Arian Care

South Wales Chamber of Commerce, 4a Orion Street, Enterprise Way, Newport, NP20 2PQ Tel: 01633 633413
CCBC Contract Monitoring Report

Contract Monitoring Report

  • Name/Address of Provider: Arian Care
  • Date of Visit: 17 October 2023
  • Visiting Officer(s): Caroline Roberts, Contract Monitoring Officer
  • Present: Joyene Maskell, Registered Manager and Responsible Individual / Eve Walczak, Branch Manager (Not yet qualified at Level 5, QCF level)


Arian Care provides domiciliary care services in the Caerphilly Borough area, in addition to two neighbouring authorities.  At the time of the monitoring visits the care agency were providing services to 4 individuals within the Caerphilly borough area. 

The range of care and support tasks undertaken by the provider includes personal care (e.g. assistance in bathing, washing, dressing, medication intake, personal care), nutritional care (e.g. assistance with eating and drinking, food and drink preparation, and food and drink intake monitoring), mobility care (e.g. assistance with getting in and out of bed, general movement). 

The Responsible Individual (RI) and Registered Manager is registered with Social Care Wales (the workforce regulator) and the Branch Manager is in the process of completing her QCF Level 5 to register with SCW as the Registered Manager.  At the time of the monitoring visit, Ms Walczak is registered with SCW as a carer.

Dependent on the findings within the report, the agency will be given corrective and developmental actions to complete. Corrective actions are those which must be completed (as governed by legislation etc), and developmental actions are good practice recommendations. 

Previous Recommendations

Corrective Actions

None recorded.


For the provider to continue monitoring the call times and should more or less time be required to undertake support, then the appropriate social services team to be contacted and for a discussion to take place on how to move forward.

Develop a one page / brief history of the people being supported.  This will assist new staff with starting a conversation and, also to get to know the individuals they are supporting.

Ensure all staff have up-to-date car insurance and MOT certificates.

Any regulation 60 notifications submitted to the regulator to also be copied to CCBC Commissioning. (CCBC Contract).

For the provider to share any positive feedback with the Local Authority’s commissioning team.

Responsible Individual (RI)

The RI and current Registered Manager for the service is Mrs J. Maskell.  There is an expectation as part of this role that the RI will monitor the performance and quality of the service, and that this information is documented within a quarterly report.

A contingency plan is in place should it be required to cover absences. Ms Maskell and Ms Walczak would cover each other’s roles during absence; however, if both were not available, the office staff would step in and manage the day to day running of the business and to ensure it continues to run smoothly.

Mandatory Policies and Procedures were viewed and were observed to be reviewed annually or as when determined.  There is an expectation that policies and procedures are reviewed and updated on an annual basis, or sooner, to ensure they are current and relevant.  Dates of reviews were observed.

The Statement of Purpose (SOP) was observed to be updated and reviewed on an annual basis.  The SOP sets out a clear organisational intent and direction by outlining the services provided and the actions the service provider will undertake to achieve this.  However, no revision date was observed on the providers SOP.

The Service Users Guide is also updated on an annual basis.

The last 4 quarterly reports were observed by the monitoring officer.  The reports cover inspection by the RI.  It consists of discussions with staff and observations, discussions with customers, looks at systems used within the company, areas that require improvement and how actions can be implemented, file audits etc.

The Quality Assurance Report for 2023 was also observed. 

Registered Manager

The Registered Manager is registered with Social Care Wales and manages services covering Caerphilly borough and neighbouring authorities.  However, when qualified, the role of Registered Manager role will transfer over to Ms Walczak.

No formal dates for RI visits are planned as the RI spends a lot of time based at the office throughout the week.

Ms Walczak advised that she felt supported by her RI and fellow colleagues.

At the time of the monitoring visit, there were no ongoing complaints or safeguarding issues.

With regards to implementing the “Active Offer – More than just Words” (which requires providers of social care to provide communication in Welsh without the person asking for it), Ms Walczak advised that as part of their personal plan process, customers are asked if they would like the service to be delivered in Welsh.  Should this be requested, the provider would allocate Welsh speaking staff members.  


