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

This means we looked for evidence that the service involved people and treated them with compassion, kindness, dignity and respect.

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

The process and purpose of appointments were clearly explained to people, helping them to feel informed and reassured. During our inspection, we observed positive interactions between staff and people. Staff attitudes and behaviours were caring, discreet, and respectful, and people were treated with dignity at all times.

Privacy and dignity were maintained throughout appointments and scans. Consultation room doors were closed during procedures, ensuring conversations could not be overheard. A private and quiet space was available for people who wished to discuss sensitive matters or take time away from the main waiting area. The service also offered people the option to leave through an alternative exit, allowing them to do so without passing through reception if they preferred.

The service recognised the emotional impact that difficult or unexpected outcomes could have on people and their families. The service created personalised keepsakes for families during these circumstances and signposted them to relevant charities and support organisations for ongoing emotional and bereavement support.

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 was accessible and had taken steps to support people with different needs. For example, doorways had been widened to accommodate wheelchair users, helping to ensure people could access the service safely and comfortably. People were asked to complete pre-booking questions which enabled staff to identify any adjustments required in advance of their appointment and ensure appropriate arrangements were in place.

Staff were committed to providing person-centred care and made reasonable adjustments to support access to services, including arranging translation services when required. Staff understood and respected people's personal, cultural, social, and religious needs and recognised the importance of tailoring care accordingly. All staff had completed equality and diversity training to support inclusive practice. The service also encouraged feedback from people and their families, which helped staff understand individual experiences and identify opportunities to improve the care provided.

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 promoted independence, choice, and control by offering a variety of scan packages from which people could choose. Information about the different services available was clearly displayed within the clinic and on the service's website, enabling people to make informed decisions before booking an appointment. The service also offered occasional promotional packages to support affordability and maintain accessibility for a wide range of people.

Staff provided clear explanations of the options available and supported people to choose the services that best met their individual needs and preferences. The service welcomed family members, friends, and children to attend scan appointments, where appropriate, allowing people to involve those important to them in their care experience. Staff ensured consent to treatment was obtained and recorded for each patient, supporting informed decision-making and respecting people's right to make choices about their care.

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 were responsive to people's immediate needs and ensured people were listened to and involved in decisions about their care. During our inspection, we observed the sonographer taking time to listen to people, understand their concerns, and provide explanations in a compassionate and reassuring manner. People were able to speak privately within the scanning room and were fully involved throughout their appointment, helping them to feel informed and supported.

The service had arrangements in place to respond appropriately when concerns were identified. The registered manager told us that people requiring further assessment or support had been referred through established pathways to local early pregnancy units or hospitals when necessary. A flexible booking system was available, allowing people to book appointments in advance and, where capacity allowed, access last-minute appointments. During the inspection, we observed the registered manager respond promptly to a patient who reported an issue with viewing their scan images online. Appropriate action was taken to resolve the concern and ensure the patient could access their images without unnecessary delay.

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-centred care.

Staff spoke positively about working for the provider and described a supportive and collaborative team culture. They told us they enjoyed their roles and were proud of the service they delivered. During the inspection, we observed staff working proactively together to support people and ensure appointments ran smoothly. Interactions between staff were respectful and professional, helping to create a positive working environment.

The registered manager provided oversight of this service as well as another location. Despite this, staff told us the registered manager was accessible and available whenever support or guidance was required. Staff felt able to approach the registered manager with concerns, questions, or ideas, and described feeling valued and supported in their roles.