Valley View Care Home

Dan-y-Coed, Hengoed, CF82 7LP
No of beds: 64 Care Home with Nursing / Dementia
Category: 12 Dementia / 24 Dementia (Nursing) / 28 Older Person (Nursing)
Dual Registered
Respite Care Available
Tel: 01443 862217

Contract Monitoring Report

  • Name/Address of Provider: Valley View Care Home, Dan y Coed, Cefn Hengoed, Hengoed, CF82 7LP
  • Date/Time of Visit: Monday 11 September, 2023, 9.45 – 4.30 p.m, Tuesday 12 September, 2023, 9.45 – 4.15 p.m, Tuesday 14 November, 2023, 11.30 a.m. – 5.30 p.m.
  • Visiting Officer(s):  Andrea Crahart, Contract Monitoring Officer, Commissioning Team, CCBC, Jill Thomas, Lead Nurse Safeguarding, ABuHB
  • Present: Eirwen Jones, Registered Manager, Natasha Meyrick, Deputy Manager


Valley View Care Home is a large, single storey building located in Hengoed that is registered to provide care for a total of 64 people.  The Home can accommodate and support 14 people with a cognitive impairment and 50 people who require general nursing care, and/or have a  cognitive impairment.  Valley View is owned by the Caron Group who provide specialist care and support to people living with a dementia. At the time of the visits there were 47 people residing at the Home.

The Caerphilly CCBC Commissioning Team receive feedback from professionals and other stakeholders on an ongoing basis and during the current year there were issues reported, which were addressed with the provider, in addition to some very positive feedback being received also.

A CIW (Care Inspectorate Wales) inspection was undertaken in March 2023, where inspectors found that the Home had made significant improvements in care delivery and the outcomes for people.

The Home’s Statement of Purpose was reviewed in March 2023 and provided a very comprehensive overview of the provision the Home offers.

The Home’s ‘Welcome Guide’ for residents and their families had been updated in April 2023 and was a very clear document outlining what individuals can expect from living at Valley View.

The Home have been awarded a food hygiene rating of 5 which is rated as very good.

Dependant on the findings within the report, corrective and developmental actions may be given to the provider to complete. Corrective actions are those which must be completed as governed by the Regulation and Inspection (Wales) Act 2016, and developmental actions are good practice recommendations. 

Previous Actions

Corrective Actions

There were no actions to re-visit on this occasion.

Responsible Individual

The Regulation and Inspection of Social Care (Wales) Act 2016 places expectations on the Responsible Individual (RI) of the service to hold accountability for both service quality and compliance.  Part of the Responsible Individual’s duties is to visit the service on a quarterly basis in order to have an oversight of the service and report on its quality.  It was evident that these visits had taken place at regular intervals with valuable feedback and information gathering as part of these visits. The quarterly visit reports included a review of the progress made with any previous actions identified; discussions/feedback received from residents, relatives and staff; an examination of recent complaints, accidents, training etc., including any actions to take forward. 

Quality reviews (which are required on a six monthly basis) were seen which illustrated that key information had been thoroughly examined e.g. stakeholder feedback, any complaints/compliments, audits/processes, plus any recommendations to take forward.

The Home’s policies and procedures were viewed to ensure that the key/mandatory policies were present and had recently been reviewed to ensure they remain accurate and up to date.  Some examples of policies viewed included safeguarding, complaints, whistle blowing, admissions/commencement of service etc.  All policies had been reviewed however only where there changes are required, not on a rolling annual basis. 

Registered Manager

The Home operates a CCTV system (surveillance system) in communal areas and people are made aware of this prior to admission and the ‘Welcome Guide’ also refers to this.   This type of system is used to enhance the security and safety of the premises.

There are currently no concerns relating to the facilities within the building at the current time.

The temperature in individual bedrooms is able to be adjusted via the radiator thermostats to ensure that people do not become too warm or too cold.  In addition, during times of hot weather desk top fans are also available. 

The Home actively inform the CCBC Commissioning team where there are reportable incidences e.g. infectious diseases, illnesses experienced, safeguarding issues etc.

Staff Training

The Caron Group use E-learning and face to face training to ensure their staff are sufficiently trained to care for people.

The quality and application to practice following any training undertaken is discussed during supervision sessions, with this being a key area of a supervision.  Managers also observe practices when they walk around the Home to ensure staff are applying what they have learnt.

