Window to the Womb Also known as Window to the Womb Manchester

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 found a service where staff understood their responsibilities regarding data protection regulations. Women could access services in a timely manner. They could book appointments when they suited women, including evenings and weekends. The service was accessible and provided appropriate facilities to support women. There were no wait times and women were seen promptly when they arrived at the service. People using the service advised us that the area where they reviewed photographs was well suited for larger families.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

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 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 women. Appointments could be booked online 24 hours a day, seven 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 was spacious and 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 had 24/7 security in place.

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.

All documentation used by the service was available in multiple languages. Telephone-based translation services were accessible when required. We also saw evidence that the website offered information in several languages. The service explained how it supported people to attend appointments, and both online systems and printed leaflets provided information in up to 220 languages.

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 included 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 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, particularly those seeking reassurance regarding their pregnancy. We were told of an example where a woman was unable to be seen by NHS services for two weeks and was able to be seen at the clinic for a reassurance scan.

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 service supported a diverse patient population and operated seven 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. Women 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.

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 the 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.