Millbrook Healthcare Reviews 

As a former advisor to many NHS suppliers, and now retained advisor to NHS Trusts it is beyond me how this company is retained still by them! 2.4/5 shocking reviews and now my own experience.
I have Advanced Metastatic Stage 4 Cancer. Had to have surgery and needed home equipment to manage when discharged.
Arranged for someone to be at home for delivery. 10 mins before end of agreed delivery slot I get a call in hospital saying can’t delivery as running late. I was supposed to be discharged same day as this but lucky (ish) kept another day. So told Millbrook that but no, can’t deliver until day after that - so 2 days after agreed date. So I’m left in complete limbo. Awful service and pathetic explanation for today, they must have know hours before couldn’t come.
Anyway, still retain close contacts with most NHS commissioners, so will be taking a close look at this company when back on my feet - think an independent challenge to supplier qualification is required if they do this to terminally ill patients!

I had an outside handrail fitted two weeks ago and I am very pleased with the result.The gentleman that fitted the rail was called Mark,he was very polite and efficient and did a great job.I would say a credit to your company!.
Michael mcgrath
Crawley.

Why are Lincolnshire NHS wasting money on this bunch of clowns.
Use anyone other than Millbrook - a drain on public funds for absolutely nothing.
They should not be used

I telephoned Millbrook Healthcare a few times about the delivery of my son’s bath lift. Every time I phoned, I got a different answer. Added to this on the day it was meant to be delivered. I was told it wasn’t down for delivery. But during that conversation with the Office, I had a telephone call from the installer saying it was 10 minutes away. The guy was Cliff and he was absolutely superb. Understanding, efficient and knew the product, fitted it to the bath. That’s the reason for the four stars otherwise it would’ve been a lot less. So I think they need to thank the installers for their efficiency. Otherwise, I didn’t find the admin knew what was happening.

Years ago, whilst hospitalised, I was offered a free key safe for emergencies by the NHS. Recently, I was assaulted and my attacker knew the code to my key safe, I was put into contact with Millbrook by my local council and they were very quick to respond. The technician was lovely, very professional, and changed my code without issue, so now I feel a little safer in my home.

This company is either scamming the council or utterly incompetent - or both Contracted by the council from public money to provide vulnerable disabled people with equipment in their home but repeatedly fail to provide the service they are being paid for. Long wait times for equipment yet they fail repeatedly to collect items that are no longer needed. Don’t turn up for arranged deliveries and collections and won’t give times.. And the council doesn’t care and keeps throwing money at Millbrook knowing they are not fulfilling their contract. Meanwhile vulnerable people suffer and social services are run ragged trying to get equipment to those who need it. Shameful and shocking misuse and abuse of public funds.

Extremely Disappointed – Disability Bed Collection

I am extremely disappointed with the service we have received regarding the collection of my disabled daughter’s specialist bed.

Millbrook originally supplied the bed and assembled it inside our home. My daughter has now moved out, so collection was arranged.

An operative attended, but the bed was not removed. I was first told it was too big for the van, then told it could potentially be put in the garden for someone else to collect, and then told it could not be dismantled because parts were welded together.

What I cannot understand is how equipment that was supplied and assembled in the property by the service can now apparently not be dismantled and removed.

I now have a disability bed still taking up the bedroom and a carpet fitting booked for 26 August, as the room is needed for my other daughter, who is a student, to move into.

I appreciate that individual operatives may be limited by the vehicle, equipment or instructions they have been given, so my complaint is primarily about the organisation and planning of the collection. The correct team and equipment should have been arranged in the first place.

I have contacted Millbrook asking for this to be urgently resolved and I sincerely hope they now arrange for the appropriate team to remove the bed before 26 August.

At the moment, however, this has caused completely unnecessary stress for our family.

2 lovely men came to take away my husbands hospital bed and moved my husbands heavy new bed in a good position we are both really happy with mat and carlie or is it Charlie i am not good at remembering names but i am really happy that they made our day a lot brighter with such kindness thank you both of you

Update 5th August Thank you Dan.
Repaired as required many thanks to the manager and Dan the installer.
Now solid and very safe and strong. Very pleased.

Update they said they will fix next week and remedy the situation.

Failed handrail, poor install.
My complaint.
Handrail not fit for purpose.
Poor installation.
Not had any safety inspections.
Damage to property using incorrect fixing process.
100 mm concrete bolt into the edge of a 24 mm concrete slab is highly dangerous and structurally impossible. It will cause immediate, cracking, or catastrophic structural failure of the concrete.

Install in 2023 now become unusable.
I am awaiting the manager Gareth Russell to remedy the problem.  
Positive did inspect Monday then failed re vistit to site for next day.
I removed my handrail attached to my fence, to have this one fitted, we were informed we needed a proper handrail.

Fence still standing strong all good.
Metal handrail failed because of improper installation.

