HBSUK Avis 

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

Very efficient and made the process so user friendly

Fast service and I was put in touch with a specialist who was knowledgeable and helpful.

The video call with the physiotherapist was really good. I was a bit skeptical, but the quality of the video and the sound was good, I could understand everything and he was listening carefully. He asked me a lot of questions and provided me with an immediate feedback and gave me some exercises on the app.

Very fast response, detailed questions to understand my condition in order to correctly progress my treatment and very helpful with tips on what to do in the meantime.

Easy to arrange. Helpful advice and speedy follow-up

Friendly, prompt. Advised where I could be referred to and what would happen next. Happy to do online again if needed.

Great customer service

Convenient and easy to use. Great to fit around work.

From start to getting the appointment with a specialist was so straight forward, I called on Tuesday & I’m seeing a specialist the following Tuesday that’s efficiency

The consultant phoned exactly when he said he would. We had our consultation and then he organised for a Doctor to call me the next day.

Booking process was easy and fast. I am completely satisfied how I got a service I ordered.

Appointments are accessible with good availability. Even the specialist will be available within a month.

Super easy to book an initial appointment. Clear and complete assessment, referral appointment made for me and approval obtained from insurance company on my behalf. Excellent service

Virtual Lucy have provided me with a quick route to advice and treatment relating to sciatica. Booking an appointment has been easy through their online portal, finding skilled physio's to talk with about the issue has been easy and they've allowed me to navigate through a care pathway really quickly.

Very professional in asking and explaining everything from start to finish really really good service and booking process

I couldn’t believe how fast and easy it was to be booked to speak to a physio on Video call. Amy Bennett was excellent, had me doing lots of movements. And made me fill better about my injury. Many thanks to her and virtual lucy.