Care Planning

Three service user files were viewed during the monitoring process.

Mrs Maskell and Ms Walczak, both advised that packages of care are usually accepted via the Local Authority’s Brokerage Team.  Basic information is shared with the provider prior to them accepting the package of care.  Once agreed, the provider receives a Care and Support Plan from Social Services and the provider then devises, in partnership with the client/family representative, their own Personal Plan to work from.  This is undertaken as soon as possible and before the package of care commences.

The CCBC Care and Support Plan (C&SP) was observed for all 3 individuals.  The C&SP describes the package of care that is to be delivered by the commissioned provider.  It was evident that information from the C&SP had been transferred to Arian Care’s Personal Plan (Service Plan). Whilst the Personal Plans were not individually signed, Ms Walczak explained that all customers are requested to sign a contract which outlines their agreement with the personal plan.  3 such contracts were observed on each file and signed by the recipient of support.

The personal plans were observed to be detailed and there was sufficient information to allow the more experienced and new carers to deliver the required level of care to individuals.

All 3 files held an ‘All About Me’ document, which provides the reader with a brief background of the individual.  It provides information such as personality, the outcome required, previous employment, family etc.

The provider continues to use an electronic system [Care for I.T.] for their recordings.  The recordings can be viewed by the customer and, also family members.  Should a customer require paper records, these can also be provided.

Reviews were observed to be undertaken on a 3 monthly basis.

Risk Assessments were also observed covering areas pertinent to each individual and their required need.

Daily records were observed, and the monitoring officer observed no gaps.   Entries are electronic and staff have free text; therefore, enabling them to write freely what they see and what they have done.  Staff report how the individual is on arrival and it was positive to note that the carer had documented their actions when one individual did not feel well.  On call was contacted in order that the family could be notified. Staff record personal care, opening curtains, making the bed, breakfast, and preparing lunch etc.

Whilst viewing the daily notes, it was noted that staff are documenting ‘given’ medication for those who require prompting.  It is recommended that staff refrain from using the word ‘given’ and report as ‘prompted’ due to the terminology being misleading.

Due to the provider only having 4 individuals within the Caerphilly borough, it was positive to note that everyone had consistency with care staff.

MAR charts (Medication Administration Record) were viewed, no concerns were observed and the data is recorded electronically. 

Planned call times were compared to actual call times for three individuals over a 2-week period. No areas of concern were observed, with staff staying for approximately the full time allotted.

As with any provider, should more or less time be required, this should be communicated to the appropriate Local Authority.

Should there be any issues regarding people receiving the care, comments can be made in daily recordings, by emailing the office or by making direct telephone contact with the office.

Over the past 12 months, there have been no missed calls.

AS part of the monitoring process, the CMO made telephone calls to individuals and relatives to obtain feedback on the service they receive from Arian Care.

During all four telephone calls, negative reference was made to one probationary staff member.  Ms Walczak was fully aware of the issues, as such matters had been raised with her and the issue was dealt with via HR process.

One individual advised that the carers “chop and change a bit”; however, this was not evidenced when viewing the documentation and the number of care staff in attendance was within the threshold for the number of calls received per day.  All four advised they or their relative was treated with dignity and respect and that the carers chat to them when providing assistance.

Positive comments were shared such as “superb”, “can’t fault them”, “huge support”, “all very good”.

Individuals advised that they had never had a missed call, carers arrive on time and stay the full length of time.  Customers advised that carers do not appear to be rushed when providing assistance.

Staff Documentation/Training

Two staff files were viewed which were well organised, with sections and a file index at the front. All files are stored, securely, in a lockable filing cabinet. Both files held two references.  There were job descriptions on both files with detailed applications forms.  Whilst viewing the application forms, no gaps in employment were observed.  Initial telephone interviews are held, then a face-to-face interview is held should the candidate be successful at the first stage.  Face-to-face interview records were retained on file. The files held a signed Contract of Employment, along with photographs of the two staff members.  Both Staff members hold a current Disclosure and Barring Service (DBS).

