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

This means we looked for evidence that the service involved people and treated them with compassion, kindness, dignity and respect.

The service always treated people with kindness, empathy and compassion and respected their privacy and dignity. The service treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. The service listened to and understood people’s needs, views and wishes. The service cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centered care.

At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

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.

We scored the service as 3. The evidence showed a good standard. The service always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

Staff treated patients with kindness and compassion. Patients felt staff listened to them and communicated with them in a way they could understand. We saw staff of all grades sensitively and comprehensively explaining to patients the plan of care. We observed staff on multiple wards supporting distressed patients in a calm and empathic manner. 

Staff took time to interact with patients in a kind and respectful way. We observed staff stopping to listen to patients and understand any concerns they had. We observed staff referring to patients by their name in interactions which showed staff knew their patients.

Staff attitudes and behaviours when interacting with patients showed they were discreet, respectful and responsive. Staff provided patients with help, emotional support and advice at the time they needed it. We observed staff supporting patients with kindness and respect. Their interactions were warm, compassionate, and considerate. Patients shared positive experiences of care, stating staff listened to them and respected their privacy and dignity.

Privacy and dignity were well managed in most areas we visited. For example, patients had curtains pulled around their beds on wards when receiving personal care or when reviewing patients during ward rounds. All bays on wards we visited were single sex. Where there was not a bathroom in a bay, there were single sex bathrooms designated. Patients we spoke to considered staff respected their privacy and dignity.

Staff followed trust policies to keep patient care and treatment confidential. Patient records were a mixture of electronic and paper records. We observed paper records were kept in locked draws. Staff talked quietly when talking about personal information or talking to patients about their care in a patient bay. Rooms were available where staff could have confidential conversations with patients.

Patients were asked to give feedback on their care through the NHS Friends and Family Test (FFT) using a 5-star rating system. The FFT is used to gather feedback from people using the service. Patients could complete the FFT electronically via their phone, using a QR code, or by filling in a paper questionnaire. From July 2025 to June 2026, results demonstrated more than 90% of respondents would recommend the service in 10 out of 15 wards. During June 2026, the average recommendation rate across reporting wards was 92.0%, indicating high levels of patient satisfaction. 

Patients and their relatives and carers sent cards and letters to thank the staff for the care they provided. These were displayed for patients, staff and visitors to view. One card read ‘just a note to say thank you for you amazing care and help whilst looking after me’. Another read ‘your all fantastic and professional and a credit to the NHS’.

We scored the service as 3. The evidence showed a good standard. 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.

Staff understood and responded to people's individual needs. Staff completed intentional rounding to ensure patients received regular checks and that their comfort, wellbeing and personal needs were met. For example, staff ensured patients who required support with eating and drinking were offered assistance and fluids regularly. Patients told us staff were attentive and responded promptly when they needed help.

The service made reasonable adjustments to meet people's needs. Staff sought support from the learning disability liaison service when required and adapted care to support individual preferences and circumstances. For example, staff on Mary Ward described how they supported a patient to maintain regular contact with their baby and created a safe space on the ward to facilitate this. Staff also used side rooms where appropriate to provide a suitable care environment for patients at the end of life or with sensory needs.

Staff had access to interpreting and communication support to help people understand information about their care and treatment. A telephone interpreting service was available, and most staff knew how to access this when required.

The service supported people to meet their cultural, religious and dietary needs. Patients could access food options that reflected religious and cultural preferences, as well as dietary requirements related to allergies and intolerances.

Staff ensured patients had access to spiritual support when required. A chapel and multi-faith rooms were available 24 hours a day for patients, relatives and staff. Information about these facilities was clearly displayed, and staff knew how to access this support for patients.

We scored the service as 3. The evidence showed a good standard. The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

Staff supported people to have choice and control over their care, treatment and wellbeing. Care was planned in a way that reflected people's individual needs and preferences. Staff made reasonable adjustments to support people and their families to access services. For example, side rooms and flexible visiting arrangements were provided for patients with a learning disability, those living with dementia and people with complex needs.

The trust supported John's Campaign, which promotes the involvement of carers and family members for people living with dementia, confusion, anxiety and other complex needs. Staff recognised the value of carers in supporting patient care and decision-making. Information about the campaign and support available to carers was clearly displayed across the service.

People were supported to maintain relationships that were important to them. Visiting arrangements were flexible, and staff welcomed and supported relatives and carers. Patients and relatives spoke positively about the approach of staff, and some wards had dedicated spaces where families could spend time together.

The service promoted independence and enabled people to receive care in the most appropriate setting for their needs. For example, eligible patients could receive treatment through hospital-at-home services, allowing them to receive care safely while remaining in their usual place of residence.

We scored the service as 3. The evidence showed a good standard. 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.

Staff responded promptly to people's immediate needs. Patients had access to call bells and we observed these were within reach and answered in a timely manner. Staff were visible on wards and available to provide support, information and reassurance when needed. Patients told us staff generally responded quickly to requests, including requests for pain relief and information about their care.

Staff identified and responded to risks that could affect people's health and wellbeing, including falls and pressure ulcers. Risks were assessed and care was planned to meet patients' needs. The service used a bay-tagging system to identify patients requiring enhanced observation, including those with high dependency needs or at risk of falls. We observed staff and the wider multidisciplinary team working together to ensure these patients received appropriate support and supervision.

Staff recognised and responded to changes in patients' needs. Patients who required additional support because of confusion or a risk of intentional or unintentional harm were referred to the enhanced care team. The team provided 1 to 1 support based on an assessment of each person's needs, preferences and wellbeing. During the inspection, we observed staff interacting with patients in a compassionate and person-centred way, adapting the level of support according to individual needs.

Patients appeared well cared for and had access to items that promoted their comfort, safety and independence. We saw patients had access to drinks, mobility aids and visual aids where required, and staff regularly offered refreshments.

Patients attending the medical day care unit received treatment in comfortable recliner chairs, helping to improve their comfort and experience while receiving care.

We scored the service as 3. The evidence showed a good standard. The service cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centered care.

Staff told us they felt respected, supported and valued by their colleagues and leaders. Most staff said they were able to take regular breaks and had access to appropriate rest areas. Breaks were coordinated at the start of shifts, and leaders supported staff wellbeing through flexible working arrangements and reasonable adjustments where required.

The service promoted staff wellbeing through a range of trust-wide initiatives, including mindfulness sessions and opportunities for staff to connect with colleagues. Staff had access to wellbeing resources and support services, including an employee assistance programme, occupational health services, mental health support and a staff psychology service. Information about available support was clearly displayed across clinical areas.

The service recognised and supported the diverse needs of its workforce. Internationally recruited staff told us they felt well supported both professionally and personally when transitioning to working in the UK. Staff said managers were supportive of development opportunities, flexible working requests and extended leave arrangements to help maintain work-life balance. Nurses described positive experiences of career development support and investment in their professional growth.

Staff had regular opportunities to provide feedback, raise concerns and contribute to service improvement. Most staff felt able to speak up and said their views would be listened to and acted upon. Team meetings were held regularly and were used to share service updates, learning from incidents, mandatory training requirements and other relevant information.

The trust had taken steps to support staff who experienced violence and aggression at work. Information was displayed throughout the hospital highlighting a zero-tolerance approach to abuse of staff, and staff told us they received support and debriefs following incidents when required.

The service recognised and celebrated staff achievements, including through staff awards programmes. Appraisals included discussions about performance, wellbeing and career development, helping staff identify opportunities for future progression.