Babylon: setting the record straight

March 21, 2020

Dear Members,

In my letter yesterday, I spent too little space on fully explaining the facts and issues around the new Telus Babylon product and the AMA’s concerns.  Thank you for sending your concerns through to me.  It is a complex problem and I need to address it further. Please be aware that AMA is currently working on a complete virtual care schedule with Alberta Health. It is imperative that this is operational as soon as possible. From my perspective, it is overdue.

Let’s start with what we know about Babylon.

Babylon was introduced without any consultation to the profession, which means we are getting information at the same time you are. 

As we understand it, Babylon is functionally a new primary care clinic that offers only virtual service. It is in effect a virtual walk in clinic.  It is not staffed by your regular family physician.  Rather it provides access to a small number of doctors who work in rotation.  There is no mechanism to assign patients to a consistent Babylon physician in order to maintain continuity.  This service is focused on episodic care.  The physicians involved are paid on an ARP that is below the standard ARP rate.  However, they are provided the “overhead” of the platform and will have very few expenses when involved in this type of work.  
Regarding medical records, Babylon has no relationship with the Telus EMR products. Currently, physicians (other than those in the ARP) cannot use the Babylon “platform” to provide service to their patients.  The Babylon physicians have no access to the medical records of existing clinics nor do they contribute to those medical records directly.  Babylon physicians maintain their own record of care.  We are advised that Babylon will e-fax an encounter record to a patient’s regular family physician, but only if asked to do so by the patient.  It is not currently clear if the details of that information exchange satisfy CPSA requirements, but CPSA is aware of these concerns. 

This type of virtual-only clinic could be helpful in providing access to Albertans in remote or underserved areas where they don’t have the option of having a regular family physician.  However, like many tools in medicine, what helps can also harm if used the wrong way.

The main risk is that patients with access to a regular family physician will be drawn to this virtual clinic.  There are two major concerns.  This type of care results in fragmentation and disruption of continuity of care. There is no associated service for conditions that have to be physically evaluated.  Evidence shows in comparison with care from a regular family physician, this model of care results in more tests, more referrals, generates more visits to emergency and results in more hospitalizations.  These are impacts we could not afford in a pre-COVID economy.  In the current pandemic these outcomes will strain the system and are potentially life threatening to affected patients.

To be clear, the virtual nature of the visit is not the issue.  Evidence also shows that care improves when patients have access to their regular physician and clinic in a virtual way.  This is especially true in the current pandemic.  That is one reason why the AMA is pressing the government to approve appropriate virtual care funding for all physicians.  We need to maintain our critical infrastructure of physician offices (with combined virtual and in person services) to treat patients with non-COVID conditions and prevent the use of unnecessary emergency or hospital services.

Unfortunately government messaging over the introduction of this service has been broadly misconstrued.  We have heard reports that patients believe they will see their own physician, the physician they see will have their records or that virtual visits are unique to this service and not offered by their regular physician.  All of the above has already resulted in some patients switching their care at the worst possible time despite many family physicians being engaged in offering virtual options through their usual clinic settings.

Based on the above, the AMA will be pressing the government on the following issues:

  1. We need fair and effective virtual care options immediately for all physicians for pandemic management.
  2. We need government to stop “advertising” for one particular physician clinic and ignoring the rest.
  3. We need government to be more transparent with patients about the pros and cons of new services provided. 
  4. After the pandemic, if physicians are allowed to offer their services virtually, we need the same privilege afforded to all physicians.

We will be discussing with government the interaction of this form of service with PCN funding and capitated ARP arrangements. It seems counter productive for government to expect those organizations and physicians to retain responsibility for panelled patients and yet see the associated funding diminished.  

We are examining reports from other jurisdictions, such as the UK, where the introduction of Babylon had undesired and unintended consequences. We do not yet have the information to evaluate if, when and where these problems may arise in Alberta. 

The above concerns are shared by the Section of Family Medicine, Section of Rural Medicine, and PCN Physician Leads.  We are working together to get answers and adjustments from Alberta Health.  We are also seeking to get community specialists improved access to virtual care tools and funding. This is not just a primary care challenge.

