Livi UK

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

We found that the service was providing responsive services because: • The provider organised and delivered services to meet patients' needs. It took account of patient needs and preferences. • Patients were able to access care and treatment from the service within an appropriate timescale for their needs. • The service took complaints and other patient feedback seriously and responded to them appropriately to improve the quality of care.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Service users giving feedback were offered options for treatment.

Staff and leaders at the service told us that the service was committed to providing both care and redirection to other services that best met patients’ needs. They told us that they would involve patients in decisions about which services they wished to utilise.

Staff and leaders at the service told us that they understood the needs of its patients and tailored services in response to those needs. They detailed processes by which care information was shared both with patients’ own GP, and services to who patients were referred. The service provided NHS care in geographical areas were there had traditionally been significant delay in patients being seen by a clinician. They provided evidence that in these areas, wait times had been reduced significantly.

The service’s partner organisations reported that they were satisfied with the way in which the service provided care with integrity and continuity.

The provider understood the needs of its population and tailored services in response to those needs.

Service users who provided feedback did not comment on this.

Staff and leaders who we spoke to told us that they would provide patients with information about both their condition or their care pathway where relevant. Where patient's needs could not be met by the service, staff redirected them to the appropriate service for their needs.

The services had processes in place to both ensure that staff had the training and guidance that they needed to provide good care, and to ensure that this was monitored with shared learning.

Service users providing feedback mentioned that clinicians listened to them and involved them in decisions.

Leaders told us that patient satisfaction was fundamental to the development of the service, and they provided examples of how complaints had fed into service development. Staff were aware that they would need to involve patients in decisions relating to their care, particularly if they were being referred to another service.

The service had developed a framework to develop systems of feedback that were accessible to all patient groups, that would lead to service development moving forward.

Service users did not comment on this aspect of the service.

Leaders at the service told us that they were actively engaging with their partner organisations to ensure that all patients to whom their service was being offered could access it. This included support with IT based applications used by the service.

The service provided by the provider was primarily telephone and digital face-to-face consultations with patients. There were processes in place to ensure that all patients could access the service.

Service users giving feedback did not comment on this aspect of the service.

Leaders at the service told us that the service provided was available to all, and they had developed the service to ensure all patient groups had similar experiences and outcomes. This included support for patients who were less familiar with using digital services.

The service had developed a framework to develop systems to ensure equity in experience and outcome.

Service users did not comment on this aspect of the service.

We did not find any concerns about the organisation’s plans for the future.

We did not find any concerns about the organisation’s plans for the future.