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 face-to-face physical examination. First, download the Livi app from the App Store or Google Play and sign up. 

To book an appointment, follow the steps in the app. You can choose to see the next available doctor or book a specific time in the next three days. 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 not eligible to use the free NHS service, you will be given the option to choose the Livi pay-as-you-go service.

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. Please note that pay-as-you-go patient referrals are for private care and cannot be referred to an NHS provider.

Livi opening hours vary by location. Find the location of your current NHS GP practice from the list below, to see our opening hours in your area.

Alliance for Better Care (ABC) opening hours:

Monday - Friday: 7am - 10pm

Saturday & Sunday: 8am - 4pm

City Health Care Partnership (CHCP) opening hours:

Monday - Friday: 7am - 10pm

Saturday & Sunday: 8am - 4pm

East Cornwall PCN opening hours:

Monday - Friday: 6pm - 10pm

Saturday & Sunday: 8am - 4pm

Kernow GP practices opening hours:

Monday - Friday: 6pm - 10pm

Saturday & Sunday: 8am - 4pm

Northampton GP practices opening hours:

Monday - Friday: 7am - 10pm

Saturday & Sunday: 8am - 4pm

North Tyneside GP practices opening hours:

Monday - Friday: 7am – 10pm

Saturday & Sunday: 8am – 4pm

North West Surrey (NICS) GP practices opening hours:

Monday - Friday: 7am – 10pm

Saturday & Sunday: 8am – 4pm

Our Health Partnership (OHP) GP practices opening hours:

Monday - Friday: 7am- 10pm

Saturday & Sunday: 8am - 4pm

Rosslyn Hill Practice opening hours:

Monday – Friday: 8:30–9:30am, 5:30-6:30pm

Saturday & Sunday: 3:30pm–6:30pm

SDHC GP practices opening hours:

Monday - Friday: 7am - 10pm

Saturday & Sunday: 8am - 4pm

SEL GP practices opening hours: 

Monday - Friday: 7am - 10pm

Saturday & Sunday: 8am - 4pm

Surrey Downs (GPHP) GP practices opening hours:

Monday - Friday: 7am – 10pm

Saturday & Sunday: 8am – 4pm

Surrey Medical Network opening hours:

Monday - Friday: 7am – 10pm

Saturday & Sunday: 8am – 4pm

Livi pay-as-you-go opening hours:  

Monday - Friday: 8am - 10pm

Saturday & Sunday: 8am - 4pm

Livi Support opening hours:

Monday - Friday: 9am – 6pm

Saturday & Sunday: 8am – 4pm

The doctors that you see through Livi are all General Practitioners in England, and they are GMC certified. All of our GPs have extensive experience in providing primary care to patients.

They work part-time with Livi and part-time with their local physical GP surgeries in England, making them well-equipped to assess the symptoms we offer treatment for at Livi. All GPs have been trained to provide the best possible care through video meetings on the Livi app.

You can check if your NHS GP practice is partnered with Livi in the Livi app. 

We are growing rapidly, so if your NHS GP practice is not currently included, do check again soon. 

We aim to put you in touch with one of our Livi GPs within 20-30 minutes of coming through our app. The waiting time for a drop-in meeting with our GPs varies throughout the day but does not usually exceed an hour.

Livi does not currently offer an online therapy service. You can however speak to your Livi doctor about any mental health concerns. They can provide you with advice and guidance on next steps if you need additional support.

1. Download the Livi app on your mobile device from the App Store or Google Play. It is available on iOS (iPhone and iPad) or Android.
2. Click 'Sign in' and enter your mobile phone number. You will then receive a text with a verification code, which you will need to enter into the app.
3. You will then be asked to fill in some basic personal details.

Search for, and select your GP practice

1. 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 in certain areas of the UK. 
2. You can search by your GP practice name, town or postcode. We will not ask you to deregister or leave your current surgery.
3. Once you select your GP surgery, you will see if you are eligible for our free NHS service. If so, you will be able to book and have a free NHS GP appointment through Livi.
4. If you are not eligible for our free NHS service, you will be given the option to use our Livi pay-as-you-go service. The pay-as-you-go service costs £59 per appointment. 

