Millbrook Healthcare Anmeldelser 

I have just had the best experience with Millbrook as a therapist, I was contacted immediately and provided with the empathetic support regarding my service user, they took full control of the process which was completed in a matter of minutes. Great communication, professionalism and support, thank you Jane and Julie.

We as a family just want to say we had a guy called Shane come to our house to set up a hospital bed, and we just want to all say a massive Thank-you to him. He was such a lovely helpful guy and deserves the recognition.

Disgusting service from staff that don’t know what they are doing, lying to you about staff coming out. Two engineers came out on the same day and couldn’t rectify the issue with my Father Bed. My Mother was promised the same day a third engineer would come out before 12 midnight. My Mother is 76, she waited up until 1.30am with my eldest Brother as she was promised someone would come out to look at my Father Airflow Mattress & pump. NO ONE TURNED UP!!!! my Father is in Hospital receiving Palliative care. My Mother would like my Father at home to pass away. Millbrook Healthcare have taken that promise away that my Mother had made to her Dying Husband / my Father. Queens Hospital had to get involved and speak with Millbrook’s out of hours team, again they are full of promises but cannot give a day the engineer will come out, They said it could be today, which is Saturday 15th January 2022 or Sunday or Monday!!!!!
That is not what I call Customer service, especially with my Father in his final days.

We just had "Tommy" install a hoist for our son and we were nervous of the impact it would have on our house but he did an amazing job. He was really careful, no dust or rubbish left behind and all the cables and hidden. An amazing job and a very happy family

Took my 87 year old Dad to collect his wheelchair. Been waiting 6 months, but due to damage and covid we had to wait longer.
Excellent service from start to finish today.
They explained all that we needed to know about my Dads wheelchair.
My goodness, they looked after my Dad as though he was at home, making a cuppa and making sure he was OK.
G4S, was the biggest problem.
Thankyou to Mandy, Moira and John for the excellent service.
This was at Amberley Green, Gillingham Kent.

Awful, said they would come between 8am and 6pm on the 22nd December. No sign of them. Naturally the out of hours number cannot do anything.
Of course not keeping time is trademark of this company.

Appalling at keeping appointments and managing kit delivery. My Mother had been awaiting some kit to adapt her front door step. Each time a part has come in they have called to arrange a date to come in two weeks hence. My aunt takes a dau off work to meet them as my mother cannot answer the door and they then ring up on the day saying that they have the wrong part.

Each time my Aunt has lost a days pay because Millbrooks management don’t appear to check that it is the right part at time of delivery prior to making the appointment.

My Mothers local authority are using public funds to engage Millbrook who seem to demonstrate absoloubt contempt for the people they are supposed to be serving.

Their complaints number is just a voicemail that they never respond to and Management make themselves too important to speak to someone and callbacks never materialise.

useless company.
Don't buy anything from their website - you probably wont get it, neither will anyone help you. Keep getting shoved around different emails, people hanging up on me when I called.
They do not know what they are doing.
Wish I had checked Trustpilot first - looking at the reviews I wouldn't have used them

Unable to leave a zero star review.
The company are the worst I have ever had the misfortune to have to deal with, they have been ‘dealing’ with my DFG for bathroom door adaptions and a door and entry system to my home. I was first given a date for the works to start in April which didn't happen, they then start the work in August I was rushed into hospital so I give the the keysafe code so work could continue. After 5 weeks in the hospital I come home to find out the no works had been done. The company they subcontracted out to Fedex design limited FDL are no better, no communication, they attached wood above the front and back door which I've found out today when steeper arrived to fix the electric door opening system is all wrong. Steeper have told me they wont be able to come back until next year to install. They have lied and caused so much stress it unreal. They blame Covid for delays. I don’t doubt they are now experiencing these delays but it shouldn't take this long. I've tried calling head office to put a complete in an just get a answer machine asking to leave a message.

Not sure how this company survives.
My dad who is 96 years old was told a bed would be delivered on 22/10/2021 after numerous phone calls late into the evening was told the bed would still arrive, it did not. My Dad was left all weekend without a bed. Morally reprehensible. If I get a response it will probably read “ Good Morning Ray
Thank you for taking the time to leave a review
Please note I have left you a private message requesting for further details
Thank you”
Actions are required not just words
Regards. Ray
Finally the bed arrived today 25/10/2021
No response from service manager or regional manager as to why the bed arrived late but more importantly no apology. Judge a company by it’s customer service this company has no customer service worth speaking off
Regards. Ray

My husband who was on palliative care took delivery of a hospital bed from Millbrook. He passed away last Sunday. The bed is in our Sitting Room and is causing me distress. Tried numerous times to contact Millbrook by phone and Email to ask for collection but no reply to email and no answer to phone. I really would like the bed gone please.

I’m angry. They delivered a mattress early September & the buffoon driver knocked my brand new Lenovo notebook off the table & broke it. Ever since I’ve been chasing a repair/reimbursement. Finally last week they agreed to refund me. Today is the day I am expecting it & so far no money. I’m furious, because they know I’m mentally ill & disabled & they’re totally ok with letting me down time & time again. This is a terrible organisation. Please don’t do business with them if you can avoid them.

