How does LIVI work?
With LIVI you can see a registered GP by video on your mobile phone or tablet. The GP can offer medical advice for symptoms that do not require a physical examination. First download the LIVI app and sign up. You will then be asked to select your current NHS GP practice. This is so we can see if you are eligible for the free NHS LIVI service that we offer in partnership with local GP practices. If you are, you can continue to book an NHS appointment.
Don’t worry if you’re not – you can still see a registered GP by video through the LIVI private service. Or if, you prefer to use an NHS service, please visit your usual NHS GP practice.
To book an appointment, follow the steps in the app. You can choose to see the next available doctor (usually within minutes) or book a specific time in the next seven days.
Then fill out the symptom form as prompted. You also have the option to attach photos to help the doctor more accurately diagnose your condition. If the GP believes that you are in need of medicine or further care, you will receive a prescription or referral. The GPs can write medical fit (sick) notes for issues where a physical examination is not required for the note. It is up to each doctor to make an individual assessment of you as a patient.
How do I sign up on the LIVI app?
- Download the LIVI app on your mobile device from the App Store or Google Play. It is available in iOS (iPhone and iPad) or Android.
- Click 'Sign in' and enter your mobile phone number, you will then receive a text with a verification code which you will then enter into the app.
- You will then be asked to fill in a some basic personal details.
How do I register myself on the LIVI app?
Search for, and select your GP practice
- If it’s your first time using LIVI you will be asked to search for and select your NHS GP practice. This is so we can see if you are eligible for the free NHS LIVI service that we offer in partnership with local GP practices.
- You can search by name, town or postcode. Click on your GP practice to select it. The app will tell you if you are eligible for our NHS service, in partnership with your GP practice.
N.B. We will not ask you to deregister or leave your current surgery.
- If you are eligible for our NHS service, you will be able to book and have a free NHS GP appointment through LIVI.
- If you aren’t eligible, the app will let you book an appointment through our LIVI private service.
If you believe your NHS GP surgery is one of LIVI partner practices and you cannot find it on the app please contact LIVI support on 033 0808 2074.
Details and identity verification
- Add your full name, sex, date of birth and home address.
- Then follow the steps to verify your identity. You will be required to add a photographic ID document (passport, driving licence or UK residence card) and take a selfie photograph.
How do I sign in on the LIVI app?
- Open the app and press the Sign in button on the app.
- If you have Touch ID on your phone, you will automatically be asked to use Touch ID to sign in. This is to keep the app secure. If you don’t have it enabled you will enter the app directly. If you haven’t set up Touch ID or have problems with it you disable it in your phone Settings. Find instructions to do this in iOS here.
How do I sign out of the LIVI app?
- Enter the More tab at the bottom right of the LIVI app.
- Click on Settings and then Sign out.
Why do I need to do an identity check?
Verifying your identity with photographic ID guarantees your LIVI account and medical records are kept secure. LIVI uses Onfido to carry out the identity check.
Can I use my account for my spouse / partner?
No, unfortunately not. Family members over 16 years old must sign up for their own LIVI account and log in with their own details and ID to book a GP consultation at LIVI.
Which symptoms can LIVI help with?
LIVI can be used for medical symptoms and problems that do not require physical examination for diagnosis. Not all health problems are well-suited for diagnosis and treatment in a virtual setting.
When booking an appointment in the LIVI app you will see a list of the most common symptoms that patients seek help for with LIVI.
Is it suitable to seek care through LIVI for all medical problems?
There may be some cases where the LIVI service is not recommended:
- You have a symptom / disorder that requires physical examination, for example you need to have your chest listened to, a joint (e.g. knee or shoulder) examined, or provide a sample.
- You are in need of controlled drugs. These are not prescribed via LIVI.
- You are in need of medicines containing pregabalin (Lyrica) or gabapentin (Neurontin).
- You want to start treatment that requires long-term and regular medical contact.
- You are in need of a fit (sick) note that may last for a long time.
Can I use LIVI abroad?
No, unfortunately LIVI currently cannot offer patients a consultation when they are abroad.
Can I book an appointment on behalf of my child?
You can seek care for your child if they are older than 2 years and under 16 through LIVI. To book an appointment for your child between the age of 2-16 years, log in to the LIVI app and then choose if you want to book a drop in appointment or schedule an appointment at a specific time. Thereafter you can choose to book the appointment for your child.
Children must be present during the appointment, just like any other appointment at a physical GP surgery.
Children who are over 16 years old can have their own LIVI account.
How much does it cost to use LIVI?
The LIVI app is free to download from the App Store or Google Play.
LIVI works with local NHS GP surgeries to provide an NHS GP service. If you are
registered with one of our local NHS surgeries, the LIVI service is free of charge.
You can find out if you are registered with one of our local surgeries here.
If you are using the LIVI private service, your first appointment will be free of charge
with appointments after that costing £49 per consultation. This is inclusive of all outcomes (i.e. prescriptions, referrals, fit notes).
How do I pay for my LIVI private appointment?
You can pay for your LIVI private appointment directly in the app, using a debit or credit card.
Please note the payment will be taken directly from your bank account when you confirm the booking.
If you have a private insurance policy you may be able to claim back the cost of the consultation. Please check this with your insurance provider before booking a private LIVI appointment.
I have a question about a refund for the private LIVI service
If you would like to speak to us about a refund for a private LIVI consultation please contact LIVI Support over the phone on 033 0808 2074 or by email: firstname.lastname@example.org.
LIVI Support is open from 9am to 5pm on weekdays, but closed on weekends and holidays.
Please note, any refund issued may take 5-10 business days to be credited back to your bank account.
Contact information and opening hours for LIVI support
Questions about seeking medical advice
LIVI Support cannot provide any general information around health and diseases or give out medical advice. LIVI Support can help you with any questions about how to use our app.
For medical questions and advice we recommend you to download the LIVI app and book an appointment with one of the GPs.
Who should I contact with a complaint or concern?
Can I obtain medical advice through LIVI?
Yes. Through LIVI you can book an appointment with a GP and obtain medical advice from them in the consultation. To see common symptoms we can help you with, please see our 'Symptoms' FAQs section.
If you have medical questions, we recommend you to download the LIVI app and book an appointment with one of the GPs. Unfortunately LIVI support cannot provide general information about health, diseases or give medical advice.
Can I use LIVI in a medical emergency?
No. LIVI should not be used to seek help for medical emergencies.
In case of an emergency, call 999 immediately.
If you are unsure as to whether it is an emergency, please call NHS 111.
Can I get prescriptions through LIVI?
As with any other GP appointment, the GP will evaluate your condition and decide what the best treatment is for you. If the GP thinks you need medication, they will write you a prescription.
This will be an NHS prescription for patients using the NHS service and a private prescription for those using the private service.
Can I obtain a repeat prescription through LIVI?
In general, LIVI GPs do not issue repeat prescriptions. However, in an emergency, LIVI GPs are able to issue an emergency supply of medication for a maximum of 7 days.
Patients using the private service and who are not currently registered to a GP – e.g. because they are not permanent residents in the UK – can get up to one month's supply of a medication.
Can LIVI GPs prescribe all medications?
No. LIVI GPs cannot prescribe medication that is classified as narcotic medication such as benzodiazepines, sleeping tablets and strong opioids like morphine and tramadol.
There are also certain medications that can be prescribed within our private service, but not within our NHS service as they are not permitted under NHS prescribing limitations (such as prescription treatments for male pattern baldness).
You can find more information about NHS prescribing guidelines here.
This does not prevent LIVI GPs discussing these treatments and advising you how you can obtain them.
How much will my prescription cost me?
For patients who use the LIVI NHS service:
In England the NHS prescription charge is set at £8.80 per item. Some patients are entitled to free prescriptions, you can find out if you are entitled for free prescriptions here. Delivery is free (if requested).
For patients who use the LIVI private service:
The cost of a private prescription varies depending on the medication prescribed. You will therefore be charged the cost of the medication and not the set NHS prescription charge. Delivery is free (if requested).
How do I get my prescription?
You can have your prescribed medication delivered to you chosen address by our pharmacy partner, or you can collect it from a pharmacy. The GP will ask you which you prefer during your consultation.
How quickly after my consultation will my prescription be ready to collect?
Prescriptions normally take a few hours to process. Please make sure you check your app for any updates about your prescription.
Please note, patients who request a specific pharmacy may have to wait up to 48 hours for prescriptions to be ready to collect.
How will I be notified that my prescription is ready for collection?
When your prescription is ready for collection you will receive a message in the LIVI inbox in the app to let you know which pharmacy you can pick up your prescription from.
Where can I pick up my prescription from?
The GP will ask you during the consultation, whether you would like to collect your prescription from a pharmacy near your home or a pharmacy in a different location.
