Window to the Womb

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 the service involved people and treated them with compassion, kindness, dignity and respect.

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.

At our last assessment we rated this key question good. At this assessment the rating has remained 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 service was exceptional at treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect.

All staff consistently treated people with kindness, compassion and respect. They did this in a discreet and responsive manner. Feedback was collected in various formats. We saw an array of thank you cards with quotes such as,

‘Thank you for being the only healthcare professionals that listened to me when I needed it the most. Your compassion and kindness will never be forgotten. No words are enough to express my gratitude and gratefulness. I truly hope that one day I will see you again under different circumstances that can be celebrated’.

‘Thank you for the care and support you offered my partner and I through such a traumatic time. You were correct in your diagnosis of ectopic pregnancy’.

Published online feedback showed 97% of people gave the service 5 stars. People wrote about their experience using the service with quotes such as,

‘We felt comfortable, staff were welcoming and friendly’, and ‘The scan itself was a beautiful and emotional experience. Everything was explained clearly, we did not feel rushed, and the team made sure we had time to enjoy seeing our baby. The atmosphere was calm, warm and very reassuring’.

‘The images and memories we received are something we will treasure forever. I would definitely recommend Window to the Womb Leeds to any parents-to-be who want a special, professional and memorable scan experience. Thank you to the whole team for making our visit so lovely.’

Managers and staff reviewed all feedback and used it to inform service improvement plans. Staff were kind and compassionate in their responses. The service demonstrated a strong commitment to compassionate care they understood people’s individual circumstances. Staff explained how they maintained privacy and dignity for patients during procedures, including cultural and religious considerations.

We saw staff providing clear explanations of procedures to patients, in a way they could understand. Staff were able to respond to people’s emotional needs when they needed it, whilst working within the boundaries of their role. We saw sonographers offering strategies to patients, such as drinking water, walking or light exercise, when foetal positioning meant it was difficult to obtain optimal images. People were invited to return for a free rescan if needed.

We observed compassionate care throughout the patient journey from arrival to departure. Staff communicated clearly, gave patients and families time and opportunities to ask questions.

The service treated people as individuals and was exceptional in how they made sure people’s care, support and treatment met people’s needs and preferences. The service took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

The service delivered person-centred care, with staff taking the time to understand what mattered most to each patient and reasons for booking. Information was gathered from the booking form to plan ahead for adjustments or individual needs. We observed positive interactions between staff and people using the service. Staff provided patients with clear explanations of procedures and understood their preferences, for example tailored packages of care including type of care and frequency. A discussion would take place with individuals about how they would like, for example, a gender revealed. Staff used a range of communication methods, including interpreters or signers when required, to ensure patients understood their care and could express their wishes.

The service was responsive and inclusive of cultural, religious and social needs. All staff completed equality and diversity training, supporting care delivery in line with the provider’s diversity policy. Policies were in place to ensure people with protected characteristics under the Equality Act (2010) received care, free from bias.

Information was displayed about community engagement sessions and campaigns available to people for advice and support on topics including sleep, before and after birth for new and soon-to-be parents, maternal mental health, endometriosis, cervical cancer awareness, national heart month, PRIDE and online Wave of Light remembrance event in association with the Miscarriage Association.

Staff told us they provided emotional support and advice to people who used the service and their families, when needed. The service proactively ensured emotional support was available throughout the care journey and signposted people to specialist pregnancy, miscarriage charities and online support groups as required. We observed people and their families were welcomed at every stage of pregnancy and beyond with the same welcome to those attending general health scans and blood tests.

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

People were supported throughout the process from initial booking and within the appointment to understand the scan process and to make informed decisions about their care. Information was given verbally and on posters in the scan room informing patients of their choice to stop the scan at any time.

All scans and blood tests available were clearly displayed on the service’s website, along with clear information on the costs. Detailed information was provided with what was included within each type of appointment and the importance of continuing with NHS routine scans and appointments.

A variety of keepsakes were available to customise scan photos and heartbeat recordings, including toys, photo frames, and audio. Staff involved siblings and family members during this process to ensure inclusivity. We observed patients selecting scan images immediately after their appointment, which were printed as part of presentation packages. Staff understood their role in promoting items appropriately and did not apply any sales pressure.

People were given referral options, and where necessary, the sonographer liaised with NHS hospitals further afield.

We saw that communication was tailored and compassionate. The clinical lead and registered manager worked with staff to ensure communication was appropriate to each individual and situation. Staff embedded learning from national incidents and complaints to improve practice and ensure effective, caring interactions.

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.

Staff responded promptly to patients’ needs in the moment and acted to minimise any discomfort, concerns or distress. Staff followed policy guidance when an abnormality was seen on a pregnancy scan. The policy provided guidance for staff on how to communicate with sensitivity and empathy, and this was a module staff completed as part of their mandatory training programme. Staff asked people who they would like in the scan room with them when the sonographer discussed their findings. The sonographer and scan assistant would arrange referrals to appropriate NHS services as required. We saw evidence staff provided wellbeing follow-up calls for these patients following their NHS appointment. Although there was no quiet or private room on the premises, the waiting area was very large and divided into two sections. This allowed separation of patients and some privacy when others were waiting for their appointment. The scan room was located on the opposite side of the premises away from the people waiting.

The service grouped together bookings and appointment times based on scan type. For example, the service had allocated times for early scan bookings and a separate session for later scans including gender and 4D scans. Careful consideration had been given to the emotional needs of people this helped ensure patients who may have experienced miscarriage did not share waiting areas with those in later stages of pregnancy. Responding to each person’s individual needs was placed at the forefront of care provision.

In additional to pregnancy scans the service offered women’s health scans, blood tests and hormone function assessments.

The service cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

The service fostered a supportive and inclusive environment and all staff we spoke with reported they felt valued and encouraged to contribute to service improvements. All staff said they were proud to work for the service and proud of their team. It was clear that all staff were respected, supported and valued by managers and colleagues.

Staff had access to an external Employee Assistance Programme (EAP) with contact information clearly displayed in staff areas. The EAP provided a confidential 24 hour helpline and an online health portal which included information and guidance such as nutritional advice, financial wellbeing, budgeting, health checks and medical fact sheets.

Emotional support was embedded in the service, with regular informal wellbeing check ins, peer support locally and across the group. More formal arrangements took place regularly, for example; team meetings, one to one meetings, wellbeing surveys and appraisals. Staff told us they felt well supported and their wellbeing was prioritised to support high-quality care. Staff said they felt able to raise wellbeing concerns with colleagues and managers. We saw evidence from team meeting minutes that staff were encouraged to be innovative and make suggestions on service improvements or provide feedback. Training and support were discussed weekly with daily handovers providing shared learning and team briefings.