The Warren Practice

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

We looked for evidence that the service involved people and treated them with compassion, kindness, dignity and respect. At our last assessment in December 2017, we rated this key question as Good.

At this assessment, the rating remains the same because we found no issues with how people were treated with dignity, respect, kindness and how their needs were responded to.

This service scored 65 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The service treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. Arrangements were in place to promote patients’ privacy. National GP Patient Survey 2025 data showed that the practice was below the local and national averages in how patients were treated with kindness, compassion and dignity. For example, 76% of the respondents said the healthcare professional was very good to fairly good at listening to them compared to the local (85%) and national (87%) averages. Percentage of respondents who had confidence and trust in the healthcare professional they saw or spoke to was 85.2% compared to the local (92%) and national (93%) averages. The provider informed us during the site visit that they had analysed the National GP Patient survey 2025 data and would work to improve patient experience, but the impact was not yet known. However, patients we spoke to were happy with how they were treated. Staff we spoke with understood Gillick competency and Fraser guidelines.

The service treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. Patients’ personal, cultural, social, religious and equality characteristics needs were understood and met. Patient communication needs were met to enable them to be fully involved in their care. For example, the patient participation group representatives were selected by ethnicity to reflect the patient population. There was interpreting service available for patients who needed them. However, the 2025 GP Patient survey result showed that 78.3% of respondents felt they were involved in decisions about their care as much as they wanted to be compared to the local (90%) and national (91%) averages. The provider informed us during the site visit that they had analysed the National GP Patient survey 2025 data and would work to improve patient experience, but the impact was not yet known.

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Staff helped patients and their carers to access advocacy and community-based services. The online appointments booking and messaging system allowed the patient to select their language of choice.

The service listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. There was a system for appointment triage that ensured people with immediate needs had access to services. Staff we spoke with knew the process for referral to emergency support. The practice offered more face-face appointments and urgent appointments were made available to the patients.

The service cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff told us they were valued by leaders. Leaders had taken steps to recognise and meet the wellbeing needs of staff, which included the necessary resources. For example, the service conducted a staff survey and it was identified that work-related stress was an issue among the workforce. The practice continued to follow up with affected members of staff for monitoring.