BPAS Taunton Central

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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 women were always treated with kindness, empathy and compassion. We checked that women’s privacy and dignity was respected, that they understood their experience of how they were treated and supported mattered. We also looked for evidence that every effort was made to take women’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 remains good. This meant women were truly respected and valued as individuals and empowered as partners in their care.

This service scored 80 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The service was exceptional at treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect.

We observed staff attitudes and behaviours when interacting with women showed they were discreet, respectful and responsive, providing women with help, emotional support and advice at the time they needed it.

Staff showed compassion and kindness when we observed them supporting women during appointments and talking about their decision to go ahead with treatment.

There was a strong, visible person-centred culture. Staff were highly motivated and inspired to offer care that was kind and promoted women's dignity. Relationships between people who use the service, those close to them and staff were strong, caring and supportive. These relationships were highly valued by staff and promoted by leaders. Staff went the extra mile when required to ensure the safety of women who were at risk of physical or verbal abuse.

Staff supported women to understand and manage their care, treatment or condition. During their consultation, all women were asked about the sensitive disposal of fetal remains and asked again just before the procedure in case they changed their minds. All women were entitled to have the remains of their pregnancy. If they declined them then they were disposed of with sensitivity.

Women felt they were treated with dignity. Feedback collected by the service showed all women felt they were given enough privacy at the clinic.

Women told us staff treated them well and behaved appropriately towards them. One described staff as “the kindest women”, another said they were nervous but a member of staff held their hand.

The service treated women as individuals and made sure women’s care, support and treatment met women’s needs and preferences. They took account of women’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Women’s personal, cultural, social and religious needs were listened to and respected. As part of the assessment process, staff asked women about their preferences so they could be reflected in their care plans. To ensure equitable treatment, staff made reasonable adjustments to accommodate individual need. If a young person requested a companion to attend with them, the service would enable this. If women were anxious, staff offered for them to see the treatment prior to procedures. Staff acknowledged and respected diversity.

During the assessment we observed women being given the time and opportunity to ask questions. Staff spoke with women in a non-judgemental and supportive way, with kindness and empathy. Staff expressed to us a need for women to be in control of their bodies and make their own decisions which were right for them.

The service promoted women’s independence, so women knew their rights and had choice and control over their own care, treatment and wellbeing.

We observed staff talking to women about a range of treatment options including medical and surgical abortions. These included non-treatment options such as adoption or going ahead with pregnancy.

Women were in control of planning their care and support. They could be supported by a relative, friend or partner and staff enabled their involvement.

One woman using the service told us staff respected her wishes when offered to see the monitor during the scan. Another said their choice was followed regarding disposal of fetal remains.

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

Staff understood many women would benefit from ongoing counselling and ensure this was offered to all women who attended the service. Staff explained women could access this service when they needed it.

Staff directed women to other services when appropriate and, if required, supported them to access those services.

Women using the service told us staff were responsive to their needs. One said that during her procedure staff were “…constantly checking on me” and another said staff kept them distracted during their procedure. Another said she felt very cared for when staff offered a hot water bottle in addition to pain relief.

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

The service had procedures to support staff. Staff could access support from senior members of the team, during and after dealing with difficult situations.

The service supported staff to be at work, and during periods of absence. One staff member said they felt fully supported during a period of ill health and another said they were supported with adding breaks between appointments and this reasonable adjustment improved their work experience.

Staff were encouraged to report any anti-abortion behaviour and these would be logged as incidents. They could raise concerns about disrespectful, abusive behaviour or attitudes towards service users without fear of the consequences.

The organisation provided information and prompts about awareness months such as a bereavement month with links to internal guidance and further support.

Staff said training, supervision, and access to ongoing professional development ensured they were confident in their roles.

The service had an employee rewards and recognition programme on which leaders can give “high fives” to staff. Staff were given access to a range of services designed to promote their health and wellbeing. Eye care vouchers and working hours to suit employee’s family commitments.

Leaders met with staff regularly and held annual appraisals. Development objectives could be updated on an electronic system. Additionally, informal chats were offered at any time for wellbeing checks. Meetings could be held face to face or remotely.

Staff were given development opportunities. Nurses and midwifes working in the clinic could receive additional competency-based training in ultrasound scanning, contraception counselling, and the insertion of contraceptive devices. If Nurse Midwife Practitioners (NMPs) wanted to progress into a senior role, they were provided with managerial development opportunities.