Patient Experience Summary

Feedback reflects significant challenges with appointment access and reception experience, with patients reporting persistent difficulties reaching the practice by phone, lengthy waiting periods both for booking and in-person visits, and inconsistent courtesy from front desk staff. Communication failures are evident across multiple service areas, including poor phone responsiveness, cancelled appointments without notice, and lack of clarity around prescription procedures. However, several clinical staff members receive consistent praise for professionalism, compassion, and patient reassurance, with particular recognition for nursing care quality and attentive clinical interactions.

The practice demonstrates organisational difficulties affecting patient experience, including disorganisation at vaccination sites with inadequate seating and unclear appointment procedures, as well as challenges with online booking systems and self-service check-in facilities. Some reception staff are noted as discourteous or dismissive, though others are highlighted as exceptionally helpful and professional. Care quality concerns are raised by some patients regarding clinical decision-making and diagnostic approaches.

Recent improvements are evident, particularly with the introduction of online booking functionality and new reception team members who demonstrate stronger professionalism. Individual clinicians and nurses continue to deliver compassionate, competent care that reassures patients and supports positive outcomes, though systemic issues around access, responsiveness, and coordination remain areas requiring attention.

Appointment

28.90 %
Bad

Reception

32.10 %
Bad

Cleanliness

45.00 %
Poor

Care

42.80 %
Poor

Respect

35.20 %
Poor

Seen on time

31.50 %
Bad

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KP

Kylie P. Google 3 years ago

Rating

Excellent!

Compassionate nurse helps conquer needle phobia forever

When the nurse named Kate administered my B12 shot, she completely put me at ease. Her gentle approach is incredible, especially considering my intense fear of needles. She's absolutely phenomenal at what she does, making an otherwise stressful experience feel completely comfortable. I'm so impressed with her skill and compassion that I can confidently say I'd never consider getting my injection anywhere else. Kate truly deserves top marks, and her exceptional care is worth every single one of those five stars.

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DV

David V. Google 3 years ago

Rating

Bad!

Worst doctor ever terrible medical experience

Dr Ram Most sluggish and disengaged general practitioner imaginable.

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JC

Junior C. Google 3 years ago

Rating

Excellent!

Mediocre product with minimal satisfaction

It's alright.

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AB

Aran B. Google 3 years ago

Rating

Bad!

Frustrating support with zero communication help

Why is obtaining basic support such a frustrating challenge? I've repeatedly attempted to contact them throughout the week, only to be met with "line busy" messages. The contact numbers online either redirect to the same busy line or provide no viable communication method. I'm hesitant about writing this review, anticipating a dismissive response like "if it's urgent, call 111 or visit A&E". Their operating hours seem deliberately inconvenient for patients. It's incredibly difficult to even send a simple message to my GP - their attitude appears to be "sorry, we're too swamped to engage". Stop treating patients with such disregard.

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AM

Abida M. Google 3 years ago

Rating

Excellent!

Compassionate nurse kate made all the difference

Nurse Kate is an exceptional healthcare professional who truly embodies compassion in her work. She was incredibly understanding and created a safe space for me to discuss something I was initially hesitant to share. Not only did she carefully perform my blood test, but she also provided valuable guidance and support. Thanks to her expertise and the appropriate medication she recommended, I'm feeling significantly improved. I'm deeply grateful for her care and kindness.

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TH

Tariq H. Google 3 years ago

Rating

Excellent!

Professional nurse makes medical visit exceptional

During my appointment at the Forrester Street medical center, I had the pleasure of consulting with nurse Kate Sargent. Her expertise and professional demeanor were truly remarkable. She exemplifies the highest standards not just within her practice, but also reflects the exceptional quality of healthcare provided by the National Health Service. Kudos to her outstanding work 👏🏽💯

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MK

Marek K. Google 3 years ago

Rating

Bad!

Terrible medical practice with zero patient care

Completely useless facility that's an absolute nightmare! We attempted multiple times to schedule a screening for my wife, but every single appointment fell through at the last moment. Upon arriving at the practice, we discovered no medical staff were present, resulting in repeated cancellations and total frustration.

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LO

Ling O. Google 3 years ago

Rating

Excellent!

Exceptional massage therapists made my day special

Spent an incredible experience with Apsara and Linda (hope I remembered your names right), who made me feel completely at ease and warmly received. They were consistently attentive and provided top-notch service. Their dedication and hard work were truly impressive x

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SN

Susan N. Google 3 years ago

Rating

Excellent!

Wonderful nurse kate made blood test painless

Nurse Kate Sargent performed my blood test today with exceptional professionalism. She was incredibly reassuring and made the entire experience comfortable. Her warm demeanor was outstanding, and I would absolutely suggest her to anyone needing blood work.

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SA

Shafiq A. Google 3 years ago

Rating

Excellent!

Caring nurse makes post-op visit comfortable

Exceptional service overall. I visited the medical facility for my post-surgical wound care. Nurse Kare Sargent was incredibly supportive and accommodating. An extremely compassionate professional.

