Staff at Reading BPAS provided care and treatment that took account of best practice policies and evidence based guidelines. The staff provided person-centred care and were kind, friendly and non-judgmental. Staff understood the BPAS values and aims were committed to supporting patients throughout their care and treatment. The service monitored waiting times to ensure they were in line with guidelines. Staff completed training appropriate for their roles and the service had clear governance arrangements. The unit manager and senior managers investigated incidents and shared lessons learnt and they were aware of the Duty of Candour legislation. Staff safeguarded vulnerable people, and were trained to follow safe practices in relation to assessing patients’ risks of harm. This included responding to risks associated with children and young patients seeking abortion services.

Staff ensured they secured consent appropriately from patients, including those less than16 years of age. They checked that patients made independent, informed choices about their treatment. BPAS provided patients with information to enable them to make their own decisions, including a written guide, a detailed website and various leaflets on specific topics. Patients were given information on how to complain and raise concerns, although there had been no formal complaints in the past year. Staff prescribed and administered medicines appropriately, maintained clear, legible records including risk assessments and abortion treatment plans. The unit staff carried out audits to check they followed practices, including audits of hygiene and cleanliness, medicines, the environment, client records and the client pathway. The medical director ensured doctors employed under practicing privileges had the skills, competency and professional indemnity before they were permitted to provide treatments. BPAS updated policies and procedures when improvements were identified.

However, there were risks associated with the environment that had not been addressed in a timely manner. There was carpet in the pre and post treatment room, and the hand washbasin in this room was broken with no date agreed for its repair or replacement. This room was small, with three couches separated by curtains, which risked compromising patients’ privacy and dignity. The unit manager had recently set up a local risk register however there were some areas relating to the management of the premises that had not been addressed in a timely way with the estates department.