Overall clients rated our service as 9 out of 10
We always welcome your views on our services.
If you wish to make a comment, please click here to contact us.
Complaints Click here to view our complaints and Feedback Policy client leaflet.
bpas will do its utmost to resolve any concerns or complaints that you may have. If you feel that we are not dealing with your complaint satisfactorily you have the right to contact the Care Quality Commission; this is an independent organisation responsible for licensing bpas and overseeing the way we work. Click here for more information about the Care Quality Commission.
bpas treats all comments and complaints in the strictest confidence. If you choose to make a complaint, we 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 our Head Office if you prefer. Our Client Services Manager can be contacted on telephone 0845 365 5050
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
20 Timothys Bridge Road
Stratford Enterprise Park
Telephone: 0845 365 5050
Fax: 0845 365 5151
In all bpas units you will find copies of our complaints policy, available upon request.
In an average year, we 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 we treat;
98% of service users rated their nursing care as very satisfactory or satisfactory and most clients believe that it is our staff that make the biggest difference to their experience.
98.5% were very satisfied or satisfied with how we respected their privacy
93% 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 treatment with bpas = 9.11
| If you have had a previous abortion, where did you receive treatment?|| bpas ||NHS ||Other independent abortion provider |
| %age of respondents||55% ||30% ||15% |
| Overall score (out of 10) for satisfaction of previous treatment||8.66 ||6.73||7.03 |
*data taken from Q4 2010 satisfaction survey as analysed by Snap Surveys
We value feedback from our clients and other healthcare professionals. Some of their views are shown here: