We carried out an announced comprehensive inspection at LiveSmart Headquarters Office on 5 September 2018, as part of our inspection programme. This service had not been inspected previously.

LiveSmart U.K. Ltd offers online health assessments and provides healthcare plans to people aged over-18 years. The health assessment reports and healthcare plans are produced following a review of laboratory tests of blood samples and of service users’ completed health and lifestyle questionnaires. The reviews are conducted either by a doctor or a dietitiandietitian. The service provides a series of monthly telephone health coaching sessions for either three or six months by a dietician. The service does not include prescribing or dispensing any medicines or supplements and does not provide diagnoses of health conditions, other than in relation to Vitamin D deficiency. Details are available on the provider’s website - www.getlivesmart.com

Our findings in relation to the key questions were as follows:

Are services safe? – we found the service was providing a safe service in accordance with the relevant regulations. Specifically:

• Arrangements were in place to safeguard people, including arrangements to check service users’ identity.
• Suitable numbers of staff were employed and appropriately recruited.
• Risks were assessed and action taken to mitigate any risks identified.

Are services effective? - we found the service was providing an effective service in accordance with the relevant regulations. Specifically:

• With service users’ consent, information was appropriately shared with their own GP in line with GMC guidance.
• Quality improvement activity, including clinical audit, took place.
• Staff received the appropriate training to carry out their role.

Are services caring? – we found the service was providing a caring service in accordance with the relevant regulations. Specifically:

• The provider carried out checks to ensure reviews and consultations met the expected service standards.
• Feedback reflected that service users were treated with dignity and respect.

Are services responsive? - we found the service was providing a responsive service in accordance with the relevant regulations. Specifically:

• Information about how to access the service was clear and the service was available 7 days a week.
• The provider did not discriminate against any client group.
• Information about how to complain was available and complaints were handled appropriately.

Are services well-led? - we found the service was providing a well-led service in accordance with the relevant regulations. Specifically:

• The service had clear leadership and governance structures
• A range of information was used to monitor and improve the quality and performance of the service.
• Personal information was held securely.

Professor Steve Field CBE FRCP FFPH FRCGP

Chief Inspector of General Practice