Archived: Zeno Limited

We gathered evidence against the outcomes we inspected to help answer our five key questions; Is the service caring? Is the service responsive? Is the service safe? Is the service effective? Is the service well-led?

Is the service safe?

People told us they felt safe. Safeguarding procedures were robust and staff understood how to safeguard people they supported. Systems were in place to make sure managers and staff learned from events such as accidents and incidents, complaints, concerns, whistleblowing and investigations. This reduced the risks to people and helped the service to continually improve.

The service took people's care needs into account when making decisions about the numbers, qualifications, skills and experience required to cover the rotas with the correct level and calibre of staff.

Recruitment practice was safe and thorough. Policies and procedures were in place to make sure unsafe practice was identified and people were protected.

Is the service effective?

People's care needs were assessed by managers and they, along with their family members, were involved in developing their own plans of care. We saw care plans were up to date and reflected the support needs of each person using the service.

Family members we spoke with told us the service had promoted the independence and built up the trust of their relative and they were confident their relative would be supported well.

Is the service caring?

We received feedback from the families of people using the service. We asked them for their opinions about the staff supporting their relatives. All the feedback was positive and included comments like "We have a good relationship" and "I feel listened to".

When speaking with staff and managers it was clear they genuinely cared for the people they supported. The service was person centred and took into account the diverse range of people needing support. We found the service respected people's preferences, interests and wishes and cared about the people using the service, their families and the staff team.

Is the service responsive?

Families we spoke with knew how to make a complaint if they were unhappy. The service worked well with other agencies and services to make sure people received care they needed. We saw input from psychologists and speech and language therapists in response to peoples needs. Family members told us the service had listened to them about what their relative needed and responded accordingly.

Is the service well-led?

From looking at information sent to us from the senior manager and through speaking with families and staff we could see there was strong leadership.

We saw managers maintained good relationships with people using the service, their families and the staff team. Staff had a good understanding of the ethos of the service, resources available to support them within their role and the quality assurance processes which were in place. This helped to ensure that people received a good quality service at all times.

Families we spoke with confirmed this and told us they trusted Zeno. Staff confirmed they felt it was a good place to work and were supported well.

Relatives told us they were very satisfied with the care provided and that they had no concerns about the service.

One relative said: 'I've never been happier with my son's care since he came to be supported by Zeno.'

Other relatives said: 'I can't fault the care.' And 'My [relative] is very well looked after and their personal care is handled very well.'

One relative said: 'They (Zeno Ltd) take a holistic view of the person, and consider what is best for them.'

We found that there was a large focus on activities and diet to ensure healthy lifestyle outcomes for people who used the service. For example, regular walks in the Peak District, local barge trips and horse riding. This ensured a wide variety of activities were provided for people who used the service.

We found that since our last inspection the registered provider had taken measures to ensure that all pre-employment checks were in place and this ensured that suitable people were employed by the service.

Relatives told us they were very satisfied with the care provided and that they had no concerns.

One relative told us they had been very anxious about their son moving to adult supported accommodation. Of the move they said, 'It wasn't the end of the world ' I can look long-term at (X) as being my son's home'.

Another relative said, '(X) provides twice the space and half the number of people living there compared with where she lived before. Because of this I've seen an improvement in her behaviours. I can't fault it'.

One person who used the service told us, 'I like living here; I've got my own room.' And another person said, 'I like the staff, they are really good and they take you out on walks.'