Babylon Health is the most prominent of the new private companies seeking to develop digital technology in the NHS. The company has developed a smartphone app, known as GP at Hand, which uses artificial intelligence (AI) in the form of a chatbot to triage, diagnose and link with a GP for a consultation.
To date, the company has launched products in the UK, Ireland and Rwanda and most recently in the USA. In 2015, the company launched its GP at Hand App in London, under a contract with the NHS; this has attracted thousands of patients, but also major criticisms of the way it 'cherry-picks' patients and destabilises the local health economy.
Babylon Health’s business focuses on the development of digital technology and artificial intelligence (AI) in healthcare. According to Babylon Health's website, its mission is "to transform healthcare for everyone on earth" with the company being founded "with a single purpose: To put an accessible and affordable health service in the hands of every person on earth."
Babylon was founded in 2013 by former investment banker Ali Parsa; until December 2012, Ali Parsa was CEO of Circle Health.
The company's first smartphone app (an AI chatbot) was launched in February 2015 in the UK and is now also available in Ireland and Rwanda. The company also has contracts in Saudi Arabia and China.
By asking a series of questions, Babylon's app can answer medical queries and can put the user in-touch (virtually) with a GP. The app is personalised by the use of a dashboard of the users health statistics acquired either by the phone (exercise regime etc.) or via supplemental devices. Babylon will supply users with blood testing kits for liver and kidney function, thyroid function, vitamin levels, bone density, and cholesterol. The results of the tests are then incorporated into the user’s app settings.
In the UK, the company offers a private service via its app; Babylon charges £9.99 a month (minimum of 3 months) for unlimited GP appointments or £49 for a first one-off GP appointment.
Babylon and the NHS
Babylon's primary target in the UK is gaining access to NHS patients. In 2015, Babylon launched its GP at Hand app in London for NHS patients under a contract with the NHS. Since then the company has expanded to Birmingham with the app and signed a ten year agreement with a hospital trust in the Midlands for digital technology. The Covid-19 pandemic gave the company a new way of gaining access to the NHS and Babylon has signed more contracts for digital health apps.
GP at Hand strategy
The company has a contract with NHS England for its GP at Hand app which was launched as a service in London in 2015 and thousands of patients have now registered with the service (see below for details).
A major part of Babylon's UK strategy is expanding this GP at Hand service to other areas of the country. Babylon has succeeded in expanding to Birmingham, but it has not been an easy business. In July 2018, Pulse reported that commissioners in Birmingham had rejected Babylon's application to expand its GP at Hand with a centre in Birmingham. A letter from Birmingham and Solihull CCG noted that it 'would like to formally object to the variation on the grounds of clinical safety'. A variation refers to the addition of the Birmingham site alongside the five sites in London, already registered for the app. Babylon blamed ''the financial and ideological interests of the few" for the rejection of the application.
Despite the objections in February 2019, NHS England gave the go-ahead for Babylon Health to expand to Birmingham and a launch took place in June 2019. Patients in Birmingham will be registered at the Fulham practice in London, although the company will have a physical clinic in Birmingham. In October 2019, Babylon announced that it was planning to expand to Manchester with a launch in early 2020 and a physical clinic in central Manchester.
The company's future in the UK was boosted in June 2018, with the appointment of Matt Hancock as Health and Social Care secretary. Mr Hancock is very enthusiastic about the use of new digital technology in the NHS and in July 2018 revealed that he is actually a subscriber to GP at Hand and found the service 'brilliant'.
In September 2018, Matt Hancock gave a speech at Babylon's headquarters in which he told an audience of Babylon Healthcare staff he wants to help the company expand “so loads of companies can come do what Babylon are doing” in the NHS. In the same month, HSJ reported that via FOI requests the publication had found that at least 17 CCGs had met or corresponded with Babylon; some CCGs that did not reply to HSJ are known to have been in contact with Babylon or GP at Hand.
Babylon Health benefited from certain payments available to surgeries that register patients in London and from the rules surrounding the registration of out-of-area patients. These benefits have now gone due to changes in the new five year GP contract announced by NHS England in January 2019. Two changes to payment rules which started 1 April 2019 will reduce the company's income. The changes will mean that certain extra payments apply only to patients living in the surgery catchment area and that the London adjustment payment will apply only to patients living in London, rather than those registered to a London-based practice.
