New Victoria Hospital Avis 

I am writing to formally express my disappointment with the level of service and communication I have received from this clinic.

Unfortunately, my experience has been consistently negative, and I believe several issues require serious attention.
1. Repeated last-minute appointment changes
On multiple occasions, my appointments have been changed at very short notice.
This has happened at least 3 times( last one today), and I have evidence to support this.
The most recent example was particularly unacceptable: my appointment was scheduled for 1:30 pm tomorrow litterllay, but it was unilaterally moved to 5:30 pm on a Sunday(today), when the clinic is closed and there was no practical possibility for me to contact anyone, cancel, or rearrange my schedule.

I was not called, consulted, or informed with reasonable notice. The change was simply imposed on me, despite the fact that I work and need to organise my time accordingly. Patients cannot be expected to remain available at the clinic’s convenience, especially when changes are made at the last minute without proper communication.

2. Poor communication between reception and medical staff
I was under the care of Dr Jay Seth, a urologist, and unfortunately the communication process managed by reception was extremely poor.

The clinic provides a direct phone number, but this number redirects patients to email communication. Despite this, the correct contact details were not properly communicated to the doctor. As a result, the doctor did not have the correct number to contact me, and I missed the phone consultation due to an administrative error that was not caused by me.

When I raised this concern and provided feedback about the service failure, instead of addressing the issue professionally, I was told by a member of reception, Cloe, that my behaviour was considered rude and that I would no longer be allowed to see the doctor= ABUSE OF POWER.

I find this response completely inappropriate. I was not being disrespectful; I was expressing a legitimate concern about a service failure that directly affected my medical care.

Patients should be able to provide feedback without being penalised or dismissed.

Furthermore, I was informed that I could potentially be charged a fee for missing the appointment. This is unreasonable, considering that the failure to establish communication was caused by incorrect information being provided to the doctor.

3. Lack of support and continuity of medical treatment
I continued my treatment with Dr Jay Seth despite Miss Cloe tried to dismiss me unfairly because I require specific medical care that cannot simply be interrupted.

However, I was informed that the doctor would be unavailable for two weeks, without any prior communication or appropriate support from him and the reception team.

Given the nature and urgency of my treatment( I have a cronic issue and pain) this was extremely concerning.

Instead of helping to find a solution, I was simply told that I would have to wait more than 2 weeks for the following up.

I ultimately had to contact the hospital management myself in order to arrange an appointment with another doctor who could cover the situation on behalf of Dr Seth.

My question is: why was this solution not offered by the reception team LONDONBLADDER in the first place? Why did I, as the patient IN PAIN, have to find a solution myself instead of receiving appropriate assistance from the clinic?

4. Lack of patient-centred care
The overall impression I have received is that there is a lack of consideration, flexibility, and understanding towards patients.

I have private medical insurance and I pay for access to healthcare services. This should mean receiving a professional, organised, and patient-focused service. Instead, I repeatedly feel that I am expected to adapt entirely to the clinic’s availability and internal organisation, regardless of my own circumstances.

I understand that occasional changes can happen, but repeated last-minute cancellations, poor communication, and a lack of willingness to find reasonable solutions are NOT acceptable.

Healthcare should be based on cooperation, respect, and support. Unfortunately, my experience has been the opposite.
I strongly recommend reviewing your appointment management procedures, communication between administrative staff and doctors, and the way patient concerns are handled.
Based on my experience, I would advise other patients to carefully consider whether this clinic is the right choice, as the level of organisation and patient care I have experienced has been deeply disappointing.

Perfect experience. I had surgery here and the care I received was amazing. Every staff member from surgeons, nurses and even catering staff all gave 110% service and their efforts showed. A very well run hospital. The only improvement I can suggest is a vending machine for visitors and patients who may want a snack. Drinks are available but not food items for those visiting. I must add that the food menu for patients is very generous and the food is to a very high standard. I was made to feel important from start to finish. I highly recommend this hospital. Cleanliness was to a high standard also. 5* service. 10/10 from me.