Attendance on mandatory training was 98% compliant.  Mandatory training includes courses such as manual handling, first aid, safeguarding, food hygiene etc.  Where additional training takes place (non mandatory) this was 78% compliant.  The manager confirmed that some staff had recently attended a falls prevention training course and that there was a further session to be held in January.

‘The Active Offer – More than Just Words’ (revised Welsh Language Act) requires providers of social care to provide communication in Welsh without the person asking for it.  The Caron Group are working towards this and there is reference to this in their Statement of Purpose.

Staff Files

Two staff files were viewed in relation to care practitioners who had been appointed in recent months. The files were orderly and information easy to locate. It was evident that staff recruitment procedures had been adhered to i.e. there were 2 written references, a job description, detailed application form (where no employment gaps were identified), an interview record, a signed Contract of Employment, photograph and DBS (Disclosure and Barring Service) information.

Files also included induction documentation which had been signed by the new staff member and the person inducting.  Areas covered included e.g. starting a shift, documentation, the environment, continence, pressure relief, laundry, assisting people to get up/go to bed, dietary needs etc.

Supervision and Appraisal

Supervisions are planned for on a quarterly basis and it was evident that these were being held. These are conducted on a 1:1 basis and cover areas such as actions from the previous session, the person’s general health/wellbeing, training needs, current performance, senior support, health and safety, staff relationship, person centred care and any agreed planned actions.

Annual appraisals are still to be undertaken with staff.


Two individuals’ files were viewed as part of the monitoring process and information was viewed via an electronic system named Nourish.

There were suitable support plans in place to provide guidance to staff in how to best support the individuals in terms of e.g. mobility, diet/hydration, personal care, oral care etc.  These were comprehensively written and had been reviewed regularly.

It was evident that appropriate outside agencies are contacted for support and treatment had been sought for individuals following falls sustained and other ailments.

The Daily Records within the Nourish system were largely reflective of the Support Plans. 


The Home employ a Registered Manager and Deputy Manager who are supported by the Caron Group Regional Manager and Responsible Individual.  The visiting professionals were made aware during a recent visit that a clinical lead had been appointed who will be responsible for managing the nursing staff.  In addition other new appointments have been a part time wellbeing lead to support the existing staff member, new lead housekeeper, domestic staff member, and senior care practitioners/care practitioners.  Nursing assistant posts currently remain vacant.

There appeared to be sufficient staff on duty during the monitoring visits, and although the call bells were heard ringing these were answered relatively promptly.  The contract monitoring officer was made aware of some concerns regarding pressures on staff time during the morning times which were relayed to the managers during the visit.  These concerns had been considered by the management and additional hours were allocated in response.

Staff sign up to the Working Time Directive if they choose to work more than 48 hours per week, and this would be monitored accordingly.

Quality Assurance

The managers of the Home are very welcoming to visitors, relatives and visiting   professionals etc.

It was evident that staff meetings are held regularly and that many areas are discussed and documented.  These meetings include various team meetings, handovers, ‘huddles’, where specific issues that arise are discussed and ‘flash meetings’ to cover pertinent areas (current concerns regarding people cared for etc.).   

Relatives meetings have been held and a relative confirmed that this had been a useful meeting to attend, with an opportunity to meet other family members also.

Meeting records had been taken of Residents’ meetings which had occurred on a monthly basis over recent months.  These captured discussions about forthcoming events, current work being undertaken at the Home, food and drink menus etc.  During one of the meetings residents were asked for suggestions to rename the lounges so that everyone involved knew what lounges were being referred to at any time.  One of the residents suggested naming them after Wales’s singers, and so this was agreed to so a list of names would be compiled and voted on at a later date.

The local GP visits on a weekly basis where people’s health and medication needs are addressed.

Arrangements are made to refer to the relevant professionals when people sustain falls e.g. the Falls clinic, GP, Community Psychiatric Nurse (CPN).

Advocacy services can be accessed for people who request this, if they would benefit from another person speaking/acting on their behalf.

There are written handover arrangements which are undertaken at the end of each shift.  These are led by the nurse in charge with all involved in the shift attending.

Fire Safety and maintenance checks

The Home’s Fire Risk assessment was present and was current.  Some areas requiring attention had been identified during the assessment, with priorities against each area.

Fire drills had not been held for sometime, however the manager confirmed that a fire drill was scheduled for the near future, which would be undertaken by the Health and Safety department of the Caron Group.

Personal Emergency Evacuation Plans (PEEP’s) are available in a ‘grab file’ for use in the event of a fire and are also stored on individual files within the Nourish electronic system, where they are reviewed regularly.

