Summary of report content
North Tyneside CCG asked Healthwatch North Tyneside to develop and deliver a survey on people’s views and experiences of using the Livi online GP service to see a GP. They heard from 1,224 people.
Most people who responded were generally very happy with the service and their experience of using it. Only 6.5% of respondents felt their experience of using Livi was worse than their usual experience at their GP surgery.
People’s views and experiences of Livi have been influenced by the Covid 19 pandemic. The way GP services were delivered changed significantly during the pandemic with greater use of remote (phone and video) appointments. The Livi service was launched during the pandemic and many people saw its introduction as a response to the pandemic, although it had been planned for months in advance.
The feedback indicates that people appreciated the Livi service for its convenience and their ability to choose when appointments take place. A significant driver for people to use Livi is the availability of appointments at their practice. People recognised that practices were under a lot of pressure due to Covid but were frustrated by waiting times – particularly for non-urgent appointments.
People liked the speed and convenience offered by the app, and not having to speak to a receptionist. Most people had their appointments on time, and they felt they had plenty of time during the appointment to raise their concerns.
A third of the respondents said their appointments took place outside traditional opening hours. Most were using Livi about non-urgent issues.
Most felt that Livi couldn’t be improved. Those that suggested improvements felt that they wanted a shorter waiting time and accurate information about a predicted waiting time.
The report concludes that potentially, the additional capacity a Livi type service could offer, could to be used to support people with non-urgent issues that could be dealt with via a video call and it could support users at A&E and urgent treatment centres.