Leeds Screening Centre

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 patient’s needs.

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

Patients were able to access appointments in a timely and flexible way, including same-day, evening and weekend appointments where available. 

Staff listened and responded to patients individual needs, provided support during times of anxiety or distress, and worked with National Health Service (NHS) services and Early Pregnancy Assessment Units (EPAUs) to ensure joined-up care and appropriate onward referral when required. 

Patients were supported to make informed choices about their care and treatment, and the service had arrangements in place to promote accessibility and continuity of care.

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 some shortfalls.

The service generally provided person-centred care that considered patients individual needs, preferences and circumstances.

At the time of the onsite inspection, the service did not have a translation policy or standard operating procedure in place, despite a recommendation from the previous inspection to ensure patients whose first language was not English had access to interpreting and translation services.

Staff provided inconsistent accounts of how communication needs were met. The practice manager described accessing external interpretation services and specialist support when required, whereas the registered manager described relying on accompanying relatives or electronic translation tools. 

As a result, the service could not demonstrate clear, established and consistently understood arrangements for accessing interpretation and translation support. This reduced assurance that patients requiring communication support could consistently access safe, accurate and accessible information to support informed decision-making.

Following the onsite inspection, the registered manager provided a newly developed translation policy. 

Despite these concerns, there was evidence that staff sought to deliver care tailored to patients’ individual circumstances and preferences. Patients attending obstetric scans were informed that private scans did not replace NHS maternity scans. Patients were encouraged to add scan reports to their maternity records and, where consent was obtained, reports and images could be shared with fertility services, including those based overseas, supporting continuity of care.

The service had a large wall-mounted monitor which enabled patients and their visitors to view ultrasound images together during appointments, supporting involvement in care and treatment decisions.

The service recognised the importance of supporting patients overall experience and offered a range of optional keepsakes and pregnancy-related items, including digital images and other memory products.

Patients consistently described care that was tailored to their individual needs, circumstances and preferences. They said staff had provided reassurance, answered questions thoroughly and adapted communication to individual concerns, supporting personalised care and involvement in decisions about their care and treatment.

The service understood the diverse health and care needs of patients and their local communities and worked with other healthcare services to support joined-up care, continuity and timely access to further assessment when required.

Staff described effective cross-site working and clear communication pathways, supporting continuity of care when patients attended different clinic locations or required ongoing support.

The service worked collaboratively with NHS services, Early Pregnancy Assessment Units (EPAUs), maternity services and emergency departments to ensure patients were referred to the most appropriate service when additional assessment or treatment was required.

Where abnormal findings were identified, such as suspected ectopic pregnancy or no viable heartbeat, staff shared relevant information promptly with appropriate healthcare services and supported patients to access timely follow-up care. Staff advised patients on next steps and encouraged them to contact their midwife or other relevant healthcare professionals where further assessment was needed.

The service maintained local referral arrangements with a range of hospitals and referral pathways. Staff were able to describe these processes and recorded discussions with these services to support continuity of care and appropriate follow-up.

Records were maintained electronically and previous scan results were accessible, enabling staff to review relevant clinical history and support continuity of care.

The service provided information and advice that was accurate, up to date and easy for patients to understand.

The service’s website contained clear information about the services available, operating hours, contact details, pricing and how patients could access appointments. Pricing information was transparent and clearly displayed.

The website included a contact form which supported patients to access the most appropriate service for their needs. The form asked patients to specify which service they were interested in and, for pregnancy-related enquiries, to provide their approximate gestation in weeks. The service stated that enquiries would be responded to within 24 hours, helping to ensure patients received timely, accurate and tailored information before booking.

Patients received information following online or telephone bookings. Confirmation emails included the appointment date and time, clinic address, website details and contact information.

Patients were provided with information tailored to the service they had booked, including appointment-specific guidance and preparation requirements. For example, patients attending ultrasound scans were advised to wear a two-piece outfit and, where appropriate, were instructed to drink clear fluids and attend with a full bladder to support image quality. Information about fasting requirements was also provided when needed.

When we asked patient coordinators about different fasting requirements, they initially stated the practice manager held this information. They subsequently located a template containing the correct preparation guidance, indicating some variation in immediate staff knowledge of appointment preparation requirements.

Scan reports were provided to patients following their appointment, supporting their understanding of findings and enabling them to access information about their care and treatment.

For baby ultrasound scans, sonographers selected the most appropriate images to share with patients. Images were provided in a range of formats, including printed photographs and, where included within a purchased package, on a portable data storage device for patients to take home.

Women told us they had sufficient information to support decisions about their care, including pregnancy and birth planning, and described feeling actively involved in decisions throughout their pregnancy.

The service provided a range of information about Non-Invasive Prenatal Testing (NIPT), including leaflets and written materials available at reception to support patients in understanding the test and its purpose.

