GP name and surgery details
• Next-of-kin contact details
• Any existing Power of Attorney documentation

Comfort items:

• Family photos
• A favourite blanket or cushion
• A book, magazine or puzzle they enjoy

The care home will provide bedding, towels and meals. You can bring more personal items once they've settled.

Getting a Quick Shortlist Based on Evidence

If you need a shortlist now, our free care home pages show quality data, financial stability indicators, and food hygiene ratings for every care home in England. In an urgent situation, this is one of the fastest ways to get beyond a Google search and into data-backed options.

For a personalised comparison of 5 homes matched to your parent's specific needs — including a funding analysis — our Professional Report provides the full picture. It takes 15 minutes to complete the assessment, and the report is delivered same day.

Get your free shortlist → | Start the full assessment →

Further Reading

• Care Home Red Flags: Warning Signs to Watch For
• Care Home Funding Eligibility Guide
• How Much Does a Care Home Cost in 2026?
• Questions to Ask When Visiting a Care Home

Sources

• Care Act 2014 — Statutory Guidance on Discharge
• NHS — Hospital Discharge
• NHS — Intermediate Care
• Age UK — Urgent Care Needs
• Carers UK — Getting Help in a Crisis
• CQC — Report a Concern About a Provider