Following an independent assessment carried out on behalf of Macmillan Cancer Support, the Centre exceeded the level required to retain the national award for a further three years.
The achievement comes as the Cancer Wellbeing and Support Centre celebrates its fifth anniversary on Tuesday 28 July. Since opening in 2021, the Centre has provided thousands of people affected by cancer with information, practical advice and emotional support in a welcoming, non-clinical environment, while working alongside the Trust’s cancer services to improve the overall experience for patients and their families.
In the last year the Centre has supported more than 6,000 people affected by cancer, helping them and their families and carers access emotional support, practical advice, financial guidance and local services. The milestone reflects the growing demand for the service and the dedication of the team and volunteers who support it.
Funded through a £625,000 redevelopment by QEHKL Charity, the purpose-built Centre offers a safe and confidential space where patients, carers and families can access information and support following a cancer diagnosis. Services include emotional wellbeing support, practical advice, financial guidance, signposting to local services, support groups and complementary therapies.
The Macmillan Quality Environment Mark recognises cancer care environments that are welcoming, accessible and designed around the needs of patients, carers and families. Assessments focus on four key areas:
- Design and use of space
- User journey
- Service experience
- User voice
The Cancer Wellbeing and Support Centre achieved the highest overall five-star rating, reflecting the dedication of staff and volunteers to creating a calm, supportive and person-centred environment.
Karen Lewis, Senior Quality and Risk Specialist at DNV Business Assurance Services UK Limited, who carried out the assessment on behalf of Macmillan, said: “The Cancer Wellbeing and Support Centre at The QEH exceeded the level required to retain the Macmillan Quality Environment Mark (MQEM). A particular strength of the centre is the quality of the physical environment. Rooms are spacious, bright and benefit from abundant natural light. Décor, artwork and furnishings have been carefully selected to create a calm and uplifting atmosphere, while individual rooms support confidential discussions and enhanced privacy for complementary therapies.”
Karen added: “Staff have a very good understanding of the MQEM requirements, ensuring information was readily available for the assessment. Users consistently described the centre as clean, homely and supportive, reflecting the strong commitment of staff and volunteers to maintaining a high-quality environment.”
Vicky Mitchell, Macmillan Information and Support Manager at The QEH, said: “Retaining the Macmillan Quality Environment Mark is a fantastic achievement and one that everyone involved with the Centre should be incredibly proud of. As we celebrate our fifth anniversary, it is wonderful to see the dedication of our staff and volunteers recognised through this nationally respected award.
“The assessment is centred on the experiences of the people who use our service, so it is especially rewarding to know our patients and their families consistently describe the Centre as welcoming, supportive and compassionate. Their feedback helps us continually develop the service and ensure we provide the very best support for everyone affected by cancer.”
Dawn Collins, Chief Nurse at The QEH, said: “This award is a testament to the compassion, professionalism and commitment of our Cancer Wellbeing and Support Centre team and volunteers, who make such a positive difference to patients and their loved ones every day.
“Cancer care extends far beyond diagnosis and treatment. Having a dedicated space where people can access information, emotional support and practical advice in a welcoming environment is incredibly important. Retaining this national recognition as the Centre marks its fifth anniversary is a wonderful achievement and everyone involved should be extremely proud.”
Emma Lambert, who has accessed support from the Cancer Wellbeing and Support Centre, said: “Initially, I was apprehensive about coming to the Centre and wasn’t sure if it would be for me, but from the moment I walked through the door I felt welcomed, listened to and supported. At what was a very difficult time for me, having somewhere calm and comfortable to talk, ask questions and access practical and emotional support made such a difference to me and my family.
“The different courses and support have had such a huge impact on me emotionally and mentally. They have helped me develop a completely different mindset and given me an inner calm, while meeting other people who understand what I’m going through has made me feel less alone. Knowing that this support was there alongside my treatment gave me reassurance and helped me see that there is light at the end of the tunnel.
“I would encourage anyone who has been newly diagnosed or is unsure whether the Centre is for them to just reach out and give it a try. You can get involved as much or as little as you want, whether that’s coming in for a coffee, taking part in a course or simply talking to someone. It’s wonderful to see the Centre receive this recognition and I hope it continues to be there for many more people affected by cancer.”
The independent assessors praised the Centre’s welcoming atmosphere, thoughtful design and strong focus on patient privacy, dignity and wellbeing. Feedback from patients throughout the assessment was overwhelmingly positive, with users consistently describing the Centre as clean, homely and supportive.
Since the previous MQEM assessment, the Centre has continued to enhance the support available for people affected by cancer. One of its standout developments has been its partnership with Alive West Norfolk, delivering a tailored physical activity programme to help patients living with and beyond cancer improve their health, wellbeing and confidence during and after treatment. Following its success, funding for the programme was extended, enabling more patients to benefit, and the partnership was recognised with the Working Together Award at The QEH’s Team QEH Awards in 2025.
Ends. Notes to editors; For media enquiries only, please contact Communications Team, media.enquiries@qehkl.nhs.uk or 01553 613216. For all other enquiries, please contact QEH Switchboard on 01553 613613.
- The Cancer Wellbeing and Support Centre opened on 28 July 2021 following a £625,000 redevelopment funded by QEHKL Charity
- The Macmillan Quality Environment Mark (MQEM) is awarded to cancer care environments that provide high-quality, patient-centred spaces and experiences
- Successful services retain the award for three years before undergoing reassessment
- MQEM assessment date: Thursday 9 July 2026
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