Consultants' update: May 2026
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A message from Deirdre O’ Sullivan, Director for Outpatient and Diagnostic Centres
Welcome to this month's consultant newsletter! It has been an exciting period across our Outpatient and Diagnostic Centres, with strong progress across Canary Wharf, London Medical, and Basinghall Clinic, underpinned by a continued focus on growth, patient experience, and consultant partnership.
Canary Wharf – A landmark opening for our London campus
The launch of Bupa Health Care Canary Wharf, our new Specialist Centre, marks a significant milestone for our London campus and our broader Connected Care ambition. Positioned at the heart of one of London’s most dynamic commercial and residential hubs, the centre brings together primary care, secondary care, and dental services under one roof, providing a seamless and highly accessible experience for patients and referrers.
Designed with both patients and consultants in mind, Canary Wharf offers:
- A broad and growing range of specialties including Cardiology, Orthopaedics and Spinal, ENT, Allergy, Maxillofacial, Respiratory, Gastroenterology, Neurology, Gynaecology, and Urology. We will continue to expand our specialties to ensure a comprehensive range to meet patients' needs.
- Access to health assessments, private GP services, and specialist diagnostics in a single location.
- Purpose-built facilities, including state-of-the-art procedure rooms, treatment and recovery spaces, supporting both consultation and interventional activity.
- Fully integrated imaging and diagnostic facilities within the centre including MRI, CT, X-ray, mammography, ultrasound, and dedicated cardiology diagnostics.
- Strong connectivity to corporate clients and insurers, creating opportunities to grow referral bases and private practice.
This integrated model places us in a strong position to meet increasing demand for high-quality, convenient care, while strengthening collaboration across our network and into our hospitals.
London Medical – Specialist growth and service expansion
At London Medical, we continue to see strong momentum, with particular growth in specialist services and pathway development. Building on its strong reputation in diabetes and endocrinology, ophthalmology, and primary care, the centre continues to broaden its core services while expanding into cardiology, paediatrics, and other specialties – ensuring patients receive increasingly comprehensive, consultant-led care.
We have recently invested in improved staff and patient facilities and are pleased to welcome an enhanced primary care offering, with onsite GPs providing health assessments and primary care services, resulting in onward referrals into our secondary care consultants. London Medical remains central to our ambition to deliver high-quality, specialist outpatient care, with clear opportunities for continued growth and collaboration.
Basinghall Clinic – Performance, culture, and patient experience
Basinghall Clinic continues to go from strength to strength, with improvements across performance, team culture, and patient experience. The centre has delivered sustained growth in activity, alongside measurable improvements in patient satisfaction and operational efficiency. Over the next quarter, we will be focussing on expansion of our gynaecology service, developing new areas for consultation to meet demand and driving our continued collaboration with our onsite Bupa GPs.
Alongside this, continued investment in the patient environment and service delivery ensures Basinghall Clinic remains a high-quality, welcoming setting for both patients and consultants.
Looking ahead
Across all three centres, the focus remains clear: delivering outstanding patient experience, strengthening consultant partnerships, and creating an integrated network that supports growth and clinical excellence.
With Bupa Health Care Canary Wharf now launched, London Medical continuing to expand, and Basinghall Clinic delivering strong and consistent performance, we are well positioned to build further momentum and provide increasing opportunities for our consultant community.
Thank you as always for working with us. I would really value your thoughts and feedback as we continue to develop our centres and welcome any ideas on how we can shape this network to better support you and your patients.
Deirdre O’ Sullivan, Director - Outpatient and Diagnostic Centres
Phone: 07599 501659
Email: [email protected]
Cromwell Hospital
The latest news and updates from our Kensington hospital.
Now open: Bupa Health Care Canary Wharf
We are delighted to share that Bupa Health Care Canary Wharf is now officially open, further strengthening Bupa’s integrated healthcare network across London and enhancing specialist referral pathways into Cromwell Hospital and the wider Bupa hospital group.
Located at 50 Bank Street, Canary Wharf, this new 20,000 sq ft outpatient and diagnostic centre has been purposefully designed to support more efficient care delivery for busy working populations and residents, enabling consultants to provide high quality end to end care in a modern, well-equipped environment.
