Experience of compassionate care from the perspectives of people with head and neck cancer: a cross-sectional study

Purpose: Compassionate care – recognising and responding with empathy to patients’ physical and emotional suffering – is essential in oncology, particularly for patients with head and neck cancer (HNC), who typically face such challenges. This study examined patient’s experience of compassionate care during postoperative hospitalisation, with attention to rural–urban differences. Methods: A cross-sectional quantitative study was conducted with patients who underwent surgery for HNC at Chris O’Brien Lifehouse. Participants completed the 15-item Sinclair Compassion Questionnaire (SCQ) and an open-ended question about their overall care experience. Demographic and clinical data were collected from medical records. Descriptive statistics were used to summarise the data, and Mann-Whitney U tests compared SCQ scores between rural and urban patients. Open-ended responses were analysed using content analysis. Results: Participants (N = 40) reported high levels of compassionate care, with a mean SCQ score of 69.9/75 (SD = 7.29). No significant difference in overall SCQ scores was found between rural and urban participants (p = .165). However, rural participants reported lower scores on one item: “I had a good relationship with my healthcare providers” (p = .046). Content analysis of 28 open-ended responses identified five strengths: staff compassion and empathy, professionalism, continuity of care, inclusivity and respect, and a supportive environment. Areas for improvement included care consistency during weekends, communication around pain management, and staff availability. Conclusion: Participants reported a high compassionate care during admission, contributing to positive hospital experiences. Attention to rural patient-provider relationships and weekend care consistency may assist with equitable, person-centred care.