However, the most significant change discussed in the GP contract was a review of the out-of-area registration rules. Changes to these would reduce the number of patients Babylon can register, which would have a significant impact on the company's business strategy. NHS England began a consultation on digital-first primary care, including the out-of-area rules in July 2019. The consultation addressed four problems: should out-of-area registration rules be reformed to cater for digital providers and primary care networks (PCN); should CCG funding allocation reflect in-year patient flow; should the premium for new patient registration only be paid after an agreed period; and should a wider array of digital-first providers be available? Each issue is relevant to Babylon Health.
As a result of the consultation, in September 2019 a joint board of NHS England and NHS Improvement published new guidelines for digital-first GP-providers. The changes came into force in April 2020, now when the list of out-of-area patients reaches a certain threshold, Babylon's contract will be split and a new practice list for GP at Hand in another area will be automatically created with a new CCG contract, where the company would need to provide premises, be part of a local network and meet all service requirements. Babylon has around 60,000 out-of-area patients, who will now have to be split into 17 different contracts.
Babylon has been working to expand its business in the NHS, outside of the GP at Hand app, and in January 2020, the company announced a major partnership with the Royal Wolverhampton Trust in the Midlands to create and launch “digital-first integrated care” across the region. The 10-year partnership will involve the development of technology that will allow patients to access NHS primary, secondary and community healthcare services through a single app. The first services are set to be launched by the end of 2020. The trust runs 10 GP practices as well as acute and community services.
The Covid-19 pandemic has given Babylon plenty of opportunities for accessing the NHS (see below for details).
Babylon is also investing in the development of digital tools to monitor chronic conditions and in 2018 announced an investment of £100 million.
One facet of Babylon's 'strategy' in the market is resorting to litigation in the face of criticism. In December 2017, HSJ reported that the company had failed to prevent the CQC publishing an inspection report of the company's service.
Babylon had filed a legal action in the High Court, challenging the publication of the inspection report; the CQC stated that the report was “not particularly adverse”. The court rejected Babylon's request for an injunction to prevent publication and the report was published. However, the court also heard that the CQC had agreed to remove a large part of the original report before it was published.
In September 2018, HSJ detailed various other attempts by the company to silence criticism and even reporting. These include Babylon's angry reaction to a CCG's board papers that documented doubts about the strengths of its product and Babylon's efforts to exclude HSJ journalists from an event at its headquarters at which Matt Hancock was speaking. The publication's journalist was only allowed in after the intervention of Mr. Hancock.
In 2020, Babylon launched Babylon 360 in the USA, an app-based service giving 24/7 access to healthcare and personal health goals. Access to therapists and healthcare professionals via the app is available through select healthcare insurance plans. By mid-2021 health insurance plans in California, Nevada, new York and Iowa were signed up. In June 2021, CEO Parsa said that this market had already made up more than 80% of its revenues for the year so far.
In China, Babylon teamed up with Tencent’s WeChat social messaging platform in April 2018. The deal means the one billion WeChat users can enter their symptoms to Babylon’s app, which will then send back healthcare advice. In Saudi Arabia, Babylon has a contract with the Kingdom to provide its technology to the population. Babylon launched its smartphone app in Rwanda in 2016. In November 2017, a partnership with the Rwandan government and the Bill & Melinda Gates Foundation, led to the launch of the app to the entire population of Rwanda. The deal was part of a drive by the government of Rwanda to deliver affordable, accessible healthcare to the people of Rwanda.
In September 2018, Babylon partnered with Telus, a Canadian company, to provide doctors and patients in Canada with access to virtual healthcare technology solutions and services.
According to filings on the UK's Companies House there are three companies linked to Babylon Health:
Babylon Healthcare Services Ltd (company no: 09229684) - the operating company of Babylon Health registered in the UK. According to Companies House its single director is Ali Parsadoust.
Babylon Partners Ltd (08493276) - with a single director Ali Parsadoust.
Babylon International (11210368) - the newest company incorporated in February 2018, with Ali Parsadoust as director.
In addition, registered in Jersey, with details available from the Jersey Companies Registry is:
Babylon Holdings Ltd, registered at 31 Esplanade, St Helier, JE1 1FT at a office provided by Nedgroup Trust.
In financial filings submitted to Companies House by Babylon Healthcare Services Ltd, this company is given as a subsidiary of Jersey-based Babylon Holdings Ltd, but the ultimate controlling party is ALP Partners Ltd, a company run by Nedgroup Trust on behalf of the Parsa Family Trust. The consolidated financial statements of Babylon Holdings Ltd are not available to the public.