The Home have maintenance/handymen employed to undertake repairs/checks and are regularly seen in the Home during visits.

Managing residents’ money

There is a nominated person at Valley View who ensures that processes are in place to manage people’s money/personal allowances.

It was evident that when transactions take place that these are recorded and that receipts are present, however at the present time signatures are not sought when income is received or where there are expenditures.

The contract monitoring officer was informed that audits of the transactions take place by the Caron Group on a regular basis. Although monies are kept in a lockable cabinet consideration should be made to storing these in a lockable safe.

Relative Questionnaire

A relative of a person who resides in the Primrose community was spoken to in order to gather their feedback.  The relative said that they always feel welcomed when they visit the Home and that they are invited to be part of events.  They commented that they enjoyed visiting the summer fete that was held this year and meeting other families also as part of the community.

The relative relayed that they are informed of incidences as they occur and that staff try hard to look after her father, and are very good at prompting and encouraging him to do things, in addition to knowing what he likes and does not like.  They had also had an input into the care planning process to ensure her father’s needs/likes/dislikes had been communicated.


People always look very well cared for, well kempt, dressed according to the weather and wear good footwear.

A resident who resides in the Primrose community was very complimentary about the care she receives and said she has “no complaints”, “the food is very good and I’m comfortable”.


Valley View employs a wellbeing co-ordinator who arranges and co-ordinates activities for people as a group or on a one to one basis.  People at the Home benefit from a wide variety of activities and have ‘a voice’ in requesting what they want to do. During a recent visit people enjoyed an afternoon with a team who brought in exotic animals, and a visiting singing artist was due to visit during the week also. Key dates in the calendar are always celebrated and well organised. The wellbeing co-ordinator is integral to promoting people’s wellbeing.

The Home has made links with local schools to bridge the intergenerational gap and stories have been told of many occasions where children have joined in with the ‘Silver readers’. 

The wellbeing co-ordinator spends time with people who remain in their own rooms.  This can typically be to have conversations, fingernail painting, reading stories via iPads etc.   

A ‘magic moment’ was captured in the Primrose community when a person was encouraged to get up and dance with a carer which brought a lovely smile to her face, and the person later thanked the carer.

Mealtime experience

The mealtime experience was observed in both communities of the Home which were provided in an unhurried manner and staff were seen to be assisting people where this was needed.  The cook in Daffodil community spoke to residents to ask what their preference was, with the choice of meals being gammon or BBQ chicken and a sticky toffee pudding for dessert.  There were different flavour juices on offer, including hot drinks and one gent requested a glass of water which was brought to him promptly.

Tables had been decorated attractively with table clothes, serviettes and a vase of flowers.  A menu board referred to the meals on offer that day.

Home Environment

During visits the Home had a calm atmosphere and there were no malodours noted.

In recent times there has been a significant renovation and refurbishment programme in the Primrose community which is of a high specification and people have an additional lounge to relax in.  There is also a garden area with patio chairs and table for residents to enjoy.   

People living on Primrose benefit from having a ‘café’ that they can use at anytime of day, which is particularly beneficial for visiting friends and relatives also.  This café is fully equipped with tea/coffee making facilities, tables and chairs and is very inviting.

Currently the Primrose community does not have an operating bath, however people are able to access a shower and the Home have plans to have a bath installed in the future.

Corrective Actions

  • Personal Allowance records to include a place for two signatures to be obtained for both incoming funds and expenditure.  Consideration to be given to purchasing a lockable safe for the safe keeping of monies. Timescale: Immediately.  RISCA Regulation 28.
  • Annual appraisals to be undertaken with all staff.  Timescale:  Within a year and ongoing.  RISCA Regulation 36.
  • Fire drills to be held at regular intervals to ensure people can evacuate promptly and safely.   RISCA Regulation 57.


The Home employ a Registered Manager who is registered with Social Care Wales and is well supported by a Deputy Manager, Regional Manager and Responsible Individual.

The Caron Group continue to develop their service with a substantial investment having been made in renovation and refurbishment in communal areas and bedrooms.

There were positive interactions seen between staff and residents, with residents having ‘a voice’ in areas that affect them.  People’s wellbeing is promoted by ensuring they have access to many meaningful activities with engagement from the local community also.

Staff have access to a large range of training and receive supervisions at regular intervals to support them in their roles.

The contract monitoring officer would like to thank the staff at Valley View care home for their hospitality and time during the visit.

  • Author: Andrea Crahart
  • Designation: Contract Monitoring Officer
  • Date: November 2023