Need help with the app?

You can email Babylon support at or call the Babylon Support Helpline on 0330 223 1008.
It’s open every day from 8am to 8pm.

The benefits of your Digital GP service

Frequently asked questions

Digital GP in partnership with Babylon is an app, powered by Babylon, that provides consultations with GPs through a smartphone, tablet or a computer.

As one of the market-leading health insurance providers, we’ve selected a partner who we believe can provide the same standard of healthcare and who shares our values.

We often hear that time is a barrier to looking after our health, which is why we’re investing in a digital solution that is convenient and quick to access via an app.

Digital GP is available to all customers with Bupa health insurance.

Users should download the Babylon app. To do this, they should search for ‘Babylon’ in the App Store or Google Play.

Babylon GP at Hand is a digital-first NHS GP practice, run by Babylon.

With the Digital GP service we are offering through Babylon:

  • There is no need to switch or deregister from your current NHS GP practice
  • Digital GP works alongside your NHS GP, giving you greater choice and convenience to fit around work and life
  • Members have 24/7 access to instant health information and UK GPs* when travelling abroad
  • Members can get prescriptions delivered to home or work, something not available with Babylon GP at Hand.
  • Members can add dependants covered under the user’s health insurance policy.

*Exclusions apply, including Australia, USA, Canada and China. Before use, please check for any local restrictions on consulting with a medical professional outside of the country where you are currently situated

*Private prescriptions only. NHS prescriptions can only be issued to members physically in England or the counties in Wales bordering England

In the UK we provide both ‘click and collect’ and delivery services for your prescription. Medication delivery is available seven days a week in Greater London and Monday to Saturday in the rest of the UK. If you choose to pick up a prescription from your chosen pharmacy, you can do so once you have selected and confirmed the pharmacy.

Click and collect private prescriptions can be picked up usually within one hour, Monday to Friday within the opening hours of your chosen pharmacy. You can collect on Saturdays and Sundays at selected pharmacies††.

Please note, Digital GP is not an emergency service and if you require emergency assistance, please use the NHS accident and emergency service.

  • Search ‘Babylon’
  • Download the Babylon app from the App Store or Google Play.
  • Once you download the app, you can register your details. Remember to enter your code at this point. You can also enter the code once you have registered by navigating to the ‘Me’ tab in the app.
  • You will need to register with your name as it appears on your Bupa membership documents, your preferred email address, date of birth and a password.
  • Your account will then be verified, confirmed and activated by Babylon.

If you have any technical problems or issues downloading the app, please contact our colleagues in the Babylon Support team:

  • Email at or
  • Call the Babylon Support team: 033 0223 1008 (available 8am-10pm, 7 days a week).

  • You can use your smartphone (either iPhone or Android), or a laptop/computer and you will need to be connected to the internet. Where possible, we recommend using Wi-Fi rather than 3G or 4G, as this usually gives the most reliable connection.
  • We highly recommend using your smartphone or tablet to access the Babylon app.
  • The Symptom Checker feature is not accessible via web browsers.

1. From the home screen, tap ‘Book Appointment’

2. On the appointments screen, enter a few words describing the reason for your appointment, then tap ‘Appointment Type’ and choose ‘GP’ to book a GP appointment.

3. You will always see the time of the next available appointment on the screen, but you can choose an alternative appointment date and time by tapping the clock icon.

4. Choose a video or phone consultation and enter any details about your symptoms. Finally, tap “Book” to confirm your consultation.

5. Once your appointment is booked, a confirmation screen will appear and this will tell you the name of the GP who will be contacting you. You will also receive an email with some details about your GP.

You can see your upcoming appointments on the app home screen. You can also see them by clicking the ‘Me’ tab, then ‘Clinical Records’, then ‘Appointments’. You can see the details of your upcoming appointments and any previous appointments here. If you need to cancel your appointment you can do this here too.

Appointments are for 10 minutes, although if you require longer than 10 mins you can book another appointment.

All Babylon pharmacists are prescribers and so can issue prescriptions, just like GPs.

Some of the areas they consult on include:

  • Asthma, depression, hypertension, contraception, minor ailments, medicines reviews & prescription requests.
  • They are better skilled to deal with complex medicine queries.
  • They lead on antibiotic stewardship, ensuring they prescribe these responsibly and where appropriate.

  • All Babylon ANPs are prescribers and so can issue prescriptions, just like GPs.
  • Assess, diagnose and treat most common illnesses, such as coughs, earache, sore throat, Urinary Tract Infections.
  • Assessment, diagnose and treat patients with complex multi-dimensional problems.

Appointments are usually available within two hours of your request.

You will receive a push notification reminding you about your appointment five minutes before it’s due to start.

  • If you haven't already, go to Settings on your phone and enable push notifications for the Babylon app.
  • The GP will then call you by your selected channel (phone or video) at the scheduled appointment time.

GPs will provide an open referral that can be used in conjunction with Bupa, other private medical insurance providers and some NHS pathways (at their discretion). An open referral will be received within minutes of the consultation.

