Hey Baby 4D Northampton

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 treated people with compassion and kindness, respected their privacy and dignity, took account of their individual needs, and helped them meet their holistic needs. They provided emotional support to people and their families that was above and beyond the scope of the service. Staff asked people for feedback, which was consistently positive, and achieved the provider’s expected standards. Such standards were furthered by the team’s internal audit system and care ethos that focused on person centred, compassionate care delivered in a positive, welcoming environment. There was an overarching, fully embedded ethos of compassion and empathy in all aspects of the service.

This service scored 90 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Staff facilitated an overarching atmosphere of positivity and happiness that extended beyond the process of attending for a scan. The design and décor of the facility was created to enhance the way in which staff interacted with people and those accompanying them. There was a shared sense of joy when the sonographer gave good news, and they warmly congratulated people to help them enjoy the moment. For example, a gender scan during our site assessment resulted in news the family had hoped for, and the sonographer joined the couple in their celebration.

Staff used the clinic space strategically to support people when they received bad news. For example, if a sonographer found evidence of an ectopic pregnancy or could not find a foetal heartbeat, they completed the referral and other documentation in the scan room and escorted the individual to a private room. This ensured people would never encounter others waiting for a scan after receiving bad news. The sonographer contacted the appropriate NHS department to make sure they knew to expect the person and followed up with them afterwards.

Staff recognised the sensitivity of the care environment and worked with empathy towards women they knew were often anxious, stressed, or afraid. They recognised when these emotions indicated more serious concerns about the pregnancy and helped people identify the most appropriate routes for help.

Policies, processes, and standard operating procedures were based on the principles of compassion and recognition of the emotion pregnancy can cause. For example, the service offered unconditional refunds if a person suffered a miscarriage or other complication before their scan.

During our site assessment we saw staff were energetically positive and welcoming with people and their loved ones. Where people were disappointed, such as when they needed a future rescan because of the baby’s position, staff were supportive and empathetic. Staff offered some rescans for free, such as if they could not get a good image of the baby because of its position.

Staff focused on providing an individualised experience to each person undergoing a scan. They recognised that each pregnancy meant different things to each individual and worked to meet their needs. For example, 1 member of staff said, “Every pregnancy is a special journey. We’re just part of that process and need to make sure [people] are looked after.”

Prior to each scan, the sonographer discussed the plan with each person and established how much information they wanted to be given during the scan. As standard the sonographer explained what they were doing and why, and what they were finding, throughout the scan.

Staff facilitated the learning culture in line with the provider’s national policies and procedures. Staff maintained good standards of day-to-day safety and there had been no incidents in this clinic related to clinical practice or errors. Staff understood how to document and report incidents, and the provider had an up-to-date incident management policy. Staff tracked referrals to NHS services where they found no foetal heartbeat or evidence of a miscarriage.

Managers had access to learning from incidents and near misses across other locations. Managers shared learning and reviews from other locations in team meetings and risk monitoring to make sure staff were aware of this information.

Sonographers worked as peer reviewers nationally to address any complaints or concerns about scan image quality or processes. This reflected good practice and meant locations across the provider network had access to learning and tools to standardise practice.

Staff used person feedback to make improvements. For example, staff improved their mental health assessments and did training in how to meet the needs of an increasingly diverse population. This meant more people were able to access the service.

Staff maintained a private, quiet space separate from the main areas of the clinic for people who received upsetting news, such as a miscarriage or ectopic pregnancy. The service had an established protocol in such circumstances that temporarily closed the clinic while staff provided urgent support and guidance. Sonographers were trained to provide emotional support and signpost people to the most appropriate NHS service. Staff scheduled free time between appointments, which reduced the risk of delays or cancellations as a result of findings that required a referral. In the previous 12 months there had been no such instances.

The service provided care for people aged 18 and over. Following a series of requests for scans from those under 18, the provider surveyed the region and found no private clinics able to provide care. As a result, staff implemented a new standard operating procedure that referred people to their GP for immediate care.

Where people were particularly anxious and requested multiple scans in a short space of time, sonographers worked with them to identify how to address their concerns. The provider required a minimum of 1 week between scans and referred people to the NHS gynaecology assessment unit where they requested more frequent checks.

Staff were clearly invested in, and passionate about, the service. Most staff had joined the clinic when it opened in 2022 and had developed their career with the provider.

Staff provided emotional support to people in often unpredictable circumstances. This sometimes included people who were very upset. The senior team recognised the impact this had on individual members of staff and provided time and support for them.

The provider operated a staff recognition programme, the ‘superstar award’. This was a peer-nominated process that recognised staff for exceptional service, with a winner identified each quarter.

Staff we spoke with were positive about the support they received from managers and the provider more broadly. They described a culture of respect in which they were proud to work and felt they were able to do their best to provide high levels of care.