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
Created with AI, based on recent reviews
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
4.1
Great
6K reviews
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Really promptly seen by the physio
Really promptly seen by the physio. Great program which is already having an impact.
July 22, 2026
Reply from HBSUK
We appreciate you sharing your experience. We're glad you were seen promptly and that the program is already having a positive impact.
When I needed help with a health issue…
When I needed help with a health issue the online walkthrough was easy and then when I had a query on my circumstances it was quick to talk to someone who understood and took quick action to find a solution.
July 21, 2026
Reply from HBSUK
We're glad to hear that our online process was easy for you and that our team was able to quickly understand your query. It's wonderful to know we could provide a swift solution!
Excellent service
Excellent service, very easy to book appointment online and received call backs bang on time from professional and caring physiotherapists. Thank you
July 21, 2026
Reply from HBSUK
We're pleased to hear that our online booking system was easy to use and that our clinicians were professional and caring. Thank you!
everyone was really helpful and dealt…
everyone was really helpful and dealt with it quickly
July 20, 2026
Reply from HBSUK
We're glad to hear that our team was helpful and able to resolve things quickly for you. Thank you for your positive feedback!
terrible system
gave wrong information about appointment times and then when i signed in for the appointment it said no appointments
July 27, 2026
Reply from HBSUK
We’re sorry you’ve experienced issues when using the HBS platform service and thank you for your feedback which I have shared with our technical team to investigate further. We carry out extensive technical and user testing to ensure the service is consistently available for our patients. We appreciate it may have been frustrating when you tried to use the service. If we can help with any further issues, please contact us on 0115 857 3842.
Whaat virtual physio sessions
Amazing to have physio online sessions when mobility is an issue! Wish I knew of the online service sooner
July 21, 2026
Reply from HBSUK
We're glad our online sessions have been helpful. We appreciate your positive feedback!
Great service for fast diagnosis and treatment
Easy to book an appointment with the online physio, even same day was available. The physio was prompt and professional and knowledgeable. Upon consultation a need for face to face physio was identified and a referral made immediately back to AXA so i could arrange this. An excellent service.
July 15, 2026
Reply from HBSUK
We're pleased to hear that booking your online appointment was easy and that our clinician was prompt, professional, and knowledgeable. It's great that a referral for face-to-face was made immediately. Thank you for your excellent feedback!
Great service
The telephone physio appointment was really helpful and the exercise app has been really great to guide me through the exercises. The daily reminder is especially useful.
July 6, 2026
Reply from HBSUK
We're pleased to hear your telephone appointment was helpful and that you find the exercise app beneficial for guiding you through your exercises. We're especially glad the daily reminders are useful.
Reply from HBSUK
We're glad we could offer helpful insights. We appreciate your positive feedback.
Had to call back chasing my referral
Physio consultant was great and thorough logging the referral, however, I had to call back chasing my referral, wasn’t sent due to a setting on my account which wasn’t noticed. This has made my face to face referral take weeks longer to arrange.
July 23, 2026
Reply from HBSUK
Thanks for sharing your feedback. We’re sorry to hear you had some issues when using the HBS platform. We always aim to deliver prompt, effective care. However, there are, on occasions, unavoidable but short waits for referrals. We appreciate it may have been frustrating. If we can help with any further issues, please contact us on 0115 857 3842.
Reply from HBSUK
Thank you for your positive feedback. We are pleased to hear that you found our team to be helpful and informative.
Video demonstration useful
It’s good to see the demonstration video of the exercise. And OK if you have difficulty getting to see a physio face to face
July 23, 2026
Reply from HBSUK
We're glad our demonstration videos are helpful, especially when face-to-face appointments are difficult to arrange. Thank you for your positive feedback.
There was nothing to complain about
There was nothing to complain about. Everyone I spoke to and everyone I saw could not have been more kind or helpful.
July 20, 2026
Reply from HBSUK
We're pleased to hear that your experience was positive and that our team was kind and helpful. Thank you for sharing your feedback!
Reply from HBSUK
We're glad to hear your experience has been positive so far. We appreciate your feedback!
Very empathetic physio who listened to…
Very empathetic physio who listened to my symptoms - professional and efficient
July 22, 2026
Reply from HBSUK
We appreciate your feedback and are glad our clinician was empathetic and attentive to your needs, providing professional and efficient service.
Punctual, compassionate, listened and took on my opinions without dismissing them
Great! Used 3x now and always good experience
July 17, 2026
Reply from HBSUK
We're pleased to hear you've consistently had great experiences with us! We appreciate your feedback.
I phoned over a week ago and still…
I phoned over a week ago and still waiting an appointment
July 16, 2026
Reply from HBSUK
Thank you for your feedback. We are sorry to hear about the delay in scheduling your appointment. A member of our team will be in contact with you to discuss. If we can help with any further issues, please email at support@hbsuk.co.uk.
Joanne Morris was excellent
Joanne Morris was excellent in explaining my MRI scan results and the possible link to my symptoms. Joanne was very professional, knowledgeable providing valuable advice and I felt totally at ease during our discussions. Cannot recommend Joanne enough.
July 24, 2026
Reply from HBSUK
We're pleased to hear about your positive experience. It's great to know that our clinician was excellent in explaining your results and providing valuable, professional, and knowledgeable advice, making you feel completely at ease.
Premises clean
Premises clean, tidy, modern looking.
Receptionist polite and welcoming.
Appointment exactly on time.
In my case, both the radiologists were polite, welcoming, informative.
On the whole an excellent experience.
One area that could be improved…
the facility for tea/coffee on arrival/waiting would be appreciated, as myself travelled 2hr for this appointment.
July 22, 2026
Reply from HBSUK
We are pleased to hear that you had such a positive experience with our facilities and staff. We truly appreciate your feedback regarding the refreshment options, and we will certainly take this into consideration for future improvements.
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!
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