If you would like to collect your prescription from a specific pharmacy, we will contact that pharmacy directly to see if they have the medication in stock and can process the prescription. Please note, if you request a specific pharmacy, it may take up to 48 hours for your prescription to be ready.
When your prescribed medication is ready for collection you will receive a message to your LIVI inbox in the app with details of which pharmacy to pick up your prescription from.
How does prescription delivery work?
If you need a prescription, the GP will ask you during your appointment if you want your medication delivered to an address of your choice.
Our pharmacy partner will call and/or email you after the LIVI appointment to take payment for the prescription and arrange delivery. You can choose the delivery address and time. The delivery service itself is free.
Where can deliveries be sent to?
Deliveries can be sent to any address in the UK.
How much does delivery cost?
Delivery is free for all LIVI patients.
How long will delivery take?
If your appointment is before 5pm, Monday–Thursday, delivery is guaranteed the next day.
If your appointment is after 5pm, Monday–Wednesday, it will take two working days for your delivery to arrive.
The delivery service only operates on weekdays – so prescriptions from appointments on Friday, Saturday and Sunday will arrive the following Tuesday.
In some cases our pharmacy partner may be able to arrange an earlier delivery – please ask when they call to take payment.
If you decide you would prefer to pick up from a pharmacy, please let our pharmacy partner know during the call and LIVI Support will contact you to arrange this.
Do you offer same-day delivery?
At the moment we do not offer guaranteed same-day delivery, but in some cases our pharmacy partner might be able to arrange same-day delivery to addresses in London.
We advise you to use our easy pickup service at nearby local pharmacies for urgent prescriptions until we guarantee same-day delivery in the London area.
Who will deliver my medication?
In London, courier drivers of our pharmacy partner will deliver your medication and provide you with a tracking number.
In the rest of the UK, Royal Mail will deliver your medication and provide you with a tracking number.
Can I receive an NHS referral for secondary care through LIVI?
If you are a patient registered with one of our partner surgeries in Surrey:
All referrals in the Surrey area are sent for review to the Referral Support Service (RSS). The RSS will send referrals for community services on to the selected service. The service will then contact you to arrange an appointment.
For all hospital referrals, you may receive a call from the RSS team to discuss the options available to you. If the RSS team are unable to contact you, they will book your appointment on your behalf. Your appointment can be changed if it is not at a convenient time.
We recommend calling the Referral Support Service in 2-3 working days to find out if your referral has been successful on 01372 232500, lines are open 8:00-5:00 pm Monday-Friday.
As an NHS patient through LIVI, you can also obtain a private referral. For private referrals, you will be sent the details via an inbox message to your LIVI app which you can then print or email if you wish to do so.
For patients using the LIVI private service:
We can issue a private referral, which can be used to see a private provider of your choice. You will be sent the private referral via an inbox message to your LIVI app which you can then print or email if you wish to do so.
Can I be referred for a physical GP appointment?
If you are a patient registered with one of our partner surgeries in Surrey:
If your GP believes that you are in need of further primary care then where possible they will book you in for a physical GP appointment in your area with a local NHS GP hub. If you are in need of urgent care, the GP will advise you to go to your nearest urgent care centre.
If you are a patient using the private service:
Unfortunately we are unable to direct patients to an appointment at a GP surgery. However, if you are in need of urgent care you may be advised to go to your nearest urgent care centre.
Can I get a fit (sick) note through LIVI?
Through LIVI, GPs can write you a private fit note on the condition that there is no requirement for a physical examination to issue the note. It is up to each GP to make an individual assessment of you as a patient.
As an NHS patient, the fit note is free of charge.
For a private patient, the fit note is covered within the cost of the appointment.
Please note, GPs at LIVI do not write sick notes for the first 7 calendar days of your illness. If this is required, self-certification can be done via the Government Digital Services website. GPs at LIVI do not write sick notes for longer than 14 days and are unable to back-date the notes.
How do I retrieve my fit (sick) note?
The fit note will be sent to your inbox in the LIVI app, attached as a PDF file.
Open the app and click on the inbox tab at the bottom of the screen. By clicking on the message, you will now be able to see the fit note on the screen in your phone or tablet.
Click on the fit note again. You will now get an icon in the lower left corner (a square with an arrow in). Click on it and you will see the different options. You can then choose to print or e-mail the fit note.
Will my consultation be recorded in my medical record?
