Introducing Virtual Lucy
Your route to fast, convenient specialist care
What is Virtual Lucy?
Don’t wait any longer for answers to your medical condition. Virtual Lucy, our digital outpatient service, is the fastest and most convenient way to get a specialist assessment and access the right care or treatment for you.
With Virtual Lucy you can have your condition assessed by a specialist more quickly than waiting for an outpatient appointment, and from the comfort and privacy of your home. Your condition is reviewed by specialists exactly as if you were attending an outpatient appointment at hospital. If your specialist decides they need more information or an in-person appointment before making their assessment, they will let you know, though most patients don’t need this.
You’ll receive feedback from a specialist within 3 working days of sharing your information via our secure, online portal. This will include a personalised care plan outlining your next steps, including any follow-up appointments, and referrals for tests or treatment. Depending on your specialist’s recommendation, follow up appointments can be via video or in-person.
Virtual Lucy is provided by Healthcare Business Solutions UK (HBSUK) which is part of the AXA Group. HBSUK is a leading provider of healthcare services to over 50 NHS Trusts and private healthcare patients in the UK.
See our Frequently Asked Questions for more information about Virtual Lucy and the service we provide..
How it works?
1
Create an account on Virtual Lucy. We will provide details on how to do this. You need to be referred to use the service or be an eligible AXA Health member.
2
Share your information. Provide your medical history, details and relevant photos through our secure online platform, Virtual Lucy.
3
Receive a specialist review. A qualified specialist consultant (or physiotherapist for musculoskeletal issues) thoroughly reviews your information.
4
Get your personalised care plan. Your specialist creates a tailored care plan, including any necessary tests, diagnostics, rehabilitation exercises and follow-up appointments which can all be arranged before you set foot in a hospital.
What are the benefits?
Am I eligible to use Virtual Lucy?
Patients must be 18 years or over.
For information on your eligibility to use Virtual Lucy and how this may affect any excess, monetary outpatient limit or specialist consultations limit on your policy please refer to your policy document or contact AXA Health here.
Frequently Asked Questions
Got a question about Virtual Lucy, our online outpatient service, or looking for more information? Why not browse our frequently asked questions to find answers to some of the most common questions our patients have.
About Virtual Lucy
▶ What are the benefits of using Virtual Lucy?
Virtual Lucy allows you to have your condition assessed by a specialist more quickly than waiting for an outpatient appointment, and without travelling to hospital to see a consultant. If you need any tests these can also be arranged for you with more choice and just as quickly as following an in-person appointment.
▶ Which services do you offer on Virtual Lucy?
We currently offer online outpatient services in some of the most common areas requiring specialist care. These include Dermatology (Skin) , Gastroenterology (Digestive Health), Musculoskeletal (Muscles, Bones and Joints), Urology (Urinary and Reproductive), Neurology (Nervous System) and Cardiology (Heart). Please note, you need to be an eligible AXA Health member to use these services. You may also need a GP referral.
▶ Who is HBSUK
HBSUK is a healthcare company that helps people get the care they need, quickly. Founded in 2012, HBSUK provides services to over 50 NHS trusts and to AXA Health members. HBSUK is part of the AXA Group of companies.
▶ What is the relationship between AXA Health, HBSUK and Virtual Lucy?
Virtual Lucy is an online outpatient service developed by HBSUK; a UK based healthcare provider. HBSUK is a subsidiary of AXA Health and part of the AXA Group of companies which operates in 51 countries, serving 94 million clients globally.
▶ How do I contact HBSUK?
AXA Health members can contact us here.
Our contact centre is open Monday to Friday 8am – 8pm, Saturdays 8am – 1pm and closed on Sundays.
About My Care
▶ Do I get the same level of care using Virtual Lucy?
Yes, you will experience the same level of care in your initial assessment as you would in a traditional face to face outpatient appointment, without the inconvenience of travelling to a hospital. If your clinician determines you need a follow up diagnostic or appointment, this will be arranged for you. We believe patients should get the most convenient service for them which is digital when it can be but in-person when it needs to be.
▶ What happens once I have provided my information into Virtual Lucy?
Your information is reviewed by specialists exactly as if you were attending an outpatients appointment in hospital. Once they have received your information, your specialist will create a personalised care plan which will be made available to you in the documents section of Virtual Lucy. If a specialist feels they need more information they will contact you to obtain this, although this is not required in the majority of cases.
Please note, the process for AXA Health members using the Muscles, Bones and Joints service operates slightly differently. You can find more information on this service here.
▶ How can a specialist diagnose me accurately without seeing me?
