Womb With A View Grimsby

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 and communities were always at the centre of how care was planned and delivered. We checked that the health and care needs of people and communities were understood, and they were actively involved in planning care that met these needs. We also looked for evidence that people could access care in ways that met their personal circumstances and protected equality characteristics.

This was the first assessment for this service and responsive has been rated good. This meant people’s needs were met through good service 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 service made sure people were at the centre of their care and treatment choices and worked in partnership with them to respond to any relevant changes in their needs. Staff delivered care in a personalised way and adapted their approach to reflect people's individual circumstances, preferences and wishes.

Staff based care around individual needs and preferences. Information gathered during the booking process helped staff identify any additional support needs, communication requirements or reasonable adjustments before appointments took place. Staff discussed people's preferences and adapted appointments where appropriate to ensure people felt comfortable, informed and involved in their care.

The service empowered people to make decisions about their care and treatment by providing clear information about scan options, their purpose and limitations, and any associated costs before appointments. Staff explained procedures, answered questions and ensured people understood the choices available to them. People were given opportunities to make informed decisions about the type of scan they wished to receive and were involved in decisions throughout their appointment.

People had choice and control over how they accessed the service. Appointments could be booked online or by telephone, and flexible appointment times, including evenings and weekends, helped people access the service at times that suited their personal and family commitments. People funded their own care and were able to access services directly through self-referral or following signposting from other healthcare providers.

Staff made reasonable adjustments where required to support people to access the service and achieve the best possible outcomes. For example, the service had access to a hearing loop, a wheelchair-accessible ramp, language support services and translation services. People consistently described a personalised and supportive experience that reflected their individual needs and preferences. They told us staff listened to their concerns, respected their wishes and involved them in discussions throughout their appointment. People said they felt informed, reassured and supported, and valued the time staff took to understand their individual circumstances and provide care tailored to their needs.

The service understood the diverse health and care needs of people and the local community and delivered care in a way that supported choice, flexibility and continuity.

The service offered a range of pregnancy scanning services, including early reassurance scans, dating scans, non-invasive prenatal testing (NIPT), gender scans, wellbeing scans, bonding scans, and keepsake scans. This enabled people to access services that met their individual needs and preferences and provided flexibility in how they accessed care.

The service planned appointments flexibly and, where possible, accommodated requests for people to see the same sonographer for repeat scans. Staff understood the value people placed on continuity and aimed to provide consistency in care and support throughout their contact with the service.

The service adapted care to meet individual needs and supported continuity where additional appointments were required. For example, where viability could not be confirmed or foetal sex could not be determined during a scan, staff offered rescan appointments when appropriate. This helped ensure people received the information and reassurance they required.

The service coordinated effectively with external providers to support continuity of care. Where laboratory testing was required, established processes ensured samples were transported appropriately and results were communicated securely. With the person's consent, relevant information could also be shared with their GP or other healthcare professionals where required.

The service supplied appropriate, accurate and up-to-date information that was tailored to individual needs.

Staff provided clear information about scan options, available tests, pricing, the limitations of the service and what to expect from their appointment. Information was available through the provider's website, booking process and discussions with staff, and included details of how to raise concerns or make a complaint. Staff checked people's understanding, answered questions and explained any recommended next steps where appropriate.

The service had an Accessible Information Standard policy and staff demonstrated an understanding of the need to adapt communication to meet individual needs. Staff made reasonable adjustments where required and told us information could be provided to meet communication needs, including provision in larger print, plain English formats, electronic formats and easy-read information where required. Staff checked understanding and did not rely solely on written information. They also adapted their communication approach according to individual requirements.

Staff took steps to support effective communication with people whose first language was not English. Communication needs could be identified during the booking process and staff had access to interpretation support, translation tools and translated written information where required. Staff sought to ensure people understood the information provided so they could make informed decisions about their care and treatment.

The service provided information about a range of local support services and community resources. Staff signposted people to appropriate health, wellbeing and community support services where required

The service maintained systems to protect confidentiality and information security. Staff followed information governance procedures and ensured personal information was stored, accessed and handled securely in accordance with the service's information governance arrangements.

Where appropriate, and with the person's consent, staff involved family members and those close to them in discussions about their appointment. Staff provided information relevant to the person's circumstances and preferences, helping to support informed decision-making.

