When I joined Forward SF almost 3 years ago it was great. Top notch doctors and wonderful staff. Visits were thorough and you felt special and well cared for. Over the past few years it’s really gone down hill. The good doctors and medical assistants have all left. I’m now on my 5th doctor. I noticed the problems started when Forward expanded to new markets which put a strain on the care team and infrastructure. I’m assuming this was to please the early investors. Now, since I’m remote it’s not even possible to schedule a call with my current doctor. The excuse is “he’s been moved to a more administrative role” yet he still shows up as my doctor in the App. Today I received a message that another doctor I had a scheduled call with was not available. I cancelled my membership effective the end of November. I’ve found a new doctor in a small family practice and would recommend you consider that option over joining Forward.

Forward is Backward Let me start by saying I've been a ER RN for over 10 years so I know how badly healthcare systems run and so I thought Forward would be a breath of fresh air, but boy was I wrong... 1. Bait and switch I initially signed up in Sacramento but when I tried to make an appointment I was told that that location didn't actually have any doctors on site since it had "just started." Online that location showed the names and pictures of two doctors that supposedly worked there. In hindsight this is when I should have ran... When I look online now they don't even have Sacramento listed as a location. 2. Santa Clara location is understaffed Since I work in the bay I then switched to this location only to find out that it's chornically understaffed so if someone calls in sick they'll cancel your appointment. This happened to me twice. Also, it's obviously hard to get an appointment for this very reason too. I ended up going to the SF location in the end since they have the most staff. 3. App and follow through Ironically for a tech based healthcare company the app is horrible: You can see your lab results but they don't even include reference ranges. It'll just highlight your # if you're out of range. You have to communicate solely through the app as there is no customer service number. All your messages are combined, meaning clinical questions and billing questions go through the same chat log which makes referencing things in your chat history a pain . I had to hound them for over 1 month for a referral that their own doctor requested. Finally the doctor had to contact the back office himself. The back office that runs the app works in teams that do not communicate with each other. You request a physical appointment and they schedule you for a virtual appointment. You request to have that fixed and they reply that another team will have to fix it. It then doesn't get fixed. Rinse and repeat. 4. Insurance nightmare They claim to include basic labs but will send out labs and bill your insurance without even asking you. This has created a nightmare that I'm still dealing with. Because their telehealth doctors are based out of state my insurance has rejected these claims because they think that I went out of state to get lab work done. I think Forward is trying to appease investors so they've expanded too quickly and forgotten quality. In the end I think it's truly a shame that Forward didn't work because I wanted it to since I see this broken healthcare system daily.

Tone def limited communication channels - no one available on phone Virtual experience - not in person They define your health priorities and disregard the health priorities that are important to you. a they do not solicit your medical records - they rely on the patient to share that information. Not data backed guidance. The app is not intuitive - very poor user experience Do not provide access to app or medical support until after appointment which is booked 7 to 14 days after sign up. Highly recommend onemedical vs forward

The future doctor’s office, available today. Loads of tech, plus a great staff make this place a joy to visit. Think about that. Going to the doctor is something you could actually look forward to.

Doing my medical checkup from the comfort & convenience of home was so amazing! The blood test was taken about a week before my video checkup call with my Forward doc. The blood results were explained thoughtfully to me, with discussion about lifestyle & typical wellness recommendations provided. This is a terrific new way to interact with a doctor and the medical community!

Overall, Forward is a great concept. I like the less medical environment, the fact the doctor/staff aren't typing on a computer during your visit. Where I have been disappointed is the lack of streamlining--can't combine appointments that could have happened at the same time. Perhaps most lacking is the chance to discuss your health with your doctor in person after the initial visit. At my 1 year checkup recently, all that happened was collection of lab blood by staff and a report on my app without any guidance from my doctor. Fortunately, things are going well for me, but I would like to keep that going. I am looking for more of a partner in healthcare instead of a monitor.

Overall good experience. My only pause is that after discussing on the call that we would not do a 23 and me genetics test, Forward sent me an email to say my next step would be to do 23 and me test. This makes the process feel "standardized" and that I wasn't heard or the notes weren't taken from the visit. That's somewhat concerning, since health care is most definitely an individualized service. But overall, I will continue and the experience was good.

Absolutely horrendous. After cancelling my membership, I received a bill for lab testing. I've been trying to get to the bottom of this and resorted to messaging the CEO on Twitter. Keep saying they're going to take care of it but the bill has yet to be settled - this was for labs done in October 2021! Support staff is impossible to get a hold of and the only way to talk to a live person is to contact sales. Don't waste your money.

It was actually the Best Doctor visit I have ever experienced. No waiting for a long time! the best thing is that the doctor that took care of me, Dr. Espiritu took the time to talk to me and explained the results of my blood tests in details, explaining everything to me, what I see on the panel. I really felt that I was cared for.