For patients eligible for the LIVI NHS service:
Yes- just like with a physical visit your consultation meeting notes will be added to your NHS medical record NHS electronic health record system by your NHS GP.
For patients using the LIVI private service:
Your consultation meeting notes will be saved in our own private medical record system, Meddbase. If you would like your meeting notes to be shared with your registered GP then please inform the GP during the consultation.
Can LIVI see my medical history?
For patients eligible for LIVI NHS service:
Whilst booking a GP appointment through LIVI, you will be asked to give your consent to allow your NHS GP access to your medical records. Your GP can then view your Summary Care Record and medical history via the NHS electronic health record system.
For patients using the LIVI private service:
The GP will have access to all LIVI private medical record notes from previous LIVI consultations. The GP will not have access to your NHS medical record.
How do I book a GP appointment through LIVI?
- Press the book now button on your LIVI home screen.
- If it’s your first time using LIVI, you will be asked for some more personal details and to verify your identity.
- Click to confirm whether you are making the appointment for yourself or for your child.
- Use our symptom checker to add additional information about your symptoms.
- Add photos if you wish.
- Then select if you would like to see the next available GP or book an appointment any time in the next 7 days.
- Complete and confirm your booking. By doing so you agree that you will be in the UK at the time of the appointment.
- If you are using our private service, first time users will have to add their credit or debit card details.
Your meeting is now booked! The GP will call you through the LIVI app when it's time for your appointment.
How do I book a revisit?
Via LIVI you can book a revisit appointment with the same GP you've seen before.
To do this, you need to log in to the LIVI app and click My profile at the bottom of the toolbar, where under Activities you will have a list of your previous consultations. There you can choose to Book a revisit with the same GP you saw previously.
How do I cancel or reschedule my appointment at LIVI?
If you need to cancel your appointment, you can do so in the LIVI app at least 15 minutes before your original scheduled start time. To do so, click into “Me” in the app and select “My Upcoming Meetings”. Here you will be able to cancel the appointment.
If you would like to reschedule your appointment, please contact LIVI Support by telephone: 0330 808 2074.
If you have questions regarding an appointment you have booked with LIVI, please contact LIVI Patient Support by telephone or email.
LIVI Patient Support is open on weekdays between 9am and 5pm.
Phone number: 0330 808 2074
If I cancel my LIVI private appointment will I receive a refund?
Cancellation of a private LIVI appointment must occur more than 15 minutes before the time that the appointment is scheduled for. If you cancel your appointment less than 15 minutes before, you will still be charged the full amount.
If you cancel your appointment more than 15 minutes before it is scheduled to start, you will receive a full refund automatically.
If you would like to reschedule your appointment, you can do so free of charge by contacting LIVI Support by telephone.
Refunds may take 5-10 business days to be credited back to your bank account.
How long is the waiting time at LIVI?
The waiting time for a drop-in meeting with LIVI may vary, but usually does not exceed 30 minutes during opening hours. There are usually longer waiting times in the morning and in the afternoon, and somewhat shorter waiting time in the middle of the day.
If you choose to book the next available appointment you will be put into a drop in queue and given an estimated waiting time, please be aware this may exceed by 30 minutes.
If you are using the LIVI private service and the waiting time exceeds 30 minutes you may be entitled to a partial or full refund. To request a refund please contact LIVI support on 033 0808 2074 or email on email@example.com.
Can LIVI help with sleeping disorders?
Sleeping disorders are one of the most common problems we help out with.
The GP consultation is held via a video call and you usually meet a doctor within a few minutes. Download our LIVI app from the App Store or Google Play for diagnosis and treatment today.
Can LIVI help with depression and anxiety?
You can contact LIVI if you suspect that you are depressed or have experienced symptoms of depression for two weeks or longer. When suffering from depression it is important to seek care as quickly as possible. Treatment is often easier and has a shorter process if started in time.
Through LIVI, you can have a GP appointment via a video call. The GPs can help you to better understand your problems as well as give you advice and support on how to deal with things that today feel difficult.
The GPs can help with diagnoses, examine any other causes of symptoms, discuss drug treatment (e.g. antidepressants, anxiolytics or sleep promotion), and also discuss sick leave (maximum 14 days of sick leave from the first day of illness). The GPs cannot back date sick notes. Please note that the GPs do not prescribe medication classified as narcotics.
Can LIVI help me with a sore throat and cough?
You can seek help via LIVI for a sore throat or a cough and the doctor can provide medical advice to you.