Facilities and services
The centre brings together primary care, specialist outpatient services, and diagnostics under one roof, offering:
- state-of-the-art diagnostics, including MRI, CT, X-ray, and mammography
- consultant-led secondary care clinics, including orthopaedics, pain and spinal, dental and maxillofacial, breast and gynaecology, cardiology, urology and ENT
- a dedicated treatment and recovery area, equipped to support procedures requiring sedation
- onsite minor procedures, enabling rapid assessment and treatment where appropriate
Seamless onward referral
Where further or more complex treatment is required, the centre offers streamlined referral pathways into Cromwell Hospital, King Edward VII’s Hospital, and New Victoria Hospital, supporting continuity of care within the Bupa network.
This integrated model allows patients to move seamlessly from consultation to diagnostics and, where needed, onward specialist treatment - reducing delays and improving the overall patient experience.
Supporting clinical practice
Our shared priority is to reduce barriers to access and support consultants in delivering timely, patient-centred care. The Canary Wharf centre is designed to complement existing hospital services, offering rapid access, clear communication, and efficient pathways for both patients and clinicians.
We would be very happy to welcome you for a visit of the new centre to see the facilities and discuss how the service can support your practice.
For further information or arrange a visit, please contact Jess Beal, Head of Consultant Engagement for Specialist Centres at [email protected].
A personal update from Philip Luce, Chief Executive Officer
I’m writing this update after much thought and consideration: after nearly 15 years with Bupa and eight years at the Cromwell Hospital, I have made the very difficult decision to leave my role as Cromwell Hospital Director and CEO, Diagnostics and Secondary Care London, to step into an external leadership position at The London Clinic.
This was not an easy decision. Working alongside such committed, caring and talented colleagues has been a privilege and I have enjoyed every second of my time here.
I am proud to be stepping away at a time when Cromwell Hospital is in such a strong position, and I have every confidence in the team to continue the journey ahead.
Cromwell Hospital has undergone extensive transformation in recent years, including the successful opening of our Lexham extension last year, and I will leave behind a thriving hospital with a strong leadership team, at the vanguard of cutting-edge healthcare.
We have successfully created a connected healthcare ecosystem in and around London through our Diagnostics and Secondary Care division, which now consists of three hospitals and three Specialist Diagnostic Centres – giving our customers greater choice and better access to high-quality services, and positioning us to support our Connected Care goals.
I am pleased to say that Luis Pedro, Cromwell’s Chief Operating Officer, has been appointed Interim CEO, Cromwell Hospital. Over the next few months I will work closely with Luis to ensure a smooth handover, and as you are all aware, Luis is an immensely capable leader, who will prioritise maintaining and building on our high standards while the recruitment process for a permanent Cromwell Hospital CEO is underway.
With my very best wishes,
Philip Luce
Chief Executive Officer
Diagnostics and Secondary Care London
Therapies department expands into new premises
We are pleased to share that the Therapies department has officially moved into its newly expanded premises. This development marks a significant step forward in our ability to deliver high‑quality care to patients and strengthen our support for clinical services across the organisation.
The new space has enabled us to welcome additional physiotherapists and therapy staff, increasing our capacity and helping to reduce waiting times. With a larger team in place, we can now offer more timely assessments, a broader range of interventions, and enhanced support for patients with more complex needs.
A key feature of the expansion is our improved rehabilitation environment, including an upgraded gym facility. This enhanced space offers greater opportunities for exercise therapy and functional rehabilitation, allowing us to tailor treatment more effectively to each patient’s goals.
The expanded gym now also supports higher‑level rehabilitation, enabling us to better replicate the physical and sport‑specific demands required for a return to activity. The addition of equipment such as the squat rack and Watt bike allows for precise power and performance monitoring following injury or surgery, factors that are essential for guiding safe progression and measuring recovery milestones.
We look forward to continuing to collaborate closely with our medical colleagues as we make full use of these improved facilities. If you would like to visit the new premises and see the expanded service first-hand, please email [email protected].
Introducing Jennifer Hart, Radiology Service Manager
I am pleased to introduce myself as the new Radiology Service Manager. I am excited to have joined the team and look forward to working alongside colleagues across the department and wider organisation to support the delivery of high-quality radiology services.
I come to this role with a background in cardiothoracic healthcare and have spent several years working in management within a previous private healthcare provider. During this time, I gained experience in operational management, service delivery, and supporting teams to deliver efficient, patient-focused care.
Over the coming months, I hope to meet many of you and gain a better understanding of the department, its achievements, and future opportunities. I am committed to maintaining open communication and working collaboratively to support both staff and patients.
I look forward to working with you all.
