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
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Review summary
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What people talk about most
Reviews shaping this summary
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
Company replied
There was one appointment made but not fulfilled by HBS which was irritating. I think it may have been a tech issue. I would much sooner have a face to face consultation - I am now scheduled to have f... 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
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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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Very helpful advice and guidance!
Very helpful advice and guidance on how to deal with my injury
July 24, 2026
Reply from HBSUK
We're glad to hear that our advice and guidance were helpful. Thank you for sharing your positive experience!
IT issues
An appointment by one physio was cancelled at her end without me being notified, I had to phone to find out why.
The second appointment with a different physio went well in that we connected but it should have been a video appointment, I was in the 'waiting room' however the physio said that I was "offline" and hence phoned me. Not sure how the next video call will pan out.
July 14, 2026
Reply from HBSUK
We appreciate your feedback and will investigate these technical issues. If there is anything else we can help you with, please contact us on 0115 857 3842.
Comprehensive assessment and follow up…
Comprehensive assessment and follow up exercise given:
July 23, 2026
Reply from HBSUK
We're glad to hear that our comprehensive assessment and follow-up exercises were beneficial for you. We appreciate your positive feedback!
excellent service
July 23, 2026
Reply from HBSUK
Thank you for your positive feedback. We are glad the HBS platform helped you and provided an excellent service.
Reply from HBSUK
We're pleased to hear that you found our service quick and easy to use, and that our advice was excellent. Thank you for your feedback!
Excellent service
July 22, 2026
Reply from HBSUK
Thank you for your positive review on the HBS platform. We are glad we could offer you an excellent service.
Reply from HBSUK
We're pleased to hear that arranging a consultation was quick and easy for you. We appreciate your feedback.
Great advice
Great advice - delivered on the day I raised the issue - and in a very friendly and understanding way.
July 15, 2026
Reply from HBSUK
We're glad to hear that you received helpful advice on the same day you raised your issue. It's great to know that our team was friendly and understanding.
Reply from HBSUK
We appreciate your positive feedback! We're glad you had a quick appointment and found our staff very knowledgeable.
I’ll start with what has been good…
I’ll start with what has been good Telephone service is very good
The MRI process - is very good
BUT - it is unclear as to how an ‘urgent’ case is treated - what the time scale will be ? How communication of results is made and followed up -
One advanced practitioner (physio) said I did not turn up for the appointment when in fact I was in the online waiting room
as that was being stated and still it wasn't possible for me to be connected so I had to wait until the following day -
I’ve had different answers even trying to get clarity on what my policy covers - it’s still unclear if an X-ray is charged for and how much it would cost ( and would that come out of my excess ?)
I feel confused and slightly anxious as it’s not entirely clear to me what the Virtual Lucy portal and AXA deal with - the process has been confusing when it’s meant to have made my life easier -
July 21, 2026
Reply from HBSUK
We appreciate you sharing your detailed feedback. 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 acknowledge your concerns regarding the clarity of urgent case procedures, communication of results, and policy coverage.
I have asked a member of our team to follow up with you as a priority. If we can help with any further issues, please contact us on 0115 857 3842 or email at support@hbsuk.co.uk.
Reply from HBSUK
We appreciate your positive feedback! We're glad our team were helpful and quick to resolve any issues.
Reply from HBSUK
We appreciate your feedback and are glad to hear that everything was smooth and quick for you. Thank you for sharing your positive experience.
The Clinician was knowledgeable and…
The Clinician was knowledgeable and friendly and diagnosed my condition straight away and was able to provide reassuring next steps for treatment
July 23, 2026
Reply from HBSUK
We're pleased to hear that our clinician was knowledgeable and friendly. It's great to know our team provided reassuring next steps. Thank you for your feedback!
great explanations
booking was easy. really appreciated the call with the physio, he explained everything well.
July 20, 2026
Reply from HBSUK
We appreciate your feedback! We're glad to hear that booking was easy and that our clinician explained everything well during your call.
Booking was an easy process
Booking was an easy process. However twice I had to rebook as the specialist chosen were unable to attend the video call
July 23, 2026
Reply from HBSUK
We appreciate your review on our booking process and acknowledge your feedback. Thank you for sharing your experience with us.
To date all seems to work well
To date all seems to work well . The second video session with Emma Harris was problematic but resolved with a straightforward phone call . Appointment for an MRI scan arranged quickly and efficiently .
July 24, 2026
Reply from HBSUK
We're pleased to hear that everything is working well and that the issue with the video session was quickly resolved with a phone call. Thank you for sharing your positive experience with us!
Reply from HBSUK
Great to hear that you had such a positive experience with us. Thank you for taking the time to share your feedback!
great engagement
great engagement, listened and understood symptoms and approved onward referral.
July 23, 2026
Reply from HBSUK
We appreciate your feedback! We're glad to hear that you felt listened to and that we understood your symptoms.
Insisted on online-only appointment, poor network of therapists
Insisted on online-only appointment. Information communicated back to insurer must have been misleading because the insurer decided this was a pre-existing condition (it’s new) and declined coverage. Also, looking into their network, it’s very limited in the Harrow and Uxbridge area. How you can have no therapists in a London postcode is beyond me. I’m not a happy customer, but the physio seemed pleasant enough as a person.
July 16, 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. Please tell us more about your experience so we can look into this for you. Please email us on support@hbsuk.co.uk or contact us on 0115 857 3842.
Clear and concise questions asked by…
Clear and concise questions asked by the physio enabling me to obtain treatment.
July 17, 2026
Reply from HBSUK
We appreciate your feedback! We're glad to hear that our clinician asked clear and concise questions, enabling you to receive the treatment you needed.
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