Via - New Beginnings - Brent

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

This means we looked for evidence that the service met people’s needs.

At our last inspection we rated this key question as good. At this assessment the rating has remained good.

This meant people’s needs were met through good organisation and delivery.

This service scored 71 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Staff engaged with clients, and their friends and families (where appropriate) to develop support plans that met their needs and ensured they had the relevant information needed to make informed decisions about their care.

Each client had a named recovery worker. Staff actively involved clients in care planning and risk assessment and sought their feedback on the quality of care provided.

In the records we reviewed we saw clients’ voice for example highlighting what they wanted from their treatment.

Clients reported that they felt supported, informed and involved with their treatment decisions and care planning. All clients we spoke with reported they had discussed their plan of care with the team and were happy with it.

In the records we reviewed we saw clients’ voice for example highlighting what they wanted from their treatment.

During the inspection we did note that there was limited signage for Via Brent New Beginnings at the Willesden Centre for Health, meaning it could be hard for people to find and could be a barrier to people dropping in to seek support. The environment at the Willesden Centre for Health appeared quite bland and did not provide a lot of welcoming or inclusive information.

The service understood the diverse health and care needs of people in their local community and worked to provide joined-up, flexible care that supported choice and continuity.

Staff were aware of a range of external services that may be useful to clients and directed and supported them to access those services if they needed help.

Staff understood and respected the individual needs of each client. Staff showed a good understanding of clients’ needs, social circumstances and goals. During keywork sessions staff discussed clients’ personal preferences and goals. All clients we spoke to stated that their needs were being met.

Staff planned clients’ discharge and worked with external agencies to ensure that this went well. There was a multidisciplinary meeting with community services to review discharges from the service.

Staff provided clients, their family members and carers with access to appropriate emotional support, including mutual aid groups.

The service had been able to provide clients with digital equipment such as mobile phones and laptops, to support them with getting connected. This has supported clients to apply for jobs, support with housing and keeping connected with loved ones.

Clients told us about extra activities provided, such as counselling, employment support, crisis services and community peer support groups. For example, B3 Group, which is a separate organisation with lived experience that provides peer to peer support service to clients.

The service provided up to date information about important areas in formats that were tailored to the client group, and individual needs, where necessary. This included leaflets people could take home as well as posters on service walls. Staff also spoke with clients about external services that could support them.

The service had information leaflets available in languages spoken by the clients and local community. Managers made sure staff and clients could get help from interpreters or signers when needed.

Staff displayed suggestion boxes and a digital feedback kiosk in the reception area as a way for clients or carers and family to provide feedback on the service they had received. The service also displayed what they had learnt from suggestions and what they had done after receiving feedback. Examples of changes made because of client feedback included creating a community book exchange within the service which started in October 2024. Another example of changes made as a result of client feedback included providing a text service to remind clients of their appointments. Following client feedback of wanting warm drinks at reception, at Cobbold Road they had a coffee machine available to clients.

Staff also enabled clients to give feedback on the service they received by completing surveys. The service was awaiting the results of the most recent survey, at the time of our inspection.

Clients, relatives and carers knew how to complain or raise concerns. The service provided clients with information on how to complain. Information about the provider’s complaints procedure was also detailed in the client welcome booklet and leaflets were available. Clients told us they felt confident to approach staff for advice about the complaints procedure if they needed to.

The service referral and acceptable criteria was clear.

The building was accessible for clients who lived with a physical disability.

At the time of the inspection waiting time for an assessment was 2 weeks. However, clients who needed urgent referrals were able to receive same day access to the service.

Late and evening clinics were available for clients who needed these.

The service discharged people when specialist treatment was no longer necessary and worked with clients to plan discharge.

Managers told us that the service was currently actively working to reach more women in the community who needed their services. The service was doing this by having women specific communication, delivering sessions on relevant topics such as menopause, and being clear about provision for service users who have children. They also provided women only spaces at Cobbold Road.

The service was aware of the importance of equity in experience and outcomes and worked with partners to aim for this. The service tailored the care, support and treatment in response to this.

The service had a specialist recovery worker lead for ethnic minority groups. This lead had been working with the Somali community and developing links with mosques. Overall, staff at the service told us that they were looking to improve engagement with under-represented communities within the borough.

The service provided an initiative called the Tamil recovery circle. This was for Tamil speaking clients who had experienced domestic violence and alcohol use. A platform was created to provide a Tamil Alcoholics anonymous group.

The service ensured that when a client was coming towards the end of their care plan, appropriate groups and signposting were completed. Staff completed work with the client surrounding confidence building and explanation of the next steps in their recovery. For example, some clients could complete a 12-week programme building resilience and ability to remain abstinent.

The service worked with people and their families around preparation for discharge. Clients we spoke to stated that they were able to make decisions about their care.

After discharge the service offered an informal monthly check in for clients’ who are in post treatment.

Clients talked about the service saving their life and noted that the aftercare was exceptional.