About Livi

  • 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 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.

      

  • Opening hours

    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 – 10pm

    Saturday & Sunday: 8am – 4pm

  • Who are the doctors that work at Livi?

    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.

  • Which NHS GP practices does Livi work with?

    You can see a list of all the NHS GP practices we are currently partnered with here.

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

  • How long is the waiting time at Livi?

    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.

Using the Livi app

  • How do I sign up on the Livi app?
    1. 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.
    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.
  • How do I register myself on the Livi app?

    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 £29 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 License
    • National ID Card
    • Residence Permit
    If you require any assistance with your verification, please contact our Livi Support team on 020 3870 3029.
     
  • How do I sign in on the Livi app?
    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.
  • How do I sign out of the Livi app?
    1. Click on 'My profile' at the bottom right of the Livi app.
    2. Click on Settings and then ‘Sign out’.
  • Why do I need to do an identity check?

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

  • How do I verify my child's identity?

    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.

When can Livi be used?

  • Can I book an appointment on behalf of my child?

    If you are using the NHS service, you can book an appointment for your child if they are between the ages of 2 and 16 years old.

    You cannot currently book an appointment for your child if you are using the pay-as-you-go service. 

    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.

     

  • Can I use my account for my spouse / partner?

    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.

  • Can I see a Livi GP abroad?

    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.

  • 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 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.

     

Cost & Payment

  • How do I pay for my Livi pay-as-you-go appointment?

    A pay-as-you-go GP appointment currently costs £29, 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.

  • 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 partner NHS GP practices, your Livi GP appointment will be free of charge. This includes patients using the NHS service within Livi stores.

    The Livi pay-as-you-go service allows you to book a GP appointment for £29. 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. 

  • I have a question about a refund for the Livi pay-as-you-go service

    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 by email: support@livi.co.uk.

     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).