Hey Baby 4D - The Revive Healthy Living Centre

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 patients and communities were always at the centre of how care was planned and delivered. We checked that the health and care needs of patients and communities were understood, and they were actively involved in planning care that met these needs. We also looked for evidence that patients could access care in ways which met their personal circumstances and protected equality characteristics.

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

This meant the service made sure patients were at the centre of their care and treatment choices. The service provided care that was joined-up and supported choice and continuity. The service made it easy for patients to share feedback or raise complaints about their care. The service made sure that patients could access the care they needed when they needed it. Patients were supported so they could have enough time to make informed decisions about their pregnancy.

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 patients 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 patients’ needs.

The service was designed for patients’ needs. The clinic was accessible by wheelchair and step-free access was provided. The reception area and the waiting area had a seating area. The building had a toilet and baby changing facilities. The car park was close to the entrance. There was sufficient space in the waiting areas and the scanning room for patients to bring family with them. 

Staff completed training to help them adapt and deliver care in line with diverse individual neds. This included training in autism awareness, communicating with people living with disabilities, mental health crisis, and awareness of the care needs of lesbian, gay, bisexual, transgender, queer and other (LGBTQ+) people. Such work expanded accessibility and responsiveness of the service because they meant a wider range of people could be safely and effectively cared for.

Staff adapted the service to meet trends and changes in demand. For example, following an increase in people disclosing neurodiversity needs, the service offered adaptations to the environment and scan appointments to improve comfort. 

We scored the service as 3. The evidence showed a good standard. The service understood the health and care needs of patients and their local communities, so care was joined-up and supported choice and continuity.

The service planned and provided care to meet local needs., and the communities served. The service worked with partners and local organisations when needed. For example, staff told us how they worked closely and had a supportive relationship with the local NHS hospital’s MAU. The service also worked with charities. The main NHS service that referrals are made to who told us they have had several referrals which have always been appropriately made.

The service had a wide variety of appointments to suit different patient's needs. On Monday the service was open 10:00am to 6:00pm, Wednesday the service was open 12:00pm to 8:00pm and Friday to Sunday the service was open 9:00am to 5:00pm. The service was also contactable on Tuesday and Thursday to make appointments.

Patients were told about and knew all the planned costs. Costs were clearly displayed on the website and explained in person. Patients received information about costs, payment terms and available packages before booking. People got the care and support they are paying for and enjoy continuity of care.

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 made information available that advised patients around pregnancy health related conditions. The service also provided guidance and advice through information leaflets in the clinic. Patients were provided with a scan report and pictures following the scan.

Staff had access to a translation app for patients whose first language was not English. Booking systems online could be translated. The registered manager told us they were considering getting hearing loop to improve communication when communicating with patients who were hard of hearing or D/deaf. The service met the accessible information standard.

We saw detailed leaflets with pregnancy related information. The website explained the recommended gestation period for each scan.

We scored the service as 3. The evidence showed a good standard. The service made it easy for patients to share feedback, or raise complaints about their care. They involved patients in decisions about their care and told them what had changed as a result.

Learning from complaints and concerns was seen as an opportunity for improvement. The service made it easy for patients to share feedback and raise concerns. Patients were involved in decisions about their care. They were well informed about the scanning process before the scan and throughout.

Patients, their family, and carers could feel confident that if they complained they would be taken seriously and treated compassionately. The service had not had any recent formal complaints. Staff would respond immediately if any concerns were raised, and re-scans were offered as standard.

Staff were able to give an example of an issue a client had raised with the service where a baby’s gender was revealed later on in a pregnancy when the patient was not aware. The registered manager told us they changed the process to ensure that it always noted if the gender is known or not.

Information explained how patients could provide feedback or raise concerns. There were processes in place for complaint escalation if needed. 

Patients were also able to leave feedback on their social media channels. They had lots of positive feedback about the service and staff.

We scored the service as 3. The evidence showed a good standard. The service made sure that patients could access the care they needed when they needed it.

Patients told us how they had been able to access the service when they needed to and received the right care promptly. There was no waiting list for the service. Patients could make appointments online, over the phone or in person. People with mobility problems access the service.

The service staff managed the patient flow well. On the day of the inspection there were no delays and patients were seen in a timely way. Staff told us delays sometimes occurred following unexpected scan findings. Patients were given additional time and support when needed. Staff told us on such occasions they kept anyone waiting updated. Patients had no concerns about the length of time they were kept waiting for their appointment. 

We did not look at Equity in experiences and outcomes during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We scored the service as 3. The evidence showed a good standard. Patients were supported so they could have enough time to make informed decisions about their pregnancy.

Patients were supported to make informed choices about their care and plan their future care, with the support and involvement of their family or carer if they wished. 

Staff discussed healthy lifestyles and provided information about this. They gave information and gave written advice based on current best practice.

Patients were provided with information about how they would receive results and from whom and where this was shared if required. Staff ensured that patients were aware this service did not replace NHS scans and maternity appointments.