- Independent hospital
The New Victoria Hospital
Assessment report published 1 July 2026
Contents
Ratings - Outpatients
Our view of the service
Date of assessment: 14 April to 15 April 2026
We assessed the New Victoria Hospital outpatient department (OPD) using our comprehensive inspection methodology and carried out an announced inspection on 14 and 15 April 2026. New Victoria Hospital is an independent healthcare hospital located in Kingston Upon Thames. In August 2025, New Victoria Hospital was acquired by Metabolic Services Limited as part of Bupa.
The OPD provides outpatient clinics to predominantly private patients, where patients of all ages were seen for care and treatment without being admitted as inpatients. The OPD clinics were generally consultant-led but also offered a range of nurse-led interventions. Since our last assessment, the OPD services have expanded, increasing their capacity for services. When we visited, the OPD department housed 14 consulting rooms rented by consultants, 2 treatment rooms,1 gynaecology suite, 1 audiology room, 1 cardiac diagnostic room & 1 phlebotomy room. Consultants used the rooms for consultations, including minor medical and surgical treatments.
The figures for March 2025 to March 2026 show the total number of adult patients seen by the OPD was 50,389. Of this, the 3 highest numbers for specialist clinics were in haematology, 5,070, Ear, Nose and Throat (ENT) 3,782 and dermatology at, 3,335. Figures from the same period showed for patients who were categorised as Children and Young People (CYP) aged from 0 to 18years, the total number seen was 5,991. The 3 highest numbers for specialist clinics were in ENT 1204, Gastroenterology 1,229 and Orthopaedics 1,030.
During this assessment, we did not assess the private GP service and the separately housed outpatient physiotherapy service.
At our last assessment, we rated the OPD as good. At this assessment, the rating for the OPD remained good
People's experience of this service
When we visited, the patients we spoke to were consistently positive. They told us they were happy with their experiences of the clinical care they had received. Patients told us referrals to the service were acted on quickly, and staff treated them with kindness and compassion. Patients said that the hospital was clean and that staff took precautions to control infection, such as washing their hands before caring for them. The only negative comment that we heard was that a patient had experienced a lengthy wait at the main reception, but this was over a year ago and had not reoccurred.
We observed staff taking time to reassure patients and answer their questions. Maintaining good standards of hygiene, such as cleaning of instruments used after each patient consultation. Staff were consistently bare below the elbow and adhered to the hospital’s uniform policy.
When we reviewed the patient survey information, we saw that what patients told us was reflected in the feedback they provided to the service. We checked feedback forms that confirmed patients had rated their care as overall excellent or good.