How are we doing?
Overall clients rated our service as 9 out of 10
Statistics
In an average year, bpas will:
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Take or make over 290,000 calls through our specialist call centre
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Counsel over 70,000 women on their aborton options
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Provide abortions to over 55,000 women
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Of the women that bpas treats;
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97% rated our staff as "good" or "excellent" and most clients believe that it is our staff that make the biggest difference to their experience.
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95% said they felt fully informed about their treatment
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89% said they were made aware of, and understood, how to look after themselves after their treatment
Customer comments
We value feedback from our clients and from other healthcare professionals. Some of their views are shown here:
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 servicebpas 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 Healthcare Commission; this is an independent organisation that is responsible for licensing bpas and overseeing the way we work. For more information about the Healthcare 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:
Fax: 0845 365 5151
In all bpas consultation centres and clinics you will also find copies of our complaints policy, available upon request.