HCA Healthcare UK The Harborne Hospital

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• 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.

This is the first assessment for this outpatient service. This key question has been rated 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.

We found that the service treated people with kindness. Staff introduced themselves to patients and were described by patients as approachable, supportive and helpful. This was reflected in the September 2025 patient experience dashboard, where 99% of respondents reported that they had confidence and trust in the staff caring for them. The environment supported privacy, with consultation rooms designed to allow confidential discussions, clearly marked when in use to prevent intrusion, and the option of a chaperone offered to patients. In the same survey, 99% of patients confirmed that their privacy and dignity were maintained throughout their attendance. However, some patients told us that the signage in consultation rooms informing them of their right to request a chaperone was quite small, and that they would not have noticed it had the consultant not pointed it out.

Staff told us they felt part of a positive and supportive team within outpatients and reported that they enjoyed working at the hospital.

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.

We observed that staff treated patients as individuals and adapted their approach to meet each person’s needs. Staff demonstrated sensitivity to patients’ concerns, tailoring both their communication and care accordingly.

The service had a range of measures in place to support accessibility and inclusion. A hearing loop was available at reception, and information leaflets could be provided in different languages, with ongoing work to expand the range available. The service also ensured that same-sex staff were available to act as chaperones where requested, supporting patient dignity and individual preferences.

The department also had access to religious and cultural resources, including a multi-faith room equipped with materials from various faiths for patients and staff to use for reflection or prayer. Staff had completed training in equality, diversity and human rights, as well as dementia and autism awareness, supporting them to provide person-centred, inclusive and responsive care.

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 provided patients with clear information about what to expect before treatment and how to prepare appropriately. We observed both medical and nursing staff taking time to explain treatment options in a way that was easy to understand, using plain language and ensuring patients felt informed. Staff checked understanding throughout, encouraging patients to ask questions and clarifying information where needed.

During appointments, doctors engaged patients in detailed discussions about their treatment options and worked collaboratively to agree care plans. For example, in one consultation we observed, the consultant used a model and visual aids to support their explanation, enabling the patient to better understand their condition and the proposed interventions. The consultant also sought the patient’s views throughout, demonstrating a clear commitment to shared decision-making and involving patients in planning their care.

Patients told us they were provided with additional written information to take home, which they found helpful for themselves and for sharing with family members. This supported ongoing understanding and involvement beyond the consultation. The September 2025 patient experience dashboard reflected this positive feedback, with 99% of patients reporting that their consultant had explained everything in a way that was easy to understand.

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 needs and took steps to reduce any discomfort, concern or distress. For example, we observed a patient who explained they had back-to-back appointments and asked whether they could be seen on time or earlier. The nurse acknowledged the patient’s situation, communicated this to the consultant and the patient was accommodated slightly ahead of their scheduled appointment time.

The environment also supported comfort and convenience. Hot drink machines and water coolers were available in the waiting areas for patients and relatives, helping to create a welcoming and supportive atmosphere.

When patients were required to remain in the department longer than expected, staff offered refreshments and checked on their wellbeing, ensuring they felt cared for and that their basic needs were met.

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-centred care.

The service promoted staff wellbeing and supported them to deliver person-centred care. Outpatient staff told us that during their appraisals they were encouraged to discuss their development needs and share ideas for improving the service. Staff also described feeling well supported during difficult periods. One member of staff told us that when a colleague passed away, many team members were affected, and leaders made themselves visibly available, checking in with staff and reminding them that their door was always open if they needed to talk. The service also offered access to counselling for those who preferred to speak to someone outside their management team.

Further details about workforce wellbeing and enablement can be found in the medical care report.