bpas

How are we doing?

Overall clients rated our service as 9 out of 10

Statistics
In an average year, bpas will:
  • Take or make over 290,000 calls through our specialist call centre
  • Counsel over 70,000 women on their aborton options
  • Provide abortions to over 55,000 women
  • Of the women that bpas treats;
  • 95% rated our staff as "good" or "excellent" and most clients believe that it is our staff that make the biggest difference to their experience.
  • 99% were satisfied with how we respected their privacy
  • 90% said they were made aware of, and understood, how to look after themselves after their treatment

 

We have been looking at how our service measures up against other providers by collecting information from women coming to bpas who have also had a previous abortion. The Customer Satisfaction results are detailed below.

Average satisfaction score (out of 10) for today’s treatment with bpas = 9.12

 If you have had a previous abortion, where did you receive treatment? Have had a bpas abortion  NHS abortion  Other independent abortion provider 
 %age of respondents 56%  30%  14% 
 Overall score (out of 10) for satisfaction of previous treatment 8.5  6.92 7.27 
 *data taken from Q3 2008 satisfaction survey as analysed by Snap Surveys

 

 

 

 

Customer comments
We value feedback from our clients and from other healthcare professionals.  Some of their views are shown here:

Women

Men

Healthcare professionalsals 

We always welcome your views on our services.
If you wish to make a comment, please contact us. 

Complaints

If you would like to complain about our service
bpas treats all comments and complaints in the strictest confidence. If you choose to make a complaint, bpas will examine the circumstances thoroughly and tell you the outcome of this investigation.

In the first instance, we would encourage you to make a complaint to the consultation centre or clinic you have attended but you are very welcome to contact the bpas head office if you prefer.

Once you have made a complaint, bpas will:

  • Write to you within two working days to acknowledge your complaint
  • Write to you again within 20 working days of receiving your initial complaint with a full response

bpas will do its utmost to resolve any concerns or complaints that you may have. However, if at any time you feel we are not dealing with your complaint satisfactorily you have the right to contact the Care Quality Commission; this is an independent organisation that is responsible for licensing bpas and overseeing the way we work. For more information about the Care Quality Commission, click here.

If your treatment has been funded by the NHS, you have the right to work through their complaints procedure instead, or in conjunction with your bpas complaint. For more information about our complaints policy, please speak to:

Client Services Manager
bpas
20 Timothys Bridge Road
Stratford Enterprise Park
Stratford-upon-Avon
Warwickshire
CV37 9BF

Telephone: 0845 365 5050       
Fax: 0845 365 5151

In all bpas consultation centres and clinics you will also find copies of our complaints policy, available upon request.