Babyvision Limited

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

We looked for evidence that people were always at the centre of how care was planned and delivered. We also looked for evidence that people could access care in ways that met their personal circumstances and protected equality characteristics.

This key question has been rated good. This meant patient’s needs were met through good organisation and delivery.

We have not awarded this service a score for Responsive.

Find out about when we will not publish a key question score and what we look at when we assess Responsive.

The evidence showed a good standard. The service made sure people were at the centre of their care and treatment choices.

The service was accessible to people with mobility needs, being located on the ground floor with step-free access, wide open space suitable for wheelchair users, and easy access throughout the premises. People were able to attend appointments with partners or children, and staff ensured they were welcomed and appropriately involved in the experience.

Facilities were designed to always protect people’s privacy and dignity, with a comfortable and welcoming environment that was tailored to meet the needs of pregnant people. This included appropriate seating areas and access to toilet facilities for people and those accompanying them.

The service understood the diverse health and care needs of patients and their local communities, so care was joined-up, flexible and supported choice and continuity.

The service was planned and delivered in a way that met the needs of local people, with people’s individual needs and preferences central to care. The service offered flexibility and choice, including a range of scan options and appointment times tailored to those options.

The service provided a wide range of scans, including early reassurance, dating, non-invasive prenatal testing (NIPT), 2D and 4D gender, wellbeing and bonding scans, as well as planned baby keepsake scans, enabling people to access care conveniently at a time that suited them. Systems were in place to support people requiring additional or specialist care, with clear links to the local NHS trust and established processes for escalation and image sharing where needed. People requiring follow-up were appropriately advised to contact NHS providers. The service was accessible via car and public transport, and the environment was welcoming, with a clean and tidy reception area offering seating, and toilet facilities for people and their relatives.

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

Staff ensured that women received clear and appropriate information about pricing and scan options prior to their appointment. Systems were in place to support staff access to information, including individual email accounts and regular updates regarding available training and compliance with mandatory training requirements.

Staff demonstrated effective access to policies, procedures and guidance through electronic systems, with paper copies also available where needed. Arrangements were in place to meet the needs of people whose first language was not English, including access to translation services, with interpreter requirements identified at the point of booking.

The evidence showed a good standard. The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support.

People were offered a choice of appointment times based on when the service was open. People were able to raise concerns using their online feedback.

The service demonstrated a proactive and responsive approach to managing concerns and complaints, ensuring that these were taken seriously, investigated thoroughly, and used as opportunities for learning and improvement. Information on how to raise a complaint was readily accessible to people using the service, including leaflets and notices displayed in the reception area.

A comprehensive complaints procedure was in place, with the registered manager committed to resolving issues promptly by listening to feedback and welcoming suggestions to enhance the service. Oversight and accountability for formal complaints sat with the registered manager, supporting a consistent and structured approach to complaint handling. We reviewed the provider’s complaints folder and identified examples of complaints that had been subject to a thorough investigation, with clear, detailed and robust responses provided.

People could take any unresolved complaints to a third-party organisation or to the parliamentary ombudsman (NHS) or to an independent sector complaints service and this information was readily available.

The evidence showed a good standard. The service made sure that people could access the care, support and treatment they needed when they needed it.

The service made reasonable adjustments to meet individual needs, including for people with mobility issues, with requirements identified in advance through the online booking system and associated screening questions.

This supported proactive planning to ensure accessibility and appropriate support. The service did not undertake urgent referrals, reflecting the planned and non-urgent nature of the care provided.

Staff managed appointments effectively to ensure women were seen promptly, with sufficient time allocated for each appointment based on its type. This included built-in flexibility to accommodate any difficulties in obtaining clear scan images.

The service maintained good communication with women ensuring they were informed of any changes or disruptions that could affect their care, although delays were rare and typically related to late arrivals rather than service issues. People using the service were not kept waiting on arrival and were offered the option to return if an adequate scan image could not be achieved due to the baby’s position, demonstrating a flexible and person-centred approach to care.

The evidence showed a good standard. Staff 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.

Systems were in place to ensure that care and treatment decisions were made without discrimination, including in relation to protected characteristics under the Equality Act. Staff completed equality and diversity training as part of their mandatory requirements, supporting awareness and inclusive practice. The service also promoted a positive and open culture, in which people using the service felt empowered and encouraged to share their views and experiences.

The evidence showed a good standard. People were supported by planning important changes in life, so they could have enough time to make informed decisions about their future.

Staff demonstrated a holistic and safety-focused approach to care. We observed the sonographer engaging with women about their wider maternity care, including midwife appointments and birthing plans, and offering advice where appropriate.

Staff had access to appropriate emergency equipment, including a defibrillator which was used for all within the business park, but had their own first aid kit that was kept by reception desk. Staff were trained in first aid and basic life support, supporting their ability to respond effectively in the event of a medical emergency. People using the service were provided with information about how they would receive results from NIPT and from whom and any related follow up appointments.