Highlands Surgery and Eastwood Group Practice FAQ

Here you can find all the information you need if you're using babylon as part of your NHS service. If you think we've missed anything out, please let us know by emailing support@babylonhealth.com


Q. How do I use the service?

A. In order to use babylon you will need to have an Android or iOS smart phone or tablet and access to WiFi or mobile network data. You can download the app through your Google Play or App Store on your phone or tablet by searching for babylon health. Once downloaded, simply register on the app and enter your promo code to ensure you are identified as part of your practice.


Q. Is the service free?

A. Yes, the service is free to all patients registered with the Highlands Surgery or Eastwood Group Practice in Essex. Please remember to enter the promo code at the registration screen to ensure you are recognised as a patient at the surgery.

If you are registered with the Highlands Surgery, enter: highlands01

If you are registered with the Eastwood Group Practice, enter: eastwood01


Q. Do I need to fill in my address details?

A. Yes, before booking a consultation with a babylon GP it is important that you enter your address details in the 'Clinical records' section of the app. This is essential if you require a prescription.


Q.Can my whole family use the service?

A. Everyone in your family is able to use the babylon service as long as they have a smartphone or tablet. Children under the age of 16 must be added to their parent's account and can only have a consultation with a babylon GP when a parent or guardian is present for the consultation. Consultations with a child must be carried out via video call.


Q.Will I see my regular GP?

A. No, babylon GPs are not from your specific practice. However, all notes generated from your babylon consultation will be sent to your practice and added to your NHS medical records to ensure continuity of care. You will also be able to access the medical notes generated from your babylon consultation through the 'Clinical records' section of the app, wherever you are.


Q.How do I get a prescription?

A. You can get a prescription by booking a consultation with a babylon GP. The GP will write an NHS prescription for you and can send it to your house or fax it directly to one of the pharmacies below for collection:

1) Audley Mills Pharmacy, 55 Eastwood Road, Rayleigh, Essex, SS6 7JF

2) Belfairs Pharmacy, 327 Eastwood Road North, Leigh-On-Sea, Essex, SS9 4LT

3) French's Chemist, 1735 London Road, Leigh-On-Sea, Essex, SS9 2SW

4) Daynite Pharmacy, 261 London Road, Haleigh, Benfleet, Essex, SS7 2BN

5) Boots Pharmacy, 11 Octagon Arcade, London, EC2M 2AB

6) Boots Pharmacy, 140 Fenchurch Street, London, EC3M 6BL


Q. Can I get a repeat prescription?

A. As a babylon GP will not have access to your NHS medical records, you will not be able to get a repeat prescription through the babylon service. 


Q. What if I want to collect my prescription from a different pharmacy?

A. If you decide to use the babylon service, NHS prescriptions are currently only able to be faxed to the pharmacies previously listed for quick collection. If you would like to use a different pharmacy, you can have your NHS prescription sent to your home. Posted prescriptions will be sent first class.

As a patient you also have the option to choose a private prescription when you speak with a babylon GP, which can be faxed to any pharmacy in the UK and be ready for collection at your convenience. However, you are under no obligation to use the private service.


Q. Do I have to use the service?

A. No, the babylon service provides an alternative to visiting your normal GP surgery. It is provided through the NHS to make accessing a GP appointment more convenient and flexible, depending on your individual circumstances. However, you are under no obligation to use the service and can make an appointment at your surgery as usual.


Q. If my medical records are accessible on my phone, how secure is it?

A. Your medical records are never stored directly on your phone. All personal and private information is stored on secure servers within the UK and you can access the information through your phone from anywhere. To access the data you will always need to enter your unique password you create upon registration, which we ask you to keep confidential and share with no-one. 


Q. Can I book an appointment with babylon on the same day or do I have to book it in advance?

A. The service runs from 8am - 8pm 7 days a week (excluding bank holidays) and patients will generally be able to get an appointment on the same day. Often appointments with babylon are available within an hour.


Q. How is the privacy of consultation maintained?

A. All consultation are completely private. All GPs undertake consultations in a private room. As a patient using the service, to ensure the privacy of your call, please make sure you are also in a private area.


Q. Who can I contact if I am experiencing an issue downloading the app or making an appointment?

A. You can use our patient helpline between the hours of 8am and 8pm 7 days a week.

Outside of these hours please email us via support@babylonhealth.com