Babylon Healthcare Services Ltd is funded via Babylon Holdings Ltd, which issues shares for the required funds.
The most recent financial report filed with Companies House for any of the companies is for the year to the end of December 2019. Babylon Healthcare Services Ltd reported a turnover of £9.54 million (2018 £5 million) for the year. A loss was reported for 2019 of almost £1.8 million, compared to a profit of £288,537. No tax on profits was paid in either year.
Babylon International reported a profit of £24 thousand for 2019 on revenue of £245,753.
In June 2021 Babylon Healthcare took its first steps in going public in the USA with an investment deal that gave the company an enterprise value of $3.6bn, with an additional $575m in gross proceeds. This included $270m in private placement from new investors including Swedbank Robur, Sectoral Asset Management and data-analytics firm Palantir, as well as existing investors such as Kinnevik and Alkuri Sponsors.
In August 2019, the company closed on a $550 million round of funding. According to Babylon, this is the largest-ever fundraise in Europe or the US for digital health delivery. The round brings together a number of strategic and financial investors, including PIF (Saudi Arabia’s Public Investment Fund); a large U.S.-based health insurance company (which might be Centene Corporation, although Babylon is not disclosing the name); Munich Re’s ERGO Fund; and returning investors Kinnevik and Vostok New Ventures (VNV Global).
In January 2016 Babylon raised $25 million via the issuing of series A shares. The financing was led by Swedish investment group AB Kinnevik with other participants including the founders of BXR Group, a multi-billion dollar global investment group; Demis Hassabis and Mustafa Suleyman, the founders of DeepMind, the British artificial intelligence company acquired by Google, and Hoxton Ventures, the fund established to bridge European companies to Silicon Valley.
In April 2017, Babylon raised $60 million in a further funding round. Investors in the new round include, Sawiris, an Egyptian billionaire business family, Investment AB Kinnevik, NNS holdings, and Vostok New Ventures.
According to the Annual Return document (February 2020) filed on the Jersey Companies registry, the listed investors in Babylon Holdings Ltd are: ALP Partners (previously Babylon Partners (Jersey) Ltd - changed in 2013); Hanging Gardens Ltd; NNS Holdings (Luxembourg); Kinnevik Online; Ali Parsadout; NTJL ATO Parsa; NNS Holdings; Vostok New Ventures; and Public Investment Fund Saudi Arabia.
Babylon Health has contracts with NHS organisations for its GP at Hand app, its Ask A&E triage tool, and other digital services. The Ask A&E triage tool allows patients to input their symptoms, which then leads to advice being given, such as attending A&E, calling an ambulance, booking a GP appointment, visiting a pharmacy, or staying at home and monitoring symptoms.
Royal Berkshire Foundation Trust
In May 2020, the Royal Berkshire FT signed a 12 month agreement with Babylon for use of its Ask A&E triage tool developed by the company. Ask A&E was made available on the trust's website. The trust believes that the tool will take pressure off the NHS 111 service during the coronavirus pandemic. The cost of the contract was not disclosed, however an article in the HSJ notes that the agreement may be a prelude to a much larger deal, such as that with Wolverhampton Hospitals Trust. The need for the Ask A&E tool has also been questioned as it duplicates the current NHS 111 service.
Wolverhampton Hospitals Trust
The company's latest contract is a 10-year partnership with Wolverhampton Hospitals Trust to launch "digital-first integrated care" across the region. According to the announcement from Wolverhampton and Babylon, the partnership will allow patients to access NHS primary, secondary and community healthcare services through a single app. There are plans for remote access to GPs and hospital specialists, real-time monitoring of patients with chronic conditions and rehab following a hospital admission are among the digital services that patients will be able to access in the region.
Some services are set to begin by the end of 2020. In April 2020, the Royal Wolverhampton Trust and Babylon made available Babylon's newly developed Covid-19 app. The app was made available to staff immediately from 3 April and was then rolled out to the general public in the Wolverhampton area over the next week. Patients can register for the service and use the app to check their symptoms. Those with medium severity symptoms will be offered a live chat with a Babylon staff member or clinician. Following this, patients can access the app during self-isolation. Those patients who need video appointments will have one with a clinician from Royal Wolverhampton Trust. Royal Wolverhampton NHS Trusts is also using the Ask A&E triage tool.
