MYM Tamworth

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

This is the first assessment for this service. During this inspection, we rated this key question as good. This meant women’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 service made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

The service was designed around the needs of women and their families, with a focus on providing a memorable, family-centred, non-diagnostic scanning experience. The environment supported this through family-friendly waiting and scan rooms, enhanced viewing technology, and personalised gender reveal options.

Staff discussed people’s individual clinical and personal needs with them prior to commencing scans. There were processes to support women with complex healthcare needs, sensory loss, mental health and learning disabilities. For example, site visits were promoted for autistic and other neurodiverse conditions prior to attended an appointment to ensure comfort. Appointment times could be adjusted to meet the woman’s specific needs and staff gave us examples of women travelling extended distances to attend the studio because of its rural location. 

Women arranged their own interpreters or signers for appointments, and staff told us that if women disclosed the need for interpreters during the initial referral one could be provided. Staff used translate services as necessary to ensure information was shared effectively. Staff wore visible name badges and introduced themselves by name and role.

The service was not wheelchair friendly and were in the process of purchasing a ramp. Staff told us that access limitations were clearly recorded on their website, and they had not had any incidents where wheelchair access was required. 

As per the Private Healthcare Information Network (PHIN), women knew the cost of all treatment options. Payment was required at the time of booking. We saw that women were advised about the differences in packages and costs, which meant they could choose the best scan for their needs. When attending for their appointment, options were checked and invoices were provided. 

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

The service planned and provided care in ways which met the needs of local people, and the communities served. Managers and staff could describe the local demographics of the areas they served and knew about what support was available and local treatment pathways. The lead sonographer had established pathways to local NHS trusts which enabled any concerns to be escalated quickly and effectively.

The service was flexible and joined up, providing continuity of care and treatment. Managers were flexible in their roles and covered gaps, when necessary, they also completed additional tasks for the benefit of the service and women attending. For example, we were given examples of where managers worked additional hours to provide support and training.

Operational hours had been adjusted whilst there was an admin vacancy, and the service was open six days per week, with hours between 9am and 8pm. There were longer working hours at weekends and in the evening as the service recognised many women needed appointments outside the normal 9am to 5pm working day. Most appointments were booked online, although the service accepted telephone or in person appointments. Women told us this allowed for flexibility when arranging appointments.

Details of the NHS trust and GP were required as part of the booking which enabled onward referrals for ongoing care and treatment.

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

The service website provided details of all scans and products available, which meant women and families could spend time researching the products before purchasing. Leaflets were available and all staff were able to clearly outline the types of scan package and blood tests provided. We asked if information was available in alternative languages and were shown how required leaflets could be produced. 

All women were sent a waiver prior to having their scan. They were encouraged to sign this prior to their appointment. The information provided gave them details about the scan and its limitations, picture quality and ensuring the patient understood their antenatal care was undertaken by the NHS and MYM appointments did not replace that care. Anyone who had not signed the waiver before attending for their appointment were asked to do so on arrival at the studio. 

People were made aware of the costs of all scans and blood tests at the point of booking. Payment was required to be completed prior to attending or upon arrival for the appointment.

All women were provided with a copy of their images and scan report. Records were stored electronically on password protected devices and backed up enabling access to records retrospectively.

Information was provided on other support services and NHS maternity care provision on posters displayed around the studio and on the provider website. The importance of continuing with routine NHS maternity was made clear to women attending.

Women who experienced incorrect gender identification were issued with an apology and offered reimbursement of the scans and any products bought relating to the incorrect gender. 

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. They involved people in decisions about their care and told them what had changed as a result.

Staff asked for feedback about the service and in the year preceding the inspection, MYM Tamworth had received 1600 responses with a rating of 5 out of 5 Staff told us, concerns about the service were usually around the quality of images or appointment times. Where possible, staff made efforts to address concerns at the time of appointments and were proactive in informing women of any delays or issues with the baby’s position which may impact on the quality of the final images. 

