Rapid Review & Resettlement

This inspection report for Zeno Limited by the Care Quality Commission (CQC) details findings from a visit on 25 July 2023. The report assesses the service across five key areas: Safety, Effectiveness, Care, Responsiveness, and Leadership. Overall, the service requires improvement, with concerns noted in most areas. This summary provides an overview of the key findings to help families understand the current status of the home and areas identified for development.

On safety, while relatives felt their loved ones were kept safe and staffing levels were adequate, the recruitment processes were not always followed correctly, and incident reporting lacked clarity, particularly regarding the duration of physical interventions. Fire drills were also not conducted during evenings or weekends. In terms of how effective the care is, the service was not consistently working in line with mental capacity principles, and there were issues with locked internal doors impacting people's independence. People were not always supported to maintain a healthy and nutritious diet, with inconsistencies in dietary records.

When considering the caring aspect, staff were observed to have kind and caring interactions, and people appeared relaxed in their presence, with support provided for activities. However, in the area of responsiveness, while staff used communication tools like social stories, the service's model of care did not always maximise people's choice, control, and independence, and restrictions within the home did not always consider individual needs. Finally, regarding leadership, the provider had not always ensured staff were recruited safely and had not consistently followed guidance on reporting incidents to the local authority or CQC. Spot checks and fire drills were also not consistently completed across all times.