New Beginnings North East Ltd

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

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.

This is the first assessment for this service. This key question has been rated good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

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.

Staff treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

Staff approached personal care with sensitivity and professionalism. They supported people to carry out tasks at their own pace ensuring privacy was maintained.

Relatives described staff as “patient” and “caring,” reflecting the positive relationships built over time. Staff also treated professionals from other organisations with courtesy and respect. A professional told us, “The staff are always very approachable and supportive if we need to enquire about anything.

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Care plans provided comprehensive insight into each person’s history, routines and interests, helping staff understand what mattered most to them. Meaningful activities were shaped around people’s preferences so they could continue engaging in hobbies and daily life in ways that felt familiar and purposeful.

Staff remained attentive to changes in people’s needs and adapted their approach accordingly. They listened carefully to feedback, encouraged involvement in decisions and maintained consistent, trusting relationships with people and their families to ensure support stayed appropriate and responsive.

Staff promoted people’s independence. People knew their rights and had choice and control over their own care, treatment and wellbeing

Staff encouraged people’s independence and supported them to make their own choices about their care. People were supported to do things for themselves, with staff offering assistance only when needed. Staff were described as patient and providing positive encouragement, helping people complete tasks such as dressing at their own pace. Relatives said this approach increased confidence and helped people feel comfortable receiving care.

Staff respected people’s autonomy and supported them to maintain independence and achieve personal goals.

Staff listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

Staff were proactive and effective at resolving concerns, and professionals noted strong partnership working with a clear focus on supporting the person’s best interests.

Relatives reported that staff were generally punctual and stayed for the full duration of their visits. When concerns were raised, including safeguarding issues, the provider acted quickly to address them and maintain people’s safety and confidence in the service.

The provider cared about and promoted the wellbeing of our staff, and we support and enable them to always deliver person centred care.

Staff said the provider supported them to deliver high‑quality, person‑centred care by offering accessible guidance and help when needed. They reported being able to contact managers or colleagues for advice at any time.

Staff also felt supported to learn and develop, with the provider encouraging ongoing training and offering paid opportunities to complete additional courses relevant to their caring roles. This helped staff build confidence and maintain the skills needed to provide effective, compassionate care.