Question 1

Why has eMed chosen to partner with Livi?

Accepted Answer

eMed has partnered with Livi to ensure you continue to receive convenient, high-quality care tailored to busy modern lives. With increasing pressures on healthcare and a surge in patient demand, this collaboration will provide appointments and alleviate the strain on the system and improve access to care. Together, we’re driving innovation in healthcare delivery and empowering more patients to access the support they need and deserve, when and where they need it.

Question 2

Can I still use the eMed app?

Accepted Answer

The service will launch on January 21st 2025. This means, effective from this date, you will no longer have access to the eMed app to make new appointments and will need to download and use the Livi app to book further appointments.

To get started, [simply download the Livi app](https://www.livi.co.uk/download/) and follow the quick registration process.

Follow the simple steps to get registered and gain access to secure video consultations with Livi’s healthcare team whenever you need it.

You can still access your prior health data on the eMed app.

Question 3

How do I use the Livi app?

Accepted Answer

With Livi, you can see a registered healthcare professional in minutes by video from your mobile phone or tablet. Livi healthcare professionals can offer medical advice for any symptoms that do not require a physical examination. Livi covers a range of symptoms and long-term conditions.

To speak to a doctor through your phone, [simply download the Livi app from the App Store or Google Play](https://www.livi.co.uk/download/), sign up and follow the steps. When Livi asks if you have a code, enter your unique membership code in an email sent from eMed. Alternatively, you can speak to your HR officer or insurer for more details and to obtain the correct membership code.

Once you have done this, you can then choose to see the next available doctor or book a specific time in the next three days.

You’ll be asked to fill out a symptom form and can attach photos to help the Livi healthcare professional diagnose your condition. The healthcare professional can then advise whether you need any medicine or further care.

Once you’ve booked your appointment, you will be able to see details of your upcoming appointment in the app homepage. Alternatively you can find the details in an email sent to your registered email address.

Question 4

On the day of the appointment, what do I need to do?

Accepted Answer

Livi will send you an appointment reminder shortly before the healthcare professional calls you. Please ensure that you have notifications enabled in your device settings.

Make sure you find somewhere comfortable and quiet for you to speak to your healthcare professional. A stable internet connection is also essential so you can speak to your healthcare professional and it’s always good to have your mobile battery fully charged.

The healthcare professional will call you through the Livi app when it’s time for your appointment.

If you require assistance with your ID verification or appointment booking please email the Livi support team or call us on 0203 870 3029.

Question 5

How quickly can I speak to a healthcare professional through the Livi app?

Accepted Answer

Once you’ve made an appointment through your Livi app, we aim to put you in touch with a Livi healthcare professional  as soon as possible. You can choose a time and date that suits you and your schedule, or you can join the “drop-in” queue. Waiting times can vary throughout the day but does not usually exceed an hour.

Question 6

I’m having technical problems with the download, can I speak to someone?

Accepted Answer

If you cannot log in to your Livi app or the app doesn't seem to work as it should, there are a few things you can try yourself:

- Verify/check that your mobile device (iOS or android) on your phone / tablet is supported by Livi's app in your settings;

- Make sure you have a strong internet connection. Also, if you are not using a wifi connection, make sure you have enabled the Livi app in Settings by switching the toggle to green/active; or

- You can also try to update the Livi app via the App Store or Google Play, and restart the app.

If the problem persists, please contact [Livi Support](https://support.livi.co.uk/hc/en-us/requests/new) for further assistance.

Question 7

How will my data/privacy be managed during the transfer of services?

Accepted Answer

eMed will only share limited data with Livi for the purposes of ensuring that you are eligible for using the Livi service.  eMed will not share any of your medical data with Livi and it will continue to hold that medical data securely and in line with its data privacy obligations.

After you have downloaded the Livi app, you will be invited to read and agree to the terms and conditions and privacy notice. From this point onwards, Livi will be your data controller and will hold any data that you share securely and in line with its compliance obligations.

Question 8

Can I discuss any medical problem with a Livi healthcare professional?

Accepted Answer

Livi online appointments are not suitable for emergencies. If you have symptoms that may indicate a serious and urgent health problem, then please contact emergency services.

Livi healthcare professionals can however treat a wide range of medical conditions such as infections, skin issues, stomach problems, mental health concerns, women’s health needs, children’s illnesses, and provide prescriptions, medication advice, sick notes and referral letters. However, due to the remote nature of the service, certain situations may require in-person care. For example, a Livi appointment may not be appropriate if you:

- have a symptom or condition that needs a physical examination (e.g. you need to have your chest listened to or ear examined);

- are in need of controlled drugs, like those containing pregabalin (Lyrica) or gabapentin (Neurontin) – these are not prescribed by Livi Clinicians;

- may need treatment that involves long-term and regular medical contact;

- have symptoms like chest pain or breathing difficulties which may be suggestive of an emergency medical condition.

Question 9

What are the opening hours to see a Livi healthcare professional?

Accepted Answer

You can see a Livi healthcare professional seven days a week. Appointment times may vary depending on your location. All our times and availability can be seen in the app and made available to you when you start to book an appointment.

Question 10

Can I use the Livi app abroad?

Accepted Answer

Yes, if you are abroad, our healthcare professionals can provide advice and issue prescriptions or referrals that you can use upon your return to the UK, provided it is clinically appropriate to wait until then.

Question 11

If I miss my appointment, what can I do?

Accepted Answer

If you miss your appointment, you will be notified via a message in your Livi app inbox to let you know the date and time of the missed appointment. You can then book a new appointment. To do this, you will need to rebook via through the app. Press the 'Book now' button on your Livi home screen and follow the prompts to schedule a new consultation at a convenient time.

If you encounter any issues while rebooking, cancelling or rescheduling your appointment, or if you have concerns about missing your appointment, you can reach out to [Livi Support](https://support.livi.co.uk/hc/en-us/requests/new) for assistance. They can provide guidance and help resolve any problems related to your appointment.

Question 12

Is my family covered as part of this service?

Accepted Answer

Family cover is based on your current organisation or provider’s existing agreement with eMed. If your family is covered on the eMed app, you can continue to use the Livi app and book your appointments. Please check with your HR representative, or insurer, if you are unsure as to whether your family is covered.

Introducing Livi

On-demand healthcare appointments

What Livi can offer you

How to use the Livi app

Download the Livi app

Activate your membership

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Answer questions

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