Symptom Checker (‘Triage’) - Instructions for Use

Last updated - 04 February, 2022 - ID/Version TR.IFU.2557_v1.0 (EN_UK).

This is an Instructions for Use manual for Babylon’s symptom checker, which is available as part of the Babylon app and on the website. The registered name for the symptom checker is Triage. This is what we call it in this manual.

This manual explains how to use Triage, who can and cannot use it, and what to do if you have a problem using it.

What is Triage?

Triage is a digital symptom assessment service. It is driven by a computer program, built with doctors. Users report symptoms and personal health information and answer related questions. The computer program suggests what level of care to get, and when to seek it. Sometimes, it also provides general self-care advice and a list of possible conditions.

What does Triage do?

Triage is designed to give general information about the level and timescale for seeking care. It is for non-emergency situations. It gives information for symptoms commonly seen in a primary care setting.

Who is Triage for?

Triage is intended to be used by lay users. The service provides information for people with symptoms that are common in primary care.

How to set up Triage

Sign up with Babylon

To use Triage, you’ll need to set up a Babylon account with your email address and a password.

You can sign up on the Babylon website or the Babylon app.

Download the Babylon app from Google Play or the App store, or use the Download link on the website.

We will ask you to accept Babylon’s Privacy Policy and Terms & Conditions.

Access Triage on the website

You can access Triage online without the need to download or install it onto your device.

On the Babylon website, log in with your email and password. Once you’re signed in, select ‘Ask Babylon’ to start checking your symptoms.

To check the browsers it will work with, see Product Specifications.

Access Triage in the Babylon app

You can access Triage by downloading and installing the Babylon app.

Once the app is downloaded, log in with your email and password. Access Triage via the ‘Check symptoms’ card on the Babylon homescreen.

Read the Product Specifications to see which operating systems Triage runs on.

How to use Triage

1. Login

2. Select user

When you use Triage for the first time, it will ask you to choose whether you want to check your own symptoms, or someone else’s.

If you select someone else, you can set up a profile for them. You’ll need to add their sex at birth, and their date of birth.

Triage gives information for all ages. So you can use it on behalf of a child.

We’ll also ask if you want to share your data to help with public health research or clinical trials. We’ll remove your personal details such as your name and date of birth. This is completely optional.

Next time you open Triage, you will only need to select whether you’re using it for yourself or someone else.

3. Read disclaimer

Please read the disclaimer carefully before you use the Triage symptom checker. It contains important information about the service.

Once you have read the disclaimer, you can start checking symptoms.

4. Add your main symptom

Use the search box to search for a symptom. Or select one from the common symptoms on the screen.

A list of symptoms will appear in the box. Select the one that best matches your main symptom.

If you have more than one symptom, search for the one that’s bothering you most. You can only enter one symptom at this stage. You’ll be able to add more details later.

When you search for a symptom, make sure you enter words that describe what you’re experiencing (for example, fever or sneezing). Don’t enter words that describe a condition (for example, flu).

5. Answer questions

Answer the questions as they best describe your symptoms. Or answer on behalf of someone else.

Some questions are more complex. For these, you can find out more information by selecting the ‘?’ icon.

If you want to change any of your previous answers, select the ‘←’ icon.

6. See results

At the end of the questions, we’ll show you a results screen.

Please read the ‘What do the results mean?’ section in this guide to understand more.

7. Choose what to do next

After your results, you will have one or more of these options:

Option 1: Start a new symptom check (this will take you back to Step 3)
Option 2: Call emergency services (this will take you to your device’s dialling keypad)
Option 3: Find the nearest point of care (this will take you to your device’s default online map)
Option 4: Book an appointment (this will take you to the Babylon app’s booking feature)

8. Exit

Click on the ‘X’ in the upper right corner of your screen. This will take you to the Babylon homescreen.

You will also exit Triage if you select any of these options from your results page:

Call emergency services
Find your nearest care
Book an appointment

What do your results mean?

You may see your results at the end of the questions. Or you may need to select ‘View results’.

It’s important that you read the disclaimer. This is so you can understand your results.

Your results will include triage information. They may also include information on possible conditions.

Triage information

Triage information suggests what level of treatment your symptoms might need, and when.

It's based on the next steps that someone with your symptoms may take.

It’s important to talk to a healthcare professional if:

This is what your results recommend
You have any questions or concerns

You should also talk to a healthcare professional about non-serious conditions, even when the information says that people may manage these conditions at home.

Possible conditions

You may also see a list of possible conditions. This covers the types of conditions that people with similar symptoms to yours may have.

