Window to the Womb

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

At our last inspection we rated this key question Good. At this assessment the rating has remained Good.

This meant services were tailored to meet the needs of individuals and delivered to ensure flexibility, choice and continuity of care.

We found staff understood their responsibilities regarding data protection regulations. People could access services in a timely manner. Staff could book appointments to suit people’s needs, including evenings and weekends. The service was accessible and provided appropriate facilities to support women. There were no wait times and women were seen promptly when they arrived at the service.

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.

People told us staff took time to understand their individual fertility and pregnancy histories to provide appropriate support during scans and investigative procedures. Staff extended appointments to facilitate in-depth discussions, which helped to alleviate people’s worries and concerns. We observed people and partners arriving with anxiety and concerns and staff took time and care to help understand and reduce anxiety where possible.

Staff demonstrated an understanding of people’s concerns regarding their pregnancies and used everyday language when explaining scan findings and results. We saw information leaflets were provided to people experiencing a pregnancy of unknown location, such as ectopic pregnancy, confirmed miscarriage, or inconclusive scan results. These leaflets included a summary of the sonographer’s findings, relevant advice, and guidance on next steps.

Staff received training on how to support people who had received distressing news, including the emotional impact of such experiences. Scan assistants completed bereavement support training and offered information about bereavement services and charities that supported people and partners following miscarriage. Scan assistants were present at every scan, offering both chaperone and emotional support. We observed an early pregnancy scan when the parents explained they had not told staff about a previous miscarriage. The sonographer and assistant both showed clear empathy and understanding and the sonographer quickly used the audio function to allow the parents to hear the heartbeat. The parents told staff this helped them to relax until they could see the images on the screen. We saw feedback from other people suffering from anxiety prior to their scan that included “Thank you for easing my anxiety, today was so reassuring”.

The service was able to meet demand safely by increasing operational hours, which improved access to scans and helped reduce anxiety for women. Appointments could be booked online 24 hours a day, 7 days a week via the provider’s electronic booking system.

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

A comprehensive patient pathway had been developed for patients requesting a baby scan or blood testing services. Patients access to services was through the service website or direct enquiry. Preparation guidance, pricing, and eligibility information were available prior to booking and this could be done by telephone, email, or an online contact form. Patients followed preparation instructions, for example hydration and were encouraged to bring their relevant medical history.

On arrival the patient’s identity and contact details were confirmed, consent obtained and relevant medical history, allergies, and concerns were reviewed. Ultrasound scans were performed by a qualified sonographer in a private room, and blood tests undertaken by trained staff following infection prevention and control procedures. Patient comfort and wellbeing were monitored throughout the appointment.

If a patient felt unwell at any stage, they remained under the care of the clinic and were monitored until well enough to leave. We saw the service had processes in place to escalate patients to local health services and via emergency ambulance if needed.

Scan findings were explained where appropriate and a written report provided; blood test results were available direct from the testing laboratory. Patients were advised to discuss results with their GP. Urgent or significant findings showing an abnormality were escalated to the patient’s own midwife or Early Pregnancy Assessment Unit (EPAU). This was done following patient consent.

We saw all consent documentation, reports, and results were securely stored in line with data protection and clinical governance requirements.

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

Appointments were arranged via telephone, online, or through the service’s website. People who used the service reported that the website was easy to navigate and that they received additional information through it. Online bookings required the patient to enter the date of their last menstrual period or estimated due date, which enabled appropriate scan selection. The booking system provided detailed information about each scan type, including pricing, gestational suitability, timing based on the due date, scan duration, and a description of the procedure.

Staff routinely shared information relating to performance, safety incidents, audits, and complaints during team meetings. Policies and guidelines were available in both paper and electronic formats, and paper records were stored securely.

People we spoke to reported satisfaction with receiving scan reports while still onsite. Women stated that the ‘Frequently Asked Questions’ section of the website was helpful, as it addressed both general pregnancy queries and specific questions related to scans.