Ref V00002008513,ETT - I was called the day prior to my appointment for 2 cardiology tests, informing me that one of the 2 machines had broken. I asked to be called back in the morning by a certain time to confirm if fixed, so i could make the trip to the hospital. No call received; i tried calling the hospital and was listening to hold music for 20 minutes, then had to hang up to attend a work call. First time using this hospital and first impression is really not positive folks.

Theyjust don't answer the phone. 3 times today for a total of 28 mins - no answer just hold nonsense.

Reading these honest reviews, i feel like I have dodged a bullet.

The consultant and the hospital lost the result of a test I really needed to get. Massive fees to get it done, obviously taking time off work, which is inconvenient and the procedure of taking the test was extremely painful and unpleasant. Now my consultant very casually informed me via email that the sample has been lost. There was no apology either. Quite terrible service for the amount of money you pay actually.... Plus, my appointment was 30 minutes later than what I booked, which resulted in me missing an important work meeting. What a disappointment. Will not be using the services of New Victoria Hospital again. For this much money, you expect convenience, results and respect for patient's time.

The medical staff at NVH were genuinely excellent!! I received high‑quality care, and I have no complaints about the treatment itself. Unfortunately, that’s where the positive experience ends.

What completely shocked me was the lack of transparency around fees. After my consultation, I had routine blood tests taken — a standard part of the procedure. At no point prior to the procedure, was I told what these tests would cost. I assumed they would be priced similarly to other private hospitals.
Only after the blood draw was completed was I handed a “receipt” showing £800+ for the tests. This already felt excessive, but I didn’t challenge it because my insurance would cover it.
However, when the charges were passed through to my insurer, the cost had increased to over £1,100 — more than half of my outpatient allowance, for a single blood test!

When I contacted my insurer, they said they couldn’t discuss the hospital’s pricing structure. When I contacted NVH, they insisted everything was done “according to policy” and showed zero willingness to acknowledge the lack of transparency or explain why insured patients are billed so much more.

What’s worse is that insured patients appear to be charged around 30% more than self‑paying patients for the exact same test. This feels misleading, unfair, and frankly disingenuous.

Bottom line:

Excellent medical staff and facilities.
Unacceptably opaque and inflated pricing.
Feedback dismissed entirely.

If you choose NVH, be prepared to pay far more than you expect for even basic procedures—and don’t expect any meaningful response if you raise concerns.

I recently had treatment at New Victoria Hospital and overall, I was very impressed. The staff, from reception to nursing, were incredibly professional and caring. The doctors were knowledgeable and took the time to explain everything clearly, which made me feel confident and reassured throughout my stay.

The facilities are modern, clean, and comfortable, making the experience much less stressful than I expected.

Charlotte, the CNS, provided outstanding care during discharge and follow-up. She was professional, attentive, and genuinely caring, making the whole experience much easier. Highly recommend New Victoria Hospital.

I've been to New Victoria a total of three times for three different surgeries (not elective, sent there on the NHS so no choice as to where I went).

I will say that if it was just rating the building and the nursing/general staff, I would give five stars. The nurses, physio, cleaners, caterers etc are all absolutely lovely and caring. The actual building is clean and pleasant. The food is great.

I am mainly writing this review in utter frustration at the admin staff and the surgeons. The surgeons (and I am sure this varies between departments) I have found two out of three to be incredibly arrogant and induced anxiety in me by giving me contradicting information and not giving me full information before procedures (so triple check that before you have anything done here).

The admin staff clearly do not talk to one another between departments, including appointments booking not talking to specialist departments. I have not had a single interaction with the admin staff here where they have not made a mistake or miscommunication of some kind. I am finally writing this review in frustration after having yet again had to email bookings to say that the appointment I just got a text reminder for was rescheduled weeks ago so I will not be attending that appointment as agreed. I've done this countless times in my experience with them. I have only booked this because the one I already turned up to the surgeon just didn't turn up for and I have been given no reason or apology, in fact the admin staff were just very short with me when I asked for a rescheduled appointment.
I also had very limited post-op support after a previous procedure and had to rely on a family member who works with the NHS instead as the entire hospital including aftercare shuts down completely over Christmas and New Year without cover, which is something I was unaware of before I agreed to a procedure over that period. I know people deserve holidays, but not providing cover is actually dangerous.