If you believe your GP surgery is one of Livi partner practices eligible for the free NHS service, please contact Livi Support on 020 3870 3029.

Details and identity verification

NHS patients:

Please ensure that your Livi profile information matches the information you are registered with at your NHS GP practice. This includes your:

• Full Legal Name
• Date of Birth
• Address

You can update your Livi profile by selecting My Profile -> My Details in the Livi app.

Pay-as-you-go patients:

For our pay-as-you-go service, you will need to complete a verification process before you can book an appointment. This involves uploading a selfie and ID photograph. Your ID must be in-date and one of the following documents:

• Passport
• Driving Licence
• National ID Card
• Residence Permit

If you require any assistance with your verification, please contact our Livi Support team on 020 3870 3029.

1. Open the app and press the ‘Sign in’ button.
2. 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 Touch ID enabled, you will enter the app directly. If you haven’t set up Touch ID or have problems with it, you can disable it in your phone Settings. Make sure you delete all fingerprints saved if you choose this option. Find instructions to do this in iOS here.

1. Click on 'My profile' at the bottom right of the Livi app.
2. Click on Settings and then ‘Sign out’.

Verifying your identity by taking a photograph of yourself ensures your Livi account and medical records are kept secure.

Before you can book a Livi appointment for a child, we need to confirm you are the child’s legal guardian.

You will be asked to upload a photo of one of these documents:

• Full or long-form birth certificate
• Formal adoption papers or certificate

It’s important that the document includes your name as the parent or legal guardian.

We will check that your account details match the certificate. So please enter your full legal name when asked to confirm your details in the app.

What is a full or long-form birth certificate?

A full or long-form birth certificate shows the parents’ names and occupation. Short form birth certificates, on the other hand, only show the child’s details.

Unfortunately, we cannot accept a short form birth certificate as it does not prove you are the legal guardian.

What if I don’t have a full birth certificate?

If you don’t have a full birth certificate, you can order a new copy from the General Register Office. Certificates cost £11 and are usually sent a week after you apply.

More information on how to order a certificate can be found on the General Register Office website.

What if I’ve changed my name?

If you’ve changed your name so it does not match your child’s birth certificate, please contact our support team.

We will ask to see a legal document that proves you changed your name, such as a deed poll.

You can contact Livi Support by phone on 020 3870 3029 or by email at support@livi.co.uk.

I am unable to book or complete an appointment for my child. What can I do?

Please check that:

• Your details and your child's details are both correct
• You have passed your identity check
• You have uploaded a photo of your child’s long-form birth certificate or adoption papers

If you are still experiencing issues, please do not hesitate to contact us on 020 3870 3029 or support@livi.co.uk. One of our support agents will be happy to assist you where possible or escalate your query if necessary.

If you are using the NHS or pay-as-you-go service, you can book an appointment for your child if they are between the ages of 1 and 16 years old.

If it’s your first time booking an appointment for your child through the app, select ‘Book now’ and then select ‘My Child’. You will then have to fill in some basic information about your child and upload a picture of their birth certificate. This must be a full birth certificate which includes the names of both parents. After uploading the birth certificate, you will be prompted to fill in the symptom form for your child.

The next time you need to book an appointment for the same child, select ‘Book now’ and select ‘My Child’. Then click on your child’s name and it will bring you through to the symptom form.

 You can add multiple children on your app.

 Children must be present during the appointment, just like any other appointment at a physical GP surgery. Children aged 16 and over can be seen on their own Livi account.

No, unfortunately not. Family members aged 16 years old and over must sign up for their own Livi account and log in with their own details and ID to book a GP consultation with Livi.

Yes, you can see a Livi GP while you are abroad. However, please be aware the doctor will be able to provide medical advice only. We cannot offer prescriptions or access any local health services.