Quick access (QR) codes were available which provided women with links to give feedback. The service website signposted women to feedback by completing the contact form through the frequently asked questions link. 

Staff understood how to support people who wished to raise concerns and aimed to resolve issues promptly. Where concerns could not be resolved immediately, staff signposted people to formal feedback and complaint routes. Complaints were investigated thoroughly and responded to within the timescales set out in the service policy. We saw that there had been 11 complaints from June 2025 to May 2026. Although these were not always associated with the services provided by MYM. For example, we saw one complaint relating to a gender revel canon not working, which was managed sensitively and a full refund of costs given.

Although the service had a complaints policy for staff, information about the complaints process and options for escalating unresolved complaints was not readily available to people using the service. Leaders told us they were exploring registration with an independent complaint’s resolution service.

Feedback, complaints and concerns were viewed as opportunities for learning and improvement. Learning was routinely shared through management and team meetings to support improvements in practice and experience.

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

People could access care and support in a way that met their needs, with appointments available 6 days a week through online, telephone and walk-in bookings. There were no waiting lists, and people were typically seen within a few days of booking. The average booking to appointment time was 6.7 days. Appointments were scheduled by the woman to a time of their choice.

Appointment slots allowed sufficient time for assessment, scanning, aftercare and cleaning between appointments. We saw appointments ran smoothly and women told us they were satisfied with the booking process and experienced minimal waiting times on arrival.

Appointment cancellations were uncommon and the service was able to flex appointments to suit women’s needs. Where staff were unavailable, alternative cover was usually arranged. 

Following feedback from clients, the service introduced a re-scan policy and offered one free re-scan when images could not be obtained, or gender could not be determined. Processes were in place to ensure re-scans were clinically safe and appropriate.

Staff and leaders 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.

The provider complied with legal equality and human rights requirements by taking active steps to avoid discrimination, considering the needs of people with different protected characteristics, and making reasonable adjustments to promote fair and consistent experiences and outcomes. The service policies considered the impact of ethnicity, diversity and inclusion to ensure compliance with the Equality Act 2010. 

Leaders and staff were aware of the potential for discrimination and inequality and worked to ensure people received fair and inclusive care. Staff completed equality, diversity and inclusion, learning disability and autism training to support the needs of diverse groups. Compliance was 100%. 

Staff treated all women as individuals and took time through assessment to understand their needs. Staff demonstrated a good understanding of equality, diversity and inclusion and could describe how this applied in their day-to-day care of women. Staff provided examples of how they had made reasonable adjustments including booking women in at quieter times who has sensory needs or providing more time to care for women with mobility difficulties or learning difficulties. 

People who did not speak English as their first language could access the service and usually provided their own interpreter. Staff used online interpreting services to supplement communication if necessary. Information leaflets were accessible. 

The service was not accessible, with a step into the main studio and another up to the scanning room. The service was awaiting delivery of a ramp but stated that women usually checked access prior to their appointments and scheduled them at one of the other studios if necessary. Staff reviewed bookings in advance to identify any additional needs and made reasonable adjustments where required, including providing additional support for people with disabilities. The clinic room was equipped with height-adjustable bed.

People were supported by planning for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.

Women were supported to make informed choices about their care and plan their future care, with the support and involvement of their family or carer if they wished. Women were provided with information online and through leaflets to explain the different scans and what they involved. Staff confirmed understanding, ensuring that women knew what was happening and what was expected.

Women told us staff clearly explained the scan processes and informed them before appointments what they needed to do and what to expect. We saw that staff communicated clearly describing differences and benefits of different scans, tests or packages. Women who attended for blood results were informed of the timeline and advised on what actions to take when they received results. 

Women were given information on how to contact the service if they had any questions. Staff ensured women felt safe and comfortable and clarified who they wanted present. Staff confirmed appointments were not for diagnostics and advised women that they would support them to seek NHS support should there be anything on the scan which appeared abnormal.