In conclusion, the AMA unequivocally supports the Patient’s Medical Home as the best model of primary care for Albertans, for the Alberta system and for our members. The AMA unequivocally supports physicians in community clinics. They are doing incredible work during this crisis.  

Innovation is needed. It needs to focus on patients receiving the care they need and deserve. There must be support for all physicians to sustain their practices during the COVID crisis and beyond.

In your service,
Christine P. Molnar, MD, FRCPC
President, Alberta Medical Association


Commenting on this page is closed.

  • #1

    Dr. GOLDADE Roxanne Matilda


    1:21 PM on March 21, 2020

    Thank you for the articulate explanation. And good luck with your negotiations with Alberta Health.

  • #2

    Terri Potter

    Other health care professional

    1:48 PM on March 21, 2020

    The Alberta College of Family Physicians (ACFP) also shares these concerns. Thank you for working so diligently to put the structures and policy on place to support our members! Let us know if there is anything we can do to help.

  • #3


    Other health care professional

    2:20 PM on March 21, 2020

    Our family has an exceptional family physician and we would be fortunate to have access to her caring ways virtually. My family needs someone who knows us. Please allow her to be properly compensated for her good work be it in person or virtual. Keep jobs in Alberta and keep care consistent and of high quality. Who are the physicians of Babylon responsible to? Where does the health information from these patients go? Why does our government allow for these knee jerk band aid approaches?

  • #4

    This comment has been deleted.

  • #5

    Yvonne Collinson

    Member of the public

    6:04 PM on March 21, 2020

    This is so wrong. Why is the UCP not increasing the pay of my GP who is in contact with me over the phone as I am at risk bygoing into her office. Aarrrgghhh

  • #6

    Cheryl Howes

    Member of the public

    4:04 AM on March 22, 2020

    This model should only be used to enhance not replace the current system. The UCP have this one wrong and the death toll will be high as seniors and people with complex issues fall between the cracks

  • #7


    Member of the public

    8:05 AM on March 22, 2020

    Thank you SO MUCH for posting this and helping to protect Albertans. The government is paying doctors whom have no attachment to our communities MORE TAX MONEY for this app and holding back OUR DOCTORS from the same thing. I've written my MLA already and anything else I can do I am here for our health care professionals. This pandemic has hopefully made a lot of people realize how sincerely spectacular the sacrifices made by medical professionals who are all underpaid. War Rooms won't help us now. Thank you for everything.

  • #8

    Ann Staples

    Member of the public

    12:59 PM on March 22, 2020

    This government is unbelievable. I would sooner be able to access my own Dr. This gives us the advantage that that Dr. Knows us, able to give us the advice we need. How do we know the Dr. On that service are actually Doctors. Getting paid more than the Dr. That have looked after a long time.
    I hope the medical association can stop this nonsense.
    Thank you for your service.

  • #9

    Srini Chary


    5:27 PM on March 22, 2020

    It is crazy and we are not able to predict how COVID-19 is going to affect our work and Provincial, Federal and Territorial Governments are in a different zone. The virtual clinic may have a minor value but as a worker in medicine unless the governments support us the pandemic trajectory can affect us all.

  • #10

    Jane Dawson-Edwards

    Member of the public

    11:59 AM on March 23, 2020

    I have just read your letter and I feel that it needs to get to a much wider audience, it is clear and concise. Thank you for putting it on line.
    I feel that this information MUST get out to the public, or this may be pushed through under the radar during the pandemic!

    Please get this message out to the public via interviews, TV, radio etc. I just learned about this from my daughter, an emergency room nurse ! I am so frustrated with this governments lack of humanity and foresight.

    Would an on-line petition help? A form letter that could be copied and signed by individuals to be sent to their Member of Parliament? Radio or TV discussions by medical personnel? Graphics to simply show what Babylon is about?


The AMA advances patient-centered, quality care by advocating for and supporting physician leadership and wellness.