Babylon Health Omdömen 151

I had emergency life saving treatment in another country and after returning to the UK, needed to get the staples removed from my surgical wound. I tried to make an appointment but there was no availability, so the app suggested I use their chat function, which I did and waited for an hour. The chat response? There was no availability...

Naturally, I wrote a strongly worded email clearly pointing out their failure of management, failure of care, and asked to raise an official complaint.

Instead of raising a complaint, they sent me a threatening letter today saying that if I send another email criticising their care, that they will remove my access to care.

Zero accountability, gaslighting, and threatening—Worst company I have ever seen! DO NOT TRUST THEM.

PS: They have since tried to get this review removed citing “defamatory language”, which is consistent with their zero accountability attitude.

PSS: I have raised a complaint with the ombudsman—I suggest others do the same.

Back when it used to be Babylon, the appointments were available almost immediately. You used to be able to book a same-day 10-minute appointment and get your concerns addressed quickly -- which in my opinion is exactly the point of online GP and nurse access. Now there are only next-day appointment available if you are lucky. This service is now useless if you have a problem that does not warrant the emergency room but still needs to be addressed quickly. The app is also extremely buggy and does not allow address/phone number change easily. Very disappointing enshittification of service.

Absolutely shocking deterioration since it changed over to E-Med. Funny how all of their privately paid weight loss programme reviews are great but their NHS reviews are quite frankly outrageous. I've been trying to book a GP appointment regarding a lump I have found and there are none available, no one replies to you online and you can't get them on the phone. As I clinician myself I am appalled at this service and will be reporting to CQC.

I had a few calls regarding travel vaccines, when i spoke to the travel nurse, she was very knowledgable and recommended that i get some jabs. i went to book these and i couldn't. needed to schedule an Ad hoc call to get a vaccine appointment in the diary. Poor admin but whatever, i had the appointment.
On the day of, i get a cancellation notification for no reason, i go to rebook and get another appointment at 13:00. no worries. I then got a call saying they don't have my vaccine in stock and that they have no idea when they will be available, she suggested i just go private or just try the main phone number... i've been back and forth for over a month and i travel in 2 weeks. I've now been on hold for 2.5 hours(!?!?!) and the live chat went down to one minute then crashed and is now at 66 minutes.
This is an objectively awful service and the fact that there is no way of getting hold of someone to fix issues is shocking.
I wouldn't recommend this service now which is a shame because babylon was great in it's day.

Awful awful service. Can't get appointments for months. Online emergency booking system doesn't work or only available 9-6 Mon-Fri. Best you get is is unerqualified practitioners who say books GP appt...which you can't. Have left me without care multiple times during my preganancy. Should not be allowed to run this NHS service.

Beyond disappointing.
I had scheduled an appointment for 8:00am and signed in 10 minutes early as requested. The appointment lasts for 10 minutes so I had allocated this time.
I did not receieve a call from the nurse until 8.09am and by that point I only had 1 minute of time for this check up and was on hold to emed's customer service.
If I had been messaged to say they were running late, I would have worked to accomodate this but I had nothing.
When I called to ask for a refund of the £48 for this appointment that I did not have, I was told this is very unlikely.
I am still unsure if I can have a refund which is shocking. This is a paid service and although lateness happens, it should have been flagged. Now I am without a medical appointment and out of pocket. I also receive an email saying that I had missed the appointment, which is not correct.

I had an appointment scheduled for 17:55 hrs, and I checked in almost 45 minutes early. Despite this, I was kept waiting, and at 18:10 hrs, I received a message stating that my appointment was canceled because I did not turn up. The appointment then disappeared from the app.

When I asked the receptionist about this, she apologized and contacted the clinician, who also apologized, admitting that the cancellation was a mistake. Although the clinician eventually saw me, it was clear she was not pleased about it.

Since the transition from Babylon to E-med, the quality of service and responsiveness has significantly declined. This experience was frustrating and disappointing.

Absolutely useless with no real continuity of care. Appointments are cancelled at the last minute face to face and the staff on reception in Victoria are unhelpful. I really dislike the service with EMed and will be looking to leave asap.

Bupa need to sort it out. If you want an appointment like they promise then don’t bother. A mental health appointment is meant to be priority but there are no appointments at all. Shambles

0 stars it’s criminal the deterioration of the service, the app does not work, the chat does not work, no one answers the phone, no one calls you back when you select this option. It should be shut down and I will be writing to the CQC.