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BD

Bal D. Google 3 years ago

Rating

Excellent!

Compassionate care from a wonderful nurse

Excellent healthcare professional, Shabana is a compassionate and caring individual.

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KH

Kasia H. Google 3 years ago

Rating

Excellent!

Exceptional doctor and staff at local practice

Dr. Thompson's practice stands out as the top medical clinic in the Walsall area, with an incredibly competent team and exceptional patient care that truly sets the standard for quality healthcare.

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DD

Darksword-786 D. Google 3 years ago

Rating

Excellent!

Nervous patient finds comfort with caring nurse

Today (31/03/2023), I arrived feeling anxious and my pulse was racing. I was extremely apprehensive about the medical examination, particularly when the doctor began checking my blood pressure and heart rate (The physician was perfectly fine; I simply struggle with medical procedures). When informed I would need blood work and an ECG, my nervousness intensified. However, I encountered a wonderful nurse named Kate who completely transformed my experience. She spoke with me compassionately, offered gentle reassurance, and successfully helped me relax. Her professionalism and kindness were remarkable, making the entire process feel manageable and less intimidating.

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NB

Noreen B. Google 3 years ago

Rating

Excellent!

Compassionate nurse kate makes recovery comfortable

The nurse caring for my dressing has been incredibly compassionate and attentive, demonstrating a deep understanding of my specific needs. Kate Sergant has been providing exceptional care and support throughout my treatment.

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PC

Patrick C. Google 3 years ago

Rating

Bad!

Shocking healthcare experience with nhs nightmare

A quintessential illustration of the NHS hitting rock bottom. The sheer ineptitude is rivaled only by the complete lack of care. I'd recommend steering clear, though securing a properly conducted appointment seems virtually impossible.

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KF

Kim F. Google 3 years ago

Rating

Excellent!

Exceptional nurse katie makes all the difference

Nurse Katie is an exceptional healthcare professional She consistently demonstrates unwavering commitment to patient care, tirelessly working to ensure your well-being Her support throughout the past few months has been truly remarkable I am incredibly grateful for her dedication

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SM

Sonia M. Google 3 years ago

Rating

Bad!

Worst purchase ever total waste of money

Completely worthless

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MR

Matt R. Google 3 years ago

Rating

Bad!

Worst healthcare experience ever terrible service

The front desk staff at this clinic are incredibly arrogant, acting like they're medical experts simply because they work in a general practice. You'd receive more compassionate care at a walk-in clinic, and even the emergency room provides faster service compared to this particular GP surgery.

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SK

Sandeep K. Google 3 years ago

Rating

Excellent!

Compassionate care that made my nan feel special

My grandmother had a consultation with Darra today (apologies if I misspelled your name) and he was incredibly supportive, helping her feel completely comfortable. Thank you for delivering such authentic, compassionate care - my nan truly valued the experience. The gentleman at the front desk was also wonderfully kind and professional. Sincere appreciation to the whole team!

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KI

K I. Google 3 years ago

Rating

Bad!

Terrible experience with incompetent medical staff nightmare

Absolute nightmare of a medical procedure. The entire staff, from receptionists to medical professionals, are completely incompetent. Scheduling an appointment is a frustrating ordeal, and even getting through to them seems impossible. Utterly useless and unprofessional from start to finish.

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About the GP

  • Accepts all feedback, both positive and negative.

Contact Information

  • 01922 927200
  • Forrester Street Med Ctr 1 Forrester Street Walsall West Midlands WS2 9PL

Patient Experience Summary

Feedback reflects significant challenges with appointment access and reception experience, with patients reporting persistent difficulties reaching the practice by phone, lengthy waiting periods both for booking and in-person visits, and inconsistent courtesy from front desk staff. Communication failures are evident across multiple service areas, including poor phone responsiveness, cancelled appointments without notice, and lack of clarity around prescription procedures. However, several clinical staff members receive consistent praise for professionalism, compassion, and patient reassurance, with particular recognition for nursing care quality and attentive clinical interactions.

The practice demonstrates organisational difficulties affecting patient experience, including disorganisation at vaccination sites with inadequate seating and unclear appointment procedures, as well as challenges with online booking systems and self-service check-in facilities. Some reception staff are noted as discourteous or dismissive, though others are highlighted as exceptionally helpful and professional. Care quality concerns are raised by some patients regarding clinical decision-making and diagnostic approaches.

Recent improvements are evident, particularly with the introduction of online booking functionality and new reception team members who demonstrate stronger professionalism. Individual clinicians and nurses continue to deliver compassionate, competent care that reassures patients and supports positive outcomes, though systemic issues around access, responsiveness, and coordination remain areas requiring attention.

Appointment

28.90 %
Bad

Reception

32.10 %
Bad

Cleanliness

45.00 %
Poor

Care

42.80 %
Poor

Respect

35.20 %
Poor

Seen on time

31.50 %
Bad
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