New Beginnings North East Ltd

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs.

This is the first assessment for this service. This key question has been rated good. This meant people’s needs were met through good organisation and delivery.

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 made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs

Staff provided person‑centred care that reflected people’s needs, preferences and routines. Care plans were tailored, regularly reviewed and updated with input from people and their families. Staff understood how people liked to communicate, what was important to them and how best to support their wellbeing.

People were encouraged to take part in activities and daily routines that mattered to them. Staff also supported personal goals and helped people maintain important relationships. This consistent, individualised approach ensured care remained responsive and meaningful for each person.

Staff understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity

People received coordinated and consistent care. Staff worked closely with health professionals to ensure needs were met and support remained joined‑up. Care plans showed professional input and were updated when changes occurred.

The provider understood people’s diverse needs and adapted support to promote choice and continuity. People’s preferences were listened to which helped to maintain smooth communication and consistent care.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs

Care plans included clear information about each person’s communication preferences, helping staff provide responsive and person‑centred support. People and relatives knew how to contact the management staff if they ever needed to and were kept informed about their care.

Staff ensured people received updates promptly and understood who to speak to if they had questions or concerns. This supported open communication and helped people feel confident in the service.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

People and relatives said they felt comfortable raising concerns and found staff approachable and responsive. The service provided regular opportunities for people to share feedback, contribute ideas and raise complaints if needed. Staff involved people in decisions about their care and communicated any changes clearly.

Relatives, staff and professionals confirmed they were listened to and that their suggestions were considered when planning or improving the service. The management team responded promptly and appropriately to concerns, helping to ensure people felt heard, respected and confident in the service.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Staff made sure everyone had access to opportunities that were important to them.

The provider understood people’s diverse needs and delivered flexible, person‑centred support that promoted choice and independence. Staff worked closely with other professionals to ensure care was coordinated and continuity was maintained. Care plans showed professional input and were updated when needs changed. Relatives said the service met the persons needs and that staff understood how to support them very well. A relative said, “The staff know [person] well and know how to encourage [person] to try different things.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

The service promoted inclusive practice, and staff were trained to support people with varied communication needs, routines and behaviours. People and relatives were encouraged to share their views, and staff considered different ways to involve them in care planning. People confirmed the service met their needs, and families said the support had made a significant difference to their relative’s quality of life

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.

Care plans were regularly reviewed and updated to reflect what people wanted to achieve and how staff could help them work towards these aims. Reviews involved people and their families, ensuring plans remained person‑led and responsive to changing needs.

Staff understood people’s preferences, strengths and ambitions, and encouraged them to make informed decisions about their future. This approach helped people stay in control, build confidence and work towards outcomes that were meaningful to them.