Lynton Care

27a Commercial Street, Ystrad Mynach CF82 7DW
Tel: 029 20 024499

Contract Monitoring Report

  • Name/Address of provider: Lynton Care
  • Date/Time of visit: 27 September 2023
  • Visiting Officer(s): Caroline Roberts, Contract Monitoring Officer
  • Present: Kelly Jones, Director/RI/Registered Manager, Lauren Collis, Branch Manager (not registered)


This is the first monitoring visit, since Lynton Care commenced delivering a service to individuals within Caerphilly County Borough.  The service commenced in early 2023.

At the time of the visit, Lynton Care was providing approximately 247 hours per week of care and support per week to 23 individuals residing within the Borough.  The hours commissioned are open to increase/decrease at any given time.

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

Dependent on the findings within the report, the provider will be given corrective and developmental actions to complete.  Corrective actions are those that must be completed (as governed by the contract, The Regulation and Inspection of Social Care (Wales) Act [RISCA]) and developmental actions are good practice recommendations. 


Lynton Care use an electronic system for staff to long in/out of calls called Care Live and this is monitored during the working day and by the on-call staff member when out of hours.

Whilst viewing three customer’s documentation, it was noted that there were no individual specified times recorded. Whilst discussing this matter, the monitoring officer was advised that when contacted by the Local Authority’s Brokerage Team, the agency provides the times they can offer.  When agreed by the Brokerage Team, the package of care is then accepted by the agency. 

It was discussed with the Branch Manager and the Care Co-ordinator, that an individuals preferred times should be recorded and retained on file.  Such calls should then be me rostered as close as possible to individuals chosen timeframe.

All 3 files held detailed initial assessments and had been signed by the individual and/or representative.

Daily notes were examined over a two-week period.  Overall, the recordings were found to be detailed and recorded what food/drinks were prepared and what assistance was provided etc.  It was positive to note that whilst there were some missed entries for arrival/departure times, this was picked during the auditing process.  Whilst discussing the missed times, Ms Collis advised that staff sometimes forget to enter the times in the book; however, they have to log in electronically on arrival and when leaving; therefore, a record of the real time is accurately recorded.

Whilst viewing two weeks of calls for the 3 customers, it was identified that carers sometimes go under the allotted call time but then sometimes go over.  During this monitoring visit, there were no obvious concerns regarding the call times.  Should the provider feel more or less time is required for individuals, this should be reported to appropriate team within Social Services.

Whilst viewing a two-week period for carer consistency, it was noted that the numbers of carers attending the two individuals all met the carer continuity threshold.

Whilst it is not always possible to ensure continuity, it was evident, in the cases viewed, that Lynton Care is endeavouring to ensure that the same carers visit the same customers. 

Care and service planning process

All three files held a Social Services Care and Support Plan and the information had been appropriately transferred over to the Individual Support Plan.  All plans were found to be detailed and would aid a new member of staff to provide accurate care and support.

The personal plans are detailed and recorded how staff are to enter the property, where the person may be located, where the care staff can locate items, to encourage independence in choosing their daily clothing etc.

When producing a Personal Plan, all providers must evidence that the individual and/or representative has assisted in its development.  It was positive to note that Lynton Care had involved individuals in the process and appropriate signatures obtained.

This is a new provider within Caerphilly Borough and therefore, Personal Plans were observed to be reviewed 6 weekly, 8 weekly and then they had a 3-month review.  It was evident that the individuals or representatives were involved.

Risk Assessments were present for all individuals and covered areas of risk pertinent to that individual.

Recruitment, Training and Supervision

As part of the monitoring process, two care staff files were examined.  Both files contained interview records.  During the interview process, a scoring system is used to confirm the suitability of an individual to the role. 

Application forms were detailed, with no apparent gaps in employment.  Both files contained current Enhance DBS (Disclosure and Barring Service), two references (verified), a signed Contract of Employment, job description and photographic identification.

Training records were viewed and evidenced that mandatory and non-mandatory training is undertaken.  However, one training certificate highlighted that one staff member, whilst attending Moving & Handling Training, had not undertaken practice.  This was discussed with Ms Collis for further exploration and appropriate action.

Staff complete an induction in line with the Social Care Induction Framework for Wales.  At the time of the monitoring visit one staff member was to enrol and the second staff member was in the process and near completion.

The induction/probation period covers a wide range of observations from introduction to the individuals they are assisting, policy and procedures etc.

