HBSUK Reviews 

My experience of using Virtual Lucy was brilliant. I saw a knowledgeable physiotherapist online who explained my likely diagnosis, outlined the next steps, and arranged an MRI scan to confirm it—all without me having to leave the house.
The only issue I experienced was logging into the video call. AXA changed my membership number this year, which has caused several frustrating problems with logging in and updating my membership details, even though we've been members for many years. Unfortunately, this meant I missed my first Virtual Lucy appointment.
Overall, I'm very grateful for the service and the support I received.
Thank you,
Hannah

Understood my problem and asked relevant questions to help identify the issue. Punctual to our appointment. Pleasant experience and felt at ease to discuss my problem.

Straightforward to use. Thanks

The first time I reported an issue using this system a report was raised then cancelled the day of the appointment saying that it was not covered under my plan. However ever when I called up the report could not be found and the lady i spoke to had to ask all the question again and it was covered.

Never got to speak to a human, had to fill out an overly complicated form duplicating my symptoms which I’d already told a GP, then got some form of AI report back. Doubt a human even looked at it. Will probably take my chances with death next time, will be a lot less stressful.

Very simple to use
Quick response

Apart from the seemingly endless (and repetitive) information I had to provide via their online form, the HBSUK "Virtual Lucy" service uses a laptop environment at their end to connect to patients phones. I had a physio appointment that was made almost impossible by this system. Despite me having 5 bars signal strength and full 5G coverage, and having made a number of calls without any issue from that location that day, the conversation with the HBSUK Physiotherapist was terrible. She would ask me a question but i got 2 words, then 2 seconds silence than 2 words, then the 2 seconds silence again, and so on. It never improved. I tried everything my end, changing locations, switching between phone and headset, asking her to call back after I reset my phone's connection, etc, but the faults were consistent. I tried making another call from the same location directly after the physio call and the connection was perfect, so I can only assume it was a problem with the platform she was using. As a result, I had to guess what she was saying, and fill in the gaps to work out what she was asking me. I have no idea if I was giving the right answers to the half-heard questions, but considering that she tried to call me a number of times and nothing improved, I saw no value in rescheduling, and I needed her permission to see a specialist ASAP as I was in considerable pain.

Overall, a reall poor experience, and I hope not to have to use this service again, as it only added to my distress.

responsive. prompt action. professional

She listened to me and asked relevant questions and has referred me for physio after her assessment which is what I needed thank you 😊

Call was set up same day all was very professional and informative .

Easy to connect and the signal was very clear. Able to see and hear very clearly. Once connected, the consultation was very good. Was able to go into great detail to enable me to get the help I required.

Straightforward way to obtain my referral

The app which is really more of a website is not easy to use and has tendency to glitch.
After completing a lengthy sign up and registration processs to access the appointment, I am now asked to redo all the questions again even though I’ve already done it otherwise I cannot see the status of my appointment follow ups.

Great service

First virtual appointment cancelled by physio without my knowledge - no email etc. I was in the 'waiting area'. Had to phone to get an answer. Two subsequent video appointments couldn't be accessed by physio so had to phone me, useless when describing x-rays or being able to see my area of arthritis. Third appt with an alternative physio to hopefully be via video, was booked without my knowledge, by the original physio as she was off on leave - no reason why she didn't mention this in out telephone call. All in all very disappointing with their video options as I have been in the 'waiting area' but physio didn't have the option to connect to me. Seems this service has a problem with video calls.

Booking process