University Hospitals Birmingham Foundation Trust
In May 2019, UHBFT was reported to be in discussion with Babylon Health for access to Babylon’s services, including video appointments and digital triage, to help divert pressure from hospitals. In April 2020, the trust was reported to have entered an agreement to use the company's Ask A&E triage tool and the Covid-19 app.
GP at Hand
Babylon Health's GP at Hand smartphone app began operating in London from a single Fulham surgery site in 2016. In November 2017 Babylon Health, under a contract with NHS England, launched GP at Hand with a further five sites in London. The company promises that patients will be able to 'book an appointment within seconds' and have 'a video consultation with an NHS GP typically in under two hours of booking, anytime, anywhere'.
Babylon is working with the GMS practice of Dr Jefferies and Partners, based in Lillie Road, Fulham in West London. Under the Government’s ‘GP Choice’ scheme, which allows GMS practices to sign up patients from outside their traditional boundaries, Babylon has been able to target patients who live across London and those who work in zone 1 to 3. Patients who sign up for GP at Hand are de-registered from their own GP’s list and re-registered on the list of Dr Jefferies and Partners as an out-of-area patient. In the four months, since GP at Hand was offered out of area, the Lillie Road Medical Centre's total list size increased from 4,970 to 23,997.
Data from NHS Digital released in April 2018 show that a total of 85% of new registrations since November have been from patients aged between 20 and 39 years old. Of all new patients signing up since GP at Hand was opened up to out-of-area patients, 94% were aged between 20 and 49.
By April 2018, GP at Hand had 200 GPs on its roster, working for its private and NHS services. According to Pulse, Babylon offers a full-time salary of around £90,000 to work from home, or £108,000 if office based. The company also told pulse that it will have over 40,000 users of the NHS GP at Hand service once it has finished processing applications.
In November 2018, NHS England lifted all restrictions on the type of patient that can register with GP at Hand.
In February 2019, NHS England cleared the way to GP at Hand expanding to Birmingham. Patients who sign up in Birmingham will be registered at the Fulham surgery, although the company will have a physical clinic in Birmingham. The service was launched in summer 2019.
In June 2019, Babylon Health was granted primary care network status by NHS England, however this was only a temporary arrangement until April 2020 when new out-of-area rules will be applied, following a review by NHS England.
Babylon has plans to expand to further cities, with the most recent target being Manchester. However, in December 2019 Manchester CCG formerly objected to the proposal for GP at Hand to expand to the city. Their objections were based on concerns over “safe and effective care” and the CCG has said it was “not convinced” Babylon’s services are sufficiently integrated with other local and national services.
NHS 111 trial
Babylon's smartphone app was one of the number of apps that NHS England trialed across England. For six months from the beginning of January 2017, the 1.2 million inhabitants of north-central London, including the boroughs of Camden, Islington, Enfield, and Barnet, had access to Babylon Health’s app that they could use instead of phoning NHS 111.
The app performed triage for urgent but non-life-threatening conditions. Users typed in their symptoms and the app decided how urgent their medical needs were. After each text, the app, responds with further questions to get more details of the problem, each time consulting a database of every symptom and illness in the world.
After the trial, however, the app was not adopted by the North West London Collaboration of CCGs. In a statement, the organisation noted that in focus groups patients were more interested in using the app to avoid waiting lists. The report from the CCGs noted that “Patients who might use the app could mainly do so because they believed it would get them faster access to GP appointments…..The focus groups had also commented that there is a risk of some people gaming the symptom checker to achieve a GP appointment.” This could involve overstating symptoms to get an appointment sooner. As a result, the CCGs decided to discontinue testing.
NHS England's report on the four online tools, including Babylon's NHS 111, published in January 2018, found that all four provided a “safe service”, were far cheaper and faster than a phone call, and “did not seemed to generate extra demand” for 111 services.
An investigation by HSJ published in September 2018, found that Babylon had spoken to at least four CCGs (Dorset, Southern Derbyshire, Hardwick, North Derbyshire, and Dorset) about adopting its NHS 111 Online product. However, NHS England has ordered CCGs to pick the NHS Pathways system.
There are a large number of concerns surrounding Babylon Health, its technology and the way it does business.
Coronavirus antibody test kit
On 15 May 2020, Babylon announced the launch of a home Covid-19 antibody test kit that had been developed by Abbott. Babylon reported that it could be used at home using blood taken from a finger prick, which is then sent off to a laboratory. The cost was £69. Abbott immediately announced that the kit was not for use at home as its test “was developed for use by laboratory professionals using a venous blood sample that is taken by a healthcare provider. It is not a home test and it should not be conducted with a finger stick blood sample.”