New employees undertake a shadowing process, whereby they accompany an experienced member of staff, and this process is adhered to for as long as the new employee needs. 

Spot checks are undertaken monthly.  The purpose of the spot check is to ensure staff undertake their role as expected i.e., arriving on time, communicating appropriately, fulfilling, nutritional requirements, movement support, is the support being given with respect and dignity, appearance, ID.  During the process, the customer has the opportunity to provide feedback on the service they receive.

This is a new provider to the Caerphilly Borough and therefore, the provider has only undertaken supervision in line with staff members start date.  Those viewed were observed to be compliant with the 3 months timescale.   In line with the RISCA regulations, supervision of staff is to be undertaken at least quarterly; therefore, this area will be monitored again in 6 months’ time, when it is considered that the provider should have undertaken more supervision sessions.    

At the time of the visit, the provider does not have any staff member who speaks Welsh; however, documentation may be requested in the medium of Welsh.

The monitoring officer randomly viewed the timings allocated for carers to get from one visit to another.  Whilst viewing the documentation, it was noted that the majority of calls had appropriate travel time allocated, whilst a minority were observed to have been given 5 minutes travel time, when the distance requires approximately 10 minutes. 

Medical Administration Records were viewed, and a few signature gaps were observed.  This was brought to Ms Collis’ attention as it had been audited as being correct.

Staff are offered permanent contracts.

Quality Assurance

Ms Jones is the official Branch Manager and RI for both services in Caerphilly Borough and Cardiff City.  There are no set visit dates to the Caerphilly Branch, as Ms Jones advised that she plays an active role in the branch and spends a lot of time there.

The RI’s Quarterly Report was viewed, which evidenced engagement with customers of the service and staff members.  The report contained information of areas that can be improved upon and action plans to assist with the improvement.  Further reports will be requested from the provider in 6 months’ time.

The contingency plan, should the Responsible Individual and the Branch Manager be absent at the same time, is that a colleague from the Cardiff office would oversee the service.

Policies and Procedures are available and up to date.  These are up-dated as and when changes are identified/occur.

Customer Feedback

As part of the monitoring process, seven customers of the provider were contacted for feedback.

Feedback received was positive, with customers rating the service between 8-10 out of 10.  Individuals shared positive comments such as “I am amaze…lost without them…can’t speak highly enough of them”, “lovely friendly people”, “nothing but praise for them”, “clarity and transparency is fantastic”.

3 out of the 8 individuals spoken to, advised that sometimes they do not have the same carers; however, the files viewed during the process, evidenced that the provider remains within the threshold.

All individuals advised that they are treated with dignity and respect and that communication was good.  Should a carer be running late, phone calls are made to the customer.  All 8 individuals advised the monitoring officer that the carers remain for the specified amount of time.

Staff Feedback

As part of the monitoring process, two members of staff were contacted.  When asked if there was sufficient travel time, both carers advised that in their opinion, the co-ordinator factored in enough travel time to get from one call to another.  One advised that they are never rushing.

Both advised that they have sufficient time to provide the appropriate care and

Support and again, if they feel they the individual requires additional time or less, they will contact the office.

It was agreed that the rotas were acceptable both staff members felt supported by their supervisor.

One new carer advised that they had received a good induction, appropriate shadowing and training.  The second carer advised that she has worked in the care sector previously and that the Branch Manager was her care co-ordinator previously; therefore, no shadowing was required.  However, prior to attending the calls, the staff member visited the office and read through all the files to gain background knowledge on the individuals they would be supporting.

Both employees advised that they have sufficient information at hand to provide the care and support required.  One staff member advised that documentation is always updated on a regular basis.

When asked if there was anything further, they wished to share, one employee advised “I love working for them.  They gave me an opportunity within the company to progress”.  Another staff member stated “I love it, love my job…. really happy with the company”.

Corrective and Developmental Actions


MAR charts to have no gaps, dates and signatures to be inserted at all times. RISCA R.58 & Local Authority contract.

For the provider to have a written record of the individuals preferred call times. RISCA R 14. & Local Authority contract.

Developmental actions

For the provider to share any positive feedback from customers of the service/family members/representatives or professionals with the Commissioning Team of the Local Authority.


The visit to Lynton Care was positive, with positive feedback received from customers of the provider and from staff in its employment.

The Contract Monitoring Officer would like to thank the Lynton Care staff for their time and hospitality during the visit.

  • Author: Caroline Roberts
  • Designation: Contract Monitoring Officer
  • Date: 12 October 2023