firstScan Customer Expectations

This is quite a long section so it is advisable to make notes.

Recap – When can clients attend a firstScan appointment?

firstScan early pregnancy clinics provide service to women who are between 6 weeks and 15 weeks and 6 days. firstScan DOES NOT provide scans outside of these dates.

Why don’t we scan earlier than 6 weeks gestation?

Even at 6 weeks the average embryo measures just 8mm. In order for our scan to be conclusive we need to see the embryo and visualise a heartbeat confirming viability. Imagine trying to see a heartbeat in something smaller than a blueberry! Scans before the 6 week gestation mark are just too unreliable to provide the client with the reassurance she is looking for. In practice we try to advise women to wait until nearer 7 weeks where baby is around 13mm making the scan easier for the sonographer.

Recap – Why would a women want an early scan?

• the woman has had a previous history of miscarriages or ectopic pregnancies
• the woman is showing symptoms of a potential miscarriage
• the woman is simply concerned and want reassurance that all is well
• the woman has undergone fertility treatment and wants confirmation of viability.

What should clients expect from their visit to firstScan at Window to the Womb?

• A professional and sensitive online reception with a bespoke scan package meeting their every concern
• A simple to follow online booking form with information about what to expect
• An appointment on the day they wish
• To be greeted by a sensitive and caring team who understand their anxiety
• Clinic team to be professional and give clear information
• If there is a delay then the clinic team will keep them updated
• Good introductions as to who the clinic team are and clear direction as things are happening
• The Sonographer will be clear about the scan findings and give a good explanation and if appropriate and woman wishes then show findings on the large screens in a sensitive and caring way
• A photograph & obstetric report
• Discussion about future scans at firstScan, Window to the Womb and antenatal clinic.

What is the difference between firstScan & Window to the Womb?

• It is very important to take the customer service training from Window to the Womb but there will be a huge difference in your approach, refrain from behaving enthusiastically excited and positive in front of the woman and families as you know early scans will not all end with good news.
• When making small talk you must talk about anything else e.g. where they have travelled from?  What’s the weather like? Not about her pregnancy, babies etc unless they speak to you about it first.
• The atmosphere will be friendly and polite but clinical and very professional. The environment will be toned down and teddy bear and certain photos will be removed as this could easily offend. The bereavement area will of course be the most sensitively dress room.
• With Window to the Womb sad news is quite rare but at firstScan breaking sad news and dealing with sad news will become a common occurrence. You will need to support the woman and your colleagues through this time. You as an individual need to be emotionally stable to deal with this on a day to day basis. Remember you are in a privileged position to help.
• Different to Window to the Womb, referrals and contact with other health professionals are significantly higher.