Babylon Health 

I’m leaving this review, as patients aren’t given an opportunity to respond to the provider’s summary. Amy Bessert, NP, stated I hung up the phone on her because I was frustrated she couldn’t see the results of my urinalysis on my phone during our visit…when in fact, the reason I was frustrated was because I sent the results earlier in the day to staff member Lidia G. who assured me she would upload it for my visit. She failed to do so, which I told Ms. Bessert, so she was being less than truthful in her notes. I was also frustrated that after asking me several questions regarding my possible UTI, Ms. Bessert told me I could have obtained a prescription for antibiotics from my primary care provider. I explained to her I was unable to get a timely appointment for primary provider to review my results, nor a prescription (that I wasn’t even sure was needed)…which was the reason I contacted Babylon in the first place. So she ended up offering to prescribe an antibiotic without seeing my lab results, in addition to referring to it as an “acute urinary tract infection” in her summary notes! I told her I would just call back. And yes, I didn’t think that conversation warranted a goodbye or a thank you. I ended up calling back and speaking with an actual doctor, who had the lab results in front of him, and as it turns out, I didn’t need an antibiotic anyway. Not only wasn’t it an acute UTI, it wasn’t a UTI. All I wanted was a medical professional to review my lab results.

Two appointments in the one day as part of my Bupa subscription and neither doctors turn up. No notification or anything. V v poor service

Terrible service, I did not receive the notification to refill my Metformin medication. They had cancelled 5 APPOINTMENT IN A ROW.

This used to be a good NHS service, 4-5 years ago I was able to get online appointments within hours and face-to-face appointments within 1-2 days booking via phone.
Now it takes 2 weeks only to get an online appointment, and there are no face-to-face appointments available.
The care received isn't great either, they all ask the same questions out of a checklist and even face to face visits are pointless.
Rubbish unless you pay privately, and even then, no face to face appointments are available.

I would say this is perfect for people who are fairly healthy without long term conditions. I've been with them a number of years now. Used to be able to talk to a GP on the same day but now it takes longer. Still, it's better than the 8am rush! You can see a nurse or pharmacist instead for kinds of things they're perfectly qualified to handle. I had a minor problem that was misdiagnosed at first but when I sent a photo of the symptoms it was put right. Had a blood test at their new permanent centre at Euston and there was no waiting and the place is lovely. Repeat medication is a breeze especially if you subscribe to a delivery service as well. Used to be frustrated with the help line but if I have a problem I now talk to a nurse or pharmacist instead who can set things right. I usually see whoever is first available as I'm not bothered about seeing the same person as they all read from the same notes anyway. If you insist on seeing the person you've seen before it may take longer.

12 day availability for the next appointment. Thinking of shifting to Uganda or Sierra Leone for better healthcare. Untrained nurses. Twice the nurse didn't know how to give an injection or draw blood.

Appointments cancelled last minute with no explanation, huge errors made with repeat prescriptions, an incompetent repeat prescriptions team that ignores emails and makes errors, 1 week+ waits for appointments.

My appointment this afternoon has just been cancelled with no explanation (I booked 8 days ago) and the next appointment is not for 12 days. This is my second appointment in a row that GP at Hand has cancelled without explanation.

I made a formal complaint to GP at Hand in 2022 after they negligently lost my repeat prescription for a medication that I must take daily, causing me a great deal of stress. The complaint took several months for them to investigate (or, it just took them several months to get around to replying to me) and no one called me to check if I was okay. Eventually I received an impersonal letter telling me that they would train their repeat prescriptions team better - I had at least hoped for a phone conversation.

I used to be a huge advocate for Babylon/GP at Hand and recommended it to many friends. It used to be such a convenient solution, with same day appointments, friendly CS staff, easy ordering of repeat prescriptions via the app. It is such a shame that it has gone so downhill. Today's cancellation has been the final straw and I will now be going back to a physical GP practice.