Please Note: any antibiotics or other medicines that require samples for diagnosis cannot be prescribed through LIVI.
Can LIVI help me with asthma?
If you have previously been diagnosed with mild asthma, you can seek to continue your care for this with LIVI. Through a GP video consultation, the GPs can help you with determining what triggers your asthma. In knowing this, we can then find and prescribe the best medicines to treat your asthma.
You can also get answers to any of your questions about asthma and allergies.
NB If you are experiencing an acute flare of your asthma, it is much better that you should seek an appointment at a health centre.
Can LIVI help me with my allergies?
Through a video GP consultation, you can receive help for most allergies. The GPs can find the right course of treatments and prescribe appropriate medication when needed.
Medicines for acute treatment, can be prescribed if the GP believes it is necessary.
LIVI is not appropriate if you are experiencing a severe allergic reaction (e.g. nut allergy), where you should contact the emergency services.
Can LIVI help with psoriasis?
It is appropriate to contact a GP through LIVI regarding your psoriasis if:
- You are out of medication you have been previously prescribed for your psoriasis
- You find that the medicine you have been prescribed previously doesn't help
- Psoriasis affects your everyday life
More complex skin psoriasis and joint psoriasis should be physically examined.
Can LIVI help with rashes on my face and body?
There are many different reasons for why you may be experiencing skin rashes on your face and body. It is important to first establish what type of rash in order to find the best course of treatment.
With LIVI, you can see a GP through a video call and get help with diagnosis and treatment. We can also, if necessary, prescribe medication or write a referral to another healthcare provider.
Can I get help for acne with LIVI?
You can seek care through LIVI if you have problems with acne.
Seeing a GP through LIVI regarding your acne is appropriate if:
- You are out of medication that you have been previously prescribed for your acne
- You find that medicines you have been previously prescribed do not help
- The acne is affecting your everyday life
Severe acne and any infected rashes should be physically investigated.
Before your appointment starts, you have the opportunity to fill out a symptom form. In this form you can attach pictures of your acne. From these pictures, the GP can have a better look at the acne which will help them to treat you. The GP can also write referrals to specialists if they believe it appropriate. It is up to each individual GP to make an assessment of what is appropriate for each patient.
Can LIVI help with chickenpox?
For adults, antiviral treatment for chickenpox may be prescribed by LIVI, but it is only effective if started early in the course of the disease.
Can I get help for eczema with LIVI?
Through a LIVI GP consultation, you can get help with your eczema and what may have triggered it.
We can provide information around different treatment options. If non-prescription medicines have not been effective previously, we are able to prescribe other medicines that can give better outcomes.
Can LIVI help with skin problems?
You can seek care through LIVI if you have skin problems.
Before your consultation starts, you have the opportunity to fill out a symptom form. In this form you can attach photos. The photos will be looked at by your GP before the consultation and will help them to treat you. GPs can write referrals to specialist if they believe it to be appropriate. It is up to each individual doctor to make an assessment of what is appropriate for you.
Can LIVI help with nausea and vomiting?
There could be various reasons to why you're feeling nauseous or vomiting. Nausea is the body's way of telling you something isn't right while vomiting is the body's defence mechanism for getting rid of toxins. Nausea and vomiting may be caused or affected by:
- Food poisoning
- Gastric ulcer
- Motion sickness
- Reactions to different smells or flavours
- Emotional stress
Through LIVI you can see a GP via video who can help to find the cause of your nausea and vomiting. Contact with LIVI is appropriate if:
- You have been vomiting for more than 12 hours
- You have been nauseous for more than 12 hours
- You show signs of dehydration
- You have felt nauseous for a longer period of time and might be pregnant
Long-term symptoms may be the result of a more serious disease and you should be examined by a doctor at a health centre.
You should contact the emergency services for immediate medical advice if you have:
- Hit your head
- Have a stiff neck and heavy headache
- Blood in your vomit
- Strong stomach ache
- High fever (over 39.5°)
- High heart rate and breathing difficulties
Can LIVI help with erectile problems?
Most men will suffer from some sort of erection problems at sometime during their lives. Erectile problems can affect men of all ages.
A video consultation with a GP through LIVI is appropriate if you wish to:
- Get help finding the cause of erection problems
- Get help in finding the right treatment and get medicine if needed
- Get information and advice
Can I get help with urinary infections through LIVI?
If you are a woman and suspect that you have a urinary infection you can get help with treatment via LIVI.
