Medical Advice

  • 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.

     

Prescriptions

  • Can I obtain an acute prescription through LIVI?

    For patients eligible for the LIVI NHS service:

    As during any other physical GP appointment, your GP will evaluate your condition and assess what the best treatment is for you. If your GP believes that you are in need of medication they will write you an NHS prescription.

    For patients who are using the LIVI private service:

    As during any other physical GP appointment, your GP will evaluate your condition and assess what the best treatment is for you If your GP believes that you are in need of medication they will write you a private prescription.

    GP's at LIVI cannot prescribe medication that is classified as narcotic medication.

    Please note that certain items can be prescribed within our private service, but not within our NHS service since they are not permitted under NHS prescribing limitations. Examples of this include:

    • Creams for male pattern baldness.
    • Self-limiting conditions

    You can find more information about NHS prescribing guidelines here

     

    This does not prevent our LIVI GPs discussing these treatments, and advising you of where you can go to obtain them.

  • Can I obtain a repeat prescription through LIVI?

    In general, LIVI do not issue repeat prescriptions. However in an emergency, LIVI are able to issue an emergency supply for a maximum of 7 days.

    Patients using the private service who are not currently registered to a GP, for example are not permanent residents in the UK, can get up to one month's supply of a repeat prescription.

  • Where can I pick up my prescription?

    If you are a patient registered with one of our partner surgeries in the North West of England:

    The GP will ask you during the consultation which specific pharmacy you would like to collect your prescription from and the pharmacy you select will become your nominated pharmacy. Please note that we are only currently able to send prescriptions to pharmacies in England. You will only be able to pick up your prescription from your nominated pharmacy.

     

    If you are a patient registered with one of our partner surgeries in Surrey or a patient using the LIVI private service:

    The GP will ask you during the consultation if you would like to collect your prescription from a pharmacy near your home or a pharmacy in a different location.

    When the prescription is ready for collection, you will receive a message to your LIVI inbox in the app detailing which pharmacy you can collect your prescription from. You will only be able to pick up your prescription from the pharmacy specified in the message.

    If you would like to collect your prescription from one specific pharmacy, we will contact that pharmacy directly to see if they can process the prescription. Please note, the requested pharmacy may not be able to process the prescription that same day. Therefore it may take up to 48 hours for your prescription to be ready.

  • How much will my prescription cost me?

    For patients eligible for 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.

     

    For patients who are using the LIVI private service:

    The cost of a private prescription varies depending on the item. You will therefore be charged for the cost of the medication and not the set NHS prescription charge.

Referrals

  • Can I receive an NHS referral for secondary care through LIVI?

    For patients eligible for the LIVI NHS service:

    Yes. If your GP believes that you are in need of further secondary care they will refer you to see an NHS specialist.

    You will receive a message to your inbox in the LIVI app confirming the referral following the consultation and detailing further instructions.

    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 the North West of England:

    If your GP believes that you are in need of further primary care then they will refer you for a physical GP appointment at your local NHS GP surgery.

    Following your consultation, you will receive information about the referral to your inbox in the LIVI app.

    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.

Sick notes

  • 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.

My medical record

  • 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.