Appointment issues

Having issues with Bupa Blua Health? We’re here to help.

The clinician didn’t call for my appointment, what should I do?

Sometimes, things outside of a clinician’s control can cause a delay, such as if they need to take longer with another patient.

When possible, we’ll let you know if your clinician will be more than a few minutes late.

If your appointment hasn’t gone ahead and you haven’t got a notification about the delay, contact our support team. They’ll look into the problem and help you to rearrange your appointment.

What to do if my clinician is late?

Occasionally things outside of a clinician's control can result in delays, they may need to take longer with another patient. Most delays are between 5 and 10 minutes.

If your clinician is running late, we will notify you and ask you to wait a little longer. Please make sure notifications are enabled for the Bupa Blua Health app in your phone settings.

While you wait, it’s worth checking that your registered phone number is correct in the Bupa Blua Health app. Go to Me, then Account details.

We encourage you to wait, but if you are unable to do so, you can cancel your original appointment and book a new one in the Bupa Blua Health app.

To cancel your appointment:

Go to the Care tab.
Tap on the appointment you want to cancel.
Scroll to the bottom of the screen, then tap Cancel Appointment.

Why was my appointment cancelled?

In rare situations, your clinician might have to cancel the appointment. If this happens, our support team will contact you to reschedule.

If you have received a cancellation notification through the app, you should have received a phone call or email from our support team with the reason why and next steps on how to reschedule.

If you have not received further information on how to reschedule, contact our support team. They’ll look into the problem and help you to rearrange your appointment.

I’m having connection issues

General tips

Make sure you have a good WiFi or 4G/5G connection when your appointment is about to start.

If you have booked a video appointment and your bandwidth is low, the Clinician will try calling you on the phone number you have provided.

The clinician can’t see or hear me

Firstly, make sure you have allowed the Bupa Blua Health app to access your microphone and camera.

You can do this in the settings section of your device.

I can’t see or hear the clinician

Firstly, make sure that your volume is loud enough to hear the doctor.

Please also check that you have a good Wi-Fi or 4G/5G connection. If you continue to experience issues, please contact our support team.

Bupa Blua Health digital GP services are provided by Bupa Insurance Services Limited, registered in England and Wales with number 3829851. Digital GP services are provided by Babylon Healthcare Services Limited, registered in England and Wales with number 09229684, registered office: 1 Knightsbridge Green, London SW1X 7QA.