Introducing Virtual Lucy
If you’ve been referred to Virtual Lucy for a consultation, you can find out more about what to expect right here!
This platform is designed to make your healthcare journey easier, quicker, and more convenient. Here’s everything you need to know about using Virtual Lucy.
What is Virtual Lucy?
Virtual Lucy is a secure online platform that connects you with the right healthcare specialists without needing to visit the hospital. Your virtual assessment allows you to have a consultation from the comfort of your own home.
Whether you need a quick follow-up or a detailed consultation, Virtual Lucy ensures you get the care you need quicker.
Find out how much quicker you could be assessed by a specialist using Virtual Lucy!
Source: Lane, Clark and Peacock, 2024
How does it work?
Step 1:
You will either receive communication from your trust regarding Virtual Lucy or receive an engagement letter from HBSUK. In the upcoming week you will receive a phone call or text message with a link to register and set up your account on the Virtual Lucy platform.
Step 2:
Once logged in, you’ll be asked to fill out a detailed questionnaire about your medical history and the specific condition you have been referred for. You also have the option to upload any relevant photos or supporting documents. This information helps the consultant assessing your case understand your condition in more detail. We ask that you provide as much information as possible during the completion of your survey.
Step 3:
A consultant will review your submitted survey and they will assess your condition. After your assessment has been reviewed, the consultant will provide a care plan which could include treatment advice, further tests, or a recommendation to see another specialist. Your GP will also receive a summary of your assessment, ensuring everyone involved in your care is up to date.
Why should I use Virtual Lucy?
We understand that new technology can be a little daunting, but with Virtual Lucy you can take control of your healthcare journey.
Instead of waiting weeks for an appointment, Virtual Lucy connects you with a specialist quickly, often within just two weeks. It’s a convenient and efficient alternative to traditional waiting lists, allowing you to access expert advice from the comfort of your home. With Virtual Lucy, you receive personalised care faster, helping you get the right treatment sooner and reducing the stress of long waiting times. It’s healthcare that fits around your life, not the other way around.
Am I eligible to use Virtual Lucy?
Patients must be 18 years or over.
If you are eligible to use the service you will be notified by your trust.
What are the benefits?
Some of our NHS clients
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 advantages of using Virtual Lucy?
Virtual Lucy offers a faster way to have your condition assessed by a specialist, bypassing the wait for traditional outpatient appointments and eliminating the need for hospital travel. Should you require tests or any follow ups, these can be arranged quickly and efficiently for you.
▶What specialities does Virtual Lucy cover?
We currently provide NHS online outpatient services in common areas requiring specialist care: Dermatology (skin), Urology (urinary and reproductive), and Neurology (nervous system). A referral from your NHS Trust or Health Board is required to use our services.
▶Who is HBSUK?
HBSUK is a healthcare company established in 2012, dedicated to helping patients get the care they need quickly. We partner with over 50 NHS trusts, delivering services to patients.
▶How do I contact HBSUK?
You can reach us via our contact page or call us on 0115 647 0231.
▶Who is eligible to use Virtual Lucy?
To use the service, you must have a referral from your NHS Trust or Health Board.
About My Care
▶Does Virtual Lucy provide the same standard of care as in-person appointments?
Yes, your initial assessment through Virtual Lucy provides the same high standard of care you would receive in a traditional face-to-face outpatient appointment, without the inconvenience of hospital travel. If your consultant determines a follow-up diagnostic or appointment is needed, this will be arranged for you. We aim to provide the most convenient service for patients, using digital solutions when appropriate and in-person care when necessary.
▶What happens after I submit my information to Virtual Lucy?
Your submitted information is reviewed by a trusted UK based NHS consultant, just as if you were attending an outpatient appointment at the hospital. Once reviewed, your consultant will create a personalised care plan, which will be accessible in the documents section of Virtual Lucy. In most cases, further information is not required; however, if your consultant needs additional details, they will contact you.
▶How can a specialist accurately diagnose me without a physical examination?