I am impressed by the Forward experience so far! My appointment began right on time and a full hour was devoted to face-to-face time with Dr. Moore and assistant, Talia - no long wait in the exam room. The baseline visit was intensive and did not feel rushed at any point. Communication and updates from the doctor and staff via the app are fantastic. In appointments with my previous primary care physician, after leaving the office, I would forget most of what I was told about my bloodwork. Forward's app lists every detail of my visit, blood results, medications, and health plan/goals. I love the 24/7 access to the doctor and staff, and efficiency of the process that does not compromise personal touch and genuine patient care.

I have nothing but good things to say about my baseline visit. For the first time in my 50+ years on this planet, I finally felt HEARD by a doctor. Forward definitely has my vote for the way healthcare should be managed. As a nurse, I've always told my patients to think of healthcare visits like summarizing a book. The doctor is usually only interested in the current chapter, so in your precious few minutes with the doctor, don't bother summarizing the entire book. Focus on the current chapter because that's all they have the time for. But with Dr Liese, or I'm guessing with ANY of the Forward doctors, I had an opportunity to summarize the entire book, and then revisit key plot twists. It was a pleasure and we identified key actions that I could take to focus on improving my health. Thanks, Forward, for moving healthcare into the 21st century.

Seamless from start to finish - loved the experience, Dr. Espiritu was engaged, energetic and empathic - the environment + technology immaculately detailed and purposeful. Support team was professional and super friendly. Well beyond my expectations, highly highly recommend.

I started out with high hopes as I’ve been dismissed before by traditional doctors. Like most places will promise to help you but in the end they’re limited in what they can do. Also my physicians changed too frequently. I like the concept and it’s good for routine lab work and easy to get an appt but won’t answer more evasive issues…

Initially had potential yet with physician turnover, outsourced labor and a lack of continuity in records and communication you are no better off than dealing with the typical primary care physician. Save yourself the money and perhaps try a different concierge-like medicine platform.

Slow followup on things like bloodwork and other tests. Billing issues. Inconsistencies on providers & quality of care/advice. 10 out of 10 do not recommend.

Great concept, horrible execution. There’s no way to talk to a real human being on the phone, it’s all done through chat, and often the people I were chatting with didn’t understand the issue I was trying to explain to them. Wait times to see a doctor are horrendous, usually longer than 2 weeks. The app that they offer is mediocre and is much worse than record keeping systems used by other medical providers. I’m not sure how they justify charging $150 a month. I received no additional value compared to what I’d receive from any other doctor that doesn’t charge this fee. I had high hopes but was ultimately very let down by my experience.

My doctor here, Dr. Christopher Moore, was great. But the Forward software is a total pain to use. They over promise and under deliver on almost all things. Save your money.

This is a wonderful concept. Improving healthcare by marking the importance of long term care is a very important goal. I am baffled however, with the overall concept that we need to educate, follow up and enhance care for patients, yet there is no room on board with this company for nurses. This is concept that does not seem to fit into the long term goal of improving healthcare. Who better to serve as a liason between patient and physician and patient and services then the actual people that have taken an oath to advocate for patients. Registered nurses are overlooked in many aspects of healthcare, yet they are the very people that deliver compassion, generosity, and respect to all patients and their family regardless of the failure of the system. We are the heart and soul of the induatry, the very ones that bring humanity to a system that has become a conveyor belt. Providing the best healthcare, means hiring the right people to provide the appropriate support, compassion and education to all people accessing healthcare. Don't let the all mighty dollar and desire to acquire as much as possible, dilute the concept of quality care.

I have been a member for about four years and have always been satisfied with the services. I’ve recently changed to Dr. Moore and have had an urgent need since having a total knee replacement. He has been there every step of the way and been a champion with grulling paperwork that needs to be done. I couldn’t be happier. Thank you.

Amazing experience! This is how healthcare was meant to be done. From the walk in to the end, it was incredibly amicable, caring and professional. Never going back to regular practitioner.

Forward is is mindblowingly good. This is the future of healthcare. 1. Fantastic communication up to onboarding appointment, including and not limited to directions. 2. Kind entry staff and fun welcome experience (great interior design, nice music, modern biometrics). 3. Short wait and clear communication about wait time. Water was offered. 4. Clear instructions on next steps from NP and designed continued to exam room. 5. Blood exam results within the hour. 6. Physician was top notch and detailed insightful & modern recommendations. 7. Integration with Apple Health. 8. Note-taker during appointment. 9. Massive Jumbotron touchscreen in exam room that detailed out all of the results and next steps.

I think I've told 100 people about my AMAZING experience with Go Forward! I encourage anyone who's thinking about it to sign up! It's affordable, high tech and personable. The 24 hour care team is very efficient and professional. I'm very happy with this service.