The service followed the Provision of Key Information Policy which ensured the clinic provided accessible and comprehensible key information to all customers, including those with hearing, sight, or language barriers reflecting the organisation’s commitment to inclusivity and compliance with regulatory standards.

All documentation used by the service was available in multiple languages. Telephone-based translation services were accessible when required. We also saw evidence that the website offered information in several languages. The service explained how it supported people to attend appointments, and both online systems and printed leaflets provided information in up to 220 languages.

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.

The service actively encouraged and supported people to provide feedback about their care, ensuring their voices were heard and valued. Accessible feedback channels included an online form that allowed people to submit compliments, comments, and suggestions. We saw evidence of these being reviewed and collated by the service. We viewed reviews of this service and found that they were overwhelmingly positive averaging at 4.9 out of 5. Patients made comments such as “all the staff are amazing, they really made me feel taken care of” and “I was very anxious before I got here but everyone put me at ease and the scan lady explained everything”. Patients made no negative comments during our inspection. Email queries we viewed were about paying fees, requesting a repeat scan, or requesting a refund when cancelling an appointment. We observed staff responding to messages in a professional but friendly manner and staff were able to resolve all the concerns in full.

Women knew how to make a complaint and told us they felt confident it would be taken seriously and investigated appropriately.

Managers shared lessons learned from complaints across the franchise, and there was evidence that these had led to positive changes within the service. Women were offered rescans if they were dissatisfied with the quality of scan images.

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

The service demonstrated a strong commitment to equitable access. Women and families expressed satisfaction with the speed at which they were seen, particularly those seeking reassurance regarding their pregnancy. Staff could provide scan appointments within 24 hours of a booking request if necessary. They liaised with other local clinics within the group to offer a scan if the Chester le Street branch had no appointments free.

We saw people and their families waited only a few minutes in the reception area before being escorted to the scanning room. However, the service did not audit waiting times.

The service supported a diverse patient population and operated every weekday along with some weekend appointments. Opening hours varied daily and included morning, afternoon, and evening appointments.

The website contained clear and accessible information about the packages available, including transparent pricing. It also included guidance for prospective service users on what to do before arriving at the clinic, what to expect on arrival, and details about the scan process. Frequently asked questions were also available on the website to support patient understanding.

There were no waiting lists. People self-referred and selected appointment dates and times that suited their schedules. The waiting area was spacious and provided a suitable environment for people. Accessible toilets and baby changing facilities were available on site.

The clinic was situated close to public transport links and offered limited free parking with additional public car parks nearby. The service provided travel information on its website. The clinic operated during evening hours and had 24/7 security in place.

Managers planned and organised services to meet the needs of the local population. However, people were not required to reside locally and could access care if willing to travel to the clinic.

Scan results were provided immediately after the procedure, with sonographers completing reports while people selected keepsake photographs.

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.

All people we spoke with said overall their experience was positive, and they understood potential outcomes before attending the service. People could access the service when they needed it.

They received the right care and their results promptly. Staff facilitated same day appointments and provided direct telephone access to the clinic when it was not open to the public.

All staff had completed mandatory training in equality, diversity, and human rights. They were able to describe how they embedded equity in their practice and ensured care and treatment decisions were made without discrimination, including on the grounds of protected characteristics under the Equality Act.

People who used the service told us their needs and preferences were assessed and understood by staff. They reported being treated equally and in a non-discriminatory manner. The service monitored patient feedback to ensure any actions were taken to resolve concerns and to continually improve the service.

Patient feedback and observation demonstrated patients valued the overall approach the service had to all their patients. Patients told us this was a main reason why they had returned to the service a number of times. We were told all staff were responsive to their needs, with many choosing the service because they were seen quickly, treated with understanding, and supported at times of need.

All patients said they were fully involved in all decisions about their care, respecting individual preferences, and adapting communication and approach to meet their needs, including cultural, emotional, and accessibility requirements.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future.

Staff held conversations with people about future treatment needs, which helped people feel supported and in control of their care.

The service delivered an aftercare and follow up process. We saw evidence that staff made regular calls to provide ongoing support.