The UK's First 'Outstanding' Digital Healthcare Provider
Livi, which acquired MJog last autumn, has been recognised for delivering an overall Outstanding quality of care by the CQC, in its first ever inspection. This is a landmark achievement for digital healthcare, as Livi becomes the first provider to receive an Outstanding rating.
Livi enables patients to see GPs and other healthcare professionals by video through their smartphone or tablet device seven days a week. Together with MJog, Livi is focussed on supporting practices, in a patient-first way, to manage efficient and effective access to care through a range of channels. By becoming the first digital healthcare provider to be rated Outstanding, Livi has demonstrated that our shared vision of giving GPs the tools they need to deliver flexible care, in a seamless way for patients, can help to provide better access to healthcare for everyone, while maintaining the highest standards of patient safety.
During the inspection, the CQC asked and rated Livi on the following key lines of enquiry:
Are services safe? - Good
Are services effective? - Good
Are services caring? - Good
Are services responsive? - Outstanding
Are services well-led? - Outstanding
"Open and transparent"
The CQC inspection report highlighted Livi's 'open and transparent' culture, and its 'Outstanding practice' for recognising the importance of a happy and healthy workforce.
During the COVID-19 pandemic, Livi implemented a comprehensive range of wellness benefits for staff to maintain their physical and mental wellbeing. The impact that this initiative had on GPs was reflected it in its 2021 staff survey:
86% of Livi GPs who said it took positive action on health and wellbeing
82% of GPs said they would recommend Livi as a place to work
77% of GPs working with Livi said they often or always looked forward to work
According to NHS Digital, one of the biggest barriers to digital inclusion is the lack of confidence and knowledge to use digital tools among healthcare professionals. But, as reflected in the CQC report, Livi recognises the importance of training GPs to do digital well. GPs told the CQC that they received excellent support if there were any technical issues or clinical queries and could access policies.
"Flexible appointments to meet the needs of their patients"
Making healthcare easier for patients, practices and clinicians is at the heart of both Livi and MJog. Livi's collaborative work with its partners to ensure that its flexible service works best for them and their patients, is reflected in the CQC inspection report where Livi's 'Outstanding' ability to respond to and meet patients' needs is highlighted.
The inspection found high levels of satisfaction among Livi patients when they were asked to send direct feedback to the CQC; a testament to Livi's trusted digital care, which is available for free through the NHS for patients of its partner GP practices.
"Consistently sought ways to improve"
The CQC has commended how Livi consistently seeks ways to improve. The inspection report highlights how all of its staff are involved in discussions about how to run and develop its service, and are encouraged to identify opportunities to improve delivery.
As Livi and MJog come together, we will continue to work towards our joint goal of improving the UK's health by supporting practices, one patient at a time, while maintaining an Outstanding reputation.
Livi's work with NHS England was also commended when it was asked to establish and implement the NHS National Covid Home Monitoring Service (CHMS) in just 30 hours after being appointed. This helped to support demand on some GP practices by allowing hundreds of patients 24 hour access to care, seven days a week, without the risk of exposing others to COVID-19.