Good: Registering a claim is quick. Got a video appointment really quickly (same day). Physio I spoke to was really helpful and recommended next steps were just what I wanted. Bad: Follow-up was a co... See more
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Review summary
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Reviews shaping this summary
No problem with the video chat, very easy, understood all my symptoms. Confirmed I was to be referred to my consultant Dr Greer at Spire Wellesley Southend However received an e-mail to advise I was... See more
Company replied
Wouldn’t say it was great! Instructions on how to connect etc a bit complicated - hook up with medic was good except she hadn’t been told anything about my husband’s problem so had to repeat it all. O... See more
Company replied
Easy to book appointment however one of the specialists offered as “best fit” had no appointments for the next 5 months. Managed to book an appointment for a Video call a little over a week away. Foll... See more
Company replied
Company details
Written by the company
Healthcare Business Solutions UK (HBSUK) gets people the care they need, quickly and gives patients choice in accessing the right care when it's needed. At the heart of what we do is a drive to make healthcare better. We help the NHS and private healthcare providers reduce waiting times and costs by providing digital outpatient services via our Virtual Lucy platform. Alongside this, we provide the NHS will full insourcing solutions to expand on-site clinical capacity and deliver more appointments for patients. We are the only healthcare provider who can deliver these blended care pathways. We take a digital first approach to healthcare via our online outpatients service, Virtual Lucy. This services ensures all cases are assessed by clinical specialists, typically within 72 hours, without the need for a face to face appointment. Patients interact with us at their convenience and from where they want. There is no need to travel to a hospital, reducing carbon emissions and travel costs, helping make healthcare more sustainable. Around 50% of patients using the Virtual Lucy service do not require a follow up. Regulated by the Care Quality Commission (CQC), and overseen by a highly experienced Medical Advisory Board, we deliver safe, effective care with best in class governance. Virtual Lucy improves patient outcomes by enabling patients to tell the story in a personalised manner At the same time, standardised questions enforce a consistent clinical approach, with the ability to monitor clinician performance which isn't possible in a standard face to face appointment.
We're making healthcare better
Written by the company
- We get patients the care they need, quickly.
- We have four values. Excellence: We don’t settle for anything less than excellence. Patient focus: The patient always matters most. Integrity: We care about what we do and can be trusted to deliver. Collaboration: We always work together and support each other
Contact info
HBSUK, Pure Offices, Sherwood Park, Lake View Dr,, NG15 0DT, Nottingham, United Kingdom
- 0115 857 3842
- info@hbsuk.co.uk
- hbsuk.co.uk
4.0
Great
6K reviews
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Excellent service
July 10, 2026
May use AI-assist with repliesRead more
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
Friendly, fast and efficient
The physio was on time with the video appointment and was very thorough with their assessment. They were helpful and friendly and arranged an in person session with a local physio very quickly. They also provided an exercise plan on the same day. Very happy with the prompt service all round
July 14, 2026
Reply from HBSUK
We're pleased to hear that your video appointment was prompt and thorough. It's wonderful that our clinician was helpful and friendly, arranging an in-person session and providing an exercise plan so quickly. We appreciate your positive feedback on our service!
Reply from HBSUK
We’re sorry you don’t feel your experience lived up to your expectations. We’d like to understand your feedback in more detail so we can look into this for you. Please email us on support@hbsuk.co.uk.
Elbow issue, excellent response.
Ash understood the problem and listened to my comments before setting out a set of exercises
Also arranged for me to be able to set up a follow up meeting on approx 10 days.
July 14, 2026
Reply from HBSUK
We're so pleased to hear that your concerns were understood and that you received a helpful set of exercises. It's also great that a follow-up was arranged for you. Thank you for your positive feedback!
Got me to where I need to be.
July 14, 2026
Reply from HBSUK
We're glad we could help you reach your destination successfully. We appreciate your positive feedback!