By 27 May, the Medicines and Healthcare products Regulatory Authority (MHRA) had contacted Babylon and all the private providers that were selling the kits for use as home testing kits to tell them to stop while they assessed their accuracy. Although the kit made by Abbott had been approved by Public Health England (PHE) it was not for home use.
Babylon has advertised its GP at Hand service being suitable for ‘people of all ages whether you are in good health or not’, but its site lists 10 types of patients that the service may be ‘less appropriate for’. This includes patients with complex mental health conditions, learning difficulties, pregnant women or frail elderly. Babylon Health has noted that NHS England originally put restrictions on the type of patient that it could sign up; in November 2018, NHS England lifted all restrictions on the type of patient that can register with GP at Hand.
Both the RCGP and BMA criticised the scheme for 'cherry picking' younger, healthier patients, leaving other GP practices to deal with patients requiring more complex care. Even with the restrictions lifted, this type of digital service is more likely to appeal to a younger, fitter, healthier demographic and is unlikely to be used by older patients with complex needs.
A report in November 2018 by GP Online confirmed the predictions that the GP at Hand service will attract younger, fitter patients. It found that in April 2017, 16% of patients at the Lillie Road surgery were aged between 20 and 29 years old, but by November 2018 this had risen to 49%. Of the 31,519 new patients who have signed up with GP at Hand over the previous 12 months, 87% are aged between 20 and 39 years old. Patients that are over 65 now made up just 1% of the population registered with the service - compared with around 10% in April 2017.
Destabilization of local health economy
Warnings that Babylon Health's business strategy would destabilise the local health economy have been proved correct with Hammersmith & Fulham CCG, where GP at Hand is based, now in serious deficit.
The possibility of destabilisation was discussed In a March 2018 article written for Pulse, Dr Simon Brownleader, chair of Tower Hamlets GP Care Group, Dr Sam Everington, chair of Tower Hamlets CCG and Dr Jackie Applebee, chair of Tower Hamlets LMC, discussed the damage done to the local CCG by the GP at Hand model of business.
The article notes that GPs rely on risk pooling and cross subsidy in that the capitation fee for younger fitter patients, who consult less often, provides the funds to care for the more complex and elderly patients. Operating models like GP at Hand threaten this system and risk diverting resources away from those who need them most to those who need them least.
In the same month, Pulse reported that the success of GP at Hand was leaving the local health service with a deficit. Hammersmith and Fulham CCG has said the growth of the service could drive up costs by more than £10m and push it into deficit during 2018/19. In May 2018 the CCG reported that it would need an additional £18 million in extra funding to cope with the influx of patients due to the GP at Hand app. In June 2018, the CCG was given £1 million by neighbouring CCGs to help it cope with the influx of patients.
In January 2019, Hammersmith and Fulham CCG reported a deficit of £2.5 million. The CCG stated that Babylon GP at Hand is the ‘key driver’ of cashflow issues, and it expects the situation 'to worsen in the near future'. In January 2019 the CCG noted in its board papers that Babylon continues to run advertising campaigns across London for new patients and so things are likely to get worse. The board papers also noted that the costs associated with the Babylon GP at Hand practice could ‘jeopardise' other health and care services in the area. Pulse reported in February 2019 that the CCG is in discussions with NHS England over how and when the costs associated with GP at Hand will be recovered.
In 2019/20 GP at Hand patients are calculated to add £21.6 million to the CCG's costs. After discussions, NHS England has agreed to meet these costs. The local Hammersmith MP Andy Slaughter is pushing for the CCG to be compensated £35 million, the total costs incurred by Hammersmith and Fulham CCG since GP at Hand was opened up to out-of-area patients in November 2017 to the end of 2019/20.
Deskilling of GPs
There are concerns about the affect on GP skill levels; GPs that move to work for Babylon will not face the great variety of cases seen in a normal practice. In particular, the GPs will lose skills in the area of care of the elderly and frail and in mental health.
In an article for Pulse, Tower Hamlets LMC chair Dr Jackie Applebee, who said practices in her area have so far lost around 1,500 patients to GP at Hand, said: 'I can see why it is attractive to go and work for them, because they are offering flexible working hours, I imagine a good salary, and it's an easy workload if it's young single-issue patients. But it's the long-term impact of dividing the GP workforce into those who look after complex patients and those who look after the more simple patients. It de-skills us as a profession.'