The service provided free baby packs containing information and new parent support materials.

A poster displayed information about chaperones, intimate ultrasound examinations and the Accessible Information Standard. The Accessible Information Standard (AIS) is a legal requirement for all organizations providing NHS care in England to ensure people with disabilities, impairments, or sensory loss get information they can understand and communication support. 

Information was available in accessible formats, including Braille, large print and easy-read materials, and support was available for patients who used lip-reading, hearing aids or other communication aids. However, during our first visit, a teddy bear had been positioned in front of the poster, limiting its visibility. On our second visit, the poster had been moved to a more prominent location.

Patients demonstrated awareness of booking systems, pricing information and available services. They reported receiving clear information about testing options, costs and expected timescales for results, and said results were communicated within the timescales originally provided by staff and supplemented by written information via email. 

Patients described receiving both verbal and written information about findings and told us they felt informed and supported throughout their appointments. They said they were given sufficient time to discuss results, ask questions and seek clarification and did not feel rushed during consultations.

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

Information about how to provide feedback or make a complaint was displayed within the service and included within patient booking information. 

Patients could provide feedback through a range of methods, including email, telephone, the service website and QR code feedback systems available at the centre.

The service had a complaints policy which outlined how complaints would be acknowledged, investigated and responded to.

The service submitted a complaints tracker as evidence of complaints oversight and management. The tracker recorded when complaints were received, investigated and responded to. Staff told us there had been no complaints within the previous 12 months and explained that complaints and feedback would be discussed at monthly office team meetings.

The service had processes in place to support patients when image quality was affected during ultrasound scans. Staff described practical measures, including allowing patients time to return later  the same day, and offering repeat scans where appropriate at no additional cost.

Although the complaints policy did not include information about independent external organisations patients could contact if they remained dissatisfied with the service’s internal complaints procedure, this had not affected the service’s ability to receive, investigate and respond to concerns raised by patients.

The service was committed to ensuring patients could access care and treatment equitably and in a way that met their individual needs.

The service offered flexible appointment availability, operating Monday to Friday with additional evening and weekend appointments available to meet patient demand. Systems were in place to manage appointments effectively, helping to minimise delays and reduce the risk of appointments overlapping.

Patients could access the service through two referral routes. Self-funding patients could book appointments directly and choose dates and times that suited their circumstances, including same-day and short-notice appointments where capacity allowed. For NHS referrals, GPs referred patients directly to the service and patient coordinators arranged appointments promptly.

The service monitored appointment attendance and had identified missed appointments as a potential barrier to access. Governance records demonstrated that attendance issues were reviewed and actions taken to strengthen communication processes and oversight of Did Not Attend (DNA) appointments.

The service considered the needs of patients using the service and the local community. Reasonable adjustments were available for patients with disabilities or reduced mobility, including step-free access to the clinic, consultation rooms and toilet facilities.

The clinic was accessible by public transport and had nearby public and free parking facilities, helping to reduce barriers to accessing care and treatment.

Most patients reported positive experiences of accessing the service. Most described the booking process as straightforward and easy to use and said they received confirmation, directions and parking information before appointments. Although some patients described minor delays due to clinic overruns or booking system issues, staff kept them informed and the issues were resolved promptly.

The service demonstrated an understanding of the importance of providing equitable care and support to patients with different needs and protected characteristics.

Staff had completed equality, diversity, inclusion and human rights training and were able to describe how they adapted their approach to meet individual communication and accessibility needs.

Patients could access information in alternative formats, including large print, easy-read and Braille on request. Staff used clear language and had access to translation tools, interpreting services and support from the Royal National Institute of Blind People (RNIB) where required. An Accessible Information Standard policy was being developed to further strengthen these arrangements.

Staff promoted a culture in which patients felt able to share their views, experiences and individual needs. They described making reasonable adjustments where required to support access to care and treatment.

Although the service did not routinely analyse patient experiences or outcomes by protected characteristic group and did not have a formal equality and diversity policy in place, staff demonstrated awareness of equality, diversity and accessibility needs and were able to describe how care was adapted to support individual circumstances.

Patients were supported to plan for important life changes and provided with information to help them make informed decisions about their care and treatment.

The service focused on providing reassurance, information and emotional support at key stages of pregnancy. Staff took time to explain scan findings, answer questions and ensure patients understood any recommendations or next steps.

Patients were informed that the service did not replace National Health Service (NHS) maternity services and were encouraged to continue attending NHS appointments to support ongoing monitoring of their health and the wellbeing of their baby.

Where scan findings required further investigation or follow-up, staff supported patients to access appropriate NHS and specialist services. Patients were provided with information about onward referrals and future care options, helping them make informed decisions and supporting continuity of care.