Frequently asked questions

Download the Livia Health app from Google Play or the App Store, create an account, choose a doctor by specialty, pick a time slot and start your consultation by video or chat.

You can book a slot in advance or request the next available doctor. Waiting times depend on how many doctors are online at that moment.

Common illnesses, minor injuries, skin problems, mental health, family planning, chronic conditions such as diabetes and high blood pressure, follow-ups, test result reviews and general health advice.

Go to the nearest emergency department for chest pain, difficulty breathing, severe bleeding, fainting, convulsions, stroke signs such as a drooping face or weak arm, severe injury, or if a child is floppy, unresponsive or cannot keep fluids down. Online consultation is not for emergencies.

Yes. Every doctor on Livia MD is a qualified practitioner whose registration is verified before they can consult on the platform.

A typical consultation runs about as long as a clinic visit — long enough for the doctor to take your history, ask questions and agree a plan. Complex cases take longer.

Yes. You can browse doctors by specialty, see their profile and ratings, and pick the one you want. You can also return to the same doctor for follow-ups.

Yes. You can consult for a dependant from your account. Have the person present if possible, and know their age, symptoms, medicines and allergies.

A list of your symptoms and when they started, any medicines you take, known allergies, recent test results, and somewhere quiet with a decent network connection.

Choose video when the doctor may need to look at something, such as a rash, a wound or how a child is breathing. Chat is fine for follow-ups, results and simple questions, and uses much less data.

If the doctor assesses that you need time off, they can issue a certificate after the consultation. It is the doctor's clinical decision, not something that can be requested in advance.

Yes. If your condition needs in-person care or a specialist, the doctor will refer you and explain what to do next.

A doctor can order tests where they are clinically needed. You then visit a partner facility for the sample or scan, and the results come back to your record.

Results appear in your health record in the app once the lab has released them. Your doctor can go through them with you in a follow-up consultation.

Yes. Book a follow-up with the same doctor to review how you are doing, discuss results or adjust treatment.

Contact support and explain what happened. Complaints about clinical care are reviewed seriously, and you can ask to see a different doctor.

Yes. You can consult about stress, anxiety, low mood, sleep problems and related concerns, and be referred for ongoing support where that is appropriate.

Yes. Consultations work anywhere in Kenya with a data connection. Medicine delivery coverage depends on partner pharmacies in your area.

The service is built for care in Kenya, and prescriptions are issued for Kenyan pharmacies. If you are abroad, use local medical services for anything urgent.

Yes. Employers can offer Livia consultations and wellness services to staff. Contact us through the website and the team will take you through the options.

Yes. If the doctor decides you need medication, they issue a digital prescription that is sent to a partner pharmacy of your choice for pick-up or delivery.

After your prescription is issued, choose a partner pharmacy. The pharmacy prepares your medication and delivers it to your home or office. Delivery times depend on your location.

Delivery charges are set by the pharmacy and shown before you confirm. Charges vary with distance.

Yes. Choose pick-up and collect from the partner pharmacy once they confirm the prescription is ready.

You can choose from the partner pharmacies on the platform. If your usual pharmacy is not listed, tell them about Livia Chemist — joining is free for pharmacies.

The pharmacy will tell you and you can pick another partner pharmacy, or ask the doctor whether a suitable alternative is appropriate.

Often yes. Generics contain the same active ingredient and are usually cheaper. Ask the doctor or pharmacist whether a generic is suitable for you.

Yes. Book a consultation for a review; if everything is stable the doctor can issue a repeat. Regular reviews matter for long-term medicines.

Only when they are clinically needed. Antibiotics do not work on viral illnesses such as colds and flu, and taking them unnecessarily causes resistance. The doctor will explain their decision.

No. Medicines that are controlled under Kenyan law cannot be prescribed or dispensed through an online consultation. The doctor will advise you where to be seen in person.

Partner pharmacies are licensed premises that source stock through legitimate channels, and prescriptions are dispensed against the doctor's digital order.

Stop taking it and seek medical help. For swelling of the face or tongue, difficulty breathing or a widespread rash, go to the nearest emergency department immediately.

Keep them in their original packaging, out of direct sunlight and away from heat and damp, and out of reach of children. Some medicines need refrigeration — the label will say.

Do not take it and do not pass it to someone else. Return it to a pharmacy for safe disposal.

Prescription-only medicines always need a prescription. For over-the-counter items, speak to a pharmacist about what is appropriate.

Fees vary by specialty and doctor. You always see the price before you confirm a booking, and many insurance plans cover Livia consultations.

You can pay by M-Pesa or card in the app, or use your insurance cover where the plan includes Livia consultations.

Yes. M-Pesa is supported for consultations and for medicine paid through partner pharmacies.

You pay when you confirm the booking. Medicines and delivery are charged separately by the pharmacy.

Yes. A receipt is issued for each payment and is available in the app.

If a consultation does not take place — for example the doctor cannot join — contact support and the payment will be reviewed for a refund.

Keep the M-Pesa or bank message and contact support with the transaction code. Payments that do not reach us are traced and reversed.

