Views and experiences of the Livi GP App

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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.


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General details

Report title 
Views and experiences of the Livi GP App
Local Healthwatch 
Healthwatch North Tyneside
Date of publication 
Thursday, 21 October, 2021
Date evidence capture began 
Monday, 29 March, 2021
Date evidence capture finished 
Monday, 31 May, 2021
Key themes 
Booking appointments
Digitalisation of services
Quality of appointment
Service delivery organisation and staffing
Waiting time to be seen once arrived at appointment

Methodology and approach

Was the work undertaken at the request of another organisation? 
What type of organisation requested the work 
Primary research method used 
User stories
If an Enter and View methodology was applied, was the visit announced or unannounced? 

Details of health and care services included in the report

Primary care services 
GP practice

Details of people who shared their views

Number of people who shared their views 
Age group 
18-24 years
25-64 years
65-85 years
85 +
Asian / Asian British
Black/ African / Caribbean / Black British
Mixed / multiple ethnic groups
Other ethnic group
Sexual orientation 
Not known
Does the information include public's views? 
Does the information include carer's, friend's or relative's views? 
Not known
Does the information include staff's views? 
What was the main sentiment of the people who shared their views? 

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Does the information contain a response from a provider? 
Is there evidence of impact in the report? 
Is there evidence of impact external to the report? 
Not known
What type of impact was determined? 
Implied Impact

Network Impact
Relationships that exist locally, regionally, nationally have benefited from the work undertaken in the report
Implied Impact
Where it is implied that change may occur in the future as a result of Healthwatch work. This can be implied in a provider  response, press release or other source. Implied impact can become tangible impact once change has occurred.
Tangible Impact
There is evidence of change that can be directly attributed to Healthwatch work undertaken in the report.