HCA Healthcare UK The Christie Private Care

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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.

At our last assessment we rated this key question outstanding. At this assessment the rating remained the same. This meant people were truly respected and valued as individuals; and empowered as partners in their care in an exceptional service.

We assessed 5 quality statements.

The service was exceptional at treating people with kindness, empathy, and compassion and in how they respected people's privacy and dignity. The service was exceptional in how they listened to and understood people's needs, views and wishes. Staff provided highly personalised care that fully reflected each person’s needs, preferences, strengths, culture and background. Staff responded to people's needs in the moment and acted to minimise any discomfort, concern or distress.

The service had a strong commitment to staff wellbeing and ensured teams were consistently supported to deliver outstanding, person‑centred care. Staff always treated colleagues from other organisations with kindness 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.

We scored the service as 4. The evidence showed an exceptional standard. 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.

Patients we spoke with consistently described exceptionally positive experiences throughout their care and treatment journey. They praised staff at all levels for the high standards of compassion, privacy, and dignity shown.

Patients often described the care they received as ‘exceptional’, ‘first class’ and ‘amazing’ and said staff would go above and beyond to support them. They told us that staff were extremely caring, welcoming, kind, professional and compassionate.

Patient feedback data taken from surveys from November 2024 to November 2025 showed consistently outstanding results. Radiotherapy (82 responses) and inpatient services (552 responses) reported an average of 99% ‘excellent’ ratings for respect and dignity questions.

Feedback from support groups repeatedly praised staff for their expertise, compassion and ability to guide discussions sensitively.

Patients sent thank you cards and emails to staff across the different departments who had been involved in their care and treatment. This included radiotherapy, oncology, haematology, reception/admin, allied health professionals, complementary therapy and psychology. Their words highlighted the kindness, warmth and attentive listening demonstrated by staff. A common theme was how the staff had helped their treatment become easier or more bearable.

We reviewed ‘reasons to be proud’ case studies across the different medical care departments and observed numerous examples, through patient stories and feedback, of staff going above and beyond to support patients. One patient described how a staff member had made exceptional efforts to source their preferred brand of medication when it was difficult to obtain. Other patient stories included how staff went to great lengths to create meaningful experiences for patients approaching the end of life. Staff had organised personalised celebrations that reflected what was most important to the individuals and their families, allowing them to make cherished memories together. These examples demonstrated how staff had proactively coordinated practical arrangements and worked creatively to deliver special experiences.

External partners told us that staff delivered care that consistently reflected kindness, empathy, compassion and respect. They gave examples of how privacy and dignity were maintained through discreet assessments, appropriate sharing of information and advocating for patients’ wishes throughout their care. Staff also used quiet rooms and private spaces for sensitive discussions or telephone calls.

We scored the service as 4. The evidence showed an exceptional standard. The service treated people as individuals and was exceptional in how they made sure people’s care, support and treatment met people’s needs and preferences. The service took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Patients’ communication needs were met to enable them to engage in their care, treatment and support to maximise their experience and outcomes. External partners told us they observed staff taking time to understand what matters most to patients and families, and adapted communication to meet their individual needs. We saw evidence of this in patients records we looked at and staff gave examples of tools they used such as translated materials and picture‑based tools.

Support group sessions helped patients explore both the challenges they faced and their personal strengths. Facilitators encouraged shared learning and introduced simple psychological models and coping strategies to help patients manage the emotional impact of cancer. These included approaches that promoted self‑compassion, emotional regulation and positive reflection, as well as tools to support problem‑solving, cognitive and emotional coping. Patients were given practical resources to help apply these techniques, which supported flexibility in how they responded to different types of distress.

Patients referred to the radiotherapy service typically underwent an in-person holistic needs assessment prior to their treatment, where a trained member of the radiotherapy team spent time with the patient to understand them more fully as a person, in addition to their understanding of their upcoming treatment. Staff used this appointment as an opportunity to identify any additional needs or concerns that the patient might have prior to undergoing their course of radiotherapy. Radiotherapy staff could refer the patient to psychological support at any time, record and consider any personal requests regarding their treatment regime and make better acquaintance with the patient to improve their experience. The radiotherapy team felt that this was a key strength of the service they provided and told us that patients highly valued the sessions.

One patient told us they felt they were treated as a person rather than a condition and highlighted the personalised and respectful approach taken by staff.