Had an appointment yesterday at 15, no one called me and at 15:25 the appointment just disappeared in the app, making me think that was cancelled.
I booked a new appointment but the first slot is in 1 week time.
Raised a complaint asking to set an earlier appointment and I was told that it's not their fault and that I need to actually wait one more week as they have no slot available before that (note that I have already waited one week for the first appointment).
They didn't even apologize.
They should be ashamed of the way they treat people in need of help.

App crashed frequently. Have booked several appointments and the GP just doesn't call. First you get messages they are running late, the a follow up message to say they tried several times and couldn't get through. All the while you're sitting next to you phone, on loud, with zero missed calls.
Total shambles.

Fast efficient service easy and quick to secure an appointment with a suitable medical professional.

Excellent service all the time! I couldn’t be happier with choosing Babylon to be my gp

What I find absurd with what the UK Government has permitted, is to allow this private app provider to earn it's profits and dish out convenience hypochondriac medicine, and then turf work back onto NHS GPs especially to order test, do face to face reviews and essentially make them hoover up and figure out what a pointless consultation it was in the first place, but medicalised by big Corporate. Babylon chose to essentially cherry pick it's clients, but then didn't want the dirty work after. It is a joke and blatant misuse of the NHS GPs to be their fail-safe. And there the public keep lauding private, we should be ashamed.

Always very quick, helpful and polite without long waits, convenient times, great service and the scripts get sent to the local pharmacy. There are the odd issues with the App but it is always solved by contacting them.

Accessible, simple, efficient - easily get an appointment or consultation when and where you need it. Then once you are in the process, you are efficiently progressed through multiple consultations that you can easily set up yourself and see all consultation notes as you go. So much more accessible and efficient. Great app and services.

Very helpful that you can get appointments within reasonable time and if you need to be seen there's various branch options. The GP's, nurses and practitioners are all brilliant too. Not had any issues thus far.

I changed to pay as you ago a few months ago because there is no way to cancel and leave. I just realise from my credit card statement today that they still charge me the annual fee. Why can't they give us an option to cancel everything and then just leave? Changing the payment plan is not equal to cancelling your subscription.

The service depends on the GP or staff you deal with in the day , some are really good and some are really bad but overall it’s not a bad virtual service. If not happy just rebook without some else.
The only major problem is you don’t get physical appointments if needed.
There is a minimum of 3-4 weeks wait before you can see anyone face to face. That’s the only major issue.
Rest is all good !

I am completely disgusted with the rude and aggressive attitude of the Doctors working in this so called service. Despite being unwell and therefore vulnerable, mine had zero empathy, continually talked over me, failed to listen to me and terminated the call without warning. Her attitude was like doctors of yesteryear with an attitude of ‘I know best’ and completely refused to entertain or involve me in the decision-making process regarding my own health. This is absolutely not what I expect from any GP, let alone from so-called private healthcare providers. There was absolutely no reason for this doctor to behave so unprofessionally; she had no respect for me as a patient or my wishes, and no understanding or appreciation of my situation. Her comments were unnecessary and served no purpose other than to undermine my future care.

I booked my appointment last night for this morning. Pharmacist Vijayalakshimi Saravanan was 17 minutes late and asked as soon as I picked up the call of I was driving. I explained I was on hands free. She would not speak to me and said I needed to request another appointment. I see another person named this person with a similar complaint. I then called Bupa who I pay £120 a month for to explain I'm cancelling my cover. It's no different to my own GP and Babylon can't even prescribe medication. WHATS THE POINT PAYING IF ITS NO DIFFERENT TO MY GP? Iv called a few times with different issues and I'm always left disappointed and wonder where my money goes. I didn't know who this company was until I took out Bupa cover. Lots of similar bad service complaints. I guess they can't get of keep their own customers so Bupa pay them to pick up calls. They are a waste of my time and money and I'll now be calling my cover with Bupa.

I've got a BUPA employee cover with my employer, and have been provided with a membership code (all gp consultations are supposed to be covered directly by my current policy) however, when I fill in the code, this is not recognized and the application would not upload my membership services either
There is no out of ours support service either