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
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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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Consulatnt Selection
As I’m not sure what part of my Virtual Lucy experience with HBSUK this survey is referring too, I’m break down my experience:
My appointment with the Physiotherapist went very well and was very helpful. The recommendation from the Physiotherapist was to see a consultant for investigation. The Physiotherapist informed me that I would be provided with a few consultants local to me, so I can arrange an appointment/
This was where I was very disappointed. I received an appointment with a single consultant that was already arranged for me. The date was not possible for me to attend as I was going to be on holiday. I then had to contact the hospital to re-arrange the appointment, where it may have been possible if I had a choice I could have arranged an appointment with a different consultant that was free before my holiday.
May 12, 2026
Reply from HBSUK
We appreciate you sharing your experience and feedback with us. We are glad to hear your appointment was helpful. We understand that having a single, pre-arranged appointment that conflicted with your holiday was frustrating, especially when you expected more options. We are reviewing our process for consultant referrals to ensure we provide choices that better suit individual needs and schedules. If we can help with any further issues, please email at support@hbsuk.co.uk.
The concept is excellent but I had…
The concept is excellent but I had great trouble getting the video call to work. I couldn't grant the appropriate permissions so I had to have a regular phone call
April 28, 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.
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
Had video appointment
Had video appointment. Couldn’t login in. When I did login there was no claim showing or appointment booked. Phoned for help and call was disconnected.
Consultant phoned me and discussion took place.
May 15, 2026
Reply from HBSUK
We’re sorry you’ve experienced technical 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 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.
Was not any better than contacting my…not at all
Was not any better than contacting my own GP
May 6, 2026
Reply from HBSUK
We appreciate you taking time to review our service. If there is anything else we can help you with, please contact us on 0115 857 3842.
Very good interaction with a physio…
Very good interaction with a physio over the phone. Exercise plan sent via email easy to read and execute. Thanks b
May 13, 2026
Reply from HBSUK
We appreciate your feedback! We're glad you found the phone interaction helpful and the exercise plan clear and easy to follow.
Fantastic assistance and understanding.
Fantastic assistance and understanding, and an appointment was made for me at the earliest opportunity. I was taken great care of when booking an appointment.
May 11, 2026
Reply from HBSUK
We appreciate you sharing your positive experience! We're glad we could provide fantastic assistance and understanding, and that your appointment was booked promptly.
No need to do anything you’re own they…
No need to do anything you’re own they just all for you
May 14, 2026
Reply from HBSUK
We are so glad to hear you had such a positive experience with us! Thank you for your kind words.
The Service i got once the appointment…
The Service i got once the appointment was made was great. But unable to work out how to make an appointment, in the end phoned and a member of staff at AXA Healthcare booked it for me
May 13, 2026
Reply from HBSUK
We're glad the service met your expectations. We appreciate your feedback regarding appointment booking and will review our process. If there is anything else we can help you with, please contact us on 0115 857 3842.
Very good at listening to problems and…
Very good at listening to problems and had read through answers to questions I was given prior to appointment.
May 14, 2026
Reply from HBSUK
We're pleased to hear that our team was attentive and prepared for your appointment. Thank you for your review!
My examination with the physiotherapist…
My examination with the physiotherapist was excellent. She dealt with me in a professional and empathetic way. However, the technology let us down. In spite of my camera and microphone testing OK, we could not establish a video link and had to do it by phone. That should be looked into. I am reasonably adept at Zoom and Team video conferencing, but this did not work.
May 13, 2026
Reply from HBSUK
We are glad our clinician provided excellent care. 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.
Reply from HBSUK
We appreciate your feedback. We are glad our service was quick and knowledgeable.
Physio Enquery
HBS was prompt in scheduling time with a physio therapist, to guide on my recovery
May 14, 2026
Reply from HBSUK
Great to hear using the HBS platform has helped you get the right care quickly. Thank you for your feedback!
Really good service.
May 14, 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.
Really compassionate and listened to my…
Really compassionate and listened to my concerns
May 7, 2026
Reply from HBSUK
We are glad our team was compassionate and listened to your concerns. Thank you for your feedback!
Reply from HBSUK
We appreciate your feedback! We're glad our booking system was easy and our staff helpful.
Friendly professional service
Friendly, professional service, appointments were available very quickly, diagnosis and prompt referral.
May 13, 2026
Reply from HBSUK
We appreciate your feedback! We're glad our service was friendly and professional. It's great you received a prompt diagnosis and referral.
Triage
Booking, service, user experience all good. When HBSUK consultant could not get through on video call, she telephoned me promptly.
May 14, 2026
Reply from HBSUK
We're pleased to hear you had such a positive experience with our booking, service, and user experience. We appreciate your positive feedback!
quick easy to use
May 15, 2026
Reply from HBSUK
We're so glad you found the HBS platform easy to use! We appreciate your positive feedback.
Friendly helpful staff
May 14, 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.
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