The questionnaires you complete are carefully designed and validated by clinicians to ensure all relevant information, including photos, is collected to allow an accurate assessment of your condition and create a care plan. If a specialist feels they need more information they will contact you to obtain this, although this is not required in the majority of cases. If your specialist feels a physical examination is essential before they can make these decisions, they will arrange for you to attend an in-person appointment.
▶ How long will it take to have my condition assessed?
Your condition should be assessed by a specialist consultant within 3 working days and the feedback will be shared in your personal care plan. You will receive an email notification once your care plan is ready.
▶ Who reviews my information? Is it actually a specialist?
Your information and medical history will be reviewed by a consultant who specialises in your condition. For musculoskeletal related issues, initial assessments can be with a physiotherapist, advanced practice physiotherapist or a consultant orthopaedic surgeon. If necessary, the physiotherapists may then refer you to an orthopaedic or trauma consultant. However, they can provide the help needed in 92% of cases.
▶ How do I see the feedback from my specialist?
Your personalised care plan and any next steps can be found in the Documents section of Virtual Lucy. Your care plan will explain who to contact if you have any questions.
▶ How can I access my test results?
Your specialist will write to confirm any test results and the next steps. You will get an email notification when your results have been reviewed by a specialist and made available. You can find your results and further information in the Documents section of Virtual Lucy.
▶ Is it safe to use Virtual Lucy?
Yes. You receive the same level of care as you would receive in a hospital but faster and more conveniently. Patient outcomes and experiences are monitored to continually improve the service in a way that is not possible for face-to-face appointments.
HBSUK’s Medical Advisory Board (MAB) is made up of some of the most experienced consultants and clinicians from across the UK. The MAB oversee all clinical decisions and governance within HBSUK to ensure the highest standards of patient care and safety.
Care provided through Virtual Lucy is also regulated by the Care Quality Commission (CQC), the independent regulator of health and social care in England.
How Virtual Lucy Works
▶ How do I access Virtual Lucy?
You will be sent a link and one time password via text message and email. Simply click on the link to access the service and follow the onscreen instructions. You will need to set up an account if it’s the first time you have used the service.
If you are an AXA Health member, AXA Health may set up an account on your behalf if you have contacted them about conditions which can be assessed through Virtual Lucy.
▶ Do I need to set up an account?
Yes, you will need to create an account the first time you log onto Virtual Lucy and change your password. You can also use your existing AXA Health login details to access the service. If you first log in with your AXA Health account details, please use this route every time you access your account
▶ I can't log in. How can I reset my password?
You can use the ‘Forgot your password’ option on the log in page which will generate an email and allow you to reset your password.
If you have previously logged in via your AXA Health account you need to contact AXA Health to reset your password and the ‘Forgot your password ‘ link will not work.
If you log in with your AXA Health account details, please use this route every time you access your account.
▶ I haven’t received a link to access Virtual Lucy. How do I get one?
Please check your junk or spam folders as emails can sometimes get caught behind security filters. If you have still not received a link, you can contact us here.
▶ What technology do I need to use Virtual Lucy?
You don’t need any special technology or to download an app, although we recommend you have the most recent version of software installed.
Virtual Lucy is a web-based system that you can access on a phone, tablet or PC. You can use Safari, Chrome, Firefox, Edge or Mozilla browsers.
You may find it easier to use the larger screen size on a tablet or PC to share your medical information and history.
▶ I have been referred to use Virtual Lucy. What should I do first?
Set up your online account using the link provided and complete the questionnaires about your condition and your general health.
▶ Where can I find out more about Virtual Lucy?
You can find additional information in the Support section when you log into Virtual Lucy. This includes information about how to book, cancel or reschedule appointments. For further information, please contact us here.
Online Safety and Security
▶ Is my information and personal data safe?
Yes. HBSUK adheres to the highest standards of data security to protect patients and clinicians.
Virtual Lucy has been developed under a Quality Management System certified to ISO 9001 and ISO 27001. HBSUK is and Cyber Essentials Plus accredited. We are also registered with the Information Commissioners Office (ICO) and the Digital Security Protection Toolkit. Virtual Lucy also meets reliability, security and safety standards set out on the NHS’ Digital First Online Consultation and Video Consultation (DFOCVC) framework.
Your data is safely processed and stored in the UK in state-of-the-art Amazon data centres featuring multiple layers of physical, environmental and software defences. A Data Protection Impact Assessment has been performed in partnership with an independent expert. Penetration testing has also been undertaken by an independent specialist. All risks identified have been mitigated.
▶ How do I know if the link I have received to access Virtual Lucy is genuine?
You will only receive a link if you have had confirmation that you have been referred to Virtual Lucy or have created an account yourself. The email will come from support@hbsuk.co.uk or support@virtuallucy.co.uk. If you have any questions about the authenticity of an email or other communication regarding Virtual Lucy, you can contact us here.