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How we work

Is GP at hand right for you?

The GP at hand service is designed to provide high quality NHS primary medical services for people of all ages, and whether in good health or not. Just like any other NHS practice, we recognise our service may not suit everyone’s needs or preferences. By being transparent about what we offer, we hope you will feel confident about making your choice. After all, choosing your GP is an important decision.

If you decide to register with us and we think there are circumstances which might make our service less suitable for you, we will of course discuss them with you - just like any good provider should. Just to set your mind at rest though, it is extremely rare that this happens.

We also recognise that people’s needs and preferences don’t always stay the same. Our NHS service may be perfect for you right now, but your circumstances may change and you always have the right to decide differently in the future. The right to switch your GP is one of the commitments that the NHS makes to everyone in England.

If you’re not sure whether GP at hand is right for you, please get in touch. We’d be happy to discuss your requirements with you.

How does Babylon GP at hand work?

Tell me more about GP hand, is it a real NHS practice? 

Dr Kultar Garcha, GP

Are you held to the same standards as other NHS GPs? 

Dr Matt Noble, Babylon GP at hand partner

Is there a team to look after people with complex care needs?

Dr Matt Noble, Babylon GP at hand partner

How does it work if I have a mental health condition?

Dr Matt Noble, Babylon GP at hand partner

Should I use GP at hand if I'm considering pregnancy?

Dr Hannah Allen, GP

How does GP at hand make NHS services more accessible?

Dr Hannah Allen, GP

What about asthma or diabetes?

Dr Kultar Garcha, GP

People whose care requires more coordination

We provide quality care to all our patients – whatever their health needs may be.

We believe our AI capabilities and 24/7 virtual appointments offer an additional level of care that is not currently available to patients through traditional GP practices. We think this makes us an excellent choice for patients who struggle to attend physical appointments or require care outside office hours.

  • The average waiting time for GP at hand patients is well under two hours compared to the national average waiting times of a week or more
  • Unlike traditional GP services, our services are available 24/7 365
  • All our consultations are recorded so patients can play back the audio and video at any time – ideal for people who have difficulty remembering or hearing information
  • Our dedicated Complex Care Team provides ongoing support for patients who need extra care
  • Please don’t hesitate to contact us if you are unsure if Babylon GP at hand is right for you, or book an appointment if you are a member and your health needs or circumstances change. For example, if you become pregnant and do not live close to one of our physical clinics, then you may want to consider whether a GP surgery closer to where you live is more appropriate for your needs.

Meet some of our patients

Peggy, 49

Peggy has multiple diseases as well as mental health problems. She speaks to her GP at hand GP weekly and works with hospital specialists to create and manage a detailed care plan for her. Our Complex Care Team attend multidisciplinary case conferences and liaise closely with social services and community teams to make sure she has the support she needs.

Barry, 39

With bipolar disorder and borderline personality disorder, Barry was finding it hard to leave the house most days due to anxiety. He missed multiple appointments with his previous GP. Since registering with GP at hand, he sees a GP every 3-4 weeks and hasn’t missed a single appointment.

Jane, 56

Jane has personality disorder and other complex mental health problems as well as chronic pain and complex neurological problems. Shortly after registering with GP at hand, she met with one of our GPs to create a detailed care plan. She now sees a GP weekly and is actively managed by our Complex Care Team.

Ann, 65

Ann is too frail to attend GP appointments in person. She enjoys being able to have a digital consultation and share the notes and video with her daughter afterwards. Our Complex Care Team has helped her complete an application for Personal Independence Payment and facilitated outstanding reviews for her many long-term conditions.

Louise, 45

Louise has four children on the protection register. Her children don’t live with her, which adds to her mental health and mood problems. She’s supported by GP appointments and community services. Our Complex Care Team have referred her to counselling services and encourage her to attend appointments regularly.

John, 38

With learning disability, Asperger’s Syndrome, anxiety and depression, John finds it hard to speak to GPs. Since joining GP at hand, he’s built a strong rapport with a small group of GPs and regularly attends virtual and face-to-face appointments. Our Complex Care Team continue to liaise with his local mental health and crisis teams.

Dan, 40

Dan has a history of opioid dependence. Since registering with us, our Complex Care Team met with his addiction recovery team to agree a benzodiazepine reduction plan. He attends weekly GP appointments to manage and maintain his plan.

Our commitment to safety

GP at hand is regulated by the Care Quality Commission, the independent regulator of health and care services in England. The practice is currently rated as “Good”.

Babylon’s NHS GP Services and technology have been reviewed by several statutory bodies in the UK, including the Care Quality Commission, NHS England, NHS Digital, the Medicines & Healthcare Products Regulatory Agency and local NHS Clinical Commissioning Groups. NHS England have thoroughly reviewed our approach to Clinical Safety and Information Governance, and provided public assurance that each of the safety case we have developed “meets the standards required by the NHS and has been completed using a robust assessment methodology to a high standard.

Developed by one of the world’s largest teams of dedicated healthcare scientists, engineers and doctors, Babylon’s NHS GP Service’s AI-powered symptom checker* allows you to check your symptoms and receive safe and accurate information. Additionally, we regularly audit and manage the clinical practice of all our doctors in order to deliver consistently high-quality care. 

For more information on the technology that we use, please see:

* The symptom checker is intended for informational purposes only. It is not intended to be a substitute for professional medical advice, diagnosis, or treatment. Currently this symptom checker does not cover skin conditions or pregnancy. All Babylon doctors are General Medical Council (GMC) registered

Our partnership with the NHS

GP at hand is an NHS general practice, run by four partners. Just like all NHS general practices across the country, we hold a contract with NHS England to provide a range of primary care services.

GP at hand works with Babylon, a digital healthcare company, to provide our NHS GP services using the latest technology. This means that, as an NHS GP at hand member, you can use the Babylon app or website to access NHS care.

This includes instant access to Babylon’s artificial intelligence (AI) to check your symptoms or take our Healthcheck to understand how healthy you are and what you can do to improve your health over time. And if you need to speak to a doctor, you can have a consultation with an NHS GP 24/7 and usually within two hours using your smartphone or computer.

Sometimes you’ll need to see a GP, nurse or other clinician face-to-face. In this case, the GP will either be from Babylon on one of a small number of other clinical providers that GP at hand works with.

GP at hand and Babylon are both regulated by the Care Quality Commission, which is the independent regulator for health and adult care across England.

Please see here for more information about the progress of Babylon GP at hand to date.

How we’re funded

The funding that GP at hand receives when a patient registers with us is calculated in exactly the same way as it would be for any other NHS practice. We receive less funding for younger patients than older people – and we think that’s fair. On average, GP at hand receives about £90 in funding per patient, compared to the average of around £140 across NHS practices, reflecting our younger than average population.