Patients will receive their referral letter via email. The member must contact the Bupa Member Services team on 0345 609 0777 with their referral letter to hand. The Claims team will confirm the benefits available to the member and issue a pre-authorisation number and documentation.

  • If you require any diagnostic tests, the standard Bupa pre-authorisation process will apply.
  • For pre-authorisation you will need to call the Bupa helpline on 0345 609 0777 to obtain a pre-authorisation code.

We may record or monitor our calls.

  • All prescriptions are private.
  • You will be charged for your prescribed medication when collecting it at the pharmacy.
  • The cost of private prescriptions will vary by pharmacy and medication.
  • For many of the most commonly prescribed medications, the private prescription cost is similar to or less than the cost of an NHS prescription.
  • In order to obtain a repeat prescription, another consultation must be made.
  • If the GP prescribes medication and you do not wish to pay for a private prescription, you have the option of booking a separate appointment with your own NHS GP and paying the standard NHS prescription costs.

Whilst click and collect services or delivery is free, the cost of the prescription is paid for by the individual as this is a private prescription. Click and collect private prescriptions (subject to availability) can usually be picked up within 60 minutes from your chosen pharmacy, Monday to Friday within the opening hours of your chosen pharmacy. You can collect on weekends at selected pharmacies. Prescription delivery is available seven days a week in Greater London and Monday to Saturday in the rest of the UK.

  • Start using the Symptom Checker by clicking ‘Check symptoms’ on the Babylon app home screen.
  • Describe your symptoms and Symptom Checker will give you the most appropriate health information and next steps to take. It is not a replacement for seeing a doctor if you’re unwell.
  • Symptom Checker is still learning about children and health in pregnancy so isn’t ready to help with these topics. In these cases, you should book a Digital GP appointment.

  • Children under the age of 16 must be added to their parent's account and can only have a consultation with a GP when a parent or guardian is present for the consultation.
  • Consultations with a child must be carried out via video call.

All Babylon nurses and GPs are employed by Babylon and are registered with the General Medical Council (GMC). Babylon is inspected and regulated by the Care Quality Commission in the United Kingdom.

If you would like to share the details of your appointment with your regular NHS GP, you can choose this option within the ‘Me’ section of the app. You must provide the details of your GP surgery to use this feature.

You shouldn’t use Digital GP in situations that require immediate attention, instead please contact emergency services. Here are some examples (although this is not exhaustive):

  • Chest pain
  • Severe bleeding
  • Severe difficulty in breathing (shortness of breath)
  • Sudden, severe pain anywhere in the body
  • Moderate to severe burns
  • Convulsions or seizures
  • Sudden change in mental status (such as unusual behaviour, confusion, difficulty waking from sleep)
  • Head or spinal injuries
  • Serious limb impairment or broken bone(s)
  • You have harmed yourself or have plans to end your life

Other conditions:

For certain conditions, we recommend that you always speak to one of our clinicians. These include (but are not limited to):

  • Recent surgery
  • Known HIV or AIDS
  • Active Tuberculosis
  • Fever after travel outside of Europe or North America
  • New or rapidly changing rashes

Remember that all text-based chat (e.g. the Symptom Checker feature) with Babylon should not be considered a substitute for medical advice.

  • Although the Babylon app is a UK based service, you can download the app and have a consultation with a UK GP from anywhere in the world, as long you have a reliable network connection.*
  • All doctors are English speaking and can help you to get the medical treatment you need, wherever you are**. We don’t currently cover any other languages.

*Exclusions apply, including Australia, USA, Canada and China. Before use, please check for any local restrictions on consulting with a medical professional outside of the country where you are currently situated

**Private prescriptions only. NHS prescriptions can only be issued to members physically in England or the counties in Wales bordering England

  • To change and update your details go to the Me icon, click on Clinical Records, then click on the Your Details section.
  • Here you can edit or update your name, email, phone number, address, DOB and other personal information. Please note this will only change the details that Babylon hold for you (and not Bupa)
  • In the Clinical Records section of the app, you can update your GP details as well as your medical history.

  • If you’re in the European Economic Area, the GP may be able to arrange a private prescription for you, however there are strict rules and regulations that our doctors must adhere to. There will be restrictions on what can and cannot be prescribed.
  • There are some locations outside of the UK where you may be able to pick up your private prescription. Please let your GP know during your consultation if you are outside of the UK so they can best advise you.
  • If you’re somewhere else in the world, Babylon will do their best to help support you, but can’t guarantee you’ll be able to get your prescription fulfilled.

Digital GP does not currently have the option to choose a female or male GP in the app. Please email one of Babylon’s clinical support at if this is an issue and the team will assist you.

You will find answers to most queries in our Digital GP FAQs, however if you need to speak to us please see the relevant contact information below.

Speak to us at Bupa if you have a query on:

  • Offer or registration code issues
  • Your health insurance policy
  • The pre-authorisation process following a Babylon referral
  • Other Bupa products and services

Please contact the Bupa Support team by calling us on 0345 609 0777. We may record or monitor our calls.

Speak to Babylon if you have a query on:

  • Technical problems with the application
  • Queries relating to the features provided using the app
  • Downloading the Babylon app

Please contact the Babylon Support team via email at or call 0330 2231 008.