Unbelievably complicated and then a non…
Unbelievably complicated and then a non medic overruled the medical diagnosis
July 10, 2026
Reply from HBSUK
Thank you for your comments. We’re sorry you don’t feel using the HBS platform helped you. Our aim is to get everyone the right care as quickly as possible, and we aim to deliver an excellent service for all patients. We’d like to understand your feedback in more detail so we can look into this for you. Please email us on support@hbsuk.co.uk.
Reply from HBSUK
We're glad you found our service easy and straightforward. We appreciate your feedback.
I am still waiting to see dermatologist
I am still waiting to see the specialists, I cant answer any questions yet until I do
July 15, 2026
Reply from HBSUK
Thanks for sharing your feedback. We’re sorry to hear you had some issues when using the HBS platform. I have asked a member of our team to contact you and resolve this issue as a priority for you. If we can help with any further issues, please contact us on 0115 857 3842 or email at support@hbsuk.co.uk.
The person was very helpfull and…
The person was very helpfull and informitive no pressure very relaxed
July 13, 2026
Reply from HBSUK
We appreciate your positive feedback! We're glad you found our team helpful, informative, and that your experience was relaxed.
REALLY THOUGHTFUL SPECIALIST TALKING TO…
REALLY THOUGHTFUL SPECIALIST TALKING TO ME DIRECTLY WHCH WAS GOOD.
STILL WAITING FOR CONFIRMATION OF APPOINTMENT AT THE HOSPITAL BUT HOPEFULLY WE WILL SEE THAT SOON.
July 14, 2026
Reply from HBSUK
We are pleased to hear that you had a positive experience with our specialist. We understand you are awaiting appointment confirmation. If needing further assistance please contact us on 0115 857 3842.
Still navigating the app
July 15, 2026
Reply from HBSUK
We appreciate your feedback as you continue to explore the app. Thank you for sharing.
The interaction I had was great she was…
The interaction I had was great she was very helpful and supportive. However, I asked for a steroid injection and she said she wouldnt recommend it so I was not happy about that
July 13, 2026
Reply from HBSUK
We're glad to hear our team member was helpful and supportive during your visit. Regarding your feedback our medical professionals always prioritize your long-term health and well-being.
Reply from HBSUK
Thank you for taking the time to leave us a review. We’re pleased to hear you had a positive experience of using the HBS platform.
Physiotherapist was really very helpful
July 14, 2026
Reply from HBSUK
We're glad to hear that you found our clinician to be very helpful. Thank you for sharing your positive experience with us!
Reply from HBSUK
We appreciate you sharing your feedback and are so glad to hear that you found our service to be good and very efficient.
Fabulous service, would highly recommend
Super speedy appointments that are attended on time with caring, empathetic skilled staff. Thank you 🤩
July 14, 2026
Reply from HBSUK
We're pleased to hear that your appointments were speedy and on time. It's great to know our staff provided caring, empathetic, and skilled service. Thank you for your feedback!
They explained everything,so I could have peace of mind
They explained everything,so I could understand.Very pleasant interaction
July 14, 2026
Reply from HBSUK
We appreciate your feedback! We're glad to hear that everything was explained clearly and that you had a very pleasant interaction with our team.
Terrible system and experience
Terrible system and experience. So clunky and not user friendly at all. Would have expected better.
July 13, 2026
Reply from HBSUK
We’re sorry you don’t feel your experience lived up to your expectations. We’d like to understand your feedback in more detail so we can look into this for you. Please email us on support@hbsuk.co.uk.
Reply from HBSUK
We appreciate your feedback regarding the service, booking process, and user experience.
Very fast and efficient
Very fast and efficient. Only confusion was providing a leaflet on pathology and phlebotomy with no referencing. It made me think I needed a blood test. Otherwise all clear and concise.
June 25, 2026
Reply from HBSUK
We appreciate your feedback and are glad to hear about our efficiency. We will review our informational materials to ensure clarity.
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