Jennifer Hart, Radiology Service Manager
Mob: 07811 866995
Email: [email protected]
New telephony systems see positive patient outcomes
Following the successful implementation of the Five9 telephony system on Wednesday 25 February, we have already seen positive improvements in both patient experience and operational efficiency within the contact centre.
One of the most significant changes has been the introduction of the auto-answer functionality, which allows calls to be connected directly to agents without the delay of manually answering the phone. This has created a smoother and more efficient experience for patients contacting the hospital, whilst also supporting our teams in managing calls more efficiently.
Since launch, we have seen measurable improvements across key performance indicators:
- Call answering performance improved from 5.9% abandonment rate in February to 4.3% in March against the KPI target of 5%.
- Average call wait times reduced significantly from 55 seconds in February to 28 seconds in March.
- Maximum call wait times also improved dramatically from 3 minutes 11 seconds in February to just 34 seconds in March.
These improvements demonstrate the positive impact Five9 is already having on accessibility and responsiveness for our patients and consultants.
Important: Consent Policy and Interpreters SOP
We wish to draw your attention to the expectations regarding communication and the consent process, in alignment with the hospital’s Consent Policy and Interpreters SOP.
Valid consent is underpinned by the provision of clear, accurate, and comprehensible information to patients, enabling them to make informed and autonomous decisions about their care. Where language barriers exist, appropriate interpreting support is essential to uphold these standards.
The Consent Policy emphasises that:
- Patients must receive information in a form they can understand to support informed decision-making.
- Appropriate interpreting support must be provided where required.
- The involvement of an interpreter, including their organisation, should be documented.
- Consent must be voluntary and free from external influence, including that of family members.
In light of this, I would like to remind all consultants that family members or friends must not be used as interpreters during:
- consent discussions
- pre-operative or anaesthetic assessments
- any clinical conversations that inform patient decision-making
The use of non-professional interpreters poses significant risks, including:
- inaccurate or incomplete translation of clinical information
- potential filtering or distortion of discussion
- undue influence on patient decisions
- compromise to the legal validity of consent
To ensure patient safety, regulatory compliance, and the integrity of the consent process, please ensure that:
- Professional interpreting services are utilised whenever required.
- Interpreter details are clearly documented in the patient record.
- Any challenges in accessing interpreting services are escalated promptly.
Adherence to these standards is essential to delivering safe, patient-centred care and maintaining compliance with CQC and medico-legal expectations.
Thank you for your continued professionalism and support.
Action required: Complete your EMR training
The Electronic Medical Records (EMR) system will go live on Monday 8 June as part of our Digital Hospital programme.
EMR represents a significant step forward in how we deliver care at Cromwell Hospital, replacing paper records with a secure, digital patient record accessible across the hospital. This will improve patient safety, reduce duplication, and support more efficient clinical workflows.
To ensure a safe and smooth transition, it is essential that all consultants complete EMR training ahead of go live.
Training will familiarise you with:
- accessing records via Compucare (‘Patient Medical Record’) or OnBase desktop
- viewing scanned patient notes and documents
- navigating the EMR system efficiently in clinical practice
Please use the link below to access training materials and sessions. The training can be completed on your phone if preferred, and you do not need to be on the Bupa Network.
Notice: Consulting room charges
Please see below an update from the Commercial Finance Team regarding changes to consulting room charges and associated support services, applicable to Cromwell Hospital only.
From 1 June 2026, the charging structure for Consulting Rooms and Medical Secretary Support will be as follows:
Consulting rooms
- £8.25 per 15 minutes + VAT
Secretarial services
- £23.30 per hour + VAT
- £12.21 per 30 minutes + VAT
The use of 15-minute increments for consulting room bookings continues to ensure that charges remain aligned with actual usage.
Billing
Collection of professional fees on behalf of referring clinicians
- 4% of each professional fee charged + VAT
For any queries, please contact the team at [email protected].
We’re pleased to announce that this year’s Consultant Summer Party will take place at the Royal College of Music on Thursday 30 June, from 6.30pm. For further details, please contact [email protected].
Consultant compliments
We are delighted to share the following reviews for consultants working at Cromwell Hospital, which were collected via our patient experience platform, Medallia.
Professor Jay Chatterjee, Consultant Gynaecological Surgeon
“It was amazing service and made my surgery so much easier especially the doctor and the nurse. My doctor Jay Chatterjee was so great and so was my nurse who served me at the hospital. I cannot thank them enough. Thank you.”
