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
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
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
Company replied
Company details
- #34 of 40 best companies in Health consultant
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
Asks customers to review
This company invites their customers to review, whether positive or negative
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
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.
Scan
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 haven’t received any communication
21 May 2026
Reply from HBSUK
We appreciate you sharing your experience. We are investigating this matter to ensure better communication and service. Thank you for your feedback.
Great Service
21 May 2026
Reply from HBSUK
Great to hear using the HBS platform has helped you. Thank you for your feedback!
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.
Speed good but outcome not as expected.
I liked the fact I could speak to a doctor/specialist quickly. A course of action was agreed that an open referral letter would be produced should I wish to make an appointment with a consultant. At this stage I did not want to do that until I had spoken to my GP. I was surprised the next day to receive confirmation of a face to face appointment booked at a hospital with a consultant, which is not what was agreed at the time. I have had to take time to sort out this error.
22 May 2026
Reply from HBSUK
We appreciate you sharing your experience. We are reviewing our internal processes to prevent similar issues. If there is anything else we can help you with, please contact us on 0115 857 3842.
I was honestly pretty sceptical about a…
I was honestly pretty sceptical about a 20 minute virtual session, but it was genuinely really positive. To the point, results focused and empathetic. We talked through the issues and the next steps, checked my understanding a few times and once the session was done, I had my exercise program within 10 minutes. Really impressive.
21 May 2026
Reply from HBSUK
We're glad to hear your virtual session exceeded your expectations! It's great that our focused approach and quick delivery of your exercise program made such a positive impression. Thank you for sharing your experience.
Information was promised to be sent to…
Information was promised to be sent to me following the appointment, nothing received. Called back the following day and again told I should receive it in a couple of hours... still nothing has come through a day later. Spam emails checked aswell.
21 May 2026
Reply from HBSUK
We appreciate you sharing your experience. We are sorry to hear you have not received your information. I have asked a member of our team to contact you. If we can help with any further issues, please email at support@hbsuk.co.uk.
Reply from HBSUK
We're pleased you were happy with your experience and the advice provided. Thank you for your positive feedback!
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.
I am not really clear what the point of…
I am not really clear what the point of this service is. After every use, this is still followed up by a detailed call with AXA. The physio repeatedly asks you the same questions that were completed in the pre questionnaire and it all seems like a pointlesss, unnecessary step.
21 May 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 improve our service/ fix your issue for you/ etc. Please email us on support@hbsuk.co.uk
Reply from HBSUK
We appreciate your feedback! We're glad our service was good, booking easy, and experience helpful.
Very good service!
Extremely good service. Quick and easy no waiting around trying to get an appointment at the GP.
21 May 2026
Reply from HBSUK
We're glad you found our service extremely good, quick, and easy. Thank you for your positive feedback!
Was initially given same day…
Was initially given same day appointment with follow up same day to a senior practitioner who in turn made a MRI referral which was booked within the hour.
21 May 2026
Reply from HBSUK
We're glad to hear about your positive experience with our team and the prompt scheduling. Thank you for sharing!
Reply from HBSUK
We appreciate your feedback. We are glad it was convenient and helpful.
Reply from HBSUK
We are glad we could assist you and facilitate a face-to-face referral. Thank you.
Virtual Lucy
The experience was fine, however using the App on my iPhone was not. the screens did not load to my aspect ratio and became very hard to use.
20 May 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.
Lovely lady
Lovely lady - she understood my problem and made very good recommendations and sent me exercises straight away.
13 May 2026
Reply from HBSUK
We're so glad to hear our clinician understood your needs and provided helpful recommendations and exercises. Thank you for your feedback!
Reply from HBSUK
Thank you for your feedback! We are pleased your experience was positive.
Professional and Helpful
Accessed the HBSUK team via my work's health programme and found the physio to be professional, polite and very helpful.
20 May 2026
Reply from HBSUK
We appreciate you sharing your experience! We're glad to hear that our clinician was professional, polite, and very helpful.
Reply from HBSUK
We are glad you found everything easy to understand and well-explained. We appreciate your feedback.
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.