Livi, your virtual practice partner


Patient-centred care in the digital age

Last updated:

In recent years, the NHS has rapidly evolved with the widespread integration of digital technology. Continuing advancements have seen ICSs, and by extension, ICBs and GP practices leverage these tools in different ways to enhance patient experience, improve access to care, and promote patient-centric approaches.

Now, with NHS plans for 2024/25 stating an aim to further “increase digital maturity and ensure a core level of infrastructure, digitisation and skills,” different systems will have their own individual priorities for health tech over the coming 12 months. As systems strive to reach maturity, we explore the transformative power of this technology and the imperative to embrace digital approaches.

Engagement and prevention

Digital tools are playing a pivotal role in helping patients to actively participate in their healthcare journey. At a base level, remote consultations can facilitate real-time discussions between patients and healthcare professionals, encouraging dialogue and shared decision-making. This increased engagement can contribute to a more patient-centric approach, where individuals feel engaged, heard and involved in their care plans. This becomes especially crucial for managing chronic conditions, where consistent monitoring and adjustments to treatment plans are essential.

“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.”- John, Livi patient

But that’s not all. A telehealth visit also makes it easier to collect information across the care journey. From before the appointment was booked, to its outcome and the interactions that follow.

For example, Mjog by Livi enables systems to stay in touch with patients through smart messaging, as well as remote monitoring questionnaires. This can support periodic reviews of the elderly, or at-risk patient cohorts. Sent proactively prior to an appointment by text message, direct links allow patients to quickly engage and send responses on their symptoms and other key information. Care teams are then able to prioritise and manage patients accordingly. This can support upstream prevention and intervention to improve population health.

“We’ve been using Mjog’s batch messaging to contact patients about things like cervical smears, asthma clinic, their smoking status, and diabetes check-ups. We have had really good uptake from these messages, which helps us to hit our QOF targets.” - Niné Swift, Practice Manager, Sheerwater Health Centre

Interventions might include targeted health content based on an individual’s specific needs. While the collection of patient feedback and health data creates a valuable feedback loop. Integrated care systems can utilise this information to make data-driven decisions, enhance service delivery, and continuously improve patient experiences.

Capacity and efficiency

With the health system facing pressure to deliver increasingly more with less, digital care also offers a means to increase available appointments at speed and scale. Where there are long waiting times for in-person appointments, remote consultations address this issue by providing a timely and efficient alternative. This can ease strain on phone lines, reduce pressure from staff shortages and improve digital access routes.

“Livi has made such a difference with the extra appointments. It’s wonderful to receive good feedback from patients.” - Woosehill Medical Centre

If there are resource issues in a footprint, systems can call on additional capacity as and when required and redeploy it where it’s needed most.

This is essential as analysis from Nuffield Trust reveals there are significantly fewer GPs per person in deprived parts of the UK. Indeed, in the most deprived fifth, there is believed to be around 47 GPs per 100,000 patients. Additionally, one in seven people living in deprived areas are unable to get a GP appointment vs one in ten in the richest. While recent data published by Pulse shows the number of GP practices requesting formal list closure is the highest it’s been in five years.

Thus, demand management is vital. And optimal digital front doors, such as the Livi App, can help patients to take greater ownership of their health journey - allowing them to book, amend, appointments, request prescriptions and navigate to the right care at the right time. This helps systems to manage patient flow more effectively, ensuring resources are allocated efficiently, and frees up more face-to-face appointments for patients who need them.

"It’s taken the burden off the rest of our GPs because of the additional capacity from Livi." - Hazeldene Medical Practice

Did you know? 20% of Livi patients would have sought urgent or other forms of care. And with our relay model, we have increased appointments handled by our nurses from 14% to 25% since 2020.

Integration and the future

As we look towards the next 12 months and beyond, integrating digital into pathways, frameworks and processes, will continue apace across systems. Embracing digital approaches requires holistic transformation in healthcare delivery. The integrated care systems who invest in interoperable technologies that facilitate seamless communication across their network, and at the same time, ensure a patient-centric approach will be well placed to succeed.

The potential for improved outcomes is becoming increasingly tangible. The NHS can usher in a new era of healthcare that is not only efficient and accessible but also focused on the unique needs of each patient.

To that end, Livi is supporting system partners to reach digital maturity. Our all-in-one service can deliver digital clinical capacity alongside a suite of technology tools that significantly increase practice efficiency. From batch messaging and automated appointment reminders through to a best-in-class Practice Website.

  • Our digital consultations are 6x more efficient vs. traditional care given 2x better utilisation of clinicians’ time (less idle time)

  • We free up capacity and increase access (1.5x interactions) for our patients, at a lower total cost (5-20% lower cost per capitated user)

  • We support 4000 GP practices covering 11 million patients and are rated CQC Outstanding

To find out how we can help you, contact or schedule a meeting with a member of our team.

How can Livi help you?

As a leading digital healthcare provider, Livi can deliver a range of support to ICSs, PCNs and practices. Our solutions and services include digital consultation technology, clinical capacity, smart messaging, and patient engagement and remote monitoring tools.

Speak to the team