1-3 Victoria House, Cwmbran. NP44 3JS
Tel: 01633 862852
Email: Laura.Harris@icaredomcare.co.uk

Contract Monitoring Report

  • Name of Provider: I-Care
  • Date of Visit: 16 May 2023
  • Visiting Officers: Ceri Williams - Contract Monitoring Officer CCBC
  • Present: Laura Harris – Registered Manager

I-Care are a registered domiciliary care provider, providing care and support to individuals within their own homes.

This is the first monitoring visit to be undertaken to this provider by the local authority.

This is the first monitoring visit to be undertaken to the provider since the Covid-19 pandemic.

Dependent on the findings within the report, I-Care 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.

Findings from Visit

Service Provision

Call monitoring records were viewed for two clients and compared to scheduled times. The records showed that calls were taking place within 30 minutes of the scheduled call times, with the majority of calls taking place within 15 minutes of the scheduled call times.

Carer continuity for both packages was excellent and well within the continuity threshold as set out in the contract.

Electronic call monitoring also evidenced that staff stay for the correct amount of time of the commissioned care calls.

A staff rota was viewed as part of monitoring.  The rota evidenced that sufficient travel time was built into the rota to allow carers time to travel from one call to another.

I-Care use a computerised care planning system called Access Care Planning. The system holds all individuals details, care plans, care calls required and also acts as a call monitoring system. 

The system is monitored by dedicated call monitoring team at the companies head office in Swansea.  The system will alert after 15 minutes of a call going over the scheduled time at which point the team will first contact the carer.  If the carer fails to response the team will then contact the area branch or on-call if it is out of hours.

Care staff can access all details of care plans and tasks required at the call via an app on their mobile phones which also allow for the recording of daily records.

Care & Service Planning Process

Two clients files were viewed at the monitoring visit. Both clients files contained a CCBC care and support plan.  All identified needs from the CCBC care and support plan were included on the I-Care personal plans.

Personal plans were detailed and included care and support needs, medical conditions, outcomes to be achieved and what can be achieved independently by the individual.

A daily plan of care document was also on file, which contained further details of daily care calls, what was required on each call and included the individuals likes/dislikes and routines.

Overall, personal plans contained sufficient detail for care staff on how to support individuals and how their medical conditions can affect their ability to accomplish tasks independently.  One of the personal plans could contain more information on a specific area of support identified and this was discussed with the manager.

Life history information was also included on care planning documentation.

There were suitable risk assessments in place on both files viewed which accurately described any risks identified with providing care and support and actions to be taken should the risks occur.

Personal plans are all carried out digitally and although were signed and dated by the provider were not signed by the individual and there was no other evidence of the individual being involved in the care planning process.

Daily records are captured electronically using the app. This provides digital evidence of date, time of call and staff member. Daily recordings are able to be viewed on screen or a report is also available to be printed.

Daily records reports were provided to the monitoring officer at the visit. They evidenced a good standard of recording, with all care and support tasks completed and also comments on the general well-being of the individual at the time of the call.

Reviews of personal plans and risk assessments viewed on file were within the necessary timescales as set out in regulations.

Reviews were meaningful and included the individual receiving care and support or a representative.  Reviews also included actions to be followed up following the review.

Recruitment, Training and Supervision

Two staff files were viewed; they both included required information such as detailed application form, record of interview and signed contracts of employment.

Both files contained evidence of references sought from previous employers.

There were copies of documents proving identity on both files and recent photograph’s present.

Disclosure Barring Service checks are applied for and proof that they are received and clear is kept on file.

Staff spot checks are carried out three monthly and include punctuality, dress code, communication, service delivery, and any further actions identified by the spot check. Spot check paperwork is signed by the member of staff and supervisor.

A training matrix was provided which evidenced staff were up to date with all mandatory training and refresher courses.

A supervision matrix was also provided at the monitoring visit and evidenced that staff were all up to date with supervision session withing the timescales set out in regulations.

Staff had also received annual appraisals.

Quality Assurance

A copy of the most recent bi-annual quality assurance report was provided dated February 2023.

The report evidenced that overall individuals were satisfied with the service provided by I-Care.

The responsible individual explained that whilst regulations require them to visit and monitor the service provided by the branch quarterly, this is in fact carried out monthly, more frequently than the regulations require.

The branch manager prepares a monthly report for the R.I.  They then meet to discuss the report and the R.I. devises a monthly action plan.

The monthly reports and action plans were provided to the monitoring officer. They evidenced good oversight and leadership within the branch and covered a wide range of areas that monitor the performance of the service.

However, the reports did not include feedback from members of staff or individuals receiving a service as stipulated in regulations, and it is advised that this feedback be included in the reports at least every three months.

A number of individuals receiving service, or their representatives, were contacted as part of the monitoring process.

All feedback obtained was positive.  People described the service they received as very good with regular carers who have built up good relationships with the individuals they support.

Feedback was also positive if people had to contact the office for any reason and found office staff to be helpful and responsive.

Corrective / Developmental Actions


R.I. Reports to include feedback from individuals using the service and their representatives (if applicable) and staff, at least every three months.  (Regulation 73, Regulation & Inspection of Social Care (Wales) Act 2016).

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


There were no developmental actions identified during the visit.


Overall a positive monitoring visit to the provider.  All information requested was provided and well organised. It was pleasing to receive good feedback from individuals receiving the service in the community and that they have a good relationship with carers that support them. The contract monitoring office would like to thank I-Care for their time and hospitality during the visit.

  • Author: Ceri Williams
  • Designation: Contract Monitoring Officer
  • Date: 26/06/2023