Yes, from the app. Cancel as early as you can so the slot can go to another patient.

Creating an account is free. You pay for the consultations and medicines you use, unless your employer or insurer covers them.

Cancellation terms are shown when you book. Cancel early and you will not be penalised.

Yes. A family member or employer can pay, or your insurance can cover it where the plan allows.

Any difference in fees is shown before you confirm, so you always see what you will pay.

Livia Health works with several Kenyan insurers and medical schemes. The insurance page lists current partners, and your insurer can confirm whether your plan covers Livia consultations.

Link your cover in the app before you book. Where your plan includes Livia, eligible consultations are billed to the insurer instead of to you.

It means the approved cost goes straight to your insurer, so you do not pay at the point of care. Anything outside your benefit is still yours to pay.

Yes. You pay for the consultation and can claim it back from your insurer if your plan allows. Ask your insurer what they need on the receipt.

That depends on your plan and its formulary. The pharmacy checks cover before dispensing and tells you if something is not included.

Usually because the benefit is exhausted, the item is outside the plan, or membership details do not match. The reason is shown, and your insurer can explain further.

Public scheme coverage changes as national policy changes. Ask our team or your scheme what is covered at the moment before you rely on it.

Scheme rules decide who can be added. Your HR team or scheme administrator can confirm the dependants your plan allows.

Yes. Livia works with insurers on pharmacy benefit management, including formulary checks and claim validation. See the insurance page or contact the team.

Check with your insurer or scheme administrator. The app also shows whether a consultation will be billed to your cover or to you.

Apply through the Livia MD page. You will be asked for your practising licence and registration details, which are verified before your account goes live.

Your registration and practising licence details, identification, qualifications and bank or mobile money details for payouts.

Ask the team for current commercial terms when you apply, so you have them in writing before you start.

Earnings from consultations are tracked in your dashboard and paid out to the account you register.

Yes. You publish the hours you are available and patients book your open slots. You can change your schedule as you need.

Yes. Many doctors consult on Livia around existing commitments, which is why you control your own availability.

Speed RX is the e-prescribing tool in Livia MD. You issue a prescription digitally and it goes straight to the pharmacy the patient chooses.

Yes. Consultation notes and prescriptions attach to the patient record so you and the patient have continuity at follow-up.

A reliable internet connection, a device with a camera and microphone, and a private space where consultations cannot be overheard.

You are. Livia provides the platform; the consulting doctor remains professionally responsible for their clinical judgement and must work within their scope of practice.

Yes. Keep your own professional indemnity in force, as you would for any practice.

Yes, and you should whenever a condition needs physical examination, investigation or emergency care. Referral is part of the consultation flow.

Patients can rate consultations. Ratings appear on your profile and help patients choose a doctor.

Yes. Set the languages you speak on your profile so patients can choose a doctor they are comfortable with.

Apply through the Livia Chemist page. Your premises registration and superintendent details are checked before you start receiving prescriptions.

Livia Chemist connects your pharmacy to patients and e-prescriptions. Livia PIMS is the management system that runs the business — point of sale, stock, claims and eTIMS invoicing.

Point of sale, inventory with batch and expiry tracking, e-prescriptions, M-Pesa payments, insurance claims and KRA eTIMS invoicing, across one or many branches.

Yes. Invoicing is built in so sales are recorded the way KRA requires.

Yes. Multiple outlets run under one dashboard, with stock and sales visible per branch.

Ask the team about offline behaviour for your setup before you commit, so you know exactly what happens during an outage.

Yes, that is part of setting up. The team will take you through moving your product list and opening stock across.

Claims are checked against the insurer formulary before submission, which reduces rejections, and you can track their status.

E-prescriptions arrive in your queue when a patient selects your pharmacy. You confirm, dispense and arrange pick-up or delivery.

Yes. Training is part of onboarding, and the team can arrange refresher sessions when you take on new staff.

Contact support by phone, WhatsApp or email during support hours. Urgent issues affecting dispensing are prioritised.

Pricing depends on the size of your pharmacy and the number of branches. Request a demo and the team will give you a quote.

Tell the team what you have when you request a demo; they will confirm what works with your existing hardware.

A cloud hospital management information system for Kenyan hospitals and clinics: patient records, outpatient and inpatient care, laboratory, imaging, pharmacy, billing and insurance claims in one connected system.

Reception and registration, outpatient and inpatient, theatre, laboratory, imaging, pharmacy and stores, billing, and management reporting.

Yes. Facilities take the modules they need and add more as they grow, so a small clinic is not paying for a full hospital deployment.

Yes. Claims are prepared from what was actually recorded as delivered, validated before submission and tracked through to payment.

Yes. Cash, mobile money and insurer billing all run through the same billing module.

It is a cloud system, so there is no server to buy or maintain and staff can reach it from any approved device.

This matters in Kenyan facilities, so raise it directly with the team during your demo and get the answer for your setup in writing.

Data migration is part of implementation. The team reviews what you hold and plans the move with you.

