HCA Healthcare UK The Harborne Hospital

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• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

This means we looked for evidence that the service met people’s needs.

This is the first assessment for the diagnostic imaging service. This key question has been rated good. This meant people’s needs were met through good organisation and delivery

We have not awarded this service a score for Responsive.

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

The service made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

People who used the service told us their needs were considered and that scan procedures were carried out in line with their expectations and preferences.

Staff discussed people’s individual clinical and personal needs with them before commencing scans. Staff gave examples of how they adapted care to support people who may feel anxious. For instance, staff described supporting a patient who was claustrophobic by arranging for them to attend earlier than their scheduled appointment so they could familiarise themselves with the MRI scanner. Where possible, staff also adapted the patient’s position so they could enter the scanner feet first rather than head first. Staff explained that if the patient did not feel comfortable proceeding, the appointment would be rearranged, and the same supportive approach would be repeated on another day. During this process, staff ensured the patient understood the importance of the MRI scan while respecting their readiness to proceed.

We observed positive interactions between staff and people who used the service. Staff demonstrated a good understanding of people’s needs and carried out scan procedures appropriately. We also saw staff clearly explain procedures to patients, for example when discussing what to expect during an invasive steroid injection procedure.

The service understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

Staff described effective communication within the department and strong collaboration with other services. During the assessment, we observed positive interactions between radiology and administrative staff, demonstrating good working relationships within the team. Staff also told us they maintained regular contact with outpatient teams. This enabled them to make efficient use of available capacity; for example, if a scan slot became available and a patient required imaging, they would try to accommodate the patient on the same day.

The service provided scan appointments on weekdays and, at the time of the assessment, had plans to introduce Saturday clinics to increase availability. The service also undertook scans for NHS patients at designated times during the week. Staff explained they had an established and effective working relationship with the local NHS trust, and that sharing imaging results and information was efficient.

Patients were greeted at reception before their scan. The reception area was visibly clean and welcoming, and refreshments were available while patients waited. Some patients told us they would have liked additional written information, such as leaflets explaining their scan, that they could read while waiting. However, all the patients we spoke with told us they were satisfied with the service and their overall experience.

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

Interpretation services were available for patients who did not speak English as their first language to help ensure patients understood the information provided and were able to give informed consent. The service could also provide written information in different languages upon request, including easy-read formats where required. This supported patients with a range of communication and literacy needs to better understand information about their care. During our observations, staff took time to check patients’ understanding of their appointments and procedures, which helped reduce potential communication barriers.

Patient feedback data from quarter 4 of 2025 indicated positive experiences regarding communication. In response to the question, “Before your imaging was the procedure explained to you?”, 97.67% of respondents rated out of 43 surveys which had been completed. Similarly, when asked, “If you had questions to ask about your imaging, were you given answers in a way you could understand?”, 97.44% of respondents gave a rating of excellent or very good.

Staff told us that appointment confirmations were sent to patients along with additional information about their upcoming scan via email. However, some patients we spoke with were not aware that this information had been provided and said they mainly focused on the appointment time included in the communication.

The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result.

The service actively sought feedback from patients through surveys and listening events. Patients were also provided with information on how to raise a concern or make a complaint. Patients we spoke with told us they felt confident about who to approach if they wished to raise an issue. Complaints were reviewed through departmental and governance meetings and were investigated in line with the service’s complaints policy.

During our observations, we saw staff engaging with patients and encouraging them to share feedback about their experience. Staff took time to check if patients had any questions or concerns and responded appropriately where feedback was provided during the appointment.

Staff also involved patients in decisions about their care by explaining procedures clearly and giving them the opportunity to ask questions before scans took place. This helped ensure patients understood what would happen during their appointment and supported them to make informed decisions about their care.

The service shared a complaints log covering the previous 12 months for the imaging department. The log recorded the concerns raised, the actions taken, and the outcomes for each case. Complaints were managed in accordance with the service’s complaints policy, and formal complainants received written responses outlining how their concerns had been reviewed, the findings of the investigation, and any actions taken to reduce the likelihood of similar issues occurring in the future. This demonstrated an open and learning-focused approach to managing complaints.

The service made sure that people could access the care, support and treatment they needed when they needed it.

Patients could access the service through several routes, including self-pay or referral through their NHS hospital.

People who used the service told us they were able to access scans promptly and did not experience long waits when booking their scan or when attending their appointment. Patients said they received clear information about the expected timelines for their scan and the reporting process.

However, some patients we spoke with were not aware that the hospital had its own car park, which was free for patients attending appointments. The radiology manager told us that information about how to access the hospital and its parking facilities was included in the emails sent to patients with their appointment details.

Staff told us they made reasonable adjustments to support patients’ individual needs. For example, additional support was provided for patients with mobility difficulties to help them access the service safely.

We were informed that there was sufficient radiographer cover to support service delivery, including the same-day scan service, which required a radiologist to triage referrals.

The service did not formally audit whether appointments started on time. However, leaders and staff told us that if delays occurred, patients were informed in advance where possible and offered the option to reschedule their appointment rather than wait.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

The service monitored patient feedback data to identify whether people of different genders reported different experiences when using the service. However, this analysis did not extend to other characteristics such as culture, ethnicity or race.

Despite this, the service had taken steps to support inclusivity and address potential barriers to care. For example, the provider maintained a publicly accessible diversity, equity, inclusion and belonging hub, which provided information and resources to promote inclusive practice. Staff had completed training in learning disability and autism awareness. Staff we spoke with demonstrated an understanding of the communication and comprehension barriers some patients may experience. They told us they worked with colleagues and patients to ensure information was communicated clearly and that care was delivered in a way that met patients’ individual needs.

The provider also had an equality and diversity policy which outlined its approach to promoting equal opportunities. The policy included guidance on preventing discrimination, including in relation to protected characteristics under the Equality Act, and highlighted the importance of staff applying these principles consistently when making decisions about care and treatment.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future.

During our observations, we saw staff discussing scan procedures with patients before their appointment took place. Patients we spoke with told us they were satisfied with the explanations provided and felt informed about the process.

The nature of the diagnostic imaging services provided meant that most patients attended the service for a single appointment, unless multiple scans were required as part of their assessment.

Due to the type of service provided, there was generally no requirement for the service to deliver routine aftercare or follow-up appointments. However, patients were given information following their scan about who to contact if they had questions about the procedure or the reporting of their results. Responsibility for any ongoing care or treatment remained with the referring clinician or organisation.