BPAS - Birmingham South

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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

We looked for evidence that patients were always treated with kindness, empathy and compassion. We checked that patient’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 patient’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 remained good. This meant patients felt well-supported, cared for and were treated with dignity and respect.

We have not awarded this service a score for Caring.

Find out about when we will not publish a key question score and what we look at when we assess Caring.

Staff consistently prioritised patient welfare and demonstrated a strong commitment to delivering compassionate, person-centred care. Patients were supported to feel comfortable, informed, and involved in decision-making throughout their treatment. During one procedure, staff were observed offering reassurance and regularly checking the patient’s wellbeing. Care was delivered in a calm and unhurried manner, with staff creating a relaxed and supportive environment which helped to reduce anxiety and promote a positive patient experience.

The service treated patients with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

We observed staff being kind and compassionate to a patient who appeared distressed and was asking how long her appointment would be, staff informed them of their appointment time and then gave reassurance and support to the patient.

We observed staff interacting with patients in a kind, empathetic and compassionate manner both before and after their procedures. Staff communicated clearly, explaining what would happen next and what patients could expect following their procedure, which helped to support understanding and reduce anxiety. Discussions relating to pregnancy remains were held at appropriate times and were managed with sensitivity, respect and care, ensuring patients were supported to make informed and personal decisions.

Patients thank-you letters described how staff took time to reassure individuals who felt nervous, and how their care and compassion helped make a difficult day more manageable.

Patients’ individual needs and preferences were understood and reflected in the care, treatment, and support provided. Staff respected each patient’s unique circumstances and demonstrated a compassionate, non-judgemental approach, particularly when discussing or supporting specific needs such as mental health.

Patients’ privacy and dignity were consistently maintained. We observed positive interactions between staff and patients, where dignity was always respected. There were appropriate measures including access to private areas for sensitive conversations and the use of curtains between trolley spaces in the ward area to ensure privacy.

Patients reported that staff responded promptly and effectively to their needs, particularly when they were in pain, discomfort, or distress. Feedback indicated that staff were attentive, responsive, and committed to providing timely support.

The service treated patients as individuals and made sure patient’s care, support and treatment met their individual needs and preferences. Staff took account of patient’s culture and unique backgrounds and protected characteristics.

Patients’ individual needs and preferences were met, they could choose the location and dates of procedures, along with medications and anaesthetic type which would suit their needs. For example, women were able to have a general anaesthetic if this was their preferred option. Some patients prefer this if they have specific medical condition, history of miscarriages or a history of severe anxiety. Medical notes evidence that patients were aware of the available treatment types and staff had discussions explaining the procedures and possible associated risks.

We observed a discharge discussion taking place in a quiet, private room without interruptions, ensuring patients’ dignity and confidentiality were maintained. Where appropriate, a partner was invited to be present during the discussion.

Staff provided a clear summary of the procedure and revisited key information to support patient understanding. Contraception options were discussed, along with pain management and aftercare requirements. Patients were provided with a surgical treatment guide, including relevant contact numbers for support.

Staff explained what to do in the event of complications, including signs of infection, excessive bleeding, and when to seek urgent medical advice. A 24-hour aftercare contact line was discussed, ensuring patients had access to support following discharge.

Advice on recovery, including activity, exercise and sedation effects, was also provided. We observed that explanations were clear and easy to follow. Patients were informed about counselling support services and how to access them if needed.

The service and its staff promoted patients’ independence, so they knew their rights and had choice and control over their own care, treatment and wellbeing.

Patients were supported to make decisions about their care. Assessments included discussion around choice of available options. Patient feedback showed that 95% of patient’s attending the centre felt that they were given sufficient information to make decisions and time to ask questions.

The service ensured that patients were seen alone, without family members present at their first appointment. This approach was used to ensure that patients’ views and wishes regarding their termination were obtained independently, and to confirm that they were making the decision freely, without coercion or pressure from others.

Patients could request same sex chaperones or surgeons if this was their preference, but it was not always guaranteed. If a chaperone was not available an appointment could be offered at another clinic.

Patients under 18 years of age were actively involved in decisions about their care and were supported to understand their needs at the time. Their preferences were listened to and respected throughout the care pathway.

Staff explained that young patients were supported in their decision-making by an appropriate adult, or, where this was not available, an independent advocate, ensuring their views were represented and their best interests upheld.

Patients were supported to understand their rights using their preferred communication method. Midwives used interpreters and repeated information to ensure patients understood the options for treatments. The service checked patients understood the treatment they were having and what they were giving consent to at each stage of the process.

Patients’ wellbeing was checked regularly, and we saw that there was genuine concern if a patient reported an abusive relationship and safety for recovery was discussed prior to treatments. Staff gave examples of actions taken to support patients who were in an abusive relationship or at risk of being harmed.

The service listened to and understood patient’s needs, views and wishes. Staff responded to patient’s needs in the moment and acted to minimise any discomfort, concern or distress.

Patients and their relatives had the opportunity to speak with the nursing and medical team caring for them. Staff kept patients informed throughout the episode of care.

We observed staff regularly checking on patients’ comfort and offering drinks and snacks during the recovery period. Staff demonstrated a caring and attentive approach to meeting patients’ immediate needs. They remained alert to changes in patients’ conditions and took time to observe, communicate, and engage with them about their comfort and wellbeing.

Staff sought to understand individual preferences and responded in a way that respected patients’ wishes, ensuring care was personalised.

Pain levels were regularly assessed throughout treatment, and when pain was identified, staff responded promptly by administering appropriate relief and monitoring its effectiveness. We observed staff proactively engaging with patients, asking about their comfort, and checking whether additional pain relief was required.

Patients were also encouraged during pre-admission assessments to take pain relief prior to surgical procedures, supporting effective pain management and improving overall comfort during treatment.

Throughout the procedure, we observed staff reassuring patients and clearly explaining what was happening at each stage. Patients were given the opportunity to ask questions, and responses were delivered in a clear and accessible manner, free from unnecessary medical jargon.

The service cared about and promoted the wellbeing of their staff. They supported and enabled staff to always deliver person-centred care.

Patients received safe, effective and person-centred care as the provider recognised and met the wellbeing needs of staff. This included the necessary resource and facilities for safe working, including regular breaks and rest areas.

There was a culture of kindness and respect between colleagues. This enabled staff to do their job well and to be well. Staff were recognised for hard work, the service held a yearly awards scheme and staff could be nominated. A high number of staff we spoke to had been at the service for several years and said they felt they were valued and respected.

There was an employee assistance program that all staff had access to. It included access to a doctor 24 hours a day with a prescription service, counselling and trade unions. Staff told us they felt able to talk to their managers and peers about difficult days and were offered support.

Staff told us they were able to make suggestions about changes or improvements in patient care and that these were listened to and considered seriously. They felt part of a team and had channels to affect change.

Leaders and managers were proactive in supporting staff wellbeing and fostering a positive, inclusive working environment. Staff provided examples of occasions where adjustments had been made to working hours and workloads in response to changing circumstances in home lives.

Case supervision sessions were provided for staff managing complex or challenging cases on their caseloads. Leaders recognised that some patient cases were more difficult and required additional support. For example, staff working with safeguarding cases were able to access enhanced supervision and guidance to ensure appropriate care and decision-making.

Staff also reported that they were supported with professional development and were given protected time to meet their learning needs, including completing qualifications such as a National Vocational Qualification (NVQ).