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How are we doing?

We welcome and value feedback on our services - a selection of comments can be seen from:

If you wish to make a comment please click here to contact us

Your opinion counts

Women's client feedback results 2013

27,202 women gave feedback to rate overall satisfaction with their care at 9.41 out of 10

Over 98% of female surveyed clients reported satisfaction with the following aspects of their care:

  • Welcome recieved
  • Advice recieved
  • Choice of treatments offered
  • Standard of nursing care
  • Cleanliness of the clinic
  • How well we respected privacy
  • Confidence in the Doctor
  • How helpful was the advisor during the initial call

We asked how our service measured up against other providers by collecting information from women who had experienced a previous abortion. The results are given below:

If you have had a previous abortion, where did you receive treatment? BPAS
NHS Other independent abortion provider
%age of respondents 56% 31% 13%
Overall score (out of 10) for satisfaction of previous treatment 9.13

Men's client feedback results 2013

259 men gave feedback to rate their overall satisfaction with their care at 9.63 out of 10

Male surveyed clients reported 100% satisfaction for the following aspects of their care:

  • Welcome received
  • Advice received
  • Standard of nursing care
  • Confidence in the Doctor
  • Cleanliness of the Clinic
  • How well we respected privacy

98% of men reported that they were either 'extremely likely' or 'likely' to recommend us to friends and family if they needed similar treatment.

Comments and complaints

BPAS treats all comments and complaints in the strictest confidence. If you 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 attended, but you are very welcome to contact our Head Office if you prefer. Our Client Services Manager can be contacted on telephone 0345 365 5050.

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.

If your treatment was 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:

BPAS Client Services Manager
20 Timothys Bridge Road
Stratford Enterprise Park
CV37 9BF

Telephone: 0345 365 5050

bpas Complaints Policy

In all BPAS units you will find copies of our complaints policy available upon request.