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 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.

Prescription Collection

  • 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.

Prescription Delivery

  • 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.

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Referrals

  • 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.

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.