Young Inspectors visit to Warwick Hospital MacGregor Ward

Healthwatch Warwickshire's young inspectors team visited the MacGregor Ward at Warwick Hospital on 6 September 2025.

Overall, the Young Inspectors were very positive about the care provided on MacGregor Ward. They consistently observed compassionate, patient-centred care and a strong culture of listening and improvement. Staff were described as kind, professional and highly responsive to the individual needs of children and young people, particularly those who are neurodivergent or experiencing mental health crisis. Leadership on the ward was seen as proactive, reflective and committed to ongoing improvement.

The physical environment of the ward was generally welcoming and appropriately child-friendly. The waiting room was described as bright and engaging, with murals and sensory features that appealed to children of different ages. However, the Young Inspectors noted that some features, such as the bubble tube and background noise, could be overwhelming for neurodivergent children if not used flexibly. They recommended clearer communication to families about how sensory features can be switched on or off according to individual needs.

While the Playroom, Sensory Room and Adolescent Room were all viewed very positively, some clinical areas were felt to be overly plain and institutional in appearance. In particular, the blood test room and emergency treatment room were described as highly clinical environments that would benefit from decoration, visual distraction and more comforting design features. Storage limitations were also identified as an ongoing issue, resulting in cluttered corridors and equipment being stored in inappropriate areas.

The Young Inspectors recognised strong practice in relation to neurodiversity, mental health and trauma-informed care. The ward benefits from a dedicated Lead Nurse for Neurodiversity and Crisis, whose role was seen as making a significant positive impact on both patient experience and staff confidence. The availability of sensory supports, regulation spaces and personalised care plans was highlighted as good practice. However, the report noted that information about how to access some of these supports, particularly the Sensory Room, was not always visible or clearly explained.

Staff training was identified as a major strength of the ward. Most staff have completed specialist training in autism, learning disability, mental health, trauma-informed care and de-escalation. Staff demonstrated a strong understanding of behaviour as communication and prioritised relationship-based approaches to managing distress. Young Inspectors were particularly reassured by the emphasis on de-escalation and the use of sedation only as a last resort.

Children and young people were generally supported to feel heard and involved in decisions about their care. The use of “All About Me” questionnaires, opportunities for young people to speak privately with staff, and access to quiet, private spaces were all seen as positive. However, the report acknowledged that capturing direct feedback from children and young people remains challenging, particularly with a reliance on digital feedback tools. Physical feedback methods were found to be more effective.

Significant challenges were identified in relation to mental health pathways, particularly long waits for CAMHS assessments. Staff and patients described the emotional impact of delayed assessments and repeated admissions, with ward staff often having to advocate strongly on behalf of young people. Despite these systemic pressures, staff were praised for supporting young people to feel safe while they waited for appropriate assessments and treatment.

The report also highlighted issues with some facilities, including unsuitable shower design, limited temperature controls and food menus that do not adequately meet the needs of young people with sensory sensitivities or restricted diets. The Young Inspectors emphasised that flexibility around food and personal care is important to support recovery and reduce distress.

In conclusion, the Young Inspectors found MacGregor Ward to be a caring, well-led and reflective service with a strong commitment to improving experiences for children and young people, especially those with complex needs. While a number of practical improvements were recommended, these were seen as building on an already strong foundation of good practice. Warwick Hospital welcomed the feedback and recommendations and confirmed its commitment to continued improvement, inviting the Young Inspectors to return in 12 months to review progress.