Dr Ian Mak, Consultant Neurophysiologist
“Dr Mak was a very charming man who made me feel very much at ease given the unpleasant nature of the nerve induction tests performed.”
Mr Hamid Abboudi, Consultant Urological Surgeon
“The fast and efficient services from admin and Mr Abboudi were great. He explained things very well.”
Miss Maya Al-Memar, Consultant Gynaecologist
“Dr Maya Al Memar and the staff that supports her are wonderfully caring and thorough.”
London Medical
What's new at our outpatient and diabetes specialist centre located in Marylebone.
Networking event
We are pleased to announce that we will be holding a networking event next month for our London Medical specialists and GPs. This will be an informal opportunity to connect with colleagues and build new professional relationships.
- Date: Wednesday 10th June 2026
- Time: From 6:30pm
- Location: The Marylebone, 93 Marylebone High St, W1U 4RD
A formal invitation will be shared with you shortly. We look forward to seeing you there.
Changes to our medical secretarial and operational support teams
Soga Matthews will be stepping up to take on additional responsibilities within the medical secretarial team and will serve as your main point of escalation for any related operational concerns. She will also be providing regular communication over the coming weeks to ensure you have clear visibility and continuity of secretarial support during this transition period. Please join me in congratulating Soga on her expanded role.
In addition, Ricardo Pereira has recently joined us from Cromwell Hospital as our new Reception Supervisor, further strengthening our front-of-house and patient services support. These developments reflect our continued focus on enhancing operational excellence and ensuring strong support for both our consultants and patients.
Consultant compliments
We are delighted to share the following reviews for consultants working at London Medical, which were collected via our patient experience platform, Medallia.
Dr Khaled Mallek, Consultant Cardiologist
“Dr Mallek was at the same time knowledgeable, courteous and crystal clear. The LMC was clean, efficient and well organised.”
Dr Tushar Salukhe, Consultant Cardiologist
“Very efficient and I was very grateful that Dr Salukhe was able to see me at such short notice and just before the Easter break.”
Dr Andrew Frankel, Consultant Nephrologist
“Dr Frankel – he is easily the best consultant who has ever treated me.”
Dr Harvinder Chahal, Consultant Endocrinologist
“Dr Chahal is a delight. He will spend whatever time it takes to answer my questions and go through my test results. I feel well looked after.”
Basinghall Clinic
The latest updates from our outpatient diagnostic centre in the heart of the City.
CPD events
At Basinghall, we believe that education and collaboration are central to delivering outstanding patient care. We are launching a programme of regular in-centre CPD sessions, alongside quarterly Consultant CPD Mixers, designed to provide fast, practical, bite-sized learning. Each session will be followed by opportunities to network with colleagues across specialties.
If you would like to attend, present, or find out more, please contact Jordan Roy, Centre General Manager ([email protected]) or Aaron Olagbegi, GP Engagement Lead ([email protected]).
X-ray update
Unfortunately, our X-ray machine remains unavailable while we review its long-term viability at Basinghall.
During this period, we have implemented alternative imaging pathways through local providers (Bupa Health Care Canary Wharf and Cromwell Hospital) to minimise disruption for both patients and consultants.
MRI, mammography, and ultrasound services remain fully operational and unchanged.
Expanded clinic hours
Due to growing demand, we are continuing to explore expanded opening hours across the centre. Following the success of our Saturday MRI clinics, we are now considering extending broader clinical activity into weekends, including nursing support and consultant consultations.
If you would be interested in running a Saturday clinic at Basinghall, please contact Jordan Roy, Centre General Manager ([email protected]) or Jessica Beal, Head of Consultant Engagement for Specialist Centres ([email protected]) to discuss opportunities further.
Consultant compliments
We are delighted to share the following reviews for consultants working at Basinghall Clinic, which were collected via our patient experience platform, Medallia.
Mr Simon Moyes, Consultant Orthopaedic Surgeon
“Simon Moyes is very knowledgeable, and his team is very efficient. This is how health should be run.”
Mr Giles Davies, Consultant Breast Surgeon
“Really good, efficient and caring department, I felt in good and professional hands and also really appreciated the kindness from the surgeon (Dr Davies).”
Mr Benjamin Lamb, Consultant Urologist
“Great experience! The doctor, Benjamin Lamb, has been great.”
We hope you enjoyed this month's newsletter. For queries, please contact [email protected].