Staff understood when concerns should be escalated and described how information would be shared with relevant healthcare professionals and other agencies in line with legal, professional and regulatory requirements.

The service made it easy for people to share feedback, raise concerns, and make complaints about their care, treatment, and support.

People could provide feedback during and after appointments through direct discussions with staff, the service website and independent online feedback platforms. The service encouraged people to share their experiences, ideas and suggestions to support service improvement. Feedback was consistently positive and reflected high levels of satisfaction with the care and support provided. People told us staff listened to them, explained procedures clearly and took account of their preferences and individual needs.

Information about how to raise a concern, make a complaint or provide feedback was readily available within the service, on the provider's website, through independent review platforms and on paper feedback forms available at the clinic. People could also contact the service directly by email. The complaints policy outlined the process for managing concerns and complaints, including options for local resolution and escalation where appropriate.

The registered manager maintained oversight of complaints, concerns and feedback and had systems in place to record, monitor and review information received. The service had not received any formal complaints during the previous two years.

Staff understood how to manage complaints and concerns appropriately and told us they viewed complaints as opportunities to learn and improve the service. They described treating people fairly and ensuring anyone raising concerns was protected from discrimination, harassment or unfair treatment.

The registered manager reviewed feedback received to identify themes and opportunities for improvement. For example, feedback highlighted that the website did not clearly distinguish between private non-diagnostic scans and NHS diagnostic ultrasound examinations. In response, the service reviewed and updated the website content and literature to provide clearer information and support informed decision-making.

The service made sure people could access the care, support and treatment they needed when they needed it.

The service offered a range of appointment times and sought to accommodate people's preferred dates and times wherever possible. Staff allocated sufficient time for appointments and adjusted appointment lengths where required to ensure people had opportunities to ask questions, discuss concerns and receive personalised support. Staff communicated with people if appointment changes or delays occurred, although delays were uncommon. Where adequate scan images could not be obtained due to the baby's position, staff offered repeat scans where appropriate, demonstrating a flexible and person-centred approach.

The online booking process enabled people to identify any additional support needs or reasonable adjustments in advance, allowing staff to plan care appropriately.

The service was accessible by car and public transport and was located within easy reach of local amenities. Parking facilities were available nearby, supporting access for people attending appointments. The service provided a welcoming environment with appropriate facilities for people and those accompanying them.

The service actively listened to information about people who may have experienced barriers to accessing services or achieving the same experience as others. This included people with disabilities, autistic people, people with communication needs, and those who required language support. Staff adapted their approach to meet individual needs and help ensure care was fair, inclusive and person-centred.

Staff completed equality, diversity and inclusion training and demonstrated an awareness of protected characteristics. Information gathered during the booking process helped staff identify any communication needs, support requirements, or reasonable adjustments before appointments took place. Staff used this information to tailor appointments and support people's individual circumstances and preferences.

The service maintained policies and procedures to support equality, diversity and inclusion, including an Equality Impact Assessment policy. Leaders promoted an open culture and demonstrated an understanding of the importance of providing care that was fair and free from discrimination.

This quality statement was of limited relevance to the service because it did not provide ongoing treatment, complex care management, personalised care planning, or end-of-life care. However, staff supported people to understand information provided during their appointments and make informed decisions about any next steps arising from the services received.

Staff provided people with clear, accurate and timely information about their scan and any recommended next steps where appropriate. They communicated sensitively and ensured people understood how and when they would receive results from non-invasive prenatal testing (NIPT), who would communicate the results and any follow-up arrangements that might be required. This helped people make informed decisions about accessing further assessment or support where needed.

Where concerns requiring further assessment were identified, staff explained available referral pathways and supported people to access appropriate NHS services. Staff ensured people understood the recommended actions and how to obtain further assessment and support. These arrangements helped promote continuity of care and enabled people to make informed decisions about their ongoing pregnancy care.

Staff reinforced the importance of continuing to attend routine NHS maternity appointments and scans and encouraged people to remain engaged with their midwifery and maternity care teams. Where appropriate, staff discussed wider aspects of pregnancy and maternity care, including available support services and sources of information, helping people understand the options and support available to them.

The service provided information about local support organisations and community resources and signposted people to relevant health, wellbeing and support services when appropriate. These arrangements helped people access additional practical and emotional support throughout their pregnancy journey.