Leeds Screening Centre

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• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

This means we looked for evidence that patients were involved in their care and treated with compassion, kindness, dignity and respect.

At our last inspection, this key question was rated good. At this assessment, it remained good.

Staff treated patients with dignity and respect, communicated sensitively, and took time to understand what mattered to each individual. Interactions were warm, supportive and reassuring, and patient’s spoke positively about the care they received. Staff worked collaboratively within a positive and supportive environment to ensure patient’s felt listened to, valued and involved in decisions about their care.

This meant patients were treated with dignity and respect and supported with compassion. 

We have not awarded this service a score for Caring.

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

The evidence showed a good standard. 

Staff treated patients with kindness, empathy and compassion, and demonstrated mutual respect towards each other. They respected patient’s privacy and dignity and supported them to understand and manage their care, treatment and condition.

Staff interactions with patient’s attending the clinic and during telephone calls were consistently positive, respectful and considerate. We observed staff introducing themselves, explaining care and treatment clearly, and responding to patients in a calm and reassuring manner.

Patient’s spoke positively about their experiences of the service. They were complimentary about staff and described them as helpful and supportive.

Confidentiality was maintained through the use of secure electronic record systems. 

Privacy and dignity were upheld throughout appointments and examinations. Treatment room doors were kept closed during consultations and scans to reduce the risk of conversations being overheard. A privacy screen was available for patients who wished to use it when changing or undressing.

Staff demonstrated a compassionate approach when supporting patient’s receiving difficult or unexpected news. Patients were given time, privacy and emotional support, and could remain in the room for as long as required following their appointment.

Communication between staff was calm, professional and respectful, reflecting positive working relationships and a culture of mutual support within the service.

Patients spoke positively about the attitude, professionalism and approachability of staff, describing them as friendly, knowledgeable, reassuring and professional. They said they were treated with dignity and respect throughout consultations and examinations, with staff explaining procedures before carrying them out and seeking permission before physical contact. Several patients said they would recommend the service to others or return for future pregnancies.

The service treated patients as individuals and tailored care, support and treatment to meet their needs and preferences.

Staff demonstrated an understanding of patients personal, cultural, social and religious needs and recognised the importance of adapting care accordingly. They described providing care in a respectful and inclusive way that reflected individual preferences and circumstances.

Staff supported a diverse range of patients, including same-sex couples, patients undergoing fertility treatment, surrogacy arrangements, transgender patients and those undergoing gender reassignment. They demonstrated awareness of the different needs and experiences of these groups and described adapting their approach to ensure care remained person-centred and supportive.

All patient coordinators had completed equality and diversity training and were able to describe how they supported patients with different backgrounds, needs and protected characteristics to access and receive care.

The service offered refunds for appointments cancelled 48 hours or more before the scheduled appointment. In some exceptional circumstances, including where a woman experienced a miscarriage before her appointment, deposits were refunded, demonstrating a compassionate and flexible approach to individual circumstances. 

Records were maintained within a single electronic system, supporting continuity of care and enabling staff to consider patients individual histories when providing care and treatment.

Staff supported patients to make informed decisions about their care, treatment and wellbeing. 

Information about the services available was clearly displayed within the clinic and on the service's website, enabling patients to make informed choices before booking an appointment. A range of pregnancy scan packages were available, with additional options such as digital images and keepsake items offered according to individual preference.

Patients told us they felt informed and involved in decisions about their care and treatment. They said staff explained findings clearly, discussed available options and provided opportunities to ask questions throughout appointments. 

The service listened to and understood patient’s needs, views and wishes. Staff responded to patient’s needs in the moment and acted to minimise any discomfort, concern or distress.

We observed sonographers taking time to listen to patients, understand their concerns and provide explanations and scan results in a compassionate and reassuring way. Staff adapted their approach to meet individual needs, demonstrated sensitivity when patients were anxious or uncertain, and ensured patients felt supported throughout their appointment.

The service had arrangements in place to respond appropriately when concerns were identified. Staff described examples of timely escalation and referral where further assessment or specialist support was required, including referral through established pathways to local Early Pregnancy Units (EPAUs) and hospital services. They demonstrated an understanding of emergency escalation procedures, including suspected ectopic pregnancy and obstetric emergencies, and were able to explain arrangements for onward referral and urgent clinical support when concerns were identified.

Patients who received unexpected or distressing news were given additional time, privacy and emotional support. Staff described allowing patients to remain in the consultation room after appointments and ensuring support was available before they left the service.

The service cared about and promoted staff wellbeing and supported staff to deliver person-centred care.

New staff had access to an employee handbook, helping them understand their roles and responsibilities from the outset.

Staff told us they felt respected, supported and valued. They spoke positively about working for the service and described a collaborative and supportive team culture.

The registered manager worked across multiple locations but remained accessible and responsive. Staff said they felt comfortable raising concerns, asking questions and seeking advice and were confident they would be listened to and supported when needed.