Zeno Limited

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Staff were described as kind, caring and compassionate. They treated people as individuals and promoted their independence. Staff knew people well and had formed positive relationships, which helped ensure care was person centred, and based around people’s needs and wishes. Clear guidance was in place to support staff to effectively communicate with people, and ensure people’s voices were heard. Staff wellness was considered, with a number of processes in place to support this, including access to a private health and wellbeing service.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Relatives spoke positively about the care and support provided. They stated staff knew people well, had formed positive relationships with them and were kind and caring in their interactions. People were treated with dignity and respect and their wishes respected. One relative told us, “They’re caring, not lovey dovey, it’s not all older ladies. It’s all different types of people, so it’s great. The place is calm, quiet and the staff are very well trained. Laughing and joking with everyone. [Relative] seems well supported.” Another stated, “[Relative’s] previous placement was part of a large chain, so his care became very corporate. I can really see the difference with this service, they really care. It has a very human and person centred focus which shines through. The way that Zeno is set up is really good. Care runs through it rather than business.”

People’s care file contained a one page profile, which provided information about them as people, explained what was important to them and how they wanted to be supported. PBS plans also contained a range of personalised information, to ensure people’s dignity was maintained and they felt listened to and respected by staff. Each person had a communication passport. These were detailed documents, which not only explained how the person communicated and how they wanted staff to communicate with them but also covered things they liked to talk about, nutrition and hydration, family and friends, favourite activities and what problems the person may encounter and how to deal with these. People also had do and don’t documents, which linked in with the communication passport and provided simple reminders for staff. For example, do use my name, speak slowly, give me time to process and don’t use long words or sentences or speak too fast. Our observations on assessment, showed staff clearly knew people well, communicated with them effectively and were caring, respectful and compassionate in their approach.

Relatives told us people were treated as individuals, with their views, wishes and choices respected. One stated, “They treat [relative] as an individual, embrace them as they are.” Another stated, “[Relative] is a happy bunny and so am I, we chose the right service.”

People’s care records explained any specific personal, cultural, social or religious needs and how these would be met. We noted individual strategies and approaches were used with people, to ensure staff communicated effectively and people’s care and support met their specific needs. For example, one person used a pictorial ‘now, then and next’ board, due to having a strong visual memory and recognising pictures very well. Staff used the board each morning to communicate what the plan was for the next few activities e.g. shower, brush teeth and have breakfast. The board was then used to discuss the next few activities. Staff also used social stories with a number of people using the service, prior to leaving their home, to ensure expectations were managed and the outing or activity could be successful.

The service had equality and diversity champions, who ensured consideration was given to having an effective cultural mix within the service. This included arranging events and celebrating different religious and cultural days within people’s homes. For example, Chinese New Year, Diwali and St George's Day. All staff completed specific training in equality, diversity and inclusion.

People’s independence was promoted, they had regular and unrestricted access to family and friends and were supported to access the community in line with their needs and wishes. One relative stated, “They assist [relative] with personal care and encourage them to be as independent as possible. They also encourage [relative] to help around the house, to take care of their home.”

Relatives confirmed people were offered choice and were able to complete activities of interest and relevance. One told us, “[Relative] goes bike riding every week (attends an accessible cycling club) and swimming which is good for their movement. They go on walks and meet up with people from other houses. They’ve done lots with [relative] since they have been there. Holidays to the Lake District, days out, visits to the sensory place, café trips. [Relative] has a better social life than me.”

The service kept daily logs to document what people had done each day. Scrapbooks were also compiled, containing photographs and text to detail outings and activities completed. These were used as a visual reminder for people and to show relatives and/or professionals involved during visits and reviews.

People’s needs were assessed and met. Staff knew people well, knew how to communicate with them effectively, with clear guidance in place for supporting people to cope with changes to routine or issues which arose. A relatives told us, “[Relative] makes noises and points at what he wants. They can use a bit of sign language and Makaton, both of which staff know. They know [relative] really well.” Another relative explained how staff had taken the initiative in supporting a person to showcase their skills. They told us, “[Relative] has an allotment. The staff contacted the allotment secretary when the annual show was on and [relative] harvested their vegetables and entered these into the show and got a prize. The staff did all off this off their own back and sent us photographs”.

Due to the challenges of accessing input locally, the provider had employed the use of an external Speech and Language Therapist (SaLT). This ensured timely support was provided around people’s communication skills, as well as provide guidance and support in other areas of people’s care and support. We noted a recent example, where the SaLT had worked with a person to create a new communication passport, as well as explore tools to help them cope better with their anxiety.

Staff told us the provider supported their wellbeing and the service was a positive place to work. One stated, “I can honestly say I have worked in quite a few places within the care sector and I have found Zeno to be the most understanding and the most interested in their employees. For example, the higher up managers always remember your name, they seem to take the time out to get to know you. I don't feel like just a number here I feel valued and needed and wanted.”

Each staff member was provided with an employee handbook, which included relevant policies and procedures, terms and conditions of employment, annual leave information and information on the whistleblowing and grievance process. The provider had a specific staff wellbeing policy and procedure. Wellbeing was encouraged and supported vis supervision, debrief programmes, staff wellness days and wellbeing assessments. The provider told us if staff are struggling with the emotional effects following an incident in work, they have access to free counselling services. The provider had formed links with the ‘Resilience Hub’, a free resource for Manchester, originally set up to support people who work in health & social care during the pandemic. The hub offers support & guidance for staff around wellbeing and mental health. Staff also have access to a health plan service. This allows access to a range of services including eye & dental care, foot care, private GP appointments, access to dieticians, access to private diagnostic services e.g. scans & tests and discounted gym membership.