Archived: BPAS - Coventry

"The advice here has been brilliant, I was dreading it, but everyone has been lovely."

"Staff have been really sympathetic, really sensitive to the situation."

Comments we saw in the feedback questionnaires indicated that people were usually very satisfied with the treatment and care received.

People we spoke with felt they had been given sufficient information to make decisions and understood the risks associated with the options available.

We looked at staffing. We saw sufficient clinical and non-clinical staff were employed to meet the needs of people attending the service.

We looked at cleanliness and infection control and prevention measures. We were satisfied the service was clean and appropriate systems were in place for infection prevention and control.

We looked at how the service monitored the quality of service it provided. We saw there were systems in place for both staff and people using the service to give feedback in improving the quality of treatment and care.

We looked at care and treatment plans. These were comprehensive and demonstrated that the service had given people appropriate information and had ensured the treatment options were safe and legal for people to receive.

We talked to staff and looked at the service's safeguarding policies and procedures. We were satisfied staff understood how to safeguard women and young people attending the service.

We observed staff working well as a team. Staff worked well to support the people in attendance on the day of our visit.

We noted that all staff in the organisation were provided with good support and training to help them effectively meet the needs of people using the service.

We looked at the complaints policy and procedure. We were satisfied the organisation was receptive to hearing the views of people who use the service, and acting on them where necessary