HBSUK Arvostelua 

The service was easy to use and you get an appointment quickly - would recommend!

The actual virtual consultation was very good and informative. When setting up the appointment I did spend time going through the booking options and looking for a physio that had the appropriate experience and area of expertise that was best for my needs. This was actually a bit of a struggle as the biographies and could have been more informative.

Easy to navigate through the booking process, quick response.

Great service. When called back when I didn’t hear my phone at allocated time.

The whole process worked really well, but with one exception. I found it impossible to actually connect to my virtual appointment. On the morning of my appointment I specifically called Virtual Lucy, to ask how I could 'enter the meeting room', as there was no information on the website. I was assured that a meeting invitation will appear 5-10 minutes before the meeting. But when I logged in just before the meeting, there was no invitation that I could see. Immediately I called Virtual Lucy back, and they said it should be there, under 'Upcoming appointments'. But I could not see anything on the screen. Thankfully, she was able to convert this call to an audio appointment only. But this was disappointing. I had rearranged my afternoon to have a video appointment, and the whole process creates unnecessary patient anxiety.

The conversation was fine but too many steps for a simple phone call.

Really good experience overall. Super easy to do a video call from anywhere. Good questionnaires where you can explain your issue with details and super friendly professionals that provide you the information and next steps very quickly

I waited from NHS more than 3 months for one MRI. After contact service in one week I received the results also.

Excellent service. Video is so easy to use. Easy to set up. I have fully recommended to friends and family. Will definitely be using you guys again. Thank you for all your help

Shoulder problem seemingly rotator cuff. Had to get an online consultation with an ACP, and then only referred for physio. After repeated pointless sessions, the physio couldn't then refer me on to a consultant / MRI. Instead a separate online consultation with another ACP and then referred for an ultrasound. Lots of chargeable touchpoints with no real benefit; moneymaking exercise for ACPs?

Update 10/09/2026
Less then 5 minutes with the radiographer for my ultrasound (arm held in three positions). It was noted that there is evidence of soft tissue damage, but now referred for an MRI anyway for a deeper shoulder inspection... I realise that an MRI is more expensive but if this is weighed against the charges for the no-value-added touchpoints...

A left shoulder issue a couple of years ago was far simpler: 1) online consultation with a GP, 2) Referral for MRI, 3) Meeting with consultant 'A' who scheduled a steroid injection 4) Meeting with consultant 'B' for injection (he'd actually reviewed my MRI and indicated that I needed surgery not a steroid injection), 5) Surgical procedure with consultant 'B'

Very helpful

Booking is straightforward. Also obtained authorisation from the medical insurance provider on my behalf making it easy for me.

ease of use, follow up information given

Overall, I’ve had a really positive experience with HBSUK. The whole process has been straightforward and well organised, and I’ve been impressed with how quickly things have been arranged. The service feels professional but also friendly and supportive, which makes a big difference when you’re dealing with health issues. Communication has been good, and I’ve felt that the team genuinely wants to help and make things as easy as possible. Overall, I’m very happy with the service I’ve received.

Wrongly advised

I felt in good hands, everything was explained very well to me

Very helpful, supportive and proactive

They have sent a Survey for Virtual Lucy. This is obviously an old brand- i've never heard of it.
for HBSUK I had technical issues with the first appointment i made (you need to have good broadband and mobile reception to have a consultation).
I rescheduled but availability wasn't great. I had the appointment last Thursday and opted to be referred for a face-to-face session. 6 days later i haven't heard anything.

It was a pleasure to deal with your company.Your representatives were efficient knowledge and friendly and made me feel important.They got to the root of the problem and organised everything for me.Well done Virtual Lucy.