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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Reviews shaping this summary
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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The appointments were quick they dealt…
The appointments were quick they dealt with my problem referred me and I got a scan within a week
17 June 2026
Reply from HBSUK
We're pleased to hear we could help quickly and efficiently. Thank you for sharing your positive experience!
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. Please email us on support@hbsuk.co.uk
Easy to follow instructions and issue…
Easy to follow instructions and issue dealt with in a quick, professional and helpful manner
17 June 2026
Reply from HBSUK
We're glad our instructions were easy to follow and your issue was handled quickly, professionally, and helpfully.
Reply from HBSUK
Great to hear using the HBS platform has helped you get the right care quickly. Thank you for your feedback!
Doctor was very good
Doctor was very good, on time and caring. Appointment required MRI referral at Princess Margaret in Windsor. 2 days later they’ve not received the request. They tell me That Lucy book their own. Call to Lucy and told that’s not the case. Told to wait 5 days. Not overly impressed with the plethora of emails either.
24 June 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 with you, in the meantime If we can help with any further issues, please email at support@hbsuk.co.uk.
The app was not working
The app was not working. Unable to attend the video appointment- audio call attended only.
25 June 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 carry out extensive technical and user testing to ensure the service is consistently available for our patients. 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.
Can't book in-person diagnostic test
Can't book in-person diagnostic test - despite trying multiple postcodes, it appears that there are no testing centres available. I then tried to book the home-visit option, but receive an error when trying to submit the request.
25 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. I have asked a member of our team to contact you. If we can help with any further issues, please contact us on 0115 857 3842 or email at support@hbsuk.co.uk.
Extremely professional and so helpful
Extremely professional and so helpful. Wonderful service
25 June 2026
Reply from HBSUK
We appreciate your positive feedback! We're glad our service was professional and helpful.
Reply from HBSUK
We appreciate your feedback. We are glad you found our team professional and friendly. Thank you for sharing.
Reply from HBSUK
We're glad our service was informative, thorough, and convenient for you. Thank you for your feedback!
Easy booking process
25 June 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.
Rapid service The process was easy and my appointment…
The process was easy and my appointment were very quick and local to me .
25 June 2026
Reply from HBSUK
We appreciate your feedback! We're glad your appointment was quick and convenient.
This is why I use private health…
This is why I use private health services, it does exactley what is says on the tin, nice and simple process to complete. No hanging around for weeks on end for a Dr appointment.
25 June 2026
Reply from HBSUK
We're so glad to hear you found our service simple and efficient, providing the prompt care you needed. Thank you for sharing your positive experience with us.
Reply from HBSUK
Thank you for you 5* review. We are glad you had a positive experience.
The issue is not with HBSUK it is the…
The issue is not with HBSUK it is the disconnect between how AXA understand it and HBSUK.
There shouldn't have been a need for the call in the first place.
25 June 2026
Reply from HBSUK
We appreciate you sharing your feedback regarding the communication between the two organisations. We are actively working to improve these processes.
Excellent service - trouble free and extremely efficient!
It was a very efficient process - I received the call promptly on time and Joy was excellent in assessing all requirements. We came to an agreed pathway going forward for my injury which allowed me to have the physio I needed immediately after the consultation. Joy had a warm and kindly nature which made the experience all the more pleasant.
I would also like to commend the kind person at AXA who arranged this appointment with great speed.
23 June 2026
Reply from HBSUK
We appreciate you taking the time to share your positive experience. We're glad you found the appointment quick and convenient.
Poorly written guidance
Poorly written guidance - incomplete and with poor standard of English. Even the GP surgery didn't understand recommendation so had to have a follow up appointment. Total waste of time.
17 June 2026
Reply from HBSUK
We are truly sorry to hear about your frustrating experience with our guidance and the inconvenience it caused with your GP. 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
No feedback…
Every thing is good but no feedback even if to confirm the requested data was received
19 June 2026
Reply from HBSUK
We appreciate your feedback. We are sorry for the lack of confirmation regarding your data submission. We are working to improve this process.
Reply from HBSUK
We're glad you enjoyed your experience. We appreciate your kind words about our service.
Reply from HBSUK
Thank you for your 5* review. We are pleased your experience was positive.
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