It depends on the size of the facility, the modules you take and how much data moves across. The team gives you a timeline after the scoping call.

Access is controlled by role so staff see only what their job requires, actions are logged, and the system is operated in line with the Data Protection Act, 2019.

Where a patient is shared across services and has consented, information follows the patient. Your implementation team will configure what is shared.

Activity, revenue, claims, stock and departmental performance reporting, so management can see what is happening without waiting for manual returns.

Fill in the demo form on the Livia HMIS page with your facility details and the team will arrange a walkthrough.

From Google Play for Android and the App Store for iPhone. Links are on this website.

The app is the main way patients use Livia. Use the links on this site to install it.

Open the app, choose sign up, and register with your phone number or email. You confirm your number before your account is active.

Check your network signal, wait a moment and request the code again. If it still does not arrive, confirm the number is correct and contact support.

Use the forgotten password link on the sign-in screen and follow the reset sent to your registered phone or email.

Update to the latest version, restart the device and check you have free storage. If it continues, contact support and say which phone and version you use.

This is usually network related. Move closer to your router, switch between mobile data and Wi-Fi, close other apps, or switch to chat.

Video uses noticeably more data than chat. On a limited bundle, chat is the lighter option.

Sign in with the same account. For your own security, sign out of devices you no longer use.

Update your number in your profile, or contact support if you can no longer access the old number.

Contact support and ask for deletion. Some records must be kept for the period the law requires for medical records — the Privacy Policy explains this.

Recent Android and iPhone versions. Very old devices may not be supported — keeping your phone updated gives the best experience.

Yes. Livia Health encrypts data in transit and at rest and complies with Kenya's Data Protection Act, 2019. Your information is only shared as described in our Privacy Policy.

You, and the clinicians involved in your care. Staff access is limited by role and access is logged.

No. Where an employer funds care they may receive billing or anonymised reporting, but not your clinical details.

Livia Health is registered with the Office of the Data Protection Commissioner as both a data controller and a data processor. The registration pages on this site give the details.

The details you give when registering, the clinical information recorded during care, and technical information needed to run the service. The Privacy Policy lists it in full.

Yes. You have the right to access your personal data. Contact the Data Protection Officer using the address on the Data Protection page.

You can ask. Medical records must be kept for a minimum period under Kenyan law, so some information cannot be deleted immediately — the Privacy Policy explains what applies.

Only as set out in the Privacy Policy — for example with the pharmacy dispensing your prescription or the insurer paying for your care. Your data is not sold.

Where data is held and what safeguards apply to any transfer is set out in the Privacy Policy and the Data Protection page.

Contact the Data Protection Officer at the address on the Data Protection page. You can also complain to the Office of the Data Protection Commissioner.

Clinical notes are recorded as part of your medical record. If anything else would be recorded you would be told and asked first.

Chest pain, difficulty breathing, severe bleeding, fainting, convulsions, a sudden drooping face or weak arm, confusion, a stiff neck with fever, or a baby who is floppy, unresponsive or not feeding. Go to the nearest emergency department — do not wait for an online consultation.

Fever, chills, headache, body aches and tiredness can all point to malaria, but they also fit other illnesses. A test is the only way to know, and treatment should follow a positive test.

Around 120/80 mmHg is commonly used as a healthy reference. A single high reading does not mean you have hypertension — it needs repeat readings and a doctor's assessment.

Being very thirsty, passing urine often, losing weight without trying, tiredness and slow-healing wounds can be signs. Diagnosis needs a blood test, so see a doctor if this sounds like you.

It depends on your age, family history and existing conditions. A doctor can tell you which checks make sense for you and how often.

Get medical help if a child under three months has any fever, or if a child is floppy, unusually sleepy, having trouble breathing, has a rash that does not fade when pressed, is not keeping fluids down, or the fever lasts more than a few days.

The main risk is dehydration. Give oral rehydration solution and keep feeding. Seek help urgently if there is blood in the stool, repeated vomiting, sunken eyes, no urine, or the child is very drowsy.

No. Colds and flu are viral, and antibiotics do not work on viruses. Rest, fluids and simple pain relief help. See a doctor if you get worse or symptoms drag on.

Enough that you are not thirsty and your urine stays pale. You need more in hot weather, when exercising, or when you have a fever.

Mild cramps around a period are common. Pain that stops you working or studying, keeps getting worse, or comes with very heavy bleeding is worth discussing with a doctor.

Several, including pills, injections, implants, intrauterine devices, condoms and permanent methods. Which suits you depends on your health and plans — a consultation can take you through them.

Sleep, routine, movement, and talking to someone you trust all help. If low mood, anxiety or sleep problems last more than a couple of weeks or affect daily life, speak to a doctor.

Plasters and sterile dressings, a bandage, antiseptic, gloves, scissors, a thermometer, oral rehydration salts and simple pain relief. Check the contents and expiry dates regularly.

No. This assistant shares general health information only. It cannot examine you, it does not know your history, and it cannot diagnose or prescribe. Book a consultation with a doctor for advice about your own health.