Millbrook Healthcare Anmeldelser 

The most incompetent company I have ever had the misfortune to come across. The delivery of essential equipment requested by the NHS when my terminally ill wife was allowed home was shambolic. Four times out of five they failed to turn up even though their delivery window was 8.00am - 11.00pm. They did not even have the courtesy to call to say they would not deliver as promised. Because of their previous delivery failures, on the fourth occasion they ‘guaranteed’ delivery. Guess what? Now my wife is on end of life care in hospital I tried without success to get Millbrook to collect the equipment they did deliver. They have been unhelpful, unreasonable, uncaring, callous, off-hand and display no concern whatsoever for the additional stress they cause people going through the worst time of their lives. The NHS manager who appointed this company should be held to account and the Millbrook management should be ashamed.

Brother has been waiting 6 months for new battery for his electric wheelchair as this is his only transport to get round in.Told they were coming on a certain date and didn't turn up, he phoned them and has been told another date. They take to long to answer phones and when they do they put you on hold for god knows how long you have to wait for. Worst company ever for people with disabilities. Plus there is know one to phone on weekends for call outs.

I live in sheltered accommodation and they are here regularly. After an assessment by Adult Social services, They contacted me two days later to arrange a delivery time. One piece of equipment was out of stock but this was the least important. When the equipment was delivered the fitted the railing to my bed and set up the dining trolley so it more suitable for me (I'm 1.85m tall).

I'm still waiting on a perching stool but not sure how much use this will actually be.

When arranging delivery I explained that I struggle with phone calls so it was arranged by e-Mails. As I work from home and only go out occasionally I told them when I wasn't available and explained that I can’t do mornings. They came back with a time which suited me.

I can fault their service or punctuality.

The Truro branch is diabolical!
I have been waiting 10 or more weeks for a new wheelchair, which is ridiculous.
The wheelchair I have now leaves bruises on me, as it is far too small and is completely broken.
They said when we phone them they would send someone out to fix my wheelchair this week and a week later it is still broken, so I have to use a wheelchair with a snapped handle and headrest.

DO NOT BOTHER WITH THIS SERVICE!

Can't give it zero stars so forced to give one. Appalling company but beggars belief how NHS community OTs Subject patients to them.
They must have a monopoly on ripping off, sorry "supplying " equipment for NHS. It needs urgent review. Tried to get hold of a shower stool for 7 weeks now in good time fir me husbands discharge. All you get is, sorry we don't have any yet other companies deliver next day but why should I gave to pay for the only item I need from NHS. Everything else has been paid for/installed at our expense and the one item ordered by OT from Millbrook us NEVER available. Do hope Surrey NHS /community care wakes up soon and stops using thus company. My husbands desperate to come hone from hospital but that won't happen if you wait on Millbrook. They wonder why NHS beds get blocked by people who cannot be safely discharged due to this companies monopoly. Wake up NHS procurement......

i used to be a technician at this company. It wasn’t a great experience. It has a culture of bullying, racism and discrimination. This company piles tonnes of work on their technicians daily, affecting them mentally and physically. All of the technicians are good people, friendly and professional however the managers and senior managers are only interested in the money. The pay is shocking, especially as some as the equipment they install can potentially harm someone if not installed correctly.
The amount of good employees lost due to this company culture and treatment is saddening.
It’s should be renamed, Millbrook doesn’t care!

So last year my son recieved his new Wheelchair 11 months after ordered he had already grown out of it when we took hold of it , took so long because it was "specialised seating" .
This year he had to have another chair ordered because of how uncomfortable his current chair is , we're almost 6 months in and guess what my son has grown so no doubt his new chair when it eventually arrives will be to small again .
Specialised seating is the weekly excuse I get!
His wheelchair is effectively his legs , I'm sure they wouldn't want to wear shoes that are to small for them!

My mother died a month ago and I would like the bed and Wheelchair removed as the sight of it causes me great distress. It is literally impossible to get in touch with these people. I have sent an email to their HQ but have not received a reply. They are a disgrace!! Shameful service which I suspect is connected to payments they get from the government.

Phone on hold up to two hours constantly. Never reply to emails.

They won't collect a hospital bed from my property because they are getting daily rental payments from government. They were phoned numerous times to collect the bed and each time they say they will they never turnup. I know what their game is, leave it there as long as possible to collect as much rent as possible. I have been asking them to come collect this bed since seven weeks ago...rough company!

