Livi
1 Finsbury Market, London, EC2A 2BNPatient ratings and reviews
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Reviews
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Review titled Very Long Call Wait Time & Odd Process
Rated 2 stars out of 5
by Anonymous - Posted on 02 February 2023
I am a first-time user of Livi (via Vitality) & when their was an issue collecting my prescription. I had to call Livi Support because of an issue collecting my prescription (Note: Issue was Boots pharmacy's fault. They 'used up' a prescription code Livi issued, but did not physically dispense my prescription due to "not having the system set up" - but in doing so caused me not to be able to collect it from anywhere else.) When I called Livi Support (at ~6pm) it noted that the average wait time was 8 minutes, but in reality I was only connected to an agent after waiting for 1 hour. The agent explained that I needed to set up a new video appointment with a GP in order for new prescription code to be regenerated. This shocked me a little, that I had to have an appointment with a GP (and essentially waste a GPs time), just to have a code regenerated due to a pharmacy error. It feels like there should be a much better way for this do be resolved & I actually feel sorry for other patients who need a GP appointment that this slot takes. I had no issue with the agent I was connected to. They were able to explain this and set up the appointment (for the next day) very quickly - but I'm a bit disappointed at how long it took to connect to an agent, and how cumbersome the process seems.
Visited February 2023
Livi has not yet replied.
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Review titled Let me down
Rated 1 star out of 5
by Anonymous - Posted on 30 January 2023
After being unable to get an appointment with my Doctor, I installed the Livi app and booked an appointment. I received confirmation of the booking. 10 minutes before my appointment call was due to happen, I was notified on the app that it had been cancelled. This left me very upset and frustrated. No adequate reason was given. I ended up in a walk in clinic being diagnosed with a severe chest infection and very distressed. This service from Livi was a complete let down in my time of need. I would not use it again.
Visited January 2023
Livi has not yet replied.
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Review titled Waste of time and money
Rated 1 star out of 5
by Elena Westlake - Posted on 03 January 2023
My pre booked appointment was cancelled after 1.5 hrs wait without even a courtesy notice. Tried to get through to their customer services to no avail - was told 10 min wait, am still waiting an hour later. Dreadful
Visited January 2023
Review titled Livi
Replied on 24 January 2023
We sincerely apologise for the difficulties ensued while trying to contact Livi support. We completely agree that the current wait times are not acceptable. As demand for the Livi service grows, our operations team endeavour to continuously monitor the volumes of patient contact and support staffing levels to ensure that we have enough capacity to listen and respond to all our patients’ enquiries in a timely manner. We have recognised that we need some additional staff members and have started the process to bring more support staff on board. We are also improving our processes to make them more efficient, but I am sorry that this was not in place for you.
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Review titled Married 2 years ago
Rated 1 star out of 5
by Anonymous - Posted on 20 January 2023
Waited 2 days for appointment gp details of my married name changed two years ago Livi doctor refused to speak to me after a half hour late call as they still have my Livi account in my maiden name total waste of time had to call gp for appointment
Visited January 2023
Review titled Livi
Replied on 24 January 2023
Hi, thank you for taking the time to share your review. We're sorry to hear of your disappointment and frustration with Livi. We'd really like to look into this for you, please can you email our support team at support@livi.co.uk and member of our team will be in touch to help. Take care, Team Livi
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Review titled Awful service
Rated 1 star out of 5
by Anonymous - Posted on 12 January 2023
My appointment was cancelled 20 minutes after it was supposed to start with no reason given. I've attempted to call their support service to find out what's going on, but despite being told there was a 2 minute wait time I'm still waiting half an hour later. They should not be taking appointment bookings if they don't intend to honour them, and it should not then be impossible to contact anyone to resolve this.
Visited January 2023
Review titled Livi
Replied on 24 January 2023
Hi, thank you for taking the time to share your feedback. We're really sorry to hear your appointment was cancelled and we sincerely apologise for the difficulties ensued while trying to contact Livi support. We completely agree that the current wait times are not acceptable. As demand for the Livi service grows, our operations team endeavour to continuously monitor the volumes of patient contact and support staffing levels to ensure that we have enough capacity to listen and respond to all our patients’ enquiries in a timely manner. We have recognised that we need some additional staff members and have started the process to bring more support staff on board. We are also improving our processes to make them more efficient, but I am sorry that this was not in place for you.
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Review titled Gone from excellent to awful
Rated 1 star out of 5
by Anonymous - Posted on 13 January 2023
Recommended Livi to my husband having had a positive experience. His appointment was delayed so, by the time the doctor called we were in the car with a poor signal. She arranged a new call for 3pm, which was cancelled at 2.50. He has since spent 55 mins on hold trying to speak to their customer service. It’s hard enough to speak to a doctor without the virtual version going to pot as well. Literally patients are out of options, it’s no wonder A&E is clogged up
Visited January 2023
Review titled Livi
Replied on 24 January 2023
Hi, thank you for taking the time to share your feedback. We're really sorry to hear about your negative experience with the Livi service. We sincerely apologise for the difficulties ensued while trying to contact Livi support. We completely agree that the current wait times are not acceptable. As demand for the Livi service grows, our operations team endeavour to continuously monitor the volumes of patient contact and support staffing levels to ensure that we have enough capacity to listen and respond to all our patients’ enquiries in a timely manner. We have recognised that we need some additional staff members and have started the process to bring more support staff on board. We are also improving our processes to make them more efficient, but I am sorry that this was not in place for you.
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Review titled not great
Rated 2 stars out of 5
by Anonymous - Posted on 28 January 2023
i have done everything that was asked of me when using the app you send a code then it goes back to want me to go through the procedure again and there is nowhere to put in the code have tried several times
Visited January 2023
Livi has not yet replied.
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Review titled Should have read reviews first!
Rated 1 star out of 5
by Anonymous - Posted on 28 January 2023
Complete waste of time. I was on the app ready as it asks for an 11.30 appt. Nothing happened. Said sorry for the delay your appointment will start shortly…30 mins in and still nothing. I thought this would be the answer to not having to ring on the day for an appointment at my doctors for something I just need to talk through.
Visited January 2023
Livi has not yet replied.
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Review titled Dreadful
Rated 1 star out of 5
by Jennifer - Posted on 03 January 2023
I was offered an appointment today at 7pm. As a consequence I cancelled my plans. Received a message at 10 past 8 to say it’s been cancelled. Very unhappy
Visited January 2023
Review titled Livi
Replied on 24 January 2023
Hi, thank you for taking the time to share your feedback. We're really sorry to hear about this, please contact our support team at support@livi.co.uk and a member of our team will do their best to help you. Take care, Team Livi
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Review titled Poor service
Rated 1 star out of 5
by Anonymous - Posted on 17 January 2023
Could only get a video call at 9.40pm . 1 hrs before had a reminder . Then immediately after got a message saying my details were not correct . Considering this is 12hrs after making my appointment this would have been checked saving me waiting. I have checked all my details and they are correct?
Visited January 2023
Review titled Livi
Replied on 24 January 2023
Hi, thank you for taking the time to share your feedback. We're really sorry to hear about this, please contact our support team at support@livi.co.uk and a member of our team will do their best to help you. Take care, Team Livi