BPAS - Stratford upon Avon

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Staff treated patients with kindness, empathy, compassion and were non-judgmental.

We observed that patients’ privacy and dignity was respected at all times.

Staff worked in a highly personalised and holistic way to deliver good care to patients and their partners. All the patients we spoke with told us they were treated with sensitivity, dignity and respect.

Patients said the staff were compassionate and met their physical and emotional needs.

At our last assessment, we rated this key question good. At this assessment, the rating has remained the same. This meant people’s needs were met through good organisation and delivery.

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.

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

There was a consistent patient-centred culture from all staff.

Throughout our inspection we observed patients being treated with compassion, dignity and respect. At no time did we observe staff being judgemental of the patient’s decision to undergo a termination.

The patients we spoke with were pleased with the care provided. They told us staff and other staff were caring, compassionate, and responded quickly to their needs.

Staff provided emotional support to patients. For example, one person told us how they had been supported in being referred for a surgical termination.

Staff were discreet and responsive when caring for patients. Staff took time to interact with patients and those close to them in a respectful and considerate way. Patients said staff treated them well and with kindness.

Staff showed compassion and no judgment at any time to any of the patients being discussed.

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

Staff understood and respected the individual needs of each patient and showed understanding and a non-judgmental attitude when discussing patients care needs.

We observed that staff took time to listen to patients and find out what was important to them or what they were anxious about. Staff worked well to meet people’s individual needs and wishes. For example, one patient who did not speak English had an interpreter present on the phone during their consultation. Staff actively involved patients in decisions about their termination.

Staff introduced themselves to patients before treating them and took time to put them at ease. One patient told us, “Staff always introduce themselves and are very friendly.”

One patient told us that the staff were kind, compassionate and professional. They said’ staff responded promptly when support was needed and felt reassured by the care and guidance provided’.

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

Staff involved patients in discussions about their termination and after care. Patients told us staff gave information in plain language to enable them to make choices about the different types of termination. Staff also gave patients opportunities and enough time to ask questions, raise queries, and discuss anything about which they were worried about.

Patients we spoke with as part of our inspection, told us about how well staff treated them, how they were informed and given choices about the terminations that were provided.

Patients were supported to manage their own health, care and wellbeing to maximise their independence when they left the clinic.

Patients were routinely asked if they wanted their partners to be present for procedures and were accommodated to do so.

There was a ‘Guidance on taking away fetal remains’ for patients who wanted to do so and make their own arrangements for burial or cremation.

The guidance described the options of burial on private land, the scattering of ashes on land and at sea or in a river, as well as a number of other agencies that could be contacted for further support, for example, the natural death centre.

The service had contacts with the local funeral directors who attended the clinic as requested by the patient to perform their services.

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

The service prioritised patients to prevent unnecessary surgical terminations.

The service undertook both surgical and early medical abortions (EMA). Early medical abortions are a non-surgical procedure to end a pregnancy in its early stages (up to 9 weeks and 6 days gestation) using two different types of medication.

The service made sure as far as possible those patients up to gestation limit for an EMA were booked in as soon as possible so the time limit was not missed.

Staff worked to meet people’s individual needs and wishes in what were often emotional and distressing situations.

Patients told us they felt able to approach staff if they had any immediate concerns, they told us staff took time to listen to patients and find out what was important to them.

Patients were supported by staff that were committed to providing high quality care and treatment. Staff had a holistic approach, providing physical, emotional, and psychological support for people using the service and those close to them.

The service provided a free confidential counselling service to patients both pre and post termination, which included as many counselling sessions as the patient felt they needed.

We observed staff providing support to a patient who was distressed prior to their termination, they did this in a way which showed empathy and maintained the wellbeing and independence of the patient.

The service provided information on the website about information concerning ‘Misleading organisations’ who advertise free terminations but are opposed to terminations and some of the ‘support’ services that are intended to promote the view of the organisation, rather than helping patients with their own individual situation.

The service had an ‘Aftercare line’ operated 24 hours a day, 7 days a week, and was staffed by registered nurses or midwives who had received specialist training in termination of pregnancy.

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

Staff worked very well as a close team. The management had a visible presence and staff told us they could approach them with any concerns without fear of reprisals.

Leaders had the skills and abilities to run the service. They understood and managed the priorities and issues the service faced. They were visible and approachable in the service for patients and staff on a daily basis.

The service had regular team meetings to disseminate information and discuss any issues that staff felt were relevant. Information was also disseminated by the BPAS staff bulletin.

The service made ‘Reasonable Adjustments’ under the current Equality legislation for those staff as required.

The service held regular staff forums and carried out staff surveys. The staff survey results for the service for 2024 showed that most staff were proud to work for the service and able to report concerns. Over half of the staff felt there were progression opportunities at BPAS.