Before the Stork

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.

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

Good: This meant people’s needs were met through good organisation and delivery.

The service was responsive to the needs of the women and their needs and preferences. Appointments were available in the evening and weekend.

Women were given information before and after their visit. The service had plans to improve feedback about the scans and individual experiences.

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.

Description: We make sure people are at the centre of their care and treatment choices and we decide, in partnership with them, how to respond to any relevant changes in their needs.

We scored the service as 3. The evidence showed a good standard. 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 had clear information on their website about scan options and what to expect. Women were informed the scans did not replace their NHS hospital scans. They encouraged women to attend all their NHS maternity appointments to check the health and wellbeing of women and their babies.

Appointments were booked via a telephone booking assessment. This was carried out by the registered manager. This ensured the scan was appropriate to carry out, the women’s needs were identified and signposted to NHS services if indicated. Any concerns or questions were addressed ahead of the appointment.

The service put the women at the heart of how their care, support and scans were delivered. Women were signposted to local NHS services when indicated to ensure appropriate scans were completed and women were clinically assessed.

Description: We understand the diverse health and care needs of people and our local communities, so care is joined-up, flexible and supports choice and continuity.

We scored the service as 3. The evidence showed a good standard. 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 needs of the women and their responsibility under the Equality Act.

The service provided information on their website for frequently asked questions to support women in understanding the provision of the service.

An escalation pathway was in place to refer women to local NHS services when concerns or anomalies were identified.

Description: We provide appropriate, accurate and up-to-date information in formats that we tailor to individual needs.

We scored the service as 3. The evidence showed a good standard. The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

The service provided information to women about the service and scans available on their website. This included details of the services provided, scanning appointment times, contact information and how women could access the service.

Information was not readily available in different languages. The telephone booking assessment identified if any translation service was needed and this was done using the internet.

Description: We make it easy for people to share feedback and ideas or raise complaints about their care, treatment and support. We involve them in decisions about their care and tell them what’s changed as a result.

We scored the service as 2. The evidence showed some shortfalls. The service did not always make it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They did not always involve people in decisions about their care or tell them what had changed as a result.

The service website did not provide clear information on how women and their families could give feedback, raise concerns or make complaints. We raised this with the registered manager during our assessment and an action to update the website was planned.

The service had received 1 complaint in the last 12 months. Learning was identified and additional training was planned to support staff and women using the service.

Description: We make sure that everyone can access the care, support and treatment they need when they need it.

We scored the service as 3. The evidence showed a good standard. The service made sure that people could access the care, support and treatment they needed when they needed it.

Women accessed the service by self-referral and self-funded appointment dates and times to suit their preference. Reasonable adjustments were made to ensure women could access their scan appointment. For example, addressing any communication barriers. We observed staff communicating with a woman who had a hearing impairment. Staff were supportive and ensured her needs and wishes were met.

Description: We actively seek out and listen to information about people who are most likely to experience inequality in experience or outcomes. We tailor the care, support and treatment in response to this.

We scored the service as 3. The evidence showed a good standard. 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.

Women had good experiences of the service regardless of their needs, backgrounds or protected characteristics under the Equality Act.

Staff had a good understanding of the people who used their service and took steps to minimise barriers to inclusion and positive experiences. The registered manager sought the views of women using the service after their scan to ensure any concerns were addressed before they left.

Description: We support people to plan for important life changes, so they can have enough time to make informed decisions about their future, including at the end of their life.

We scored the service as 3. The evidence showed a good standard. People were supported to plan for important life changes following the arrival of their baby.

Staff supported women providing reassurance and emotional support during their scans.

We were told women had returned to the service to thank them for their support and celebrate the arrival of their baby.