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What Our Patients Have to Say…

“I had a great experience with nurse Esme Arafa. She was friendly, professional and knowledgeable and really put me at my ease during my smear test. Thank you!”

“I really appreciated the treatment I get from all the staff at the practice. Very friendly and professional. ”

“Frontline staff always so helpful to the point it feels like half our problems disappear.”

“The whole team are professional and always takes good care of me and my family.”

“Quick service, helpful staff at the reception desk and satisfactory service from Doctors. All round 5 stars.”

“The centre is clean and bright. The staff are kind and helpful. There are long waits to get appointments – but generally a massive improvement since moving out and away from carpenters estate.”

“Very friendly. Never had problems in getting appointments when needed. Friendly staff, we would recommend Lantern Health.”

“Time spent in consultation was good. Understanding doctor (Dr Davison).”

“Staff are always friendly, yet firm and polite when faced with difficult or challenging patients.”

“Very friendly. Never had problems in getting appointments when needed. Friendly staff, we would recommend Lantern Health.”

These quotes are from some of the patients who completed the Friends & Family Test 2018/2019.

The NHS Friends and Family test (FFT)

The Friends and Family Test (FFT) is an important feedback tool that supports the fundamental principle that people who use NHS services should have the opportunity to provide feedback on their experience.

It asks people if they would recommend the services they have used and offers a range of responses. When combined with supplementary follow-up questions, the FFT provides a mechanism to highlight both good and poor patient experience. This kind of feedback is vital in transforming NHS services and supporting patient choice.

These results have been collated from the Friends & Family Test 2018/19

lantern health

As a result 79% of patients who responded to the survey would be either extremely likely or likely to recommend your practice to friends and family if they needed similar care or treatment.

Patient Participation Group

Would you like to have your say about the services provided at Lantern Health? Our Patient Participation Group; Lantern Health Involving Patients (LHIP) is encouraging patients to give their views about the service we provide. Each of our site locations has a Patient Participation Group so why not get involved today. Contact our Network Manager or your surgery for more information.

Click here to download our PPG leaflet
Click here to download our PPG Terms of Reference
Click here to download the minutes of the PPG Meetings
Please complete our PPG Membership Expression of Interest Form

We aim to deliver a consistently high standard of service and patient care. We genuinely value all patient feedback

Comments, Compliments, Suggestions and Ideas are always welcome. Patients can provide feedback in the following ways:

      • Provide your feedback online by completing the form available on this page
      • Write to our Network Manager with your comments, complements, suggestions or ideas (details available below)
      • Speak to a receptionist who will be happy to pass on your comments
      • Join your surgeries Patient Participation Group
      • Complete our Patient Survey

    All such comments will then be considered by the Assistant Practice Manager and Network Manager. Please ensure that your contact details are included if you want to be contacted about your comments.


Use the form below for any feedback


Complaints

We recognise that on occasions a person may feel disappointed or dissatisfied about the way they have been dealt with. If that is the case we would like to know as your feelings are important to us and we will always treat any complaints seriously.

Informal complaints

Most problems can be sorted quickly and easily at the time they arise by liaising with our Network Manager or Assistant Practice Manager who is on site. Please ask to speak to either of our team members as they will be pleased to help you. This may be the method which suits you best.

Formal complaints

If you would prefer to make a formal complaint, then please do so in writing as soon as possible, and mark your letter or email for the attention of the Network Manager. (Contact details are given at the bottom of this page)

Timescales for dealing with any complaints

We always aim to deal with complaints as quickly as possible by replying or sending an acknowledgement within 10 working days of receipt. If the matter is likely to take longer than this we will let you know and keep you informed as to progress.

If your complaint involves a third party it will be necessary for us to liaise with them too before we can send a full response. (We may need your consent prior to doing this and will contact you if that is the case).

Complaining on behalf of someone else

We follow strict rules of patient confidentiality. If anyone wishes to make a complaint on behalf of another person we will require written consent of the patient concerned first. If the patient is unable to provide written consent (due to illness or personal circumstances) please provide details in a covering letter.

Please note that we are unable to discuss any issue relating to someone else without their written permission to do so.


Contact Details

Network Manager
Lantern health
235-252 Stratford High Street
London
E15 2JA
Telephone: (020) 8534 8057
E-mail: [email protected]

You also have the right to approach the Health Ombudsman at the following address:

The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP
Telephone: 0345 0154033
Website: http://www.ombudsman.org.uk


Freedom of Information

Information about the General Practitioners and Lantern Health CIC required for disclosure under this act can be made available to the public. All requests for such information should be made to the Business Manager.