East Anglia Ultrasound Services

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• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

This means we looked for evidence that people were always treated with kindness, empathy and compassion. We checked that people’s privacy and dignity was respected, that 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 people’s 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 the rating has remained good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 70 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Quality Statement Score: 3

Description: We always treat people with kindness, empathy and compassion and we respect their privacy and dignity. We treat colleagues from other organisations with kindness and respect.

We scored the service as 3. The evidence showed a good standard. The service always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

The lead sonographer, who also served as the registered manager, was deeply committed to delivering a service that prioritised kindness, patient support, and clear communication. They ensured that patients felt cared for and fully understood the outcomes of their scans or tests.

Patients said staff treated them well and with kindness. Patients and relatives told us staff were “fantastic”, “professional” and “supportive”. One patient said, “I cannot fault East Anglia Ultrasound” and another said, “I always come away feeling well looked after”. Our observations showed that staff took the time to interact with patients and those close to them in a respectful and considerate way.

The patient feedback gathered by the provider was mostly positive. However, 6 out of the 179 patients who had provided feedback between August 2024 and August 2025 stated that their experience varied depending on which member of staff they had interacted with. This was also reflected in the feedback that we collected during our assessment. The registered manager told us they had directly spoken with individual members of staff to reinforce expectations.

Staff were discreet when caring for patients. For example, staff kept the door to the scanning room closed during the scan to ensure each patients’ privacy was maintained. We also observed privacy screens and modesty sheets in use. Patients confirmed that their privacy and dignity had been respected.

Partner organisations told us that staff at East Anglia Ultrasound Services treated them with kindness and respect.

Quality Statement Score: 2

Description: We treat people as individuals and make sure their care, support and treatment meets their needs and preferences, taking account of their strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

We scored the service as 2. The evidence showed some shortfalls. The service did not always make sure people’s care, support and treatment met people’s needs and preferences.

Staff were not always made aware of patients’ specific needs in advance of their appointment, as the medical questionnaire did not include prompts about accessibility or communication requirements. As a result, staff were sometimes unable to prepare or make necessary adjustments ahead of time, which could impact the overall patient experience and the service’s ability to deliver truly personalised care. However, patients told us that staff had done their utmost to accommodate their individual needs. This included scheduling appointments around work commitments, offering appointments at very short notice to support time-sensitive fertility treatment, and liaising with external providers to ensure blood tests could be processed promptly. These efforts reflected a flexible and patient-centred approach to care.

Staff were not always able to provide information in a form that was accessible to all patient groups. For example, the service did not have information leaflets in easy-read format, in languages other than English, or in a child-friendly format. This lack of accessible information may have prevented some patients from fully understanding their care or knowing how to voice concerns, potentially limiting their ability to engage with the service and advocate for their needs. However, patients told us they felt able to approach staff directly with any concerns, and staff knew how to respond to complaints. Leaders stated that they had minimised the production of information leaflets since the Covid 19 pandemic. They stated that patients were able to use technology, such as their phones, to access relevant information. Staff also had access to a translation and interpretation service.

Quality Statement Score: 3

Description: We promote people’s independence, so they know their rights and have choice and control over their own care, treatment. and wellbeing.

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

Staff supported patients to understand and manage their care, treatment or condition. Patients told us that they were given the opportunity to ask questions throughout their appointment and that information was provided in a way that they could understand. Patients understood who to contact if they were worried about their condition or treatment after they left. Patients said that they had received a timely and detailed response when they had contacted the service for clarification or when they had concerns.

People had access to their friends and family while they were using the service. Patients told us that their relatives had been able to attend appointments with them and were actively involved in the appointment. Family members had the opportunity to ask questions and contribute to discussions, which helped ensure they felt informed and included.

Quality Statement Score: 3

Description: We listen to and understand people’s needs, views and wishes. We respond to these in that moment and will act to minimise any discomfort, concern or distress.

We scored the service as 3. The evidence showed a good standard. The service listened to and understood people’s needs, views and wishes. Staff responded to people’s 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. When staff detected a potential concern during a scan, they took extra time explain the issue to the patient and provided appropriate support. Staff had access to information leaflets to hand to women experiencing miscarriage, offering them guidance and support. If a woman received a higher risk result for non-invasive pregnancy tests (NIPTs), staff would contact her by telephone to provide the result and ensure emotional support was available. Additionally, staff could refer patients to a geneticist or fetal medicine consultant for further support.

Staff were observed to communicate with patients in a compassionate and understanding manner. They offered reassurance and emotional support to patients who appeared anxious or became upset. Patients told us they felt able to discuss any concerns or worries with staff. One patient said, “When I have been feeling really awful, they have been really nice.”

Quality Statement Score: 3

Description: We care about and promote the wellbeing of our staff, and we support and enable them to always deliver person centred care.

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.

Leaders expressed a strong commitment to staff wellbeing. Staff reported feeling respected, supported and valued, and described a sense of pride in working for the provider and their team. Leaders occasionally arranged social activities outside of work, such as team meals, to reward and recognise staff contributions. The service maintained low rates of staff sickness and absence. However, the service did not always have formal systems in place to support staff wellbeing. For example, staff did not have access to an employee assistance programme or occupational health service if they were experiencing difficulties at work. The registered manager stated that they would provide support to staff and if necessary, direct them to their GP.

Staff had access to the necessary resources and facilities for safe working, including regular breaks and rest areas. Staff felt that leaders were approachable and open to feedback. However, they could not recall specific instances where they had been asked for their views or had the opportunity to contribute feedback. Leaders were also unable to provide evidence of gathering staff feedback when requested during our assessment. This lack of structured engagement limited the service’s ability to identify concerns, support staff, and drive service improvement.