BPAS Andover provided a compassionate, caring and non-judgemental service in line with BPAS values as an organisation. Sufficient staff were available with the skills and training to provide care. BPAS produced policies that took account of best practice policies and evidence based guidelines. For example, in line with Royal College of Obstetricians and Gynaecology (RCOG) guidance and the Required Standard Operating Procedures (RSOP) guidance from the Department of Health. BPAS also carried out its own research before the implementation of simultaneous early medical abortion up to nine weeks. Risk assessments and audits including how the service was adhering to legal requirements regarding completion and submission of HSA1 and HSA4 forms were undertaken. This information was reported monthly to head office as part of the organisation’s quality assurance processes. Incidents and complaints were reported, investigated and actions taken to reduce the recurrence. The unit manager recorded risks across the three units they managed in one risk register, which included control measures and review dates. The service had received one formal complaint in 2015 which had been investigated and improvements implemented.

All staff were trained in safeguarding vulnerable adults and children (level 3) and obtained advice from the unit safeguarding lead or national safeguarding leads as needed.

Clear suitability for treatment guidelines were followed. In cases where patients had complex medical needs, suitable alternative placements were identified to respond to their needs. All patients were offered a pregnancy options discussion with a client care coordinator as part of their consultation. The service signposted patients to the 24 hours seven days a week after care advice line and post abortion specialist counselling if the need arose. Patients were able to access services in a timely manner. Women in Hampshire had to wait an average of 4.8 days for their first consultation. The percentage of consultation appointments available within seven calendar days was 90.1%. Patients waited on average 4.4 days from consultation to treatment.

However, although infection control policies and procedures were monitored through audit, which consistently showed over 95% compliance since January 2015, the observational infection control audits had not been conducted as intended which potentially invalidated the results.

We spoke with two women who were using the service on the day of our inspection, and the clinical and non-clinical staff. Women we spoke with commented positively on the provider’s website and information booklet (My bpas guide), saying they were clear and informative. They said they had all the information they needed and said they had been given: “As much time as you like” to talk things through.

Women experienced care, treatment and support that met their needs and protected their rights. We found that women’s individual circumstances and needs were assessed and treatment was carried out in line with legal requirements and with compassion. Systems were in place to identify and monitor the quality of the service provided at the clinic and to manage risks to people's safety, health and welfare. Women using the clinic were asked their views and their feedback was used to improve the service.

We found there were effective recruitment and selection processes in place before staff began work. Staff also told us that they were fully supported through their induction.

Arrangements were in place so that women, including children and young women, were protected against the risk of abuse. This included arrangements to support women who may be at risk of abuse in society.