On the afternoon of Tuesday 9 June we were preparing for the launch of a new feature that would let users switch from audio to video-based consultations during a call. Shortly after a software release for this feature, one of our clinicians reported an error for patients who had booked appointments that afternoon. We resolved the issue within two hours, but during that time one patient had accessed the beginning of another patient's consultation recording. Our investigation showed that two other patients accessed videos created by the software error, but these did not contain patients' consultations.

This was the result of a software error and not a malicious attack. We proactively notified the Information Commissioner’s Office and will share all the necessary information with them.

At Babylon, we take patient security very seriously and have contacted the two individual patients affected to update, apologise and support them. We have launched an in-depth investigation into this incident to identify exactly what went wrong and to ensure that it doesn’t happen again.

We have currently disabled all patient access to consultation recordings. If you notice this, it does not mean you were affected by this matter.

We understand people’s health information is sensitive and we want everyone to continue feeling safe when using Babylon. The two patients affected have already been contacted, however if you do have any questions or concerns please email [email protected]