Babylon Health 

I had the bad fortune to be Ill over the bank holiday w/e and was unable to contact my GP or get through to 111.
Spent 25 minutes getting hold of Babylon- answered loads and loads of questions to get the stunning news ‘ you need to see a doctor’. I made a telephone appointment with a Babylon clinician - but the next slot was more than 3 days away. Eventually I got through to 111( 60 + mins) who were very helpful and able to prescribe medication immediately. So I cancelled the Babylon appointment- all in all a bit of a waste of time…

Disgrace. Waited 24 hours for the appointment. Then I get a message to say they are running late. And then that I've missed the appointment. No call to my mobile, as indicated, nothing. Absolute disgrace.

Very poor service on 2 occasions but the one from this morning broke the camels back.

How can an appointment booked for 8.10am in the morning be cancelled by the Clinician at 8.11am without adequate attempt to contact the patient? I was scheduled to meet with Vijayalakshimi Saravanan, how unprofessional!

How? I’m confused as to why someone will be this cruel. I woke up early, checked in for the appointment on the app and sat there waiting for the phone call only to hear a beep on my phone which was too short to ring and then an email to say appointment has been cancelled all these happened in less than 1 minute!!

How despicable!

Brilliant service, excellent Doctor and prescription service. I have had initial and follow up appointments all went very well, and great to be able to talk to the same doctor each time.

I am on anti anxiety tablets. I was notified by Babylon that I was due a repeat prescription. I ordered them through the app as usual, but for the chosen pharmacy I put in my parents postcode in Wales as I am visiting home for Christmas (I normally live in a London). It came up with various pharmacies in the area, so I chose the one nearest to my parents house and thought that was it. I got the notification a few days later to tell me it was ready to pick up. When I went to the pharmacy, they had no record of any prescription at all. I called Babylon and spoke to someone who told me that they had sent it to my usual London pharmacy. Frustrating but I thought that they would just re-send it to the Wales pharmacy. After saying he’d call me back (he didn’t) I rang again yesterday. I spoke to someone who told me to call back today as that’s when the team who deal with prescriptions are working. I called back again today and was told that they know it’s urgent and it should be sent today. It’s now 9pm and I still haven’t heard anything back from Babylon and they have not sent my prescription to the pharmacy. I run out of tablets tomorrow (Christmas Eve). Every time I call, I speak to someone who says they will call me back and they don’t. I have explained that the whole purpose of these tablets are because I suffer from anxiety and this certainly isn’t helping. It’s also advised not to suddenly stop taking this medication abruptly, something I may have to now do. I have no access to my anti anxiety tablets and I’ve had to resort in calling 111. Absolutely terrible service, thank goodness I have a supportive family to help me but some people would be in a terrible state if they were in my position. No access to my prescribed medication by a service that’s supposed to provide “care” and “support”. Absolutely ridiculous.

Babylon Health Care is very easy to use in order to book an appointment. Appointments are available as close as the next day and if you are lucky, even on the same day! The Health Care people who took care of me so far, are professional, good listeners and very supportive. I am very please with the service that I am receiving and I am happy that I have this group of professionals to take care of me.

This review is 3 parts. 1. The doctors and pharmacists are fantastic. I've always been happy or very happy with the GP or prescribing Pharmacist. I have a chronic (ie long-term) health condition, so I have to have bi-monthly check-in. Easy, professional. 2. The app itself: meh. Mostly fine, seems secure, straightforward for appointments but Dear God the functionality on the Repeat Prescriptions has never worked. Despite repeated reports and emailing all my details, it still does NOT work and I am forced to make another appointment and waste everyone's time and NHS resources. (check below, a rep from the app will say Sorry to hear that, email us your details, again.) So for Prescriptions, it's a poor review from me. 3. The leadership: must be focused on growth, costs, and profits, not on customer services or app functionality, or Surely the C-level exec would have sorted those problems. Waiting time has grown from same-day (Wow) to 24 hours (Great) to now +7days (Huh?) So, reduced stars for Leadership, Strategy, and Operations.
But the GPs and Pharmacists are great. Shame about the guys who are paid bonusea for ruining it for them in the backgound of the company.

I have been using this service for a few years now and I must say day it’s quite incredible. They app certainly had helped the NHS come into 21st Century. It’s hard to believe that this service is accessible via the NHS, considering all the very poor stories that you hear. As an example I made an appointment via the app on Sunday the following day I had my consultation with the online GP the following day at 2pm, she then sent me an appointment via the app which I booked for 5pm the same day. The nurse that took my blood at the Babylon clinic said it would take up to 2weeks for the results to come back, so I was surprised to receive a text msg the following day to say that the results had been returned and I had to make another appointment via the app. I’m not so sure that private medical care could have been this efficient. Honestly I don’t have a bad word to say about this app, it is so easy to use and you can read all of you consultation notes. Let’s face it how many times have we left the GPs surgery a little confused about what he said. Love this app! and the nhs service behind it, sooner it’s rolled out around the country the better..