The GPs can diagnose and prescribe appropriate treatment through LIVI. Mild urinary infection does usually not require sampling for diagnosis and treatment.
Men with symptoms of urinary infections must be examined and samples must be taken. Therefore the GP will refer men to a physical healthcare provider for this.
Can LIVI prescribe contraceptive medications?
If you have been previously prescribed contraceptive medication which has worked well with no issues, the GP can give you a prescription renewal through LIVI. However, please note that it is down to the judgement of your GP if they think it is appropriate. Prescribing contraceptive medication requires an annual physical face to face appointment to monitor certain factors such as your blood pressure.
Can LIVI prescribe medication for cold sores?
Cold sores on the lips and around the mouth are very common and are caused by a type of herpes virus. Cold Sores typically settle within 7-10 days, usually requiring no treatment. Many people will continue to carry this virus in their body for the rest of their life. The virus will usually be silent, but occasionally it becomes active and causes a recurrent outbreak of cold sores.
LIVI can provide advice which includes reassurance and treatment advice. There are various over-the-counter medications, which the GP can advise you on.
There are also prescription antiviral creams that you can use on the lesions. If you have severe outbreaks, or are susceptible to infection, your GP may prescribe you an antiviral tablet.
Can LIVI help with back pain?
Through LIVI you can, via a video GP consultation, get help to find out what might be the cause of your back pain. You can get advice on how to self-manage your problem with exercises and medications, and also discuss whether you may require a referral to a physiotherapist or musculoskeletal specialist now or in the future.
Back pain is a common problem experienced by many people during different stages of their lives. Fortunately, the pain is rarely due to a serious disease. Most cases of back pain should not significantly affect your lifestyle if it is well taken care of.
One of the most common causes of back pain is that you've made a fast and unusual movement. Too much stress can also cause back pain. An incorrect movement may occur, for example, in sports where you rotate your body heavily. Too much strain on the back may result from lifting heavy things where you are using your back, instead of using your legs, also called lumbago. Weakness in the back can also be caused by a sluggish body position and that some muscles do not get the right training.
Very rarely, a serious disease can present with back pain. With serious disease, other symptoms are often associated with the pain, such as:
- Leg numbness and weakness,
- Urinary or bowel incontinence
- Fever with severe back pain.
If you have these additional symptoms, we will not be able to help you via LIVI and you should urgently see a doctor at a physical health centre.
If you currently have cancer and have developed back pain, you should visit a health centre to see a doctor in person
A back-related accident or a fall should also be followed up with a visit to a health centre to see a doctor in person.
The best thing to do if you are in pain is to move carefully. Take slow walks in comfortable shoes and stretch your back muscles properly. Avoid sitting down as much as possible. Rest does not make your back better, your muscles need to be activated. Painkillers can help if the pain is overwhelming. A physiotherapist or chiropractor can advise you on which treatment method is best for your type of pain.
Seek care if the back pain does not pass within 1-2 weeks.
Can LIVI help with eye problems / inflammation?
Ocular inflammation usually passes by itself after a few days as long as you keep your eyes clean, are careful with hand hygiene and change your towels often.
However, sometimes the inflammation might not go away and you may require treatment with antibiotics.
Download LIVI on your smartphone for advice and possible treatment for eye inflammation.
Can LIVI help with ear problems & infections?
Through LIVI you can get help with pains and symptoms that are possible to diagnose without having a physical examination.
Because ear infections and ear problems require a physical examination, we will usually refer you to your local GP surgery or a specialist.
What is GDPR?
1. What is the GDPR and what does this mean for me?
GDPR stands for the General Data Protection Regulation, which is a new, European-wide law that regulates how companies and organisations are allowed to handle the personal data of EU-residents. The GDPR comes into effect on 25 May 2018.
Don’t you worry, this will not affect your use of LIVI's services - your account with LIVI will work just as usual! However, you do have the right to influence how your personal data is used. Your rights are described in detail in our integrity policy.
2. What is meant by “personal data”?
Personal data is any information relating to an identifiable individual. It can identify you as an individual directly or indirectly (i.e. in combination with other information) and can include name, identification number, location data, or other factors specific to the physical, genetic, mental, economic, cultural or social identity of the person.
