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.

This is the first assessment for this service as a diagnostic and screening service. This key question has been rated 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.

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.

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.

Women told us staff took time to understand their individual fertility and pregnancy histories to provide appropriate support during scans and investigative procedures. Appointments were extended to facilitate in-depth discussions, which helped to alleviate women’s worries and concerns.

Staff demonstrated an understanding of women’s concerns regarding their pregnancies and used everyday language when explaining scan findings and results.

Information leaflets were provided to women experiencing a pregnancy of unknown location, such as an ectopic pregnancy, confirmed miscarriage, or inconclusive scan results. These leaflets included a summary of the sonographer’s findings, relevant advice, and guidance on next steps. We saw evidence of these within the clinic.

Staff received training on how to support women 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 women following miscarriage. Scan assistants were present at every scan, offering both chaperone and emotional support. Women using the service told us this was very reassuring.

The service was able to meet demand safely by increasing operational hours, which improved access to scans and helped reduce anxiety for individuals. Appointments could be booked online 24 hours a day, 7 days a week via the provider’s electronic booking system.

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.

Appointments were arranged via telephone, online, or through the service’s website. People who used the service reported that the website was easy to navigate and that they received additional information through it.

The website contained clear and accessible information about the packages available, including transparent pricing. It also included guidance for prospective patients on what to do before arriving at the clinic, what to expect on arrival, and details about the scan process. Frequently asked questions were also available on the website to support patient understanding

The waiting area provided a suitable environment for patients. Accessible toilets and baby changing facilities were available on site. The clinic was situated close to public transport links and offered free parking. The service provided travel information on its website. Patients were able to contact the clinic by telephone or online to arrange appointments. The clinic operated during evening hours and staff told us they never worked alone.

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.

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.

People we spoke to reported satisfaction with receiving scan reports while still onsite. Women stated that the ‘Frequently Asked Questions’ section of the website was helpful, as it addressed both general pregnancy queries and specific questions related to scans.

Patient data was processed in compliance with UK Data Protection Act 2018 and General Data Protection Regulation (GDPR). All documentation used by the service was available onsite in multiple languages via a translation software on patient tablets or British Sign Language (BSL) with prior arrangements.

We scored the service as 3. The evidence showed a good standard. 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 encouraged and supported people to provide feedback about their care, ensuring their voices were heard and valued. Accessible feedback channels include an online form that allowed people to submit compliments, comments, and suggestions. We saw evidence of these being reviewed and collated by the service.

Women knew how to make a complaint and told us they felt confident it would be taken seriously and investigated appropriately. We viewed reviews of this service and found that they were overwhelmingly positive averaging at 4.9 out of 5.

Managers shared lessons learned from complaints across the franchise, and there was evidence that these had led to positive changes within the service. Women were offered rescans if they were dissatisfied with the quality of scan images.

One woman told the clinic she felt the quiet room was too quiet – we saw evidence that they introduced a radio playing classical music to the room. We heard another example of a family wanting neutral teddy bears – a meeting was held with the toy provider to discuss new products and customer requests and additional lines were added.

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.

The service demonstrated a strong commitment to equitable access. Women and families expressed satisfaction with the speed at which they were seen, for individuals seeking reassurance regarding their pregnancy and general health scans. We were informed of an example where an individual was unable to be seen by NHS services for 6 weeks and attended the clinic for a scan within days.

We saw that women and their families waited only a few minutes in the reception area before being escorted to the scanning room. However, the service did not audit waiting times.

The services operated on a single lower level and had no stairs. Staff told us that furniture in the scanning room could be moved to accommodate a wheelchair as needed. There was an accessible bathroom facility on site.

The service supported a diverse patient population, and phone lines operated 7 days a week. Opening hours varied daily and included morning, afternoon, and evening appointments.

Online bookings required women 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 women selected keepsake photographs. If a second opinion was needed from a different sonographer, the scan results were provided by the next day.

Managers planned and organised services to meet the needs of the local population. However, patients 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 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.

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.

All people we spoke with said overall their experience was positive, and they understood potential outcomes before attending the service. People could access the service when they needed it. They received the right care and their results promptly. Staff facilitated same day appointments and provided direct telephone access to the clinic when it was not open to the public.

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

People who used the service told us their needs and preferences were assessed and understood by staff. They reported being treated equally and in a non-discriminatory manner.

We scored the service as 3. The evidence showed a good standard. People were supported to plan for important life changes, so they could have enough time to make informed decisions.

Staff held conversations with patients 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.