12 things you wanted to know about Livi

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As the UK’s leading digital healthcare provider, Livi offers a range of solutions to the NHS, private healthcare partners and employers. If there’s any questions you had about our services, you’ll find the answers all here in this handy FAQs.

1: How do you support GP practices?

Livi provides access to quality digital healthcare, supporting practices, primary care networks and integrated care boards. We act as a digital extension of practice teams delivering digital clinical capacity through our Livi Practice and Population services and also provide administrative support.

Our aim is to help our partners overcome current capacity challenges, increasing the number of available GP appointments, so more patients can get the care they need. And we also help to free up practice time so teams can provide more face-to-face care to patients who need it.

Our models are designed to fit with our partners’ existing ways of working with appointments integrated seamlessly within Emis or SystmOne, so teams can book Livi appointments just as they would usually in their own practice. While any clinical notes made by Livi doctors are recorded within the practice clinical system.

2: How do Livi work with private healthcare providers?

Livi is the digital partner of choice for the UK’s leading health insurers.

We know members want minimal wait times, greater choice and better healthcare experiences and help our partners to deliver just that with our private offering. Members can book a video GP appointment, get a referral, prescription or fit note, all at the touch of a button with Livi.

As Europe’s leading digital provider, our extensive clinical network enables us to provide fast, reliable access to healthcare. It not only adds up to a competitive advantage for our partners, but makes for happier, healthier members too, and supports membership growth.

3: Are GPs that work for Livi GMC-registered, experienced doctors?

Yes. Our doctors are all GMC-registered, NHS trained, and have years of experience in providing care. Our GPs can give medical advice, prescriptions, referrals and fit notes. You can ‘meet’ some of our GPs and read their stories here and also learn more about daily life as Livi GP.

4: What do patients think of Livi’s services?

Livi has a 4.9 out of 5 app store rating and consistently receives excellent patient feedback. Here’s just a few examples.

Livi patient Jen says, “I came off the call absolutely buzzing because I had someone who took the time to talk to me, was interested and knew what she was talking about. It was exactly what I needed from a doctor. I’d love to be able to tell her, ‘Thank you, you rock!’”

While Sam says, “For so long I hadn’t been able to put a face to my doctor. But this felt personal.”

To read more about what our patients have to say about us, visit our patient stories hub.

5: How do you ensure clinical quality standards?

Our clinical governance framework mirrors that of an NHS organisation. That means safe, high-quality care. While our Care Quality Commission rating of Outstanding is testament to standards of service we provide.

6: What do your partners say about Livi?

Our partners recommend us for the many benefits our solutions deliver. Here’s a snapshot of just a few examples.

In the case of Woosehill Medical Centre, the team greatly appreciated the additional capacity provided by Livi which helped the practice to serve rising demand. The practice notes, “Livi has made such a difference with the extra appointments. It’s wonderful to receive good feedback from patients.”

While North Yorkshire CCG highlights the agility and flexibility of digital services offered by Livi. They say, “The Livi team were outstanding. Short notice additional capacity was often requested and Livi pulled out all of the stops to deliver it.”

And one of our integrated care system partners notes,“I would recommend working with Livi. The team has been very responsive to our needs, working within our prescribing frameworks, making referrals exactly the way we do.”

To find out more, read one of our case studies.

7: Can Livi help people living with long-term conditions?

Yes. We help patients with many different health concerns, from long-term conditions to minor infections.

Livi patient, John says, “Having multiple complex conditions meant I was back and forth to the doctors all the time. Now, if I have anything out of the ordinary, all I have to do is open the Livi app and I get to see a doctor face-to-face on the same day, without even having to leave my flat.”

While Derek, who is living with psoriasis, recalls how Livi helped him find the right treatment: “I moved the camera around to show him my skin, letting him see the areas that were red raw. He recommended the right cream and it made me feel better within hours.”

To learn more about the impact Livi is making in the lives of patients living with long-term conditions, read the full stories of Sam, Colin, John, Derek and Jen. Or read our long-term conditions report.

8: What support do you offer for employers?

At Livi, we know being well goes hand-in-hand with doing well. Talent is the lifeblood of any organisation, and team wellbeing is essential to success. That’s why Livi also partners with employers, delivering outstanding care to boost health and happiness. From digital GP consultations to wellness tools, we’re here to take care of your talent. And with Livi, you choose the services that best fit the needs of your business, people and budget.

9: Do you work with urgent care services?

Yes. Today, urgent care and A&E face immense pressure. Often working at capacity, services need to optimise patient flow to ensure patients receive the right care at the right time. Livi provides a digital clinical capacity solution for urgent treatment centres and NHS 111. We help free resources, serving patients that can be seen remotely. Our urgent care solution can be integrated with NHS 111 or within UTC premises via tablet.

10: What other services do you provide?

Livi also offers a range of healthcare technology.

Mjog is the essential platform for patient messaging tools including batch messaging, questionnaires and appointment reminders. We help to reduce DNAs, drive patient engagement and support remote monitoring. We also build GP practice websites to NHS Digital Service Manual Standards, that help patients find services they need online and relieve pressure on practices.

11: Can you support with PCN enhanced access?

Yes. Livi is one of the most experienced digital providers for enhanced access. We support PCNs and GP practices to provide additional services from 6.30pm-8pm Monday to Friday, and 9am-5pm on Saturdays.

Commissioners have also agreed that Livi can also offer services under the scope of enhanced access within core hours as demand is at its peak during these times. To find out more about the support we can provide to PCNs, try our Enhanced Access Calculator.

12: What results has Livi delivered?

Livi is delivering impressive results for partners every day. Here’s just a few examples.

In North Yorkshire, just 12 weeks on from the partner’s initial inquiry, the service was up and running across the full cohort of practices, and delivered 400 appointments a week on average including 960 consultations in a single week at full capacity. By May, Livi had provided 1600 additional GP hours in just 5 months.

In just five months during the busy winter period, Livi helped one urgent care partner prevent 5000 A&E attendances, protect over 1000 clinical hours and exceed consult and complete target by 12%.

While our practice websites platform is making an impact for patients, practices and partners across the health system. Nearly half of site visitors go on to either use an online service, self-serve or contact the practice online and 1 in 5 patients who go to book appointments online visit a signposting page for an alternative service. 99% of users who start a fit note request form online complete the form instead of contacting the practice.

How can we help you?

To discuss your needs with our team, contact or book a meeting.