I know NHS is struggling with waitlists but it is so difficult to find appointments with Babylon. I had a flu this week and the next available appointment is next week. It makes me anxious whenever I feel ill knowing that I won’t get an appointment. I don’t even know why I am using this app.

Fantastic to actually be able to access GPs. We can’t even contact our local GP let alone book an appointment!! But it’s also really easy to use the app and easy to receive a summary and any follow on information like prescriptions

You can get a video appointment fairly quickly but if you need to see someone face to face this could take a few weeks.
Sometimes prescriptions aren’t sent through to pharmacies and this can take hours or even days to rectify with admin.

We have used GP at Hands for more than 5 years, and I could only thank all the doctors for looking after me for all these years. Excellent service, always ready to help. If you need a blood test, you can always have it fast and accurate. If you need to be seen by a specialist, they will always give a refferal. Highly recommend

I precooked an appointment for my young child. The only appointment offered was 6am with Samaira Kauser. They didn't call, no notification of the delay. You can't contact them as they don't open until 8am. This is a disgraceful "paid for" service.

Have had nothing but great experiences. Quick to get an appt, great helpful doctors that listen, and awesome customer service

Longtime London Babylon GP user here.

You will sometimes wait far too long, but that's more of an NHS funding issue than Babylon. Friends at other GPs experience the exact same problem. At least you can use a solid app to schedule the call at any time of day, which is better than most practices.

Babylon listens to feedback. It used to be very hard to get a hold of someone to resolve administrative hassles. Now there is a separate appointment category for admin in the app. You can speak to admin staff quite quickly.

A few things that could be improved:
-It is not possible to schedule an in person appointment at the first instance. I understand why they don't want that, but sometimes you know you will have to be seen in person and it would be nice to just skip the call. I have recurring ear infections and they always want to examine my ear in person before prescribing, but I still have to get on a useless video triage call before I can can even book that appointment.
-If a sooner appointment becomes available you won't get notified even if you urgently need the appointment. This is frustrating when you have something painful, but not dangerous, and are trying to avoid a daylong trip to a hospital over it.
-They are pointlessly dogmatic about insisting you take all calls indoors alone at your primary residence (with a few exceptions like a private office at work). This undoubtedly sounded like a good idea to some lawyer at some point, but isn't realistic in every situation. It is also useful for caregivers to hear medical advice from the source. In one case I needed to schedule a tetanus shot while camping after getting cut. No amount of panoramic views of sheer nothingness would convince that nurse I was in a private location because it wasn't indoors. I have started turning off the video and lying saying I am alone at home to avoid the faff, but that can actually disrupt the medical utility of the call if there is something I want to show them.

This is the last time used the service. I have been experiencing flu like symptoms for 5 days. As my cough didn't improve, I decided to book an appointment through the app. I got my appointment for 6 days after, making a total of 11 days sick/ Today, 2 hours before my appointment, I have received a SMS and an email informing of the cancellation. Asking me to book another appointment because the doctor assigned to me today was sick. This a shame, that when is about people's health I need to manage another appointment when it is their fault, instead of accommodating the patients this doctor has for today. I understand the health system in this country is not going through their best time, but that bad? What if my appointment instead of being online I had to travel, GP let patient out of their clinics when they can't be seen, aren't they assigned someone else?
Unfortunately, this is not the only time, previously in the year I had to rebook three times another appointment. Making Babylon not a huge favour.
Encouraging everyone to visit a doctor face to face and stop using those apps which BTW can mislead to a wrong valuation of your symptoms. Human touch will always be human touch.

Been trying to use babylon but in vain! Couldnt create an account or login so sent for support and after a lot of exchange they asked me to try another email! I called and called no reply and requested a call back but they never called. Seriosly what oevel of customer service can not even resolve a technical problem!!!!

Shocking. Round and round in circles trying to get it to connect to private health insurance. Still with no way forward.

Makes you wonder if it is deliberately unusable.

I have been with Babylon for many years and have always had the best service. I am a healthy guy and used the service for simple things and never had any issues.
Last month I reached out to the support email asking for a form to be completed by my GP, a simple Occupational health assessment for a new course that I am due to start in the new year I even offered to pay privately so that I would get it completed faster and after two weeks waiting I didn't get any reply! I then called and spoke with a lady that clearly did not want to be there, she told me she could not trace my email, so I sent it again and then once she confirmed she had seen it she told me to keep chasing every week, it could take over 30 days to have it completed.
It has now been 6 weeks, and given that it needs to be completed by my GP I have to wait for their goodwill to have it hopefully completed.
Just bad!

Waited 45 minutes for the Dr to call. When they eventually rang, it kept saying ‘connecting to your appointment…’ Despite waiting with this message for a few minutes, nothing happened. (I had 5G on my phone).
I went into my notifications on the app to say the doctor had called me a few times & I needed to reschedule.
Absolute joke.