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

We looked for evidence that the service met people’s needs.

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

At our last assessment 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 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.

Person centred care was embedded throughout the service. People told us staff took time to understand their individual fertility and pregnancy history which meant appropriate support was provided during scans and investigative procedures. If people had worries or concerns, appointments could be extended to allow discussion and explanation. Staff used everyday language when explaining scan findings and results. People told us they felt listened to, respected and involved and staff ensured that patient preferences about information sharing were respected. Staff were trained in equality and diversity and would ask people their preferred pronouns to ensure they addressed people respectfully.

We saw leaflets provided to people experiencing a pregnancy of unknown location, such as ectopic pregnancy, confirmed miscarriage or inconclusive scan results. Information provided 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.

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, seven 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 provided care in a way that met the needs of the local population. Established links with the local NHS services allowed joined up working and clear communication between services.

Appointments were arranged via telephone, online, or through the service’s website. People who used the service reported that the website was easy to use and contained clear and accessible information about the packages available. Pricing information was clear, displayed on the website and within the service.

The waiting area was light, 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 roadside parking was available nearby. The service provided travel information on its website. The clinic operated during evening hours and had 24/7 security in place.

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

Information was available on the website regarding what to expect on arrival at the service, what the scan or blood test entails and the processes followed. The website also had a section for ‘Frequently Asked Questions’, to support patient understanding. All staff were able to clearly outline the types of scan package and blood tests provided.

All key documents on the website could be translated into different languages, as required and interpretation services were available in clinic, on request.

Staff were trained to sit with each patient on arrival and clearly explain the scan procedure for the day. They confirmed the patient understood the procedure, what was included in the scan and the referral process if any concerning findings were identified. Compliance was monitored through supervision sessions, competency assessments, audits, and regular reviews of care records to ensure communication needs were identified and met. Staff were supported with any learning needs identified and addressed through additional support and training. This meant that everyone could access information in a format they could understand and receive appropriate support to communicate effectively.

People attending were provided with a copy of their images and scan report. The records were stored electronically on password protected devices and backed up.

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

Information on how to complain and provide feedback was clearly displayed in the waiting area. Clear signage was in place advising people of Closed-Circuit Television Usage (CCTV). This informed patients and visitors of surveillance arrangements and supported the security of the premises.

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.

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 sought and responded to feedback from patients, families and staff to improve the quality of care provided. Feedback was gathered through a range of methods, including conversations during visits, feedback cards and informal discussions. Staff described a culture where listening to people’s experiences was seen as an important part of delivering person-centred care.

Patients and carers were informed about how to provide feedback or make a complaint, and information was accessible and easy to understand. Where concerns were raised, these were responded to in a timely and transparent way. Staff were aware of the complaints process and understood their role in supporting people to raise concerns.

The service had a Complaints Policy and kept a record of any complaints or feedback received and actions taken. Managers shared lessons learned from complaints across the franchise. We saw evidence that complaints were taken seriously and investigated appropriately. Patients were offered rescans if they were dissatisfied with the quality of scan images. We viewed reviews of this service and found that they positive averaging at 4.9 out of 5. Compliments and positive feedback were also valued and shared with staff, contributing to morale and reinforcing good practice. We saw several thank you cards from patients, acknowledging the kindness, compassion and care they had received.

Staff were focused on providing good care and quick resolution of complaints. For any complex complaints, support was available from across the franchise and peer support network.

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

The service demonstrated an inclusive approach to access and delivery of care. Staff were aware of potential barriers, including language, digital exclusion and social circumstances, and adapted their approach to meet individual needs. Staff told us they would make reasonable adjustments for people if required. For example, allowing additional appointment time or offering the first, or last appointment of the day if preferred.

The Accessible Information Standard (AIS) was maintained through a combination of staff induction, training, and ensure staff compliance with the service’s Equality and Diversity Policy. Accessible Information Standard training included understanding the importance of identifying, recording, sharing, and meeting the communication needs of service users, particularly those with disabilities, sensory impairments, or communication difficulties.

The service had a policy in place regarding patient support for learning difficulties, anxiety and language barriers. All staff had completed Oliver McGowan training in line with the mandatory training requirement on learning disability and autism.

Staff were required to complete regular refresher training to maintain awareness of their responsibilities under data protection and equality legislation. Training included effective communication methods, the use of accessible formats, and the importance of person-centred care.

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 service shared their Cancellation Policy, diary bookings flow chart with terms and conditions of diary and general bookings including pricing and packages. Staff could provide scan appointments within 24 hours of a booking request if necessary. Online bookings required patients 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.

There were no waiting lists. People self-referred and selected appointment dates and times that suited their schedules. Scan results were provided immediately after the procedure, with sonographers completing reports while people selected keepsake photographs.

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.

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.

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 staff had completed mandatory training in equality, diversity, inclusion 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.

Staff used information people provided about themselves in advance of appointments to ensure an equitable service could be provided for all.

People who used the service told us their needs and preferences were assessed and understood by staff and that they were treated equally, in a non-discriminatory manner. People told us their experience was positive and they understood the potential outcomes before attending the service.

Staff used feedback to ensure that all people received equitable experiences and outcomes. There were clear processes for rescans where, for example, it had not been possible to confirm a gender due to positioning.

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.