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
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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
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
4.1
Great
6K reviews
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Great experience
Great experience, quickly handled and an appointment booked quickly and around my time schedule which is great.
July 10, 2026
Reply from HBSUK
We're pleased to hear that your experience was great and that we could quickly arrange an appointment that fit your schedule. We appreciate your positive feedback!
A physio diagnosis just cannot be done…
A physio diagnosis just cannot be done virtually, this service is useless.
July 13, 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 improve our service/ fix your issue for you/ etc. Please email us on support@hbsuk.co.uk
The physio was very knowledgeable and…
The physio was very knowledgeable and fully understood my problem and was able to provide the right guidance. Brilliant experience.
July 13, 2026
Reply from HBSUK
We're pleased to hear that your experience was brilliant and that our clinician was knowledgeable and provided excellent guidance. Thank you for your feedback!
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.
Lucy was brilliant and very thorough…
Lucy was brilliant and very thorough and understood what was wrong with me and came up with a course of action as a result. The process was easy and straightforward to book.
July 10, 2026
Reply from HBSUK
Great to hear that our team member was brilliant and thorough in understanding your needs and outlining a course of action. We're also glad the booking process was easy and straightforward.
Process pretty straight forward
Process pretty straight forward. Staff courteous and helpful. No complaints and recommended. Thank you!
July 21, 2026
Reply from HBSUK
We are pleased to hear that you found our process straightforward and our staff courteous and helpful. Thank you for your recommendation!
poor communication in follow up from…
poor communication in follow up from initial assessement. Follow up with exercises arranged over the phone but did not happen.
July 14, 2026
Reply from HBSUK
We’re sorry you don’t feel your experience lived up to your expectations. I have asked a member of our team to contact you to follow up on this. If we can help with any further issues, please email at support@hbsuk.co.uk.
Convenient and efficient
July 16, 2026
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.
Reply from HBSUK
Great to hear using the HBS platform has helped you get the right care quickly. Thank you for your feedback!
A few moments requiring second guessing…
A few moments requiring second guessing but otherwise straightforward.
July 15, 2026
Reply from HBSUK
We appreciate your feedback and are glad to hear that your experience was mostly straightforward. We are always working to make things clearer for everyone.
excellent Service
Sensitive, professional advice given. The call was on time and very friendly.
July 16, 2026
Reply from HBSUK
We appreciate your feedback! We're pleased to hear that you received sensitive and professional advice, and that your call was on time and friendly.
Professional curious and solid ideas
July 15, 2026
Reply from HBSUK
We appreciate your feedback and are so glad you found our team professional and that our ideas were solid. Thank you!
This service is poorly organised and…
This service is poorly organised and definitely not customer focused
July 16, 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.
Fast and efficient
It was very quick and easy to complete the process.
Progress was made the same day, now I just wish I hadn’t delayed getting the process started.
July 16, 2026
Reply from HBSUK
We're pleased to hear that the process was quick and easy for you, and that progress was made so swiftly. We appreciate you sharing your positive experience!
Guy was very clear and concise
Guy was very clear and concise
He was a pleasure to talk to
July 16, 2026
Reply from HBSUK
We're glad to hear our team member was clear, concise, and a pleasure to speak with. We appreciate your feedback!
Super fast responses
Super fast responses, really helpful. I got my appointment and subsequent scan all sorted and done within 3 days of contacting. Brilliant service.
July 17, 2026
Reply from HBSUK
We're pleased to hear about your positive experience and that we were able to sort out your appointment quickly. Thank you for your feedback!
I had no issue with the assessor who…
I had no issue with the assessor who was very professional apart from him making assumptions about me based on age and profile and referring to arthritis that will be progressive. I have little confidence that my problem was understood because the assessment was done over the phone therefore my recovery could be delayed by many weeks and the pain I am suffering will continue longer than it needs to or risks becoming chronic
July 15, 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. 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.
Reply from HBSUK
We're pleased to hear that you received a quick response and were able to get an appointment so promptly. Thank you for your feedback!
Very efficient practitioner who was…
Very efficient practitioner who was both professional and polite
July 16, 2026
Reply from HBSUK
We appreciate your positive feedback! We're glad our practitioner was efficient, professional, and polite.
I find the whole process to be overly…
I find the whole process to be overly complicated unnecessarily technical and all round a poor experience.
July 17, 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.
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