Easy to book the appointments and the doctors attended on time and were very helpful. Obviously not an emergency but did feel things moved a little slow, waited one day for first appointment then got... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
This was supposed to be a video appointment, but it wasn’t. I did not receive the link to book or to proceed with the scan. As mentioned by the doctor, I was referred for an emergency scan, but I have... See more
Company replied
Great service and friendly staff, it would be five stars but when joining the video call there is not an option to switch the camera around. I was using the latest iPhone, so I’m not sure if thi... See more
Company replied
I've generally had an exceptional experience with this company, once I've got the initial assessment, which can be a bit confusing and having to wait to hear back if my claim has been approved. But th... 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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Lucy??
Lucy???
What a Ridiculous name. I nearly disregarded the text or email because I thought it was spam .
The suggestion to have a “ FaceTime “ appointment for a physiotherapist in Nottingham or a link to a local physio …(obviously I chose the local physio where they could actually be hands on Rather than looking a screen and pointing to myself) is absolutely absurd. I AM NOT IMPRESSED and I’m paying for this.
Endless physio appointments will not work…I’ve been there before. The physio wants continued treatment because they get paid and the insurance company presumably agrees because they don’t have to pay for a consultant and or an MRI.
May 9, 2026
Reply from HBSUK
We appreciate you sharing your feedback regarding your recent experience. We understand your preference for in-person treatment. We will review our processes to ensure clearer communication and more suitable options are presented. If there is anything we can help you with, please contact us on 0115 857 3842.
As a first time user I found the…
As a first time user I found the experience as bad as using the current GP system on the NHS. It seemed "hidden away",complicated and not at all easy to follow. Axa Doctor at Hand is a breeze in comparison - used last night for my son and previously for myself prior to a hip issue.
May 8, 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
Was slow processing after urgent MRI…
Excellent customer service, however slow processing after urgent MRI was done - i.e MRI image and radiographer report review, follow up consultation arranged 5 days later.
May 14, 2026
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.
this appoint with Dr Chris was great
this appoint with Dr Chris was great. He was knowledgeable and helped me quickly
May 1, 2026
Reply from HBSUK
We're glad your appointment was great and our clinician was knowledgeable and helped you quickly.
Initial assessment is a bit tricky, but excellent once approved
I've generally had an exceptional experience with this company, once I've got the initial assessment, which can be a bit confusing and having to wait to hear back if my claim has been approved. But thereafter the service has been brilliant.
May 19, 2026
Reply from HBSUK
We're pleased to hear you've had an exceptional experience overall! We appreciate your feedback regarding the initial assessment process.
Reply from HBSUK
We appreciate your feedback. We are glad you received excellent service. Thank you.
Easy to access
May 18, 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!
Quick to arrange an appointment.
Quick to arrange an appointment.
Clear and concise diagnosis and strategy to deal with the issue.
May 18, 2026
Reply from HBSUK
We're pleased you found it easy to arrange an appointment and appreciated our clear diagnosis and strategy. Thank you for your feedback!
Appointment on time
Appointment on time, as easy as any explanations over the phone, quick result.
May 18, 2026
Reply from HBSUK
We appreciate your feedback and are glad your appointment was on time, with clear explanations and a quick result.
Very prompt and easily accessible.
Very prompt and easily accessible.
The recommended physio programme worked well to resolve the problematic pain. Also, the expert advice gave me the confidence and assurance that the exercises were the correct activities to undertake.
May 2, 2026
Reply from HBSUK
Great to hear using the HBS platform has helped you get the right care quickly. Thank you for your feedback!
Reply from HBSUK
We appreciate your feedback! We're glad our service was quick and easy.
Reply from HBSUK
Great to hear using the HBS platform has helped you get the right care quickly. Thank you for your feedback!
Referral consultation good but poor since
The referral booking and consultation was good but since then I’ve been unable to get an appointment for treatment. There aren’t any reputable treatment centres close to my home address on their system. Delays between calls and emails is not what I’d expect from private healthcare.
May 15, 2026
Reply from HBSUK
We appreciate you sharing your experience which we will pass onto the relevant team. If there is anything we can help you with, please contact us on 0115 857 3842.
Reply from HBSUK
We are pleased you found the session great, with clear explanations and guidance. We appreciate your feedback.
Very good service
Appointment arranged swiftly and completed within 3 days - excellent service. MRI scan appointment ran to time and staff were helpful and supportive, making it a positive experience.
May 20, 2026
Reply from HBSUK
We're pleased to hear your appointment was arranged swiftly. Thank you for your positive feedback about our helpful staff!
Fast and efficient process to progress…
Fast and efficient process to progress my issue to the next stage. Clear communication from the Physio
May 19, 2026
Reply from HBSUK
We're glad our process was fast and efficient, and that our clinician provided clear communication. We appreciate your feedback.
Virtual Lucy is awful
Virtual Lucy is awful It is a waste of time and money. Bring back people.
May 15, 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.
Great assessment with Jamie
Great assessment with Jamie. Listened to all my concerns, gave me some things to do and referred me for face to face physio sessions. Got an appointment with the physio the following day. Great service
May 18, 2026
Reply from HBSUK
We are so pleased to hear about your positive experience with your assessment and the prompt follow-up. We appreciate you sharing your feedback.
I am awaiting an appointment that i was…
I am awaiting an appointment that i was told would be contacted directly by the hospital for an MRI and have heard nothing
May 12, 2026
Reply from HBSUK
We appreciate you sharing your experience. We always aim to deliver prompt, effective care. However, there are, on occasions, unavoidable but short waits for certain tests / scans. Our contact centre tracks all imaging referrals and are efficient in chasing results to reduce potential delays.
A member of our team will be in contact, in the meantime If we can help with any further issues, please email at support@hbsuk.co.uk.
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