The agency also retains information pertaining the staff members MOT.

At the time of the visit, out of the two files that were viewed, one staff member had gained her Social Care Wales qualification, and the second individual was working towards this qualification/registration.  Arian Care follow the introduction of the Social Care Wales Induction Framework.

While commencing the role of a carer, staff undertake a shadowing process, whereby they accompany a more experienced member of staff.  Evidence was viewed that indicated the new staff member had been observed by a senior, undertaking various tasks.  The documentation contained the supervisor’s comments and, also if the new staff member required further support in a certain area of work.  During the process, the mentor observes time keeping, appearance of staff member, flexibility, registration, skills demonstrated to name but a few.  A new employee, whilst going through the probation process, will be reviewed monthly for 6 months, until it is agreed they are proficient enough to become a permanent employee.

The provider utilises competency tests/checks to ensure staff are implementing methods that have been learned via recent training.  The tests/checks are undertaken via on-the-job supervision, one to one supervision and, also during spot checks. 

Spot checks were observed to have taken place on a regular basis. Again, the supervisor will cover a variety of areas when spot checking i.e. punctuality, appearance, politeness, respect/dignity, ability, skills and knowledge, reading the personal plans, diary entries.  The process also allows for the customer to provide feedback on the service received.

The training matrix was observed for staff providing support and assistance within the Caerphilly borough.  Mandatory training was observed to be in date with alternative training also being undertaken.

The monitoring officer was advised that in the last twelve months, two carers have left the employment of Arian Care, 1 left for alternative employment and the 2nd was dismissed.

During the monitoring process, the monitoring officer spoke with one staff member via telephone.  A number of questions were asked such as is the office rotaring system ok, do you feel supported by your supervisor, is there enough information at an individual’s home to support you in undertaking what is required of you?  All were answered very positively. 

Positive comments were made in respect of the induction, shadowing and training process, with the staff member describing it as “brilliant” and having “total support”.

The staff member advised that they felt there was enough information retained at the customers property for them to provide appropriate care and support.

When asked if the carers had enough travel time, the response was “yes”.  Staff rota’s observed, confirmed that sufficient travel time was included in the rostering of calls.


Within RISCA there is an expectation that staff receive formal supervision on a quarterly basis to ensure they are supported in their role. Arian Care have a matrix to record when training and supervision have been held/is due. 

During the supervision process, staff are given the opportunity to discuss their contracts.

From viewing the records, it was evident regular quarterly supervision is taking place for care staff and Ms Walczak.

Team Meetings

Team meetings were observed to be undertaken in a timely manner, covering such topics as housekeeping, mileage, domestic tasks, lateness, brokerage, Christmas rota/holidays etc.

Corrective Actions

For staff to refer to the health and well-being of individuals rather than recording “all ok on leaving” – LA contract.

Whilst formal documentation is retained, staff are to use correct terminology to evidence what medication has been prompted or administered – Local authority contract.

For the providers Statement of Purpose to be dated when reviewed - RISCA Reg. 7


For the provider to continue monitoring the call times and should more or less time be required to undertake support, then the appropriate social services team to be contacted and for a discussion to take place on how to move forward.

Any regulation 60 notifications submitted to the regulator to also be copied to CCBC Commissioning – Local authority contract.

For the provider to share any positive feedback with the Local Authority’s commissioning team.


During the process, it was positive to be informed that staff members had recently won awards in the Best Place to Work and Carer Hero category 2023.  Congratulations to the winners and those how were nominated.

The office appeared to be well run and it was pleasing to see the manager had full support from the responsible individual.  The finding of the contract monitoring officer was that all staff from the responsible individual, office staff, carers and manager work closely as a team. 

The Contract Monitoring Officer would like to thank staff at Arian Care for their hospitality during the visit.

  • Author:  Caroline Roberts
  • Designation: Contract Monitoring Officer
  • Date:  25 October 2023