Information Security

Kry/Livi believes that use of new technology, such as AI is critical in order for us to continue meeting our patients’ expectations on quality and availability. Kry/Livi is using AI based technology to provide better tools for our staff aiming to decrease their administrative workload and to minimise waiting times.  

In the UK we use AI based technology to decrease the amount of time which staff spend on administrative work, so that they can have more time with the patient. When you have a consultation, we use AI to create a text file (a transcript) generated from the dialog between the clinician and the patient, which helps to facilitate a number of administrative tasks, including to remind clinicians of action items discussed with the patient and to propose summaries and notes. The gathered information is always reviewed by healthcare staff, who make all decisions impacting patients, such as diagnosis, prescriptions, referrals, type of treatment and similar. We have systems in place aiming to remove all directly identifiable information about the patient, which the transcript may contain, such as name, NHS number, phone number or address is removed from the transcript before it’s processed by the AI system. The transcript is stored in Kry’s system for a week after the consultation for quality assurance purposes. 

As with all technology used by Kry/Livi, we take a number of legal and security measures before starting to use AI based technology. This includes reviews of technology suppliers, instructions for systems, tests and risk assessments around security and medical quality. Following implementation of the system, it’s carefully monitored to ensure it meets expectations and standards on performance, availability and confidentiality, and to enable detection and resolution of problems.   

Suppliers of AI technology are not allowed to use patient information as required to deliver their system and cannot use it to train their or otherwise improve their systems, for marketing or for similar purposes. 

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.

You can read more about how Kry/Livi handles your information in our privacy notice.

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.