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FAQs

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Take a look below for answers to our most frequently asked questions.

FAQS

What services does Virgin Care provide?

Virgin Care provides and oversees a wide range of health and social care services across the country on behalf of local authorities and the NHS, spanning from GP surgeries to children’s community services.

Why is Sir Richard Branson providing health and care?

Sir Richard is passionate about health and care and was previously vice-president of the Patients Association. Sir Richard decided to create Virgin Care because he believes that health and care services can be delivered in a more innovative way that focuses not only on the important outcomes, but also every person’s experience of care. Sir Richard wrote about his reasons for launching Virgin Care on his blog in January 2018.

I’m an NHS patient, why is Virgin Care providing my care?

Many years ago the government began asking a range of organisations to help provide NHS health and care services to patients as a way to improve quality, reduce waiting times and bring more innovation into the health service. We have been providing services to patients, on behalf of the NHS and local authorities since 2006.

Do you run private, paid-for services?

No. All of the services we operate are delivered in partnership with the NHS or with local councils. All of our services are publicly funded, but some social care and NHS Dentist services may make charges.

How are your private and public services kept separate?

Our private Health and Wellbeing Clinic services are operated by a separate part of the Virgin Care group, with a separate management team. Most NHS Foundation Trusts now also deliver a significant amount of private services to paying customers and use similar separation arrangements.

Does Virgin Care pay tax?

Virgin Care is a UK company based in the UK. We always have and always will pay our UK taxes in full.

How can I give feedback on the care I received?

We love your feedback as it helps us recognise the great work of our dedicated team and identify areas where there is room for improvement. We were the first provider in the country to ask patients in the community whether they would recommend our service to a family or friend. If you’ve recently used one of our services, you can complete the NHS Friends and Family Test, you can tweet us (@VirginCare), contact our Customer Experience Team or speak to the receptionist or manager in the service you use.

What are the Virgin Care values?

Our fundamental aim is to make sure everyone feels the difference when using our services. Our values underpin the way we deliver our services and treat our patients, and inspire our colleagues to make that difference. Our values are: Think; strive for better in everything you do and don’t just stop at the minimum requirement; Care; provide heartfelt service and understand the importance of communicating; Do; involve others in your work and show resilience.

How are Virgin Care services inspected?

Like every provider of regulated health and care services, we’re registered with the Care Quality Commission and our services are regularly inspected by their team. You can see our inspection reports on the CQC website, just like any other provider, but we also feature details of ratings on posters in our services and on our individual service websites.

Where we run services on behalf of the NHS or local authority, our commissioners also monitor and inspect our services regularly. On top of that, our patients inspect our services every day and let us know what they think.

How can I find out more information about Virgin Care?

If you have a question we’ve not answered, get in touch with us here. As we are not a public body, we are not covered by the Freedom of Information Act. FOIs about the services we deliver on behalf of public bodies should be sent directly to the commissioner responsible. Contact us if you’re not sure who that is.

How long has Virgin Care existed for?

We’ve been providing health and care services since 2006 but we have only been known as Virgin Care since 2012.

Why does Virgin Care use the NHS logo?

All providers of NHS services are required by the Department of Health to use the NHS logo so that NHS patients know the service is part of the NHS, and free at the point-of-use. We follow the NHS identity guidelines when we do, and our logo and name are usually also displayed in a secondary position so it’s clear who is providing the service to you.

We also use local authority logos alongside the NHS and our own logo where the service we’re providing is being funded by the local authority.

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