Psychologists regularly worked with patients nearing the end of life or those with very limited prognoses, providing tailored emotional support to both patients and their families. They continued their involvement even after medical treatment had ended, offering sessions in person or via video when patients were too unwell to attend. Psychological work focused on helping patients prepare for the future, including communicating with loved ones, creating personal mementos, and exploring preferences for end‑of‑life arrangements. Support also addressed practical decisions and concerns, helping patients reflect on what mattered most to them when time was short.

Staff demonstrated a strong commitment to providing care that respected and responded to patients’ individual preferences, religious and cultural needs. We saw several examples from ‘reasons to be proud’ case studies across the departments. For example, staff had worked collaboratively to accommodate patient’s cultural and personal preferences during radiotherapy treatment. The team adjusted appointment times and staffing arrangements to ensure the patient could maintain important religious practices and feel comfortable during treatment.

A further example involved an inpatient who had been scheduled for admission during an important religious holiday. The pre‑operative team had informed the ward in advance, and staff arranged cultural‑awareness training to better understand and support the patient’s needs. They said the training had improved their understanding and strengthened their ability to provide personalised, respectful care for patients with diverse cultural backgrounds.

Cultural and religious diets were catered for such as halal, kosher, vegetarian and vegan. Patients could access the chaplain service and multifaith prayer room.

We scored the service as 4. The evidence showed an exceptional standard. The service was exceptional at promoting people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

Patients were consistently empowered to make meaningful choices and control over their care, treatment and end of life care planning. Staff discussed personal choices with patients as part of their advance care planning.

Staff demonstrated exceptional commitment to understanding and respecting what mattered most to patients, including supporting bespoke personal wishes that had not previously been undertaken within the service. We reviewed a case study where a patient expressed wishes after death which were sensitively facilitated, despite this not being done before. The clinical team acted promptly and followed the required procedures to ensure the patient’s preferences were respected. Family members reported that this had provided them with comfort, knowing their loved one’s wishes had been respected.

Patients were supported to maintain independence and exercise choice and control throughout their care. There was a fortnightly ‘living with cancer’ online support group, facilitated by the senior radiographer and counselling psychologist. We reviewed patient feedback that described the group as being a safe, compassionate space to share fears, experiences and difficult emotions without judgement. Many commented that the humour and honesty within the group helped lift their spirits during challenging times. Several patients said the group had become an essential tool in their coping mechanisms, helping them feel more in control.

Further feedback from patients about support groups said the sessions helped reduce feelings of loneliness that often accompany a cancer diagnosis and how others gave them hope and reassurance about their own future.

Staff anticipated needs and provided specialist input including a range of appropriate equipment to support and maximise patients’ independence and recovery. One patient reported that, following surgery, the physiotherapy team proactively recommended scar‑management support, an aspect of recovery the patient had not previously considered. Staff arranged follow‑up appointments that included scar therapy, massage to support lymphatic management, and guidance on movement. The patient stated that this input increased their confidence to exercise and contributed to a faster recovery.

The discharge coordinator worked closely with patients who were ready for discharge, actively involving them in planning and offered them choice about their preferred time of discharge

The service actively supported family involvement by welcoming relatives and recognising the important role they play in a patient’s comfort and wellbeing. Open visiting allowed families to be present at any time, and overnight stays were facilitated wherever possible. Staff worked with families to make room arrangements that supported a calm environment, offering alternatives when space was limited and accommodating moves to larger rooms for longer stays.

For patients receiving end‑of‑life care, the service provided a comfort toiletry pack containing items such as a towel, toothbrush and shampoo. These packs were also offered to relatives who chose to stay overnight. Pull‑out beds and shower facilities were available for relatives, and staff offered food and drinks to support them during their stay.

We reviewed case studies where families and pets had been included to play a key role in helping patients manage anxiety and stress during treatment.

Staff described an example where the physiotherapy team worked quickly to source specialist equipment so a long‑term inpatient could leave the ward for the first time since admission. This meant the patient could spend meaningful time outdoors with close family members, away from the clinical environment.

We scored the service as 4. The evidence showed an exceptional standard. The service was exceptional in how they 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 prioritised and anticipated patient’s needs, views, wishes and comfort to prevent discomfort, concern or distress. For example, staff were highly responsive in supporting a patient with significant psychological trauma to access their radiotherapy treatment. The team provided personalised support by giving the patient step‑by‑step directions to the unit, shared photographs, met them at the entrance, and minimised time spent in the clinical areas. They also offered practical adjustments, such as an eye mask, to help manage environmental triggers and reduce distress.