I really cannot wait to be discharged from this hospital's care and hopefully never have to return again.

Clinic P and H the staff are angels without wings …. The doctors the nurses all of the compassionate ppl here brought me to tears with their kindness and care ….. After 2 years of all of these beautiful ppl in these clinics I am in the clear for the cancer and although …gruelling treatment that I had…. I was always met with a warm smile and a cup of tea well done NHS …. God bless you all … I thank you from my heart and soul …
Lesley

After a lengthy and extremely challenging complaints process, during which my concerns were unheard in stages one and two, I finally saw some acknowledgment of shortcomings during stage three’s independent adjudication. I now feel compelled to share my experience.

My complaint stemmed from a lack of perceived support, compassion, and empathy during a devastating situation following a life-changing lower blepharoplasty procedure by David Gateley at New Victoria Hospital.

Unfortunately, my postoperative journey has been extremely difficult. Four weeks after the surgery, I began to notice the development of lumps. The explanations varied, including possibilities such as fat returning, scar tissue formation, and even suggestions regarding my mental health.

At 13 weeks post-op, the lump on the right side erupted, leading to a referral to an Oculoplastic Surgeon who promptly diagnosed it as a suture granuloma. While waiting for urgent surgery through the NHS, the granuloma on the left side also erupted, causing significant damage to the surrounding skin. The subsequent surgery involved the removal of the damaged skin, resulting in functional issues and a poor aesthetic outcome.

I am now faced with the financial burden of funding revision surgery to address both the functional and aesthetic concerns. Additionally, complications such as left lateral canthal webbing and hollowness acknowledged after the original surgery have worsened the situation.

My intent in sharing this experience is to raise awareness about the importance of patient care and communication, with the hope of improving future experiences for others

New Victoria Staff has always been nice and helpful. I love this hospital. Dr Mushriq Al-Khayatt in Neurophysiology is particulary incredible and helpful.
Very knowlegable, kind and gentle. A real asset to our failing healthcare system.

I asked New Victoria for help with my hernia.
I had seen my GP
I had seen a hospital doctor.
Had my diagnosis and basic tests.
I needed 1. a an ultra sound scan and 2. an operation.
But New Victoria refused.
They said i must first have a meeting with a doctor at £250.
Why?
No reason.
No scan included.
No extra diagnosis.
No nothing.
Pointless.
Shows you how the private sector thinks it can milk patients for money, how consultants cynically rip you off in time of need, and how they see it as their entitlement to grab your cash.
£250 for a 20min chat--equivalent to £750 per hour.
A disgrace!

Colleagues are Bunch of dooschbags

Blood Test is a worst nightmare for me. Since my Heart attack in 2005 (Triple By-Pass Surgery) and currently with Prostate issues, I am supposed to get the blood tested at-least twice a year or more. In the last seventeen years, there were only three phlebotomists who were able to get the blood in the first attempt without any pain and stress for the patient.Two of them were Maria who no longer works for New Victoria and the other is Jessica who did that today (06/12/2022). She spent more time looking for the vein and put my mind at rest. Excellent care and Professionalism.

I saw 2 Consultants at New Victoria hospital , Dr.Bazari -Pulmonary , a year ago and Mr.Unnithan recently -Orthopaedic Surgeon . They were both caring and friendly and put an effort into obtaining my X-rays from the NHS / Kingston hospital to look at those and avoid repeating the investigations . This was followed by sending detailed reports to GP and me . They gave time for questions and explained everything clearly . Staff were generally quite friendly and I felt quite comfortable there as hospital had a cosy feel about it , perhaps because it is not too large and impersonal .

Today I saw Dr Riad for a consultation. The service I received was excellent. She reassured me of my 'condition' and gave a thorough explanation of what the procedure would involve following her examination of me.
I would definitely recommend Dr Riad and the hospital and staff in general.

This establishment has clearly expanded faster than it should have and does not have the staff or infrastructure to provide an efficient and effective service. Going after the £££s at the expense of the patients - have been kept waiting for over 30 minutes on two consecutive appointments - if I wanted NHS type waiting lists I would go to NHS hospital. Absolutely trash now - would strongly advise selecting a different establishment - there are plenty out there.