In June 2018, the HSJ reported that there are issues with referrals for mental health services and community care. Other London CCGs and providers have said they are unable to accept referrals. After Hammersmith and Fulham CCG intervened and agreed to pay for the patients’ treatment, most neighbouring CCGs and services agreed to accept referrals. However, some have continued to refuse. The issue is complicated as the majority of patients registered with GP at Hand in Hammersmith & Fulham CCG live outside the CCG area. H&F CCG is now having to pay for a large amount of out-of-area treatment.
Babylon was highly critical of the CCGs refusing referrals, noting in a statement that “some senior individuals in a few London CCGs and providers” were to blame, for placing “their narrow business interests or ideology ahead of patient care and NHS policy”.
Safety and performance concerns
Babylon has published a research paper comparing its AI with a doctor or nurse. The paper was published on the non-peer reviewed site arXiv. It showed Babylon's AI outperforming doctors and nurses in laboratory conditions. In September 2017, however, David Wong, professor of health informatics, and Hamish Fraser, associate professor in eHealth, at the Leeds Institute of Health Sciences together with WiredUK found Babylon Health's app the "least accurate" in a test of three symptom checker apps - Babylon’s AI, Ada and You.MD.
In an article for Wired, the academics noted that there needs to be stronger governance around this type app: "The great concern is that somebody puts information in and they have a serious illness and they get reassurance they're ok and that's a false negative situation, which could be life threatening."
An anonymous NHS doctor who Tweets under the name @DrMurphy11 has tested the Babylon app repeatedly, highlighting problems, including when he posed as 48 year old, 40 a day male smoker who wakes “with a shoulder pain radiating down his arm” - the Babylon app told him his symptoms could be managed at home with a cold compress and painkillers, when a heart attack should have been considered. Other footage shows a bizarre series of triage questions for the symptom "I have a nosebleed". Dr Murphy has a series of tweets known as the 'bad bot threads' that highlight the issues with the Babylon Health AI.
In July 2017, an inspection of the service provided by the Babylon app resulted in a critical report, which raised concerns about the potential for prescription misuse and lack of information sharing with a patient's primary GP. However, the report also stated that most services “were safe, effective, caring, responsive and well-led.” Babylon Health tried to suppress the publication of this report, taking the CQC to the High Court in December 2017. The high court ruled that the report could be published; Babylon then criticised the CQC and questioned whether the regulator has the ability to regulate digital health services. In late December 2017, Babylon dropped the legal case against the CQC and agreed to pay £11,000 in legal costs.
In June 2018, Babylon Health made a claim that its GP at Hand app is able to provide clinical advice to patients that is ‘on par’ with doctors. Babylon tested the app using diagnostic questions from trainee GP exams and reported that its AI scored 81% compared to an average mark for real-life doctors of 72%. The RCGP said the claims were ‘dubious’.
The GP at Hand app underwent an independent evaluation by Ipso Mori, commissioned by NHS England, however this will not be able to make robust conclusions about its safety and effectiveness. It also did 'not include a comprehensive assessment' of the artificial intelligence (AI) symptom checker the service uses to triage patients.
Ipsos Mori identified the limitations in an interim report published by Hammersmith & Fulham CCG. The final report on the service was published in March 2019.
Babylon Health's closet rival in the area of symptom checkers, Ada Health, commissioned a study assessing the leading symptom tracker apps published in December 2020. Ada Health's symptom tracker came out top for accuracy, quite a way ahead of the others from Babylon, Mediktor, Symptomate and Your.MD.
In June 2020, Babylon had to admit that its GP at Hand app had suffered a security breach. Some patients were able to see the video consultations of numerous other patients. Babylon corrected the error and its statement said only three patients had had the access to video consultations. The breach was referred to the Information Commissioners office and it is now under investigation.
In October 2018 the Advertising Standards Authority (ASA) upheld complaints about Babylon Health's adverts on the Underground in London. The complaints were that the ads were misleading because they did not make clear that in order to use the services advertised consumers must leave their current GP; and the GP at Hand service, including its in-person consultations, was only available to consumers who lived or worked in the catchment area of specific GP surgeries. The complainants also challenged whether the claim “See an NHS GP in minutes” in the ads was misleading. The ASA told Babylon Health that the ads must not appear again in their current form.
By January 2019, six other complaints made to the ASA regarding Babylon Health's advertising had been resolved informally, according to the ASA website.