Staff were alert to changes in health and acted immediately to keep patients safe while respecting individual preferences. For example, when a patient arrived for a reflexology session with significantly raised blood pressure, staff acted quickly to arrange a medical review and provided continued close monitoring. Staff worked with the complementary therapy service so the patient could have a reflexology session, and their blood pressure was monitored until it returned to a safe level.

Staff quickly recognised when patients needed urgent help or support. For example, staff had worked collaboratively across teams to coordinate urgent radiotherapy for a patient who had travelled a long distance. They proactively arranged access to the required equipment and anticipated the patient’s need for overnight accommodation, which they booked in advance.

Patients we spoke with described how care was in line with their needs and how the systems and transfers of care were smooth and well‑coordinated.

Staff ensured people’s dietary requirements were understood and met. These were discussed during the morning handover so that catering staff could ensure meals were provided according to the patients requirements. For example vegetarian and halal menu options were available to those who required them.

All patients we spoke with told us they liked the food and the variety of choices on offer. Food was available at all times, for example sandwiches were available for patients who didn’t want a hot meal or wanted to eat later. We spoke with the in‑house catering staff, who talked passionately about their role and described how they regularly adapted meals and prepared dishes not on the menu in response to patient requests.

Dieticians responded promptly to patient’s nutritional needs by putting tailored prehabilitation plans in place, including regular reviews and personalised supplements to meet their requirements.

We scored the service as 4. The evidence showed an exceptional standard. The service always cared about and promoted the wellbeing of their staff and was exceptional at supporting and enabling staff to always deliver person-centred care.

Leaders and managers spoke passionately about their commitment to creating a safe, supportive and resilient working environment. The service had an outstanding and extensive range of wellbeing support and benefits available to staff. This included wellbeing support such as structured physical‑health initiatives, mental‑health resources and support pathways, social‑wellbeing support, and access to financial‑wellbeing tools.

Staff could access information about the range of support initiatives and benefits online. Regular newsletters, wellbeing updates and webinars were shared with staff to promote awareness.

Mental health support included colleague trauma and bereavement programme and neurodiversity awareness programme. Physical health support included private medical cover and health screenings and menopause programme. Social wellbeing promoted staff recognition awards and committees such as the diversity and inclusion committee. Staff also had access to the mental health first aider network, employee assistance programme and a charitable fund during urgent financial hardship.

Staff had access to the in-house psychology and wellbeing team. Staff we spoke with were positive about the wellbeing support available and described the benefits of having psychological support after difficult situations. They told us that their work could be emotionally challenging, particularly when caring for patients over long periods and building close relationships with them and their families. Staff explained that losing patients could be deeply upsetting, and that the support available helped them manage the emotional toll of these experiences.

External partners provided positive feedback about the support they received and said they were treated with respect and felt valued. They said staff treated them with the same kindness and professionalism as their own teams. Staff had shown compassion and flexibility to support them through challenging periods. They said this had contributed to a positive and caring working environment.

The service fostered a strong culture of recognition and appreciation. This included staff recognition schemes such as monthly recognition awards, colleague of the year and colleague of the quarter awards. We observed posters of staff who had won awards over the previous 12 months to showcase and celebrate their positive contributions. We saw that staff across all levels had won recognition awards including nursing staff, medical staff, administration staff and catering staff.

Staff had regular opportunities to provide feedback, raise concerns and suggest ways to improve the service or staff experiences. Staff surveys were undertaken twice a year. At the time of our assessment the response rate was 73%. The service had 2 speak up champions that staff could contact to raise concerns and seek support and guidance.

The service also had a colleague council that promoted collaborative communication between staff and senior leaders. Representatives from all departments came together to discuss colleague feedback on current issues and identify ways to continually improve the working environment.

The service had a structured process for staff to request resources or equipment to improve the service or their working conditions. Staff told us that leaders provided a timely and considered response to their requests. We reviewed the completed request log and saw that staff were well supported and that their requests were taken seriously and acted upon. This included the creation of additional quiet‑room space to support staff when holding difficult or sensitive conversations, purchasing new equipment to enhance care and improve efficiency, and relocating an office to provide a more suitable working environment.

The service had a working time policy that outlined the limits on weekly working hours and entitlements to rest periods and breaks. Staff we spoke with were happy with their working conditions and felt well supported.