Triage does not give a medical diagnosis. Medical diagnosis usually needs a full assessment by a healthcare professional. This may include medical history, physical examination and tests.

The conditions are not listed in any particular order.

You should always speak to a healthcare professional if you have questions or concerns.

You can select a condition to find out more. This will give a short description and common treatments. It will explain why Triage listed the condition as a possible cause of your symptoms.

What are the limits for Triage?

Triage has the following limits to its intended outcomes:

Triage should not be used in place of talking to a healthcare professional
Triage does not give a medical diagnosis. Medical diagnosis usually needs a full assessment by a healthcare professional. This may include medical history, physical examination and tests
Sometimes, Triage gives information about how conditions may be treated. This is general information, not specific to the user or their medical concerns. It is not treatment advice. Users should not do or stop doing anything (such as taking medicines) based on this information
Healthcare professionals should not use Triage as a diagnostic or triage aid

Who cannot use Triage?

Triage must not be used in these situations:

In an emergency
For life-threatening symptoms such as (but not limited to):
- Symptoms of a heart attack, including severe chest pain, which may spread to other parts of the body. The pain may be associated with sweating, shortness of breath or nausea
- Symptoms of a stroke, including facial weakness, loss of arm movement or difficulty speaking
- Severe breathing problems

Triage must not be used by:

Anyone under the age of 16. People over 16 can use it for children under 16
Anyone who does not have the capacity to decide on their own actions

Triage must not be used to check symptoms for:

People who are pregnant
Anyone whose gender identity does not match their sex at birth

This is because pregnancy and sex at birth can impact a range of health conditions that Triage is still learning about.

Triage must not be used outside of the region which the product version was designed for. These users should follow local or national guidelines.

Your supported region is in the Product specifications section of this manual.

What are the clinical benefits of Triage?

Clinical benefits of Triage include:

Providing triage information that is:
- Safe and appropriate
- Available in an average of less than 6 minutes

How to update Triage

You do not need to update Triage. Babylon automatically updates all software so you always have the latest version on your device.

How to delete Triage

To remove Triage from your device, uninstall the Babylon app as you would for any other app. Once the Babylon app is removed from your app library, the app has been uninstalled.

If you also want all your account information deleted, complete this form on our Data Subject Rights portal. Full details about deleting accounts are on our website.

We treat all cancellation requests in line with our Privacy Policy and according to the UK GDPR and the Data Protection Act 2018.

Troubleshooting

Error message	When	Cause	What to do
“Failed to start the symptom selection, please try again”	When starting the symptom checker	Loss of internet connection or service temporarily unavailable	Check internet connection and try again
“Oops, something went wrong.”	During use	Loss of internet connection or service temporarily unavailable	Check internet connection and try again
“Oops, something went wrong.”	During use	Invalid data entered by the user	Check the correctness of the data and try again
“There was a problem sending this message so the conversation was refreshed”	During use	Conversation has timed out	Try again

Product specifications

	Triage
Hardware requirement (not supplied with the product)	Android and iOS device (phone; tablet) Desktop PC
Internet access required	Yes
Minimum OS requirement	Android: OS version 5 (API 21) iOS: OS version 12.0 Web: Windows Internet Explorer 11 Edge (latest versions) Google Chrome (latest versions) Mozilla Firefox (latest versions) macOS Safari 12 and later Google Chrome (latest versions) Mozilla Firefox (latest versions)
Min. screen resolution	640px × 1136px
Supported Region(s)	United Kingdom of Great Britain and Northern Ireland
Supported Language(s)	British English
Symptom coverage	Over 400 symptoms with more than 1700 key words
Software lifetime	5 years of this release (from version release date indicated)

Regulatory information

Manufacturer

Name: Babylon Partners

Address: 1 Knightsbridge Green, London, SW1X 7QA, United Kingdom

Contact: support@babylonhealth.com

Authorized representative

Name: Babylon Health Ireland Ltd.

Address: Unit 3D North Point Business Park, New Mallow Road, Cork, Ireland

Contact: babylon.ireland@babylonhealth.com

Triage has been developed in compliance with Regulation (EU) 2017/745 and CE-marked as a Class IIb medical device in the European Union.

Symbols

Symbols	Meaning of symbols
	CE Marking indicates that the product complies with Regulation (EU) 2017/745.
	Medical device manufacturer’s name and address.
	Medical device date of manufacture.
	Authorized representative’s name and address in the European Community.
	Consult electronic instructions for use.
	The product is a medical device.

Incident reporting

Please complete this form if you have discovered a potential issue with our Triage symptom checker service. Note that any information you submit will be governed by our privacy policy. If a serious incident has occured in relation to the product, please also report it to the local competent authority of your country: