BPAS Taunton Central

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 looked for evidence that women and communities were always at the centre of how care was planned and delivered. We checked that the health and care needs of women and communities were understood, and they were actively involved in planning care that met these needs. We also looked for evidence that women could access care in ways that met their personal circumstances and protected characteristics.

We found women were involved in decisions about their care. The service provided information women could understand. Women knew how to give feedback and were confident the service took it seriously and acted on it. The service was easy to access and worked to eliminate discrimination. Women received fair and equal care and treatment. The service worked to reduce health and care inequalities through training and feedback. Women were involved in planning their care and understood options around choosing to not receive treatment.

At our last assessment we rated this key question requires improvement. At this assessment the rating has changed to good. This meant women’s needs were met through good organisation and delivery.

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.

The service made sure women were at the centre of their care and treatment choices and they decided, in partnership with women, how to respond to any relevant changes in women’s needs.

Women’s care reflected their physical, mental, emotional and social needs, including those related to protected characteristics. Staff ensured care and treatment was appropriate for women and the service offered a range of appointment times to suit women's needs so they could access the service in a way and at a time that suited them.

The service had access to interpreters to support women attend their appointments.

Staff told us they supported women to meet their changing needs regarding their treatment. Staff ensured women understood their care and treatment options which included not having a termination of pregnancy. Staff gave women the opportunity to include those close to them in planning and making shared decision when women wanted this to happen.

At 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. We observed treatment conversations which were centred around women and their needs.

Staff received training and were up to date in supporting women with a learning disability and autistic women. Staff were also trained to support women with communication and empathy both during and after treatment. We observed women being offered counselling and leaflets to take home.

Feedback collected by the service showed all staff were supportive and understanding. Women using the service told us the service was very accessible and met their needs.

The service understood the diverse health and care needs of women and their local communities, so care was joined-up, flexible and supported choice and continuity.

At the time of our assessment, the service was open Monday to Friday for consultations and surgical treatments on Wednesdays.

Face-to-face appointments were booked for 70 minutes to allow time for the consultation appointment and additional tests which might be required, such as a blood pressure test. Scan appointments were 40 minutes. However, longer appointment slots could be reserved for women who required an interpreter as more time was needed for the interpretation process.

Staff told us there was flexibility in the service’s provision of consultations and treatments as there was joined up working with other BPAS locations. If an appointment was not available within the required timeframe, determined by gestation and form of chosen treatment, then an appointment would be offered at an alternative BPAS location.

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

The service provided online and written information about the services they offered including abortion treatment, screening for sexually transmitted disease and contraception.

There were measures to safeguard women’s confidentiality and staff were familiar with them. Records were stored electronically and surgical records were only printed on surgical days. Files were kept locked and visitors were always escorted by a member of staff. Receptionists ensured private details were not visible to others and private conversations were held in a separate room.

Videos on the organisation’s website talked through what the service offered together with step-by-step instructions for using abortion treatment at home plus surgical treatment. The step-by-step instructions included what the pack of medication looked like, how to use the medication, the use of pain relief, and what to expect during and after treatment. All the web-based videos had closed captions (a text-based version of a video’s audio) and some had British Sign Language (BSL) interpretation. Written information was also available in easy read format.

Women undergoing medical or surgical abortion treatment were given a leaflet with detailed step by step instructions. Leaflets also provided information about the risks involved in treatment and what to do if something did not feel right or in case of an emergency.

The service actively collected feedback from women via feedback and complaints processes. They made it easy for women to share feedback and ideas, or raise complaints about their care, treatment and support. They involved women in decisions about their care and told them what had changed as a result.

The service had systems and processes to gain the views of women who received care and treatment. After treatment women received a survey enabling them to provide feedback. Managers used feedback to identify themes and trends and introduce improvements. The small size of the recovery room was raised and staff addressed this by providing screens between recovery chairs.

Staff knew how to handle complaints. They told us they received feedback on complaint investigations and any learning.

The service had not received any formal complaints but had received some concerns which had been addressed by staff at the time they were raised. If an appointment slot was late due to a previous appointment over-running then staff would keep women in the waiting room informed of any delays.