There may be some cases where the Livi service is not recommended:

• You have a symptom/disorder that requires a physical examination, for example, you need to have your chest listened to, ear examined, or to 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.

A pay-as-you-go GP appointment currently costs £59, though this price is subject to change. You can pay for your Livi pay-as-you-go appointment directly in the app, using a debit or credit card. We accept Visa, Mastercard and American Express payments. 

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. We recommend that you check this with your insurance provider before booking a Livi pay-as-you-go appointment.

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 partner NHS GP practices, your Livi GP appointment will be free of charge. 

The Livi pay-as-you-go service allows you to book a GP appointment for £59. The cost includes prescription-writing, fit-notes and referrals. However, the cost of any prescribed medications is not included and will vary. Please note: medications prescribed by our pay-as-you-go service will not be eligible for any NHS exemptions or discounts. 

We accept Visa, Mastercard and American Express payments. 

If you would like to speak to us about a refund for a Livi pay-as-you-go consultation, please contact Livi Support by phone on 020 3870 3029 or fill out this form. 

 Refunds will be decided in 5-10 days of the refund request but can take up to 30 days to be credited back to the patient’s bank account (or the debit will be cancelled, depending on the card issuer’s standard procedures).

Yes. You can book an appointment with a GP through Livi 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 our GPs.

Unfortunately our Livi support team cannot give you medical advice, only our GPs can do this.

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.

NHS prescriptions

Your prescription can be obtained from any pharmacy by providing them your NHS number, unless you have a nominated pharmacy. 

PRIVATE prescriptions

You will receive a code which then can be used at any pharmacy to access our prescriptions portal. This portal is exclusive to pharmacists and the staff should have been trained on it. Simply present them the code, in case of any issues, bring your ID as well.

In general, Livi GPs do not issue routine repeat prescriptions. However, in an emergency, Livi GPs are able to issue an emergency supply of medication for a maximum of 28 days, if the GP decides that the request is appropriate.

When using the Livi pay-as-you-go service, the Livi GP needs some additional information in order to safely prescribe your repeat medication. This may include your NHS Summary Care Record. Not all patients have a Summary Care Record and this is outside of the control of Livi. It can be useful for the GP to see a prescription or the box of the medication.

If a private prescription is issued based on the NHS Summary Care Record, then the patient must give permission for Livi to send a discharge summary of the consultation and private prescription to the patient’s registered NHS GP.

Patients using the pay-as-you-go service and who are not currently registered to a GP – e.g. because they are not permanent residents in the UK – may be able to get up to one month's supply of their usual medication if the GP feels that this is appropriate. 

No. Livi GPs do not currently prescribe medication that is subject to stricter controls (such as controlled drugs). Narcotic medications include benzodiazepines, sleeping tablets, pregabalin, gabapentin and strong opioids such as morphine and tramadol.

There are also certain medications that can be prescribed within our pay-as-you-go 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.

For patients eligible for the Livi NHS service:

In England, there is a standard charge per item on a prescription. Some patients are entitled to free prescriptions. You can find out if you are entitled to free prescriptions here. 

 For patients using the Livi pay-as-you-go service:

The cost of a pay-as-you-go prescription varies depending on the medication prescribed. You will therefore be charged the cost of the medication and a private dispensing fee – not the set NHS prescription charge. NHS  prescription charge exemptions do not apply.

You can collect your prescription directly from a pharmacy. For patients using our pay-as-you-go service, your GP will give you further instructions as to how to redeem your private prescription using a 13-digit-code.

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.

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.

In some areas, the GP will discuss where you would like to collect your prescription from. Your prescription can be sent to a pharmacy close to your home or a different location. In other areas, your prescription will be sent to your nominated pharmacy.

If you request a specific pharmacy which does not have the medication in stock, we will send the prescription to the pharmacy that is closest to the requested pharmacy. 

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.

For patients eligible for the Livi NHS service:

Yes, you can receive an NHS referral for secondary care through Livi. 

