Your Livi Population hub

After every consultation, medical notes recorded by the Livi GP will be visible in the practice patient record. Thus, new patients will need to have had at least one practice consultation first (physical or virtual) so they have active consultation notes in the EMR in order for a Livi GP to treat them.

You can book by using the booking tool on the desktop of your computer. Simply select an appointment in the tool and enter the patient’s details. A booking confirmation SMS will then be sent to the patient. Patients will need to download the Livi App, register and confirm their booking within one hour of the appointment start time or the appointment will be cancelled.

With the Livi App, patients can also book a video appointment directly up to 3 days in advance or join a drop-in queue to see the next available Livi GP. All patients need to do is download the app at livi.co.uk/download and select your GP practice to get started with booking an appointment. It’s available free on the NHS to patients of this practice.

You’ll find pre-written text messages templates below to send to your patients.

Text message version 1: See an NHS GP by video with Livi. Same-day appointments are available. Mon-Fri, 7am-10pm and Sat-Sun, 8am-4pm. Get the app: https://bit.ly/3KTLjLk

Text message version 2: Need a GP today? Try Livi, our video GP service available to all patients registered at this practice - free on the NHS. Get the app:https://bit.ly/3KTLjLk

Text message version 3: See a GP by video with Livi – free on the NHS. Appointments available at a time you choose – weekdays and weekends. Get the app: https://bit.ly/3KTLjLk

You can also make patients aware of the Livi service by including the below information on your practice website.

Long version of website copy:

See a GP by video with Livi. Even on the weekend.

Patients of <<< PRACTICE NAME HERE >> can now see an NHS GP by video using Livi. Get medical advice, prescriptions and referrals on the same day – even on weekday evenings and at weekends. The service is provided free on the NHS. You can download the Livi app to your mobile phone or tablet from the App Store or Google Play. Or visit www.livi.co.uk for more information. Livi GPs are all GMC-registered NHS GPs, who (with your consent) will be able to access your medical records and give you a considered, in-depth diagnosis based on your medical history.

Get the Livi app here: https://bit.ly/3mMpRQy

Short version of website copy:

See a GP by video with Livi.

This practice now offers a video GP service – Livi – to all our patients. To access the service, simply download Livi from the App Store (iPhone) or Google Play (Android), and sign up. You can get medical advice, prescriptions and referrals by video, with appointments available on the same day, even at weekends.

Get the Livi app here: https://bit.ly/3mMpRQy

Please get in contact with your account manager to get access to the following;

• Livi logo for use on websites, online or email

• TV screensavers for your waiting rooms

• Banners for your website

• Social media assets for your practice

An effective way to raise awareness of the service with patients is also by letter.

Please contact Livi if you would like to request a pre-written Docmail announcement letter.

To help your practice team get to know more about Livi and when to refer patients, please find answers to some frequently asked questions below.

Q: What is Livi? Livi is a video GP service that lets patients see a GP the same day – even on weekends. Livi's registered NHS GPs can offer medical advice, prescriptions and referrals by video. It’s available free on the NHS to patients of participating practices including this one. Patients simply download the Livi app on their mobile or tablet and sign up.

Q: When should I recommend Livi to patients? If patients don’t need a physical examination, always consider Livi. GPs can offer medical advice, prescriptions and referrals by video for a wide range of symptoms. They also regularly see patients who:

• Can’t make it into the surgery. For example due to time, work, or accessibility issues

• Are anxious and want to speak to a GP quickly

• Are busy parents who have difficulty attending surgery or are anxious

• Are unable to get an appointment for days, or even weeks

• Prefer to see a GP by video rather than face-to-face

Livi is available to everyone but is especially useful for some patient groups:

• Busy mums

• Time-poor workers

• People with disabilities or accessibility issues

• Patients with more complex conditions

• The elderly

• Patients with social anxiety

Patients with the following symptoms may require immediate assessment and local procedures should be followed:

• Chest pain or signs of a heart attack

• Signs of a stroke

• Severe difficulty breathing

• Severe injuries or heavy bleeding

• Ongoing seizures

• Sudden or rapid swelling of the eyes, lips, mouth or tongue

• Signs of sepsis

• Severe abdominal pain

• Thoughts of self harm or feeling suicidal

• Back pain with any of the following new symptoms: bowel or bladder disturbance; weakness in both legs; numbness to buttocks, saddle area or both legs.

• Routine face-to-face appointments: The Livi GP will advise the patient to contact their practice to organise an appointment.

• Urgent face-to-face appointments: The Livi GP will signpost the patient to attend their local WIC/UCC/A&E or contact your surgery directly.

• Fit notes: The Livi GP will create and save the fit note into the patient record before tasking to ‘tasks from Livi’ if they are unable to send it to the patient digitally.

• 2ww referrals: The Livi GP will complete the 2ww proforma and save this in the patient record. The Livi admin team will then process the referral via E-RS before sending the appointment information to the patients Livi inbox within the app. The Livi admin team will also send a task to 'tasks from Livi' which will include the booking reference number (UBRN) to confirm that the referral has been processed.

• Blood tests and other diagnostics: The Livi GP will put details of the investigations required in the medical notes and task details of the test required under ‘Tasks from Livi’. In most instances, our clinicians do not have access to ICE, so investigations will need to be added to ICE via practice staff.

• Routine referrals: Referrals are processed via E-RS/email by the Livi admin team as per local pathways. Once processed, the appointment information or next steps will be sent to the patients Livi inbox within the app. If Livi does not have an appropriate pathway or the pathway is not accessible to Livi, a task will be sent to 'tasks from Livi' and the referral must be processed by practice staff.

• Prescriptions: The Livi GP will issue an EPS prescription and send this to the patients nominated pharmacy. If the patient does not have a nominated pharmacy or prefers to collect their prescription from elsewhere, the GP will issue an EPS prescription that can be collected from any pharmacy. The GP will also send a confirmation message to the patient's Livi inbox within the app.

Please be aware that Livi GPs will generally not request: CT’s, MRI’s or X-rays as the patient will likely need a face-to-face review first.

For a list of conditions Livi GPs can treat please visit livi.co.uk/medical-advice/all-conditions. The Livi GP will only offer help for one health concern per appointment (unless there are clinical safety concerns). Livi can treat children from age 1+. However, if the patient booked is under 16 (ages 1-15) they would need to be in attendance with the legal guardian/parent.

Our clinicians are prohibited from prescribing certain medications, which include, but are not limited to:

• Antipsychotic medication (newly initiated, with limited exceptions such as prochlorperazine for nausea, vomiting, vertigo)

• Nicotine replacement therapy

• Anticoagulants (newly initiated)

• DMARDS (for example methotrexate, azathioprine)

• Sodium valproate

• All immunosuppressants and immune-modulating drugs

• Cytotoxic drugs

• Botox & fillers

• Schedule 1 and 2 controlled drugs (e.g. morphine, methadone, oxycodone)

• Certain schedule 3 and 4 controlled drugs (e.g. gabapentin, pregabalin, zopiclone, diazepam)

• Drugs needing initiation via a specialist

• Drugs restricted on the local formulary