We lost our mum and needed the equipment collected.
When I gave the call handler a list. Which was a bed, rails, commode, tracking system slings etc. I think my 6 year old granddaughter could work out that someone had passed away.
Having to repeat myself. It was heartbreaking.
No compassion. No thought that it would be a 83 year old husband trying to return the equipment.
Very insensitive and unhelpful. Told couldn't help me regarding tracking etc I would have to go to a different department. That took two days of trying to contact.
Today put on hold to ask what time equipment will be collected
41 minutes on hold so far.
If this was my dad dealing with it. He would have had a break down. Absolutely disgusting.
Spoke to call handler eventually and complained. She told me only two people on to deal with calls. Asked for managers name to complain. Basically, Told me jobs were available. But no one wanting the job.
Told me to go to website and complain.
Got to say technician who did turn up to remove the tracking. Excellent work and excellent manner.
People like him hold the company together. If the tracking technician had a star rating I would give him 5 🌟. Brilliant
Get a grip Millbrook care and put people on your phones.

Unable to leave a zero star review, this company are the worst I have ever had the misfortune to have to deal with, they have been ‘dealing’ with my son’s DFG for bathroom adaptions and a door and entry system to our house since July 2019, yes, that’s right, it has taken over two years and constant chasing for this incompetent bunch of people to do very little, how dare they take 17% of the grant for causing such stress. They took so long to authorise the grant that the quotes were out of date, they awarded business to companies who had be never been to our house or discussed my sons individual needs, the only company that did come and quote, weren’t awarded the door contract. They have lied and caused so much stress, the company they subcontracted out to Fedex design limited FDL are no better, no communication, they attached a shower table to the wall without load testing it…. consequently it came away from the wall with my son on it!!!! The company given the door contract arrived to fit it 18th August and surprise... the door ( which they measured 5 separate times by 5 different people) was the wrong size and wasn’t a disabled threshold!!!! Since then I have had 1 phone call to say they can’t tell me when it will be done , blaming Covid for delays. I don’t doubt they are now experiencing these delays, however, had they done the work when they should have we would have been done and unaffected. As it is my 14 year old son asked for independent access to his own house and having just turned 16 still doesn’t have it. We’ll done Millbrook ( slow hand clap) you are a disgrace

Hi, My husband is waiting for a delivery of a wheelchair.
I have phoned our local branch and have been told in so many words that they would email the supplier although there not supposed to several times now and each time I’ve chased it up I’ve been told the supplier hadn’t replied. I’ve left messages on the complaints line and nobody has contacted me as yet . All I want is some kind of time scale or any kind of update . We have stayed home like many others which seems a life time and as the other wheelchair that was supplied was faulty we are unable to make arrangements for anything .Any contact would be appreciated.
Deborah Mackenzie

Avoid this company if you are disabled or sick or caring for a loved one. Lies Lies Lies

We waited forever for a wet room to be installed and finally the day come it was a shambles - they flooded us twice, the manager promised something and delivered something else -

I would say hit them where it hurts and leave a poor review on a social media review platform like trust pilot however Millbrook already has so many one star reviews that one more is not going to make a blind bit of difference.

So the story behind my one star review. Recently Millbrook provided me with a replacement bath lift after my old one gave up the ghost. However, the replacement was not like for like in that the old had a cover fitted to it whereas the replacement did not.

In fact the replacement was a bit of cheap plastic that when sat on in the water offered no traction whatsoever thereby allowing the user to literally float away. In other words the replacement was not fit for purpose!

Not so difficult to understand right? Not unless you’re a Millbrook committee member.

When I spoke with the OT department in my council about this (as they were the ones who appointed Millbrook) they said Millbrook refused to provide a cover for the bath lift unless they (Millbrook) spoke with my carer as to how I transferred on and off the bath lift. When I asked what the hell a bath seat cover had to do with how one transfers on and off a bath lift, nobody could answer me. So in the end I refused to agree to such a such a discussion - both out of principle and consideration for my carer as I did not want her put on the spot ... and also out of sheer stubbornness as their crackpot stipulation made no sense whatsoever.

I repeatedly explained to these mentally challenged health care providers that a bath seat cover has absolutely nothing to do with how one transfers onto a bath lift. When asked to explain their reasoning to the contrary, nobody, not one person could explain to me otherwise. Yet, Gd help us, these people wrote the book when it comes to bureaucracy. Get this..they have a committee of 12 people! to decide whether or not to approve a £50 bath seat cover! They obviously have nothing better to do with their time.

In the end, it became a power struggle with Millbrook saying they would only provide a bath seat cover if they could speak with my carer and me for refusing to allow this - both out of principle and consideration for my carer as I did not want her put on the spot. To my mind their pig ignorance flew in the face common sense and logic. As they say common sense ain’t all that common lol. End result meant purchasing my own cover and to hell with these bureaucratic bird brains.

My experience with occupational therapists in general has taught me that more often than not they are people of limited intelligence who think that just because a person’s legs might not work brilliantly their brain doesn’t either. With me they learn very quickly that not only does the brain work but the mouth works even better lol.

UPDATE

Extraordinary, just unbelievable! The day after I published this review I received a call advising that Millbrook were now going to be removing the bathlift altogether! Talk about spite, these people have it in spades. I shall be glad to have done with these eegits and return their equipment with pleasure and have NOTHING more to do with them EVER again.

July 8, 2021, i had an elaborate ramp installed that I cannot use. I am missing a threshold cover for the raised door frame. It is on perpetual back order. Whilst the customer service agent is completely understanding, I can't use the ranp in it's unfinished state. It's going on 3 months, and the forth is fastly approaching. I want to go into the garden in my wheelchair before winter.

I have telephoned and eMailed this odious shower to report a problem and have received automated assurances that Millbrook “will get back to me”. I have called and mailed to the Local Wellington Branch and their Head Office near Southampton.
They clearly deal with complaints by ignoring all contact.

Appalling service. No one returns your call. Complaint raised no answer. Left message for CEO and no answer..

Caterine thank you for your reply.
Millbrook service is appalling.