Information about the referral and details of who to contact will be sent to you in the Livi app after your consultation.

Please note, NHS referrals are processed between 9am and 6pm, Monday to Friday.

For patients using the Livi pay-as-you-go service:

You cannot get a referral back into NHS services if you are using the Livi pay-as-you-go 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. Please note, private referrals are processed between 9am and 6pm, Monday to Friday.

If you are using the NHS or pay-as-you-go service, you can receive a private referral for secondary care.

Your private referral 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.

Please note private referrals are processed between 9am and 6pm, Monday to Friday.

For patients eligible for the Livi NHS service:

If the GP believes you are in need of further primary care then where possible they will book you in for a physical GP appointment 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, out-of-hours GP or emergency department as appropriate

For patients using the Livi pay-as-you-go service: 

Unfortunately, we are unable to book patients in for a physical appointment at an NHS GP surgery. However, if you are in need of urgent care, you may be advised to go to your nearest urgent care centre or appropriate healthcare provider.

Please note, fit notes are not required for the first 7 calendar days of your illness and your Livi GPs will not issue them within this time frame. Instead, you should self-certify by completing a form from your employer or via the gov.uk website. GPs at Livi do not write private fit notes for longer than 14 days and they are unable to back-date the notes.

For patients eligible for the Livi NHS service:

A Livi GP will be able to write you a fit note if there is no requirement for a physical examination to issue the note. The GP will provide information on the fit note during the consultation.

For patients using the Livi pay-as-you-go service:

A Livi GP 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 as to whether they feel a private fit note is suitable.

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 email the fit note.

Please note fit notes are processed between 9 am and 6 pm Monday - Friday.

If you have any issues with obtaining your fit note please email Livi Support on support@livi.co.uk or call 020 3870 3029.

A summary of your contacts with Livi will be stored in the app for you to view. This simply contains the date of any contacts and reason. It does not contain the full medical notes. These remain held by your GP practice. You can find out more information about accessing your health record here.

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 electronic health record system by your NHS GP.

For patients using the Livi pay-as-you-go service:  

Your consultation meeting notes will be saved in our own medical record system, Meddbase. 

All meeting notes will be sent back to your registered GP. If you do not wish to share these notes with your NHS GP practice then please inform the Livi GP during your consultation. All children under the age of 18 must have their Livi meeting notes shared back with their registered NHS GP.

For patients eligible for the 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 Livi GP will then be able to read and write into your NHS record, in the same way your own GP can.

For patients using the Livi pay-as-you-go service:

The GP will have access to all Livi pay-as-you-go medical record notes from previous Livi consultations. The GP will not have access to your NHS medical record, but will have access to your summary care record if you have one.

1. Press the book now button on your Livi home screen.
2. If it’s your first time using Livi, you will be asked for some more personal details, to select your GP practice and to verify your identity. If you are not eligible for the free NHS service, you will be given the option to use the Livi pay-as-you-go service.
3. Click to confirm whether you are making the appointment for yourself, or for your child (if you are using the NHS service).
4. Use our symptom checker to add additional information about your symptoms.
5. Add photos if you wish.
6. Then select if you would like to see the next available GP or book an appointment any time in the next 3 days.
7. Complete and confirm your booking. By doing so you agree that you will be in a private, confidential and appropriate setting at the time of the appointment.

Your meeting is now booked! The GP will call you through the Livi app when it's time for your appointment.

If you need to cancel your appointment, you can do so in the Livi app. To do so, click into ‘Home’ in the app under ‘Upcoming Meetings’ click ‘Cancel’.

Sleeping disorders are one of the most common problems we help out with. There are lots of lifestyle changes that can help, that a doctor can go through with you.

The GP consultation is held via a video call. Download our Livi app from the App Store or Google Play to book an appointment today.

You can contact Livi if you suspect that you are depressed or have experienced symptoms of depression. 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 7 days of sick leave from the first day of illness). On some services, our clinicans can provide sick notes but these are unable to be backdated. Please note that the GPs do not prescribe medication classified as narcotics. 

