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 must be referred to use our services and/ or be an eligible AXA Health member.
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?
NHS patients can contact us here.
AXA Health members can contact us here.
Our contact centre is open Monday to Friday 8am – 8pm, Saturdays 8am – 1pm and closed on Sundays.
Who uses Virtual Lucy?
HBSUK works with over 50 NHS trusts and AXA Health to help reduce waiting times and get patients access to the right care, quickly. Patients need a referral to use the service or to meet the eligibility criteria of their health insurance policy.
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 uploaded 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 may also be able to log on with existing details including your NHS app log in details for NHS patients or you AXA Health log in details for health insurance members. Follow the onscreen instructions when creating 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.
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.
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 are an NHS patient who has been referred to Virtual Lucy and have not received a link, you can contact HBSUK here and select the patient queries option. AXA Health Members can 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. NHS patients can also contact us here and AXA Health members can contact us here.