If you have our health insurance, you can speak to us about your symptoms over the phone and be given clear advice on what to do next. Depending on your cover and the nature of your symptoms, we could book you an appointment with a consultant or therapist there and then for the following conditions:

  • Cancer symptoms
  • Muscle, joint and bone symptoms
  • Mental health symptoms

Direct Access telephone services are available as long as the symptoms are covered under the policy. If your cover excludes conditions you had before your policy started, we’ll ask you to provide evidence from your GP that your symptoms are not pre-existing for a period of up to two years from policy start date (or five years in the case of mental health) before we can refer you to a consultant or therapist through the Direct Access service. Always call us first to check your eligibility.

Please visit Direct Access for further information.

  • If you give explicit consent at the time of booking your consultation, your information can only be shared with your NHS GP.
  • You can update your GP details using the Clinical Records section of the app. Please see Babylon’s Privacy Policy which explains how your information may be shared.

  • The system has an automatic log-out function after 30 minutes of inactivity.
  • You will also be required to enter a password when entering your Clinical records, so if someone uses your device while you are logged in, your information would still be protected.
  • You also have the option to enable Touch-ID for an extra layer of security (if your phone / tablet has this feature).

  • Babylon stores all your personal health data, including your primary care information, secondary care information, medication information and diagnostic information, on secure servers located in the UK.
  • Where you have chosen a password that enables you to access certain parts of our app, you are responsible for keeping this password confidential. We ask you not to share your password with anyone.
  • Please read Babylon’s full T&Cs and Privacy Policy for further information.

  • Yes, completely confidential. All consultations are held with just yourself and the doctor.
  • You can see a full recording of your session when you go to Clinical Records - perfect for those times when you can't remember everything that was said.
  • Don't worry, all recordings are encrypted and accessible only to you and restricted members of the Babylon Senior Clinical Management team managing your care, for the purpose of ensuring exceptional quality of service.

  • Babylon GPs can issue you with a sickness certificate following a consultation if appropriate.
  • Please note that Digital GP sick notes may not be valid for social security or statutory sick pay purposes, please check with your employer. On some occasions, only a patient’s own NHS GP can issue NHS Fit Notes for these purposes.

The Babylon app has a security verification process in place. Patient and data safety remain their top priority. This process will ensure your data and details are more secure than ever before.

You will be guided through the process from within the app, but please do not hesitate to contact the Babylon Support team should you have any questions on 033 0223 1008 (available 8am-10pm, 7 days a week).

You will be required to upload a form of identification such as your driver’s license or passport photo page, along with a photograph of your face. This will verify you as the member and ensure your account and all your details are secure. You will only have to do this once.

The below outlines what the security validation process will look like:

        1. The first time you book an appointment using the Babylon app, you will have to follow the security validation process – you only have to do this once.

        2. Using your phone, you will be asked to take a picture of one of the following identification documents – this is then automatically uploaded to the Babylon app:

                ● Passport

                ● Driver’s License

                ● Identity Card

                ● Residence Permit Card

        3. Once you have completed the above step, you then have to take a picture of your face (a selfie). Again, this is automatically uploaded to the Babylon app.

        4. That is the security validation process completed – should you have any issues or questions during this process, you can contact the Babylon Support team on 033 0223 1008 (available 8am-10pm, 7 days a week)

Please have to hand a valid form of ID and be ready to take a clear photograph of your face. The app will take you through the process step by step.

You may use Passport, Driver’s License, Identity Card, or Residence Permit Card as part of the ID check.

If you don’t have any of these documents or you have any issues completing the ID check, please call the Babylon Support team on 033 0223 1008 (available 8am-8pm, 7 days a week)

The process should only take a few minutes and then you can continue with your booking.

Yes, if you want to book an appointment, although you only need to complete this step once.

If you encounter any problems, please call the Babylon Support team on 033 0223 1008 (available 8am-8pm, 7 days a week).

You can still continue with your appointment, but the GP will not be able to issue a prescription until you have completed the ID verification. You can verify from the ‘Me’ section in the app before the appointment begins.

Digital GP help videos

Important information

For some medical conditions you might want to visit a health professional in person. For example, if:

  • • you aren’t able to express your health needs through the app
  • • you’re worried about the advice the app gives you or it’s different from other advice
  • • You need a physical examination

Please feel free to use Digital GP as a first port of call if you are unsure on any of the above, and the GP will be able to advise you of the next best course of action

Please do not use this app in a medical emergency.

Further information

^We may record or monitor our calls. Lines are open 8am to 8pm Monday to Friday and 8am to 4pm on Saturday.

If you don’t enter a code you may be charged for appointments at the current prices: £149 for an annual subscription, 3 monthly £44.97 (billed every 3 months) or £49 for a one-off GP appointment.

††Click and collect private prescriptions can be picked up within one hour from your chosen pharmacy, Monday to Friday within the opening hours of your chosen pharmacy. You can collect on Saturdays and Sundays at selected pharmacies.

Medication delivery is available seven days a week in Greater London and Monday to Saturday in the rest of the UK.