You can seek help via Livi for a sore throat or a cough and the doctor can provide medical advice to you.

Livi GPs can give prescriptions for acute conditions. In some cases, we can also give emergency prescriptions for a repeat medication – only if the patient is already taking this medication and has run out completely. The patient will be redirected to their registered GP for the second script. 

Please Note: any antibiotics or other medicines that require samples for diagnosis cannot be prescribed through Livi.

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.

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.

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.

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.

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.

For some adults, antiviral treatment for chickenpox may be prescribed by Livi, but it is only effective if started early in the course of the disease.

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.

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. 

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
• Medication
• Reactions to different smells or flavours
• Infections
• Emotional stress
• Alcohol
• Pregnancy

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
• Confusion or drowsiness
• Inability to stand up
• Blood in your vomit
• Severe abdominal pain
• High fever (over 39.5°)
• Diarrhoea
• High heart rate and breathing difficulties
• Problems with passing urine in the last 18 hours

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

.

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. A mild urinary infection does not usually 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.

If you have up-to-date blood pressure, weight and height readings, a Livi GP is able to prescribe contraceptives if they deem it appropriate.

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.

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.

Treatment:

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.

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.

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.

You should keep your login information secure and not share it with anyone. Only use your own smartphone or tablet to use Livi, and do not access your account on any shared devices, for example a family tablet or company phone. Ensure you do not make a note of your login details on a shared device. 

All GP appointments should take place in a private place, never in a coffee shop, library or somewhere that’s open to the public. If it is difficult to find privacy, for example, you’re in the workplace longer than expected or you cannot find privacy away from others in the household, you can change your appointment within the app and book a time where you can find privacy.

You are only able to access the app using your device password, fingerprint or facial authentication (biometrics). If you do not have a password set on your device, you won't be able to use the Livi app.

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 would be the case in an ordinary visit to a doctor.

We will never send personal information through email, text messages, push notifications or in any other marketing. All medical and personal information is kept within the app and shared with the GP only through the secure inbox.

All data at Livi is heavily encrypted. Your identity is verified using Onfido and your GP's identity is verified using their NHS smartcard.

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 came into effect on 25 May 2018.  

Don’t worry, this does not affect your use of Livi's services - your account with Livi still works as usual! However, you do now 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 to ensure the continued 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 your 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 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 the 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 support@livi.co.uk 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 support@livi.co.uk. We will do our best to assist you with your query.

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.

Security is very important to us at Livi. 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 that looks like one, we would very much like to hear from you.

Contact us via email at support@livi.co.uk and let us know what you have found. Include as much detail as possible so that we can easily investigate the issue.

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 support@livi.co.uk.

We are very appreciative of any feedback.

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 Livi Support:

Email: Click Here

Phone number: 020 3870 3029

Livi Support is open: Monday - Friday 9am - 6pm; Saturday & Sunday 8am - 4pm

Livi's app is available on iOS (v.15.0 or later) and Android (v.8.0 or later).

You also need a valid photographic ID to register on the Livi app, as well as strong internet connectivity for the GP consultations.

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.

1. Verify that your operating system on your phone/tablet is supported by Livi's app.
   
   
2. Make sure you have a strong internet connection. If you are not using a wifi connection, make sure you have allowed the Livi app to use your mobile data (in Settings).
   
   
3. You can also try to update the Livi app via the App Store or Google Play, and restart the app.

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.

1. Verify that your operating system on your phone / tablet is supported by Livi's app.
   
   
2. 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).
   
   
3. 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: Monday - Friday 9am-6pm; Saturday - Sunday 8am - 4pm

CONTACT US

Livi Support Opening Hours:

Monday - Friday: 9am - 6pm

Saturday & Sunday: 8am - 4pm

Click here to contact our support team directly

Or you can contact us on the telephone via 020 3870 3029

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.