Feedback from women who had contacted the Integrated Care Board (ICB) was positive and one said staff listened to, and acted upon, their concerns.

Women were asked to complete a satisfaction survey following their treatment. Feedback collected by the service showed 91.67% of women said they were given enough information about their aftercare following an early medical abortion and 100% following surgical treatment.

During the assessment women told us they had no complaints about the service and praised staff for the care they had received.

The service mostly made sure that women could access care, support and treatment when they needed it.

Women had equal access to care, treatment and support because the provider complied with legal equality and human rights requirements, including avoiding discrimination, considering the needs of women with different protected characteristics and making reasonable adjustments.

The service was designed to make it accessible for women who were most likely to have difficulty accessing care. Information about how to access the service was displayed on the organisation’s website. The website had a facility which meant information could be translated into 60 of the most commonly spoken languages in the United Kingdom. The website also had functions to enable users with vision impairment to use assistive technology, including a text only version of the website.

To ensure treatment was accessible to as many women as possible, there was information on the providers website about requesting additional support for women who needed it. Women with communication needs were asked to let the booking team, helpline teams, or clinic staff know.

Translation and interpretation services were provided when required. Hearing loops were available for women who were hard of hearing. Consent forms were also available in different formats and languages on the BPAS website.

Staff at all levels had a well-developed understanding of equality, diversity and human rights, and prioritised safe and compassionate care.

The clinic had wheelchair accessible doors including the bathroom. The waiting area was large enough to enable women to bring a partner, friend or family member to their appointment. Women we spoke with said staff were “very welcoming”.

Women were able to choose their appointment time, date and location. Of the women who completed the patient satisfaction survey for 2024/25, all women said they were offered appointments and scans at suitable locations. However, there were occasions when women were offered alternative appointment times or locations due to staff absence.

National guidance from the Department of Health & Social Care Procedures for the approval of independent sector places for termination of pregnancy (abortion) in England, the National Institute for Health and Care Excellence (NICE) and the Royal College of Obstetricians and Gynaecologists (RCOG) recommends initial contact to consultation appointment should be within 7 days and completion of treatment should take place within 7 days of the consultation appointment.

The service had made improvements since our last assessment and had increased the number of clinic and surgical appointments available. Initial appointments were booked by the BPAS booking and information centre, this was the initial point of contact for most patients. A choice of either a telephone consultation (provided by a national telemedical hub) or an in-person consultation, was offered to patients, subject to suitability.

If an appointment within the 7 day guidelines was not available at Taunton then an appointment would be offered at an alternative BPAS location and BPAS could support with travel and accommodation needs. If staff identified quick access to a clinic appointment was required, the team would contact managers to look at how an appointment could be expedited. However, leaders told us said there was a national shortage of specialist surgeons, therefore, it was difficult to cover when a surgeon was absent and they were looking at ways to address this.

Staff and leaders actively listened to information about women who were most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

The service had processes to support women’s equity in experience. Staff received training in equality, diversity, inclusion and human rights.

The service monitored wait times and non-attendance rates.

Staff worked in partnership with other agencies to improve equity in access and outcomes. They worked with professional translators to improve the experience of treatment for women whose first language was not English, including women who used British Sign Language.

The service monitored women’s feedback to understand how women using the service were satisfied with care provided. Feedback collected by the service, and from the women we spoke with, said they were satisfied with the care provided and it met their expectations.

Staff told us they had access to tools to help them communicate with women who had different communication needs to ensure they could fully engage in their care, treatment and support to maximise their experience and outcomes. There was access to interpretation services including British Sign Language (BSL).

Women were supported to plan for important life changes, so they could have enough time to make informed decisions about their future.

Women were offered counselling to help them make future decisions and given advice about sexual health screening and signposted to local sexual health services.

Women were asked about contraception and given information and advice about their contraception options taking their personal circumstances and beliefs into account.

The service offered some contraceptive medicines or offered an appointment to fit a coil or implant (types of contraceptive).