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
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Review summary
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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
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
Easy to book appointment however one of the specialists offered as “best fit” had no appointments for the next 5 months. Managed to book an appointment for a Video call a little over a week away. Foll... 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
4.0
Great
6K reviews
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Efficient Service
Efficient, speedy service with clear advice, recommendations and plan as to next steps
19 June 2026
Reply from HBSUK
We appreciate your feedback! We're glad our service was efficient and speedy, with clear advice and recommendations.
I’ve not had a call.
19 June 2026
Reply from HBSUK
Thank you for your feedback, please get in touch with our team who will be able to assist you 0115 857 3843.
Reply from HBSUK
Thank you for your positive feedback. We are glad our team were helpful and understanding.
Feedback
Failing to promptly arrange follow up appointment since monday until after complaint.
Then making false claims of calling when no calls have been received.
Hence resorted to alternative treatment.
16 June 2026
Reply from HBSUK
Thank you for your feedback, please get in touch with our team who will be able to assist you 0115 857 3843.
Video and audio refused to work
18 June 2026
Reply from HBSUK
Thank you for your feedback. We're sorry to hear that you had technical issues, if we can help you any further please get in touch with us on 0115 857 3843.
Reply from HBSUK
Thank you for your feedback - we are glad everything was clear.
Really impressed with the speed on…
Really impressed with the speed on which things moved, booking process was simple and quick. The professionalism of both consultants I spoke with was great, I felt listened to and supported.
19 June 2026
Reply from HBSUK
Thank you for your positive feedback! We're delighted to hear that the booking process was simple and quick for you. It's wonderful that our consultants made you feel listened to and supported.
The reporting form was completed on…
The reporting form was completed on Thursday evening and the earliest appointment that I could access was for the following Thursday. I therefore paid to solve the issue outside of AXA, I achieved this on the Friday. Rather than lose 5 days work, I only lost one. Even then the initial consultation was an over the phone event so it would have probably been longer in discomfort before the problem was resolved. I judge virtual Lucy from time of report to date of first physical meeting with someone to find a solution. If I am in the UK I get faster and more satisfactory results by going elsewhere. It might work well if I was overseas.
4 June 2026
Reply from HBSUK
Thank you for your feedback. Please note that our service is only accessible from within the UK, but we would be happy to assist you further if you need any support. Please call our team on 0115 857 3843.
What a complete waste of time!
What a complete waste of time!
The physio rang on a poor line and kept losing signal and then didn't call back. I then received another appointment for an unsuitable time. I replied to say I couldn't make it and suggested another time. I then received an email to say I'd missed the appointment at the unsuitable time and if I didn't reply my case would be closed. I have since sent a further email but without reply. This service is a joke.
19 June 2026
Reply from HBSUK
We appreciate you sharing your feedback and we are sorry to hear about the difficulties you experienced with your recent appointments and communication. Please contact our team who will be happy to assist you further on 0115 857 3843.
Reply from HBSUK
Thank you for your feedback. We're sorry to hear that you found our service confusing. We are always happy to help and support you through your journey with us, please give us a call on 0115 857 3843.
Limited appointments availability…
Limited appointments availability otherwise good smooth experience
9 June 2026
Reply from HBSUK
Thank you for your feedback, we will look into the appointment availability.
The telephone customer service did not…
The telephone customer service did not realise I already used 10 physio sessions this year, so we wasted our time in discussing additional physio.
11 June 2026
Reply from HBSUK
Thank you for your feedback, but we are sorry to hear you didn't have a positive experience. Please contact us if we can help you any further 0115 857 3843.
The process was quick and efficient and…
The process was quick and efficient and easy to follow.
10 June 2026
Reply from HBSUK
Thank you for your feedback! We're so glad you found the process quick, efficient, and easy to follow.
Friendly therapist who understood how…
Friendly therapist who understood how to treat my condition
18 June 2026
Reply from HBSUK
We're glad our friendly clinician understood you. Thank you for your positive feedback!
Reply from HBSUK
We're glad our service was easy to access when it suited you. Thank you for your feedback!
No output from the appointment
No output from the appointment - no copy of report sent, not passed back to Axa and goal for making appointment was not met - unfortunate waste of time as little outcome.
23 May 2026
Reply from HBSUK
We’re sorry you don’t feel your experience lived up to your expectations. Our aim is to get everyone the right care as quickly as possible, and we aim to deliver an excellent service for all patients. 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.
After some initial hurdles I found Axa…
After some initial hurdles I found Axa very helpful to book the appointment
5 June 2026
Reply from HBSUK
We are glad we could assist you with your appointment. Thank you for your positive feedback.
HAD A CALL WITH Physiotherapist ONLY TO…
HAD A CALL WITH Physiotherapist ONLY TO BE TOLD I NEED TO MAKE A FURTHER APPT WITH HIM FOR A VIDEO CALL AND HIS NEXT APPT WAS A FURTHER WEEK AWAY , NOT IMPRESSED! WHY GIVE THE OPTION FOR TELEPHONE CALL WHEN THE Physiotherapist REQUESTS YOU DO A VIDEO CALL THIS DELAYED MY FURTHER APPT BY OVER A WEEK ,
12 June 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. 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; we are glad you found our service quick and convenient!
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