Baby I Love You Limited

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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

We looked for evidence that people were always treated with kindness, empathy and compassion. We checked that people’s privacy and dignity was respected, that they understood that they and their experience of how they were treated and supported mattered. We also looked for evidence that every effort was made to take people’s wishes into account and respect their choices, to achieve the best possible outcomes for them.

This was the first rated assessment for this service since 2019. This key question has been rated outstanding.

This means that people were treated with kindness, compassion, dignity and respect.

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.

We scored the service as 4. The service was exceptional at treating patient with kindness, empathy and compassion and in how they respected patient’s privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect.

We attended an evening clinic and were able to speak to patients and their friends and family members. All feedback was positive and complimentary about the service they had received, the way they had been treated by staff with compassion and empathy and the welcoming and comforting environment. Staff respected patient’s privacy and dignity, and took account of their individual needs. Staff introduced themselves to patients, explained their role and were discreet and responsive. They took their time to interact with patients and those close to them in a respectful and considerate way. Staff avoided holding private conversations over patients.

Staff in the scanning room responded to patient’s anxieties about their procedure and took steps to reduce stress within the environment; patients were covered as far as possible and not unduly exposed.

All patient feedback over the last twelve months recommended the service. Comments received included ‘…absolutely fantastic place…everything about the service is fantastic! Thank you so much.’, ‘…was lovely and friendly made me feel very comfortable…’ and ‘…very grateful for such a warm and welcoming space where I felt genuinely cared for…one of the nicest experiences ever.’

The service had developed a breaking bad news policy providing a framework for staff ‘…to deliver unexpected or adverse findings in a consistent, compassionate, and professional manner’. Staff, including managers had also completed bereavement care pregnancy loss training.

Patients told us following scans which had resulted in unexpected outcomes, they had received counselling and advice from service staff. They told us they had been treated very well at a time of distress, comforted and reassured by service staff through understanding and compassion. This had led them to deal with their adverse news or loss in a safe and secure environment without increased stress.

We scored the service as 3. The evidence showed a good standard. The service treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Staff understood and respected the personal, cultural, social, and religious needs of patients and how they related to care needs. For example, the service requested details of any particular requirements at the time of booking, accessed a language line facility when needed, and could arrange for appointments outside of advertised opening hours.

Feedback was gathered through patient surveys and social media platforms as well as direct contact, concerns received a response. We reviewed patient record forms and saw these captured information allowing treatment to be tailored to individual needs and circumstances. Direct feedback from patients gave examples of staff treating people as individuals, establishing rapport, caring attitudes and professionalism. During the booking process we saw the patient was asked to identify whether they required additional assistance when attending the clinic.

We scored the service as 4. The service was exceptional at promoting patient’s independence, so patient knew their rights and had choice and control over their own care, treatment and wellbeing.

The service was committed to promoting independence, choice, and control for every patient. To do this the service offered a range of scan packages and services that were designed to meet individual needs, preferences, and circumstances. This ensured every patient was able to make informed decisions about their individual care and experience.

Recognition was given to the different needs of each family, and in response provided flexible options, including a range of smaller and more affordable packages. Further, the service offered weekly offers and promotions to ensure services remained accessible to as many people as possible. Patients actively chose the service, with many travelling significant distances to attend clinics and receive personalised care.

We saw the service provided explanations of all available options, empowering patients to make choices that best suited their needs. This was achieved through prioritising dignity, personal choice, and an experience tailored for each individual.

Reception and clinical staff ensured consent to treatment was recoded for each patient so that informed decisions could be made.

We scored the service as 3. The evidence showed a good standard. The service listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

The service was responsive and adaptable to the immediate needs of patients, ensuring they were met promptly and effectively. A flexible booking system was in place, enabling patients to book an appointment in advance, and also seen through last-minute appointments when possible. We saw this process in practice during inspection, where patients were able to secure same-day bookings and seen without delay.

Staff were trained to be able to give reassurance to patients who expressed anxiety about their treatment. The service also adjusted appointment times and clinic flow to support individuals who needed urgent support or additional time. This included extending appointment durations, rearranging schedules, and ensuring patients were never rushed during their visit.

There was an evident person-centred approach displayed by all staff by timely responses to each individual’s emotional and clinical needs. We saw patients were listened to, supported, and given the time they needed to feel comfortable and in control. Staff demonstrated responsiveness to all patients on an individual basis and fully involved them in decisions about their care, respecting individual preferences, and adapting their approach to meet diverse needs.

We scored the service as 4. The service cared about and promoted the wellbeing of their staff and was exceptional at supporting and enabling staff to always deliver person-centred care.

Staff told us the service encouraged wellbeing and enablement by creating a supportive and open culture. They were encouraged to speak openly about any issues and managers carried out regular check-ins to identify any concerns early. This meant issues such as stress or workload pressures were addressed promptly. Additionally, managers held monthly ‘one-to-ones’ with all members of staff including a discussion about wellbeing.

Staff confirmed managers promoted a healthy work-life balance by monitoring workloads, ensuring staff were taking regular breaks, and considered flexible working requests where possible. This helped staff remain physically and emotionally well, which supported safe, consistent care for patients.

Further the service supported mental and physical wellbeing by encouraging healthy lifestyles, maintaining a safe working environment, and offering reasonable adjustments such as phased returns or adjusted duties. We also saw the service proactively signposted staff to appropriate internal and external support services, ensuring they had access to additional help when needed.

All staff confirmed managers led by example and promoted dignity, respect and inclusion at all times. This created a positive workplace culture where staff felt confident, motivated and empowered to carry out their roles effectively. This was consistent with the stated aims of the ‘Employee Wellbeing Policy’.