3. How does LIVI handle my personal data? What type of security do you have?
Our goal is to always provide you with high quality healthcare and in order for us to do so, we collect personal data from you, as described above. Access to your data is restricted to the people providing you with the healthcare, or as part of our ongoing quality assurance and product development. We safeguard your personal data and here at LIVI we constantly work with assuring the security of our systems. We do this by utilising a combination of in-house experts, automatic and manual testing and regular audits by independent third parties.
4. What kind of personal data does LIVI handle about me?
We handle basic contact details, such as name, address, personal identification number and phone number. We also process medical data, submitted by you in the app.
5. So, where do you store my personal data?
LIVI stores the majority of the personal data in our purpose built secure system. This system is hosted on servers provided by a third party that acts as data processor to us, located within the EU (primarily on Ireland).
6. Does this mean you send my data outside of the EU?
We do not store any of your sensitive personal data (such as data relating to your health) outside of the EU. Occasionally, some of your personal data might be processed by our partners outside of EU. If personal data is transferred to our partners outside of the EU, such transfer will only be conducted on the condition that the transfer is legal under applicable data protection laws.
7. For how long do you store my personal data?
When it comes to medical personal data, your clinical records are held through your local GP surgery on an NHS procured record system. None of your medical personal data is held through LIVI.
Non-medical personal data will only be kept as long as necessary in order for us to provide the services in a satisfactory manner to you, in accordance with the GDPR, and other applicable legislation.
8. I would like to be “forgotten” and that you remove all my personal data from your systems. How do I go about it, how is this done and how long will it actually take?
When it comes to personal data such as the data provided when you signed into the LIVI app, you are always free to contact our support function at firstname.lastname@example.org and we will assist you with your requests.
If you request to be forgotten, non-medical personal data will be removed from our systems as quickly as possible but no later than within thirty (30) days as of your request. We will notify you in writing and confirm which personal data has been erased and as per which date.
9. If I have further questions regarding personal data processing by LIVI, who should I contact?
You are always welcome to contact us at email@example.com. We will do our best to contact and assist you with your query within short.
Is it secure?
All information at LIVI is heavily encrypted. Your identity is verified using Onfido and your GP's identity is verified using their NHS smartcard.
How is my information stored?
All information concerning GP appointments is subject to strict confidentiality in accordance with national legal frameworks. Video consultations are not recorded and therefore not documented in any way aside from your updated medical records (held at your local GP surgery) as in an ordinary visit to a doctor.
Who is able to see my symptom descriptions?
Only the treating healthcare providers have access to your symptom descriptions.
Before the meeting, your healthcare provider will review the symptom descriptions you provided to prepare for your appointment.
How can I report a security issue?
Security is a very important topic for us at LIVI and we are constantly working on improving the service in this area. The whole development lifecycle, from planning to launch, is run with a strong security mindset. However, there is a possibility that a mistake could slip unnoticed through our process. If you find a security inadequacy, or something looking like one, we would very much like to hear from you.
Contact us via e-mail at firstname.lastname@example.org and let us know what you have found. Include as much detail as possible so that we can easily investigate the issue.
Do you have a bug bounty program?
LIVI does not currently have a formal bug bounty program.
However, we still appreciate any reports of any possible security inadequacies. Please send them to us at email@example.com.
We are very appreciative of any feedback.
How do I unsubscribe from LIVI?
If you no longer want to receive emails from LIVI, click on the link at the bottom of the email where it says unsubscribe.
If you wish to be unsubscribed as a user of the LIVI app, please contact support:
Phone number: 033 0808 2074
LIVI Support is open from 9:00 am to 5:00 pm on weekdays, but closed on holidays.
What technical support do I need to use LIVI?
LIVI's app is available on iOS (v.9.0 or later) and Android (v.6.0 or later).
You also need a valid passport or driving license to log in and register, as well as a strong internet connectivity for the GP consultations.
The LIVI app does not work, what should I do?
If you can't seem to log in to your LIVI app or the app doesn't seem to work as it should, there are a number of things you can try yourself.
- Verify that your operating system on your phone / tablet is supported by LIVI's app.
- Make sure you have a strong internet connection. Also, if you are not using a wifi connection, make sure you have allowed the LIVI app to use your mobile data (in Settings).
- You can also try to update the LIVI app via the App Store or Google Play, and restart the app.
If the problems persists, please contact LIVI Support for further assistance. LIVI Support is open from 9:00 am to 5:00 pm on weekdays, but closed on holidays. We will try to respond to your message within 24 hours on weekdays.
- Verify that your operating system on your phone / tablet is supported by LIVI's app.