Hey Baby 4D - The Revive Healthy Living Centre

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

We looked for evidence that patients were treated with kindness, empathy, and compassion. We assessed the levels of patients’ privacy and dignity afforded to service users. We asked patients to tell us about their experiences, if they were respected, if they understood that they and their experience of how they were treated and supported mattered. We also looked for evidence that every effort was made to take patients wishes into account and respect their choices, to achieve the best possible outcomes for them. 

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

This meant the service was exceptional at treating patients with kindness, empathy and compassion and in how they respected people’s privacy and dignity. The service treated patients as individuals and made sure patients’ care, support and treatment met patients’ needs and preferences. The service promoted patients independence, so patients knew their rights and had choice and control over their own care, treatment and wellbeing. The service listened to and understood patients needs, views and wishes. The service cared about and promoted the wellbeing.

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.

We scored the service as 4. The evidence showed an exceptional standard. The service was exceptional at treating patients with kindness, empathy and compassion and in how they respected people’s privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect.

Staff treated patients with compassion and kindness, respected their privacy and dignity. They took account of their individual needs. Staff were discreet and responsive when caring for service users. They took their time to interact with patients and those close to them in a respectful and considerate way. 

Staff supported patients to manage their care and directed them to other services if required. They were given sufficient time to asks questions both before and after their scan. Staff were knowledgeable.

We observed staff respond to patients in a compassionate way when things had not gone as planned.  Staff gave examples of supporting patients when scans did not go as expected. We observed privacy being maintained during scans, the door was closed throughout.

Staff were respectful to service users. Patients said staff treated them with kindness and respect. Some had returned during subsequent pregnancies. Staff followed policy to keep patient care and treatment confidential. 

We scored the service as 3. The evidence showed a good standard. The service treated patients as individuals and made sure patients’ care, support and treatment met patients’ needs and preferences. They took account of patients’ strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Patients received an individual scanning report tailored to individual circumstances. Staff focused on providing an individualised experience to each person undergoing a scan. They recognised that each pregnancy meant different things to each individual and worked to meet their needs.

Patients were provided with additional information such as questions they may wish to ask the midwife. First time attenders were given packs with information in. 

Patients were able to select other languages on booking around consent.

We scored the service as 3. The evidence showed a good standard. The service promoted patients independence, so patients knew their rights and had choice and control over their own care, treatment and wellbeing.

Patients were able to have up to 3 visitors with them at their appointment. All the patients we spoke with were able to bring along someone to support them. 

The sonographer carrying out the scan fully explained the scan to the patients. They allowed them sufficient time to ask any questions. Staff contacted patients before their scan to ensure they had a full understanding of the process. Information on the scans was available online.

Patients were able to book their own appointment slots through online booking system. They could also telephone directly if they wished. The online booking system gave patients control over the time and package they would like to book. 

Patients could view available packages online, with the price displayed. The service offered a range of pregnancy scans and blood tests. The information provided included which weeks of pregnancy the services were suitable.

We scored the service as 3. The evidence showed a good standard. The service listened to and understood patients needs, views and wishes. Staff responded to patients needs in the moment and acted to minimise any discomfort, concern or distress.

Staff gave patients and those close to them help, emotional support and advice when they needed it. They were empathetic and considerate when carrying out services. 

Staff members asked patients if they wanted to know their baby's gender. Staff took all measures to ensure their decision was respected. If patients wanted the gender kept secret, staff provided it in a sealed envelope.

There were also extra products patients could purchase around gender reveals, including keyrings and teddy bears as a keepsake. 

We observed staff responding compassionately when patients received unexpected news. For example, when an ectopic pregnancy was discovered.

Staff received training in communicating bad news. Bad news was always broken in the scanning room not in public areas.

We scored the service as 3. 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 had access to resources and facilities for safe working. This included being able to take breaks, store food and have a drink. 

Staff told us they could raise concerns and suggest improvements to the service or staff experiences. They felt leaders listened and responded, We heard of examples of staff attending additional training sessions when requested.

Staff felt valued by their leaders and their colleagues. Staff had opportunities to contribute to service development.

The provider operated a staff recognition programme, the ‘superstar award’. This was a peer-nominated process that recognised staff for exceptional service, with a winner identified each quarter.