The couple surprised a room full of volunteers and staff from Imperial Health Charity, a moment one nurse later described as surreal. William greeted the group with a cheerful “happy new year,” joking as he glanced at his watch that it was still acceptable to say so.

Kate took time to highlight the emotional labour involved in healthcare and volunteering, noting that it often goes unnoticed. She spoke about empathy, kindness and compassion, saying these qualities frequently extend far beyond any job description yet play a vital role in patient recovery and wellbeing.

Volunteer Maureen Gilmour, who supports people undergoing chemotherapy, explained to the couple that patients and their loved ones often spend hours waiting. Kate responded quietly and knowingly, briefly touching William’s shoulder as she said, “I know.”

Moments of calm inside the hospital walls