I wish to write something positive when Gareth Russell has remedied the complaint.

Do not use - before the device was delivered we have had calls to carers and contacts despite being assured it was an error - to the point they sent an ambulance to the property after ringing up 3 people at 6am for a device they knew wasn’t even with the vunerable person yet - avoid avoid avoid

Unfit for purpose, an utter shambles I’d urge all NHS Commissioners at ICBs and Trusts to find a better solution provider and not renew contract or engage with this company.

End of life care, is an upsetting and stressful time of patients and families alike.
Millbrook have made this experience even worse, what should be a simple logistical delivery of a hospital bed has become an absolute nightmare.

My priorities are my Grandmothers death at home to be as safe, comfortable and dignified as possible Millbrook are failing to help. They, I assume are failing their contractual obligations with the NHS and have definitely failed my grandmother. They have fallen well below any standards of service I would expect or anyone should tolerate.

They failed to deliver on Monday at 09:30 as arranged, meaning the nurse team wasted over an hour of clinical time, and just caused distress and discomfort to my dying grandmother.
They finally arrived at 17:45 but couldn’t deliver the bed as a nurse team wasn’t available to transfer my Gran. After their driver complained about how this was holding him up, we finally got him to call his dept ( Jaymee thank you ) and we spoke to Sam ( in the Guildford office) and arranged redelivery today for 09:30 so the nurse team could be there.

Guess what? Never arrived, nurses yet again arrived wasted an hour of their time.. after three hours wait, I called your customer service line, and after 15 minutes of hold in silence, I finally spoke to Rachel who did the best she could with the inadequate system you seem to have. ( should also add, you might want to look at your call centre as I could clearly hear the conversation of other agents, which is a breach of privacy and I assume GDPR regulations)
So up shot is bed might be delivered today at anytime up until 8pm ?? But there will be no nurses to transfer my gran until the next day…

I hope you realise the human suffering you’re causing in delaying my grandmothers medical needs, and the additional undue stress you are causing our family.

Excellent telephone manner. This is the 2nd time I've needed to call. Last time he was here in 30 mins. Excellent service all around!

Absolutely horrendous job they have done within a month water pouring threw ceiling and for the last 9 months needs taking out and staring again the shower tray should of been 1700 and put a 1200 in tray has dropped

/Shocking experience from both the promises of delivery and the customer service. I was due a delivery today of aids to help me. This should have been sorted when I came out of hospital with a broken back in May! As my delivery was 55 mins late I called the customer service team. How rude was she? no understanding, her tone was horrible and stern. I explained I was out on my driveway waiting for them, it's very difficult to find. I was in my wheelchair awaiting in all that heat! She said in a raised voice, "well! we didn't ask you to sit there"! "We have your phone number"! In that case , why didn't i get a call saying they couldn't make it! I now have to wait another week for my essential medical items. 😩. I'm really struggling. I hope that women one day understands what it's like to be old and broken.

Had a visit from Gary this morning who as promised said he would call when he was 30 minutes away, arrived promptly and was polite and courteous, fitted the hand rail with minimum fuss and cleaned up so well as if he had never been - even went out of his way to call the office on my behalf to relay a message about parking - Thankyou Gary +++
Cobham Surrey

Absolutely disgusting,took delivery of several items today. Was told they need a “wipe over”.
Son lifted first item,a shower chair that appears to have bodily fluids/faeces around the rubber feet.
Seat is stained and very worn.
Metal frame is scratched all over.
I thought this would be a new item for hygiene reasons!
Health hazard
Need a hazmat suit to touch.
Other items abandoned and not been checked,beyond disgusted.

Truly abysmal service. Failed to honour a commitment.to communicate equipment collection time in advance for today and then cancelled early this morning. So two collections cancelled at short notice and they were unable to guarantee they would honour a third. It will have taken them over 2 months to collect equipment, assuming they honour the latest date.

This is a reference for Mark and Gary from the Adaptations Group. They both visited my premises earlier this morning and installed the galvanized handrails at the front and rear of the property. They both were polite and courteous and carried out the work in a professional tidy manner. Having been involved in the construction industry in London for a very long time I truly appreciated the quality of their work. A huge thank you

Delivery service, communication from delivery guys and customer service are absolutely shocking!!! They think you have all day to be waiting around for them!!

Absolutely appalling. NRS was excellent. Why did NHS change? We had a delivery planned for last Wednesday. It was cancelled right at the end of the day causing stress to my husband because he had been waiting all day. same happened today although I phoned twice to check and they assured me that it was out for delivery then at 4pm they said that they had the wrong frame so it needed to be rescheduled. It had to be rescheduled for next week. It has been more than a week now . It is really extremely poor considering they are dealing with vulnerable people. I would hope that all the people who are not happy will sue the company. I certainly will if my husband fall due to delivery failure of equipment necessary for his mobility.