My mother had a massive stroke 3 years ago and has been bedridden since and lost mental capacity. I have been her full-time unpaid carer ever since. Of all the various inefficient public sector departments and their suppliers that I have to deal with, Millbrook is by far the worst. This is saying something really as the others aren't great, with the exception of some of the NHS teams and particularly the East Sussex NHS dietician team who are very good.
Millbrook are split across several teams, and seem to work alongside another organisation who deals with static seating. Their is no Single Point of Contact (SPOC) and you have to guess out of the many different teams who it is who might be prepared to deal with your problem. My mother's chair which has electric reclining functions ceased working 6 months ago and I ended up having to speak to the manufacturer myself as Millbrook didn't want to know. Eventually after 4 months two engineers came to look at it and said "no worries we will swap it for one of several in the warehouse that are identical". Another 3 weeks go by and an Adult Social Care worker turns up wanting to do an assessment on it which I never heard back on. Then after another month I get a call from the manager of 'static seating' who tells me the original Millbrook team who dealt with it should have spoken to her as they look after it and have their own engineer. So I book another engineer visit and he never shows up! I then spend a couple more days chasing it and being passed around and told people will phone back but they never do. 6 months later I still have a chair that doesn't function properly.
This experience has been replicated with wheelchair, hoist, bed, and just about every other bit of equipment that Mum has from Milbrook. I'd like to recommend ways that Millbrook could improve but I think they are beyond that and the NHS should simply choose a different contractor and manage them properly! I suppose the one thing they would benefit from is a SPOC who took the calls and directed the issue to the right team. Most organisations have stopped doing that these days though as it saves them a member of staff, puts the onus on the customer to guess who they need to deal with, and gives the companies an excuse to ignore you. Pathetic!
If I could give Millbrook zero stars I would. I've put today as the 'date of experience' but to be honest it is every week now stop in the nearly three years I've dealt with them.

MY EQUIPMENT COLLECTION
I am giving 5 stars to Greg, the customer service person at Millbrook who went out of his way to help me.
There had been some sort of mix up with collecting my equipment, and 3 x times no one showed up, having waited in all day. Determined not to give up, I called a 4th time and Greg answered. He did some investigating and called me back to say there had been a mix up on the system concerning my account, but all was now sorted. We rearranged a fourth collection day. Greg then called me on the day to advise my collection would be early evening due to emergencies, and would that be ok. I confirmed it would be. All was collected as promised, and I even received a phone call from the driver just before to say he was 10 mins away. All was collected with a cheerful smile.
If I could promote Greg or give him a big raise, I would. He cared enough to stay on this with me, and went the extra mile to ensure the job was done. So 5 stars to Greg at Millbrook. If everyone cared and was as efficient as he is, Millbrook would receive stella reviews everytime. Just goes to show.

INSTALLING OF GRAB RAILS
I can't fault Millbrook. As a separate arrangement, they did come and fit my bathroom rails on the day they said they would. Job was done well, and quickly.

Social care, WSCC, contacted Millbrook to fit 2 grab rails. This was scheduled for Weds14th June between 9pm and 5pm! No show, no phone call etc. Another appt was booked for the following Weds 21/6. I received phone call on the day saying the vehicle they were using had broken down! Another appt was booked for Monday 26/6. In the meantime, they phoned me Fri 23/6 to change appt to the coming Sunday 25/6 (today) When I insisted ETA, she, in the office, said between 12 noon and 5pm. NO SHOW, NO TELEPHONE CALL,I could have gone to the beach. What a shower, and I notice only 1 or 2 good reviews on Trust Pilot as well. They need to be taken off the so called approved companies used by the NHS. Disgraceful way to treat customers/end users. I have wasted 3 whole days being "house bound" 1-2 years ago I fractured my shoulder and the company supplying temporary equipment via WSCC was called NRS. Both Millbrook and NRS trade from the same address in Littlehampton.

Denied a disabled child a wheelchair , because he could balance using walls . NHS GP , Consultant all asking for a wheelchair for the child , NHS asked Millbrook denied

Never answer phones. Trying for a
Onth to contact them.

Bring back NRS

Fitted modular ramps down steps. Turned up on time and both were thorough hard working experts. Considerate to my needs and covered all aspects of my much needed access outside.Thank you.

Like the great majority of reviews I can only add to the very many negative ones that there are. The lack of competency of this firm is truly unbelievable. There does not seem to be any administrative organisation and from the moment you speak to a person it seems as if it is too much for them to help, you can be different accounts about the same enquiry e.g. 3 working days apart one receptionist said she could not tell me when the new parts came in for my wheelchair the second one had no difficulty in informing me when they came in (February). These are repairs that were put on order in January 2023 , 5 months and still waiting. Another NHS clinic wrote to them in March 2023 requesting a new assessment for me. I have just learnt that will take place mid July. Meanwhile I have to return to this clinic in June with them fully expecting the new assessment to be completed. How is it that one very busy clinic thinks 3 months to complete this would have been enough time yet the Wheelchair Clinic cannot manage the assessment in 4 months? Age UK, and others have expressed over the safety of my wheelchair. It has tipped me out twice and yet several phone calls to the wheelchair service has not triggered any concern or action by them. Some of the engineers who have called over 6 years have been surly and unhelpful. What is happening in this service that they are so demotivated and seem to take no pride in their service? Lack of money, time or even professional development are not sufficient excuses. Today I was given this email site to make an official complaint. It would seem they cannot even give the correct pathway to make a complaint. No constructive advice can be given , it has gone far beyond that.

Impossible to get through to! No one answers the phone and no idea which place in queue you are or any way of leaving a number to get them to ring back!

I finally after much debate got a decent perching stool from Redhill 3rd time lucky .. I don’t feel the company care but I do give a shout out to the delivery chaps

This review is only for Andy, he was an absolute pleasure and professional throughout my bathroom getting turned into a wet room, Andy came up with solutions to fit our needs that had never been thought of before, a scholar and a gent.