The questionnaires you complete are clinically designed and validated to gather all relevant information, including photos, enabling an accurate assessment of your condition and the creation of a comprehensive care plan. If your consultant deems it necessary, they may contact you for more information or to arrange a physical examination, although this is not typically needed.
▶How quickly will my condition be assessed?
A trusted UK-based NHS consultant will assess your condition within two weeks. Feedback will be provided in your personal care plan, and you will receive an email notification once it is ready.
▶Who reviews my medical information? Is it an NHS consultant?
Your information and medical history will be reviewed by a UK-based NHS consultant specialising in your specific condition.
▶How do I access feedback from my specialist
Your personalised care plan and any next steps are located in the "Documents" section of Virtual Lucy. Your care plan will also provide contact information should you have any questions.
▶Is using Virtual Lucy safe?
Absolutely. You receive the same level of care you would in a hospital, but with added speed and convenience. Patient outcomes and experiences are continuously monitored to improve the service in ways not possible for face-to-face appointments. HBSUK's Medical Advisory Board (MAB), comprised of highly experienced consultants and clinicians from across the UK, oversees all clinical decisions and governance 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 much does using Virtual Lucy cost?
Virtual Lucy is a service provided by the NHS so there is no cost to you as a patient.
How Virtual Lucy Works
▶How do I access Virtual Lucy?
You will receive a link via SMS to access Virtual Lucy. If you have log in details for the NHS app you can use these to login to Virtual Lucy. Alternatively, you can select the ‘Guest Access’ option to access the service.
▶What technology is required to use Virtual Lucy?
Just a device with an internet connection—like a smartphone, tablet, or computer.
We recommend having the most recent software version installed. Virtual Lucy is a web-based system accessible 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.
Getting Started with Virtual Lucy
▶I've been referred to Virtual Lucy. What's my first step?
Please set up your online account using the link provided to you. After that, please complete the questionnaires about your condition and general health.
▶I haven't received a link to access Virtual Lucy. What should I do?
Firstly, check your junk or spam folders, as emails sometimes get caught by security filters. If you have been referred to Virtual Lucy and still haven't received a link, please contact HBSUK on 0115 6470 231 and select the ‘patient queries’ option.
▶Where can I find more information about Virtual Lucy?
You can find additional information in the Support section once you log into Virtual Lucy. This includes details on how to book, cancel, or reschedule appointments. If you still have questions, you can contact us here.
Online Safety and Security
▶Is my information and personal data secure?
Yes. HBSUK maintains the highest standards of data security to protect both patients and clinicians. You can find more details about our security and compliance here.
Virtual Lucy has been developed under a Quality Management System certified to ISO 9001 and ISO 27001, and HBSUK is Cyber Essentials Plus accredited. We are also registered with the Information Commissioners Office (ICO) and the Digital Security Protection Toolkit. Additionally, Virtual Lucy meets the reliability, security, and safety standards set out in the NHS’ Digital First Online Consultation and Video Consultation (DFOCVC) framework.
Your data is safely processed and stored in the UK within state-of-the-art Amazon data centres, featuring multiple layers of physical, environmental, and software defences. A Data Protection Impact Assessment has been conducted in partnership with an independent expert, and penetration testing has also been undertaken by an independent specialist. All identified risks have been mitigated to ensure your data's safety.
▶How can I tell if a link to access Virtual Lucy is legitimate?
You will only receive a link if you have been referred to Virtual Lucy. Emails will come from support@hbsuk.co.uk or support@virtuallucy.co.uk. If you have any doubts about the authenticity of an email or other communication regarding Virtual Lucy, please contact us here or call 0115 6470 231.
Regulatory Information
▶Is Virtual Lucy registered?
Yes. Virtual Lucy is a Class I Medical Device registered with the Medicines and Healthcare products Regulatory Agency (MHRA). This means our platform meets strict UK standards for safety, performance, and data security. It is designed to gather your information securely so your consultant can provide you with the best possible care.
You can find our Regulatory Statement, Intended Use statement and Instructions for Use here. A paper copy of these instructions can be requested at no cost by contacting info@hbsuk.co.uk.