Cherished Moments

On this page

• 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 is the first assessment for this newly registered service. This key question has been rated good.

This meant people were supported and treated with dignity and respect; and involved as partners in their care.

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. The service always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

Staff treated women and their families with compassion, dignity and respect throughout their visit. We observed staff taking time to explain each stage of the scanning process, answering questions and responding to individual concerns in a clear and reassuring manner. Women were advised to continue attending their routine NHS maternity appointments, and where a scan identified findings requiring further assessment, staff sought the woman's consent before contacting the appropriate NHS Early Pregnancy Assessment Unit for follow-up care.

The service maintained people's privacy throughout their appointment. Scan rooms were private and conversations could not be overheard. Window blinds were closed during examinations to preserve dignity, and women were encouraged to have their partners or chosen companions involved in the appointment if they wished. We observed sonographers explaining the procedure before commencing the scan and providing ongoing commentary throughout, ensuring women understood what they were seeing and had opportunities to ask questions.

Staff described a compassionate approach when supporting women receiving unexpected or distressing news. They had completed training in bereavement following pregnancy loss and spoke confidently about the importance of delivering sensitive information with empathy. Staff recognised the emotional impact of pregnancy complications and adapted their communication to meet individual needs. Women who received difficult news were offered the use of a private room where they could remain for as long as they needed before leaving the clinic. The service had a breaking bad news policy and was in the process of organising specific breaking bad news training.

Interactions between staff and people using the service were consistently warm, professional and person centred. Reception staff welcomed women and their families in a friendly and caring manner, and sonographers introduced themselves before each appointment.

We observed staff adapting the way they communicated to suit each individual, using language that was easy to understand while creating a relaxed and positive atmosphere. During scans, sonographers celebrated milestones with expectant families, pointed out anatomy, and used appropriate humour to put people at ease when, for example, the baby's position made it difficult to obtain clear images.

Women consistently spoke positively about the care they received. They described staff as kind, caring and supportive, with comments including, "They made you feel cared for" and "The whole appointment was relaxed and enjoyable." Feedback submitted through online reviews reflected these experiences, with people describing staff as "lovely, welcoming and informative" and saying they were given "real quality time" throughout their appointment.

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.

The service took account of people's individual needs and preferences when planning and delivering care. Staff had completed equality, diversity and inclusion training, which supported them to provide care that was fair, inclusive and free from discrimination in line with the Equality Act 2010.

Women were encouraged to tell the service about any additional support or reasonable adjustments they required when booking their appointment. Staff used this information to help ensure appointments were accessible and met individual needs. Staff told us they could adjust their screen settings for people accessing the service who were colour blind and they were hoping to install a hearing loop for those with hearing impairment.

The service supported people whose first language was not English by using translation tools and providing key information, including consent documentation, in alternative languages where required. This helped women understand the information provided and to participate fully in decisions about their care.

Flexible appointment times were available to improve access for women with different personal circumstances and commitments. The service accepted same day appointments but explained to the client they may have to wait. The service also recognised that some families wished to commemorate their pregnancy experience and offered a range of optional keepsake products, enabling people to personalise their experience according to their own preferences.

The evidence showed a good standard. The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

The service set out the different scans and blood tests available. Women's independence was supported by providing clear, accessible information to support informed decision-making before and during their appointment. Information about the different scan packages, what they involved, and the associated costs was available on the service's website, enabling women to choose the option most appropriate to their stage of pregnancy and individual preferences.

During appointments, staff explained the scanning procedure, answered questions, and ensured women had sufficient time to consider the information before proceeding. Sonographers also checked individual preferences before discussing the baby's sex, including whether women already knew or wished to find out during the appointment, helping to ensure their wishes were respected.

Women were encouraged to make choices about their experience. They could decide who they wished to have with them during the scan, and the large wall-mounted monitor allowed companions to share the experience if the woman chose to.

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 responded appropriately to women's needs throughout their appointments. Women were encouraged to ask questions and were actively involved in discussions about their scan. We observed sonographers explaining the procedure before it began, describing the images as the scan progressed, and responding to individual questions about the baby's anatomy. Staff regularly checked that women were comfortable and explained when factors, such as the baby's position, affected image quality. Where appropriate, they suggested practical measures, such as taking a short walk or having a drink before attempting the scan again.

Clear procedures were in place to guide staff if an unexpected finding or concern arose during an appointment. Staff followed the referral and escalation section of the ultrasound examination policies and procedures document. These included arrangements for when a heartbeat could not be identified or if abnormal findings were noted. Staff worked within the scope of their practice and followed established referral pathways to ensure women were directed promptly to the appropriate NHS maternity or emergency services for further assessment where necessary.

Staff recognised that appointments could be emotionally significant and provided reassurance, advice, and support when it was needed. They demonstrated empathy and sensitivity, particularly when women were distressed or anxious. Staff had completed bereavement training relating to pregnancy loss, enabling them to respond compassionately to difficult situations while recognising the limits of their role and ensuring women were referred to appropriate clinical services for diagnosis and ongoing care.

The evidence showed a good standard. The service cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centered care.

Staff told us leaders were flexible and responsive to their individual circumstances, making reasonable adjustments to working arrangements where needed, to support their wellbeing and work-life balance. They spoke positively about the support they received from managers and described leaders as approachable and understanding.

Staff also gave examples of how their feedback had been acted upon to improve their working environment. For example, one sonographer explained they preferred to undertake scans while seated, and the service responded by purchasing a suitable ergonomic stool to support them in carrying out their role comfortably and safely.

Due to the small size of the service, staff engagement took place on an ongoing basis rather than through formal annual staff surveys. The registered manager worked closely alongside the team each week, creating an open environment where staff were encouraged to share ideas, raise concerns, and make suggestions for improving both the service and the working environment. As a result, opportunities for improvement were regularly identified through day-to-day conversations, team meetings, and annual appraisals, allowing changes to be implemented promptly where appropriate.

Sonographers received regular clinical supervision and opportunities for peer support. Staff told us these sessions were beneficial, helping them to build confidence, reflect on their practice, and further develop their knowledge and skills.

Staff told us they enjoyed working at the service and they felt valued by their colleagues and service manager. Staff could contribute to decision making and discussed ideas at the team meetings. All the staff we spoke with told us they had no concerns about working at the service. We saw in team meeting minutes, each member of staff was invited to discuss how they were feeling and if there was anything the business could do to support them.