Great to be able to speak with somebody who is knowledgeable about the issue. It helped that I'd been able to see my GP earlier in the day, as they had carried out a physical check on me. The only is... 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
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
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
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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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.
Simply duplicates the GP referral & wastes your time
I had a referral GP letter from AXA to have a consultation with a specialist surgeon to discuss my hip issue. The told me to arrange with HBSUK. I completed (in great detail) all my notes pre video call & the consultant agreed to refer me for a hip injection. I then discovered, when trying to arrange this, he simply referred me to a face to face with a consultant near to me. So basically the exact same thing the original AXA GP did and I am no further forward. Seems like a complete waste of my time and the consultant's time. . HBSUK told me to call AXA To arrange this. AXA told me to call HBSUK. Nobody seems to know what this HBSUK service is beneficial for. All I know is that it added an unnecessary step that simply echoed what the GP referral did, and delay to me seeing a consultant face to face who CAN agree to the hip injection (even though the video HBSUK surgeon agreed to that). Not fit for purpose, sorry. If you are simply echoing a GP referral, this is not beneficial to anyone.
July 7, 2026
Unprompted review
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. We aim to deliver the highest standards of care to all our patients. Please email us at support@hbsuk.co.uk to tell us about your experience, (including your full name and date of birth) and we will investigate this as a priority for you.
Reply from HBSUK
Thanks for sharing your feedback which we will pass onto the relevant team. If there is anything we can help you with, please contact us on 0115 857 3842.
Organisation was not straightforward…
Organisation was not straightforward with several canceled appointments at short notice, which is not positive when needing to discuss and injury. System failure was one of them.
April 29, 2026
Reply from HBSUK
Thank you for your feedback. We are reviewing our scheduling process. If we can assist you any further, please get in touch with us on 0115 857 3843.
Via this I have submitted my…
Via this I have submitted my prescriptions and libratory examinations and I received medication but I suggest to prepare physical appointment which is more effective
April 1, 2026
Reply from HBSUK
We appreciate your feedback regarding our service. We understand your preference for in-person appointments and are always evaluating ways to enhance our patient experience.
Offered me physio miles away and when I…
Offered me physio miles away and when I requested a nearby one they went silent. Have to jump through hoops to get anyone to answer and can’t get an authorisation code.
Don’t bother with them, awful private healthcare plan, you’d be better off with BUPA.
June 26, 2026
Unprompted review
Reply from HBSUK
Thanks for sharing your feedback. We’re sorry to hear you had some issues when using the HBS platform. We aim to deliver the highest standards of care to all our patients. Please email us at support@hbsuk.co.uk to tell us about your experience, (including your full name and date of birth) and we will investigate this as a priority for you.
I found the experience stress free and…
I found the experience stress free and very receptive.
June 25, 2026
Reply from HBSUK
We're pleased to hear that you found the experience stress-free and very receptive. Thank you for your positive feedback!
Really easy service to use
Really easy service to use. Straight forward, to the point.
Would highly recommend using this service
June 11, 2026
Reply from HBSUK
We're glad you found our service easy to use and straightforward. Thank you for your recommendation!
She listened to me and asked a lot of
She listened to me and asked a lot of questions and then carried on with the procedures
June 18, 2026
Reply from HBSUK
We're glad to hear we provided such a positive and attentive experience. Thank you for your kind words!
Pointless downloading the app
Pointless downloading the app. Cannot manage appointments. Overly long process to do anything.
June 26, 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.
Easy system to use and clear…
Easy system to use and clear information on how everything is going.
June 19, 2026
Reply from HBSUK
We're glad our system was easy to use and the information clear. Thank you for your feedback!
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