Very poor Customer Service and wasted my money.Received a damaged pen with only 3 doses .This has been reported and have now been waiting 28hours for a response .Dont believe the hype that you can speak to a Gp .iI have tried to escalate this but been told this is not possible
2/10/24 e med has not resolved the issue as stated below .I have had an inadequate response and been left high and dry without medication which is wholly irresponsible !!!
This issue remains unresolved.
I was also advised that I needed to report this to the Clinical Governance Team and would be sent the link .The link has not been sent .
4/10/24 I’ve received another wholly inadequate and irresponsible reply from e med .This issue is far from being resolved .

Wonderful experience with eMed healthcare group. Brilliant doctors, clinician and very helpful/cooperative staff members. On every occasion I was ensured that my medical issues were dealt with all the care and understanding. Not only I was taken great care of my medical issues but also with great professional standard. More importantly personal touches and care for a patient was at the highest standard. I highly recommend one who wishing to join eMed health Group. Many thanks once again.

Used to be great about 2+ years ago (early Babylon days). Now you can't get an appointment for weeks and the last 2 or 3 I have got have been cancelled last second meaning you have to rebook and again wait weeks. When you speak to someone finally or see someone at the clinic they are good but the whole system / admin / capacity thing is terrible.

Good service when you need to use it, but absolutely terrible when it comes to the admin side of things. The company are impossible to get hold of on the phone, on chat, or on email. And when they do finally respond, they seem to have no answer to your questions.

Was good with it was Babylon. Now in person appointments regularly get cancelled at last minute. Referrals not completing. Terrible service. Should be investigated as it’s a government subsidised company.

absolutely horrible! I receive an sms with two test results, both with a recommendation that I get in contact asap. I look, but they didn't have any consultation slots until two weeks down the line. I then manage to get two slots on the same day (one for each matter), but the practitioners IN BOTH cases doesn't call and just cancels, despite me waiting with full service for both appointments. and now I have to wait another two weeks to hear why I urgently have to contact them?? total BS

Dreadful service unauthorised payments taken from my bank without permission. Do NOT use this service. Unable to speak to an advisor via chat or email to discuss

Your reply is inadequate & the link doesn’t work. Also, I’ve made 3 complaints which have grossly exacerbated issues directly due to complaints lodged -
Been subject to a vitriolic campaign of victimisation , which is ILLEGAL

0 STARS. WORST service imaginable. The app isn’t fit for purpose. The support staff tamper w the app & block you from getting appointments if they deem you a ‘trouble maker ‘… so, PLEASE don’t bother telling me to contact the support team.

They are completely unaccountable for barriers they put in place with EVERY aspect of care ,

Been without medication for 6 months, been trying to get referral for three months, been trying to deal with the weekly abuse of support staff for 4 years, hopefully not too much longer .
The support staff & mental
Health team are a bunch of unqualified , rude ,people
with huge egos who all HATE patients & their jobs .

Most GO’s are ok, I only ever had one GP who was very good & actually listened & cared . It is totally disjointed , they never read your records . The notes are mostly inaccurate. There is absolutely no continuity, totally impossible to explain, to a new GP each time , a long , complex issue.

Most cut you off within the 10
Mins mid sentence .

If you are asked to follow up, you can’t as the app does nit allow it , neither does it allow priority or double appointments .

It takes an hour to get through to thr support team . Some are good, but most just don’t know how to deal with your e quiet and try to fob you off .

The whole system treats you as ab algorithm . The experience is totally dehumanising , if you show ANY emotion , or frustration, they cut you off , block you front th app, if you should consoling, you are forever tarnished as a ‘trouble maker’ & they will make your life hell & goodbye goes ANY semblance of health care , only stress, frustration , anxiety . They will label you as ‘aggressive ‘. They will lie, gaslight you, & do EVERYTHING they can to prevent you from seeking primary and secondary health care services , in essence , infringe upon your human rights. Yes - we have a whole class of unqualified staff deciding who gets healthcare and who doesn’t .

Great service Shrewsbury/Telford today, I knew the 2 person crew that took me there and also knew the 2 that brought me back.

Babylon was the best thing since sliced bread - I’m using GPatHand. Since it became eMed the service’s been deteriorating, but it reached a new low just now. I can’t get my prescription sorted and in a limbo. Scary stuff!