Question 1

What is Appointment Booking?

Accepted Answer

Appointment Booking does what it says! It provides you with immediate access to a virtual GP or clinical service that you can get all the answers you need when you need them. You can book a virtual appointment on a day and time that suits you.

Question 2

Why do I need Appointment Booking?

Accepted Answer

If you have a health concern and would like to make an appointment with a GP or other clinician on a day and time that suits you, so you don’t have to take time off work, this service will meet those needs.

The service is not a replacement for your own GP. You may still need to see your own GP or contact the emergency services if the virtual GP or clinician feels it is necessary.

Question 3

What are the benefits?

Accepted Answer

You can book a virtual appointment 24/7 via your Health Essentials account:
Clinical services include:
GPs
Advanced Nurse Practitioners
Physiotherapists
Mental Health Practitioners
Pharmacists
Services are typically available 24/7, 365
Private prescriptions available, where required
Referrals into other healthcare providers available, where required
Private fit (sick) notes available, where required

Question 4

When can I use Appointment Booking?

Accepted Answer

You can use Appointment Booking any time you want to speak to a clinician, whether it’s something that’s been bothering you for a while or a new medical issue. However, you must not use this service for emergencies or urgent conditions as this may delay necessary treatment.
If you believe that you are in an emergency or life-threatening situation you should contact your local Emergency Services immediately by dialling 999 or 112, especially if you:
Have severe difficulty with your breathing
Feel you are having a heart attack or stroke
Have severe chest pain
Have severe abdominal pain
Have severe bleeding
Are in an acute confused state and/or having fits which aren’t stopping
Are in suicidal distress

Question 5

How often can I book appointment?

Accepted Answer

You are welcome to book appointments as often as you need. There will never be any cost or penalty for using the service more frequently.

Question 6

How do I access Appointment Booking?

Accepted Answer

Appointment Booking is accessible through your Lime Health account. You can book your first appointment by clicking the ‘next’ button, which can be found within the Appointment Booking tile of your dashboard. Simply following the instructions to request your appointment on a day and time that suits you. Once you have booked your appointment, you will receive an email confirming the details of your booking.

Question 7

What will happen once I have booked my appointment?

Accepted Answer

You will receive a confirmation email of your appointment. If you do not receive this email, please contact us on contact@limehealth.uk
At the time of your appointment, ensure you are somewhere quiet and private for the GP consultation.

Question 8

How to prepare for your appointment?

Accepted Answer

Find somewhere quiet where you feel comfortable discussing your health and you won’t be disturbed, this could be at home or work. Make a note of the main points you want to discuss and any relevant details, for example:
How long you’ve felt like this
What makes you feel worse or better
Any medication you take
Don’t worry about taking notes, your clinician will write up a summary that you can view after the appointment, in your Appointment Booking inbox.

Question 9

What is the length of my appointment?

Accepted Answer

Your appointment is 10 minutes long and we would advise that you keep the number of conditions that you discuss in that time to a minimum. If you feel your appointment will take longer than 10 minutes we would advise booking an extra slot. The GP will advise in the call if they feel it is necessary that you book a further appointment.

Question 10

Can I change or cancel my appointment?

Accepted Answer

You can change or cancel your appointment up to 10 minutes before your consultation is due to start.

Question 11

Can my family use Appointment Booking?

Accepted Answer

At the moment only employees are included in the Lime Health membership can book appointments, however this is something that we hope to change in the near future. Watch this space.

Question 12

When is it best to have a face-to-face appointment with a doctor?

Accepted Answer

You’re welcome to book an appointment to speak to a GPs to ask about your health query to see if it can be sorted by a virtual consultation, but here’s a list of some circumstances where you’d need to see a doctor or nurse in person:
Vaccinations
Blood tests
Smear tests and other procedures
Baby check
Some physical examinations
Some medications, including controlled or otherwise restricted medicines.

Question 13

Can I cancel or opt out of Appointment Booking?

Accepted Answer

You can’t opt out of Appointment Booking) alone, but you can opt out of Lime Health services. However, you will then lose access to any Lime Health services and benefits. If you have any questions or concerns, please contact us on contact@limehealth.uk. You can change or cancel your appointment 24 hours before your consultation.

Question 14

Will using Appointment Booking cost me anything?

Accepted Answer

No, Appointment Booking will not cost you anything. Your employer has paid for your access to book healthcare appointments as part of your Lime Health membership up front. There is no excess for you to pay, nor any costs for you to cover.

Question 15

What’s the difference between the virtual GP and my GP?

Accepted Answer

The Health Essentials GPs are UK-based, GMC (General Medical Council) registered, and have an average 10 years professional experience. Therefore, in terms of being fully qualified GPs there is no difference between the virtual GP and your NHS GP.

Question 16

Should I use Appointment Booking or my NHS GP?

Accepted Answer

The service is not a replacement for your own GP. You may still need to see your own GP or contact the emergency services if the clinician feels it is necessary.

Question 17

I’m pregnant, can I use Appointment Booking?

Accepted Answer

In some cases, the telemedicine service may not be suitable to make a safe diagnosis and your clinician may signpost you back to your GP or maternity care provider to arrange a face-to-face visit and antenatal care.

Question 18

Can I get a prescription?

Accepted Answer

The GP can prescribe you the medications you need to get you healthy and keep you healthy. During your appointment, your clinician will assess if you need a prescription. If you do, they’ll issue one shortly after your appointment. You can then choose to collect your prescription or have it delivered.

Question 19

What can’t be prescribed?

Accepted Answer

Please be aware that some medications cannot be prescribed remotely, and the GP will advise you if they are unable to do so. The GP can’t prescribe controlled drugs and there are strict limits on high-risk medicines. The GP may refuse to prescribe to you if they think it’s not safe or legal to do so.

Question 20

How do I get my prescription?

Accepted Answer

Livi clinicians can only issue private prescriptions, so please be aware that State funding or exemptions do not apply, and any costs associated with fulfilment will be met by you. No charge will be made for issuing the private prescription, but in choosing to have it fulfilled, you will be entering a contract directly with the pharmacy.
The clinician will explain the options for filling your prescription at the end of your consultation, which will include:

Collecting your prescription
An electronic private prescription which can be dispensed at a pharmacy of your choice
Once your clinician has issued your prescription you will be sent an email or text containing a prescription token (unique code)
Take the prescription token to any UK pharmacy and the pharmacist will retrieve and dispense your prescription through clynxx.com.

Delivery of your prescription

Once your clinician has issued your prescription you will be sent an email or text containing a prescription token and a link to arrange delivery of your prescription.

Question 21

How do I get a Referral?

Accepted Answer

Should the GP feel, you would benefit from specialist assessment they can provide you with an open private referral letter. This is an open private referral, which means it can be presented to any private healthcare provider with the stated speciality. The referral is for private use only and may not be accepted for services provided by state funded healthcare. If you have private health insurance, speak to your insurer before you book your external appointment.

Question 22

What happens after my appointment?

Accepted Answer

After your appointment login to your Lime Health account where you can download your Private Referral, Medical Certificate or fit note recommended by the GP.

Frequently asked questions