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

This means we looked for evidence that the service met people’s needs.

At our last assessmentwe rated this key question good. At this assessment the rating has remained good. This meant people’s needs were met through good organisation and delivery.

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.

The service was focused on providing person-centred care that considered people's individual needs, preferences, and circumstances. People were informed that the scans provided by the service were not intended to replace NHS maternity scans and were advised of the importance of continuing to attend their NHS appointments to monitor the health and wellbeing of both themselves and their baby. The registered manager planned and organised the service to safely meet demand, while ensuring people received appropriate information and support throughout their care.

Staff demonstrated a commitment to delivering personalised care and making reasonable adjustments to support access to services. We observed staff explaining procedures clearly and consistently, ensuring people understood what to expect and were able to make informed decisions about their care. All people were provided with clear information about the costs of treatment before their appointment. The environment was designed to meet the needs of people using the service, with a scanning room located separately from the reception and waiting areas to promote privacy. Comfortable seating and toilet facilities were available for people, family members, and visitors, and there was a dedicated area with games for children and young people.

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 clear information about the care and treatment available, enabling people to make informed choices before booking an appointment. Pricing was transparent and clearly displayed, and the service's website included a frequently asked questions section to support people's understanding of the services offered. The waiting area provided a comfortable environment for people and their relatives, with accessible toilet facilities, baby changing facilities, and a children's play area with toys available.

The service ensured continuity of care through a structured booking and assessment process. On arrival, people' details were confirmed, consent was obtained, and relevant medical history, allergies, and any concerns were reviewed. Ultrasound scans were performed by a qualified sonographer in a private room, and blood tests were undertaken by appropriately trained staff in line with service procedures. The service also supported integration with other healthcare services by referring people to appropriate healthcare providers when required. The clinic was easily accessible by public transport and benefited from nearby public and free parking options, helping to reduce barriers to accessing care.

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

The service provided information and advice that was accurate, up to date, and easy for people to understand. The service's website contained clear details about the services available, operating hours, contact information, pricing, and how people could access appointments. This helped people make informed decisions before booking and understand what to expect from the service.

Information was provided in a way that met people's communication needs. Translation services were available for people whose first language was not English, and the need for an interpreter could be identified during the online or telephone booking process. The service also displayed summaries of key policies and other relevant information within the clinic, ensuring people had access to important information about the service and how it operated.

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's website provided clear information on how people could give feedback, raise concerns, or make a complaint. This helped to ensure people knew how their views could be heard and gave them opportunities to contribute to the ongoing development of the service. People were also able to leave feedback online about their experiences.

The service had a complaints process in place, and we saw evidence that concerns and complaints were managed in line with this process. The registered manager had overall responsibility for overseeing complaints and ensuring appropriate action was taken where required. We reviewed online feedback about the service and found it was positive, with people commenting favourably on the care and service they had received.

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

The service was committed to ensuring people could access care and treatment equitably. Staff made reasonable adjustments to support people with additional needs and considered individual requirements throughout the booking and appointment process. There were clear policies and procedures in place outlining how staff should respond in emergency situations and when referrals to other services were required, helping to ensure people received appropriate and timely support.

Systems were in place to manage appointments effectively, reducing delays and preventing appointments from overlapping. We observed that the clinic had sufficient space to comfortably accommodate people, their partners, and other family members at the same time. The service also offered refreshments to people, helping to create a welcoming and comfortable environment while they waited for or attended appointments.

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.

Staff within the service and the wider organisation promoted a culture where people felt empowered to share their views and experiences. People were encouraged to be involved in discussions about their care and treatment, and staff sought feedback to help understand people's experiences and identify opportunities for improvement. This helped to ensure people's voices were heard and valued.

People told us they were fully involved in decisions about their care and treatment. Staff respected individual preferences and adapted their communication and approach to meet people's needs. We found that people were listened to, supported, and given the time they needed to ask questions, discuss concerns, and feel comfortable and in control throughout their appointment.

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

The service focused on providing reassurance, information, and emotional support to people at key stages of their pregnancy journey. Staff ensured people understood that the service did not replace NHS maternity care. People were encouraged to continue attending all NHS appointments to help monitor their health and the wellbeing of their baby.

The service recognised the importance of supporting people's overall experience and offered a range of keepsakes and merchandise which people and their families could choose to purchase as lasting memories of their pregnancy. The focus on reassurance, informed choice, and ongoing engagement with NHS services helped people to plan for the future while feeling supported and involved in their care.