Warwick Hospital

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 people were always treated with kindness, empathy and compassion. We checked that people’s privacy and dignity was respected, that they understood that they and their experience of how they were treated and supported, mattered. We also looked for evidence that every effort was made to take people’s wishes into account and respect their choices, to achieve the best possible outcomes for them.

This meant people always felt well-supported, cared for and treated with dignity and respect.

We have not awarded this service a score for Caring.

Find out about when we will not publish a key question score and what we look at when we assess Caring.

The service was exceptional at treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect. We observed a telephone call with a consultant and a medical practitioner from a community service, they were kind, offered advice and reassurance about the decisions and care given.

Staff understood and respected the individual needs of each patient and showed understanding and a non-judgmental attitude when caring for or discussing patients. We saw interactions between the SPCT, consultants and ward staff. Staff were listened to, respected and treated with kindness.

Staff were discreet and responsive when caring for patients. Staff took the time to understand the needs of the patients and interact with patients and those close to them in a respectful and considerate way.

People were assured that information about them was treated confidentially, and they knew that staff respected their privacy. Staff made sure conversations were not overheard, all conversation were behind curtains round the bed space or closed doors. We observed interactions between patients and staff where staff ensured patients’ dignity was maintained.

We observed staff introducing themselves and got down to the patient level to make eye contact. Staff talked to one patient who was not fully alert. Staff talked to them and explained the care they were given, offering reassurance throughout.

Patients said staff treated them well and with kindness. We observed staff speaking politely and with respect to patients and relatives.

One patient told us the SPCT were responsive and compassionate. Communication between departments has been smooth and efficient. They said doctors, nurses, and other staff have been kind and considerate to their family, keeping them well informed throughout their care.

The service treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. Staff took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Patients’ care and treatment was individualised to meet their needs. Care and treatment were planned with the patients and their families.

The SPCT discussed each patient on their case load individually and helped them and the families make decisions about care and treatment.

There was access to a telephone interpretation service. There was a choice of food to meet the dietary requirements of religious and ethnic groups and to account for allergies and intolerances.

The chapel and multifaith rooms were available 24 hours a day for all staff, patients and relatives. These were quiet spaces that people could use. The chaplains told us they would be available for anyone that visited the chapel and multifaith room, but people could also visit and not be disturbed.

One patient told us the consultant discussed their care treatment with them and their partner in a sensitive way and went through everything carefully.

If a patient arrived without next of kin details, staff made every effort to research and identify their family or find relevant background information. The bereavement team told us of examples of how they had contacted local police and a postmaster to find relatives of deceased patients.

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

When possible, patients were supported to have choice and control over their own care and to make decisions about their care, preferred place of care, treatment and wellbeing. Staff discussed choices and options with patients and their families, especially any ongoing treatment and preferred place of care at end of life. This was documented in the patient’s care plan and updated as required. Families were involved in the decision and supported as required.

One patient told us they had sufficient information for what was happening. A lot of support has been given both within and outside of the hospital.

The team carefully considered what families need to support their grieving process. Staff could arrange hospital-funded funerals for families experiencing financial hardship. The funerals were tailored to the family’s wishes, with chaplains offering free services and options for cremation if preferred.

Families could request keepsakes such as locks of hair or hand and footprints, which the mortuary technicians prepared. The chaplains offered wooden hearts crosses, crochet blankets and teddys to patient and relatives as keepsakes.

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.

Patients and relatives had the opportunity to speak with the nursing and medical team caring for them. Staff kept people informed throughout the episode of care.

Visiting hours for relatives were flexible, families could stay overnight when required. Families were offered free parking, free meals, comfortable and reclining chairs. Staff would discuss signs and symptoms of dying, for the family to be aware of these, towards the end of a patient life.

Ward staff told us about a patient that wanted to return home at their end of life, arrangement were made with the family, the SPCT and community, to allow the patient to return home within 48 hours. The SPCT team told us about a patient that went home the same day and a private ambulance that was at the hospital at the time took the patient home.

We saw a family was called by the ward staff to inform them of the deterioration of a patient. The CNS was available on the ward to talk with the family in private to offer advice and support about end of life care, treatment and options.

The chaplaincy team told us how they arranged for a blessing for a couple that were not married late at night as the patient was at the end of their life.

There were various support options for families within the trust including a bereavement café, access to psychological support and counselling, the chaplaincy services, access to volunteer groups that would sit with families and patients. Local volunteers could be arranged to sing for patients in the last days of their life.

The bereavement team explained medical causes of death, death certificates, and relevant procedures to support families with arrangements. Viewings in the mortuary could be arranged for families who wished to see their loved one.

The service cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centered care.

There was a culture of kindness and respect between colleagues. Staff told us they felt respected, listened too and able to raise concerns and suggestions. Staff said they could provide high standards of care and treatment.

Leaders had a visible presence and staff could approach them with any concerns. Staff felt supported by management.

The SPCT team had an average of 1.8% sickness in the last 12 months. There had been some long term sickness and staff were returning to work.

There was a chapel and multifaith room for staff to use. Chaplains were involved in de- brief sessions for staff and offered group and one to one support. There was a clinical psychologist for emotional support, with the option for staff to self-refer.

There was support available for the SPCT and for ward staff who had been involved in an emotional or difficult situation. Staff told us that after every death on the ward there would be a de brief and staff could take time out when required. Staff had access to a psychologist, chaplaincy team and bereavement team for group and one to one support.

Staff told us they were encouraged to speak up and offered downtime and regular check ins after the death of a patient. Occupational health also supported staff wellbeing. The culture was centred on safety and the needs and experience of patients. Staff told us they felt proud to work in the hospital.

The SPCT delivered regular training on a rolling programme to hospital and community staff, such as management of pain, managing difficult and challenging conversations, mouth care, safe use of syringe drivers and scenarios for care after death. Ward staff who had attended some of the training told us they found this informative and useful and could share their experiences.

The end-of-life care facilitator delivered scenario training to medical and nursing staff using lifelike manakins and real-life locations, to create an environment where staff may be nursing patients at the end of life. The training was designed to ensure all staff were aware of the correct policies and procedures for caring for patients in the last days and hours of their life as well as providing care after death. Trainers created a safe training space where staff could discuss experiences. Staff found the experience positive and increased their confidence.

The most recent staff survey from 2024 showed 76% of the SPCT team would recommend the trust as a place to work and were happy with the standards of care provided.