HBSUK Reviews 

Very clear & precise, gave me all the information I needed

Quick and easy appointment

Could not fault the whole experience, from the appointment booking, ease of logging in and the quality of the specialist .

I had instructions to book a face to face appointment, tried number times and all i get it is, no one is in your area :(

Great service. Attentive, helpful and knowlegable. Hoping next stages advised show results

Professional and knowledgeable

Very prompt assistance. Call was right on time, appointment sorted to see a consultant within a week.

so eager to help, never tried to make me jump through hoops or anything. easy system to use also

20 minute wait time, passed through 3 exchanges.
Couldn't get an appointment online so had to call, as they weren't showing for 2 weeks.
Once had an appointment, still no response on the next steps 1 day later.

I was able to get a phone call appointment very quickly

the pathway to virtual physio was quick and got appointment same day. however, i then had to call Axa to arrange further appointment in person and they gave me a local Nuffield gym, but they didn't have any appointments till next week. I then took it upon myself to contact another local physio who I'd used before and is Axa approved and they could fit me in within 48 hrs. Called Axa to tell them about this and was told I would have to contact Nuffield directly to cancel appointment, which I did. Overall, booking in person physio sesh was time consuming and inefficient.

Could not get video to work - apparently due to firewall on Work issued laptop. Known issue but not communicated at all.

Very professional and informative.

Quick service. Knowledgeable clinician helped make the process quick and simple with clear outcomes explained.

received a message saying they were sending options of th elocal services still nothing received

Helpful, quick and responsive. I've used them several times and I've always been able to get an appointment with a health professional (usually a physio) within days. The only issue I have is that we have an AXA-approved physio who comes into our building at work once a week, but he is never given as an option when Virtual Lucy contact me about booking a physio appointment. He's not on the list of physios they have and I only know about him because a colleague mentioned him. That means he's losing business, because he's not getting many AXA referrals, and colleagues miss out on the convenience of using an in-house physio when they're in the office. But apart from that, I'm very happy with my experience with Virtual Lucy to access my AXA healthcare, which I get through my work.

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. Follow up was a little unclear as I wanted to continue treatment with a physio I had already been seeing, but the system was offering appointments with other specialists. Eventually got this resolved by filling in the comments section to state my preference of physio.

I found the process more complicated than necessary for a straight forward Physiotherapy referral. Before making an appointment I had to complete two separate telephone assessments and form filling, during which many, all the questions were repeated. I also received a large number of emails, text messages for guidance which made the process feel overwhelming rather than helpful. In addition, the information provided about locating the physiotherapy centre was unclear and confusing. A more streamlined process with clear communication would greatly improve the overall patient experience.

To give more feedback to my experience it was awful and stressful. The first appointment was cancelled which caused issues with work plans, then I had to take a day off to reschedule an appointment. The place of Physiotherapy was very difficult to find, and once I did find it, there was no way of entering the building when the security guard on reception didn't turn up for his start time of the day. I eventually entered the building by way of following someone else in. So much for security and the use of swipe cards to enter the building. The physio was late, so I looked around the building on each floor of six floors, not one name of any company was listed on the wall or reception wall, no lift was working, so had to use the stairs with my painful back to find the physio room. When the security guard did finally turn up he asked me how he could help as I was sitting in his chair waiting for someone to see me. The chair was more suitable for my back than the chairs in the reception basically on the floor. Once myself and the physio was introduced she needed to know I was paying or she wouldn't carry on even though I said I'm with AXA, and I don't have to pay, its through work. So basically taking a day off work for 1/2 hour with the physio paying extortion amount for parking and fuel, losing time off work, nothing happened just another interview like the same questions asked on the appointment calls I had to get my initial appointment. Start to finish my experience was dismal.
Started a chat online with AXA to let them know, basically I was told it's nothing to do with AXA its the phsio I should be reaching out to. It just feels like its not organised AXA don't even know who they contract out and aren't bothered anyway. My complaint with AXA has just dissapeared.

Quick physio appointment, with really helpful feedback. Also the Lucy virtual app is great for teaching me how to do the exercises and reminding me to do them.

First time using service and it was so simple, got some great information and exercises for my condition