Millbrook Healthcare Reviews 

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.

Terrible, inconsiderate driver

I have shared the information requested and you have ignored it

Absolute incompetence, keysafe info was given to them ( mother who is a 90yr old frail lady panicked as she was on her own )for a zimmer replacement that was 2weeks old and faulty ( took 4 days!) When the driver brought the replacement he rang the doorbell, mum tried to shout to driver about the keysafe,driver said he was not given the number, mum panicked and fell over trying to crawl to the door,she managed to communicate the number to driver and he managed to get in.
Rather than ring for an ambulance he picked her up off the floor and sat her in the chair. Mum said her hip hurt and left her there.
The carers came in several hours later and called a ambulance, taken to hospital and a broken hip was diagnosed.
She has been in hospital now for 8 weeks and is due to be discharged with a care package once all the equipment has been delivered by Millbrook.
Well thats been a nightmare- A bed tuned up and put together but not checked , The air mattress was not compatible with the pump, I reported this to Millbrook and initially wouldn't believe me as they said the technician would have checked everything prior to leaving! Oh by the way my wife who was present later confirmed this to them but no they had to contact the occupational therapy dept to check this for some reason !
They rang back and said they.would come back in the morning and that i would receive a phone call 2 hrs prior. At 11.40am next day I rang them.back to check progress and was told it could be anytime, which differs from what I was told.
I had to then leave and was away 30 min and then had a call to say he would be there in 10 mins i told him that I couldn't get back for 30mins and he told me he would have to go if i was late !. He then swapped the mattress and pump and showed me it worked, I then asked him to check that the bed was working correctly as I had lost my all my confidence in their competence. On checking the bed it made some loud clanking noises and was juddering.
The technician told me the bed was faulty and that a new bed or 2 NEW ENDS are needed and that he would sort in the morning.
Later on I had a call to say that they would return the same day and replace the ends. My brother in law would be in attendance for this as I had left.
My Brother in law who lives 22miles away attended and only 1BED END was swapped as that was all that was on the paperwork.
Millbrook attended today at 1 30 an finally completed the bed repair.
I have asked for the operations director to contact me today and was told the they would inform him and get back to me.
Guess what - nothing

I am so angry as I believe and cite negligence MILLBROOK Initially caused the issue as the person that delivered the Zimmer SHOULD NOT have lifted my mother, thats in their protocols I believe.
The equipment NOT CHECKED Prior to delivery.
The equipment NOT CHECKED ON INSTALLATION.
MISINFORMATION GIVEN BY PEOPLE TAKING THE PHONE CALL
NO 2 HOUR PHONE CALL PRIOR TO DELIVERY.
Absolute shambles Northampton depot

Our experience of this company has always been spot on. From start to finish. Once equipment (this time an air mattress) has been ordered to delivery. Our millbrook technician Chris was amazing!! experienced kind and helpful. He delivered the mattress and fitted it in no time explaining all the functions and what to expect. It should make our job easier caring for our loved one with no pressure sores hopefully going forward. Thankyou millbrook!our town is Henfield West Sussex

Items requested for my wife to leave hospital for home were swiftly delivered and in good order or new.
Only irritant has been the window for delivery slots is whole day not more specific; although on latest delivery (today) the driver phoned the night before to confirm a 30 minute slot as first delivery of day.

Appalling company I foned 3 times for them to collect my deseased mums bed.First time I wasn’t on the list !second the delivery man didn’t have the tool to dismantle bed and third time he came to the house but no one there obviously as mother had died!This isn’t good enough when it is a stressful time as it is.Get ur act of communication right!

I had a collection setup for 1:09 to 3:09 today. From 12:00 I went out to do something in the garden. Driver running early, so called at 12:32, but I wasn't there to pick up. Came in at 12:45 to prepare for collection, only to find he'd been and gone! I tried calling him but he wouldn't pick up, so called office number. Spoke to lady who put me on hold for quite a while (I assume she called driver). Then she proceeded to tell me they'd done everything correctly, and that I was wrong, so I swore at her and hung up. I'd taken special time out to be here today, but your drivers can't stick to their schedule. I can't take any more time off for this, so will have to arrange an alternative, even if this means taking equipment to the dump!

My Mum’s house, where she has a bed a hoist, and commode awaiting collection (since she when into a nursing home) is fifty plus miles from where I live!
I’ve traveled up to hand over the equipment on three separate occasions only to be let down by the driver!
I’m going to be fair and tell the office that “if they want it back it will be sitting on her driveway “
I’m accepting no responsibility if it gets stolen or rained on!!

Terrible company. Of the bed, key safe and commode all needed urgently, only a bed ever arrived. Sadly, my relative passed away in hospital so none of it required anyway. That was over two months ago and I’ve tried to get the bed collected on numerous occasions. They’ve told me I’ve been booked in for collection on three different days ‘9 til 6’ and have never come. When I call, and wait for hours on hold, I’m eventually told I’m not booked in! Having taken three days holiday from work, I’ve now given up and as we now need the house clear, it’s going in a skip at the end of the week.

The company as in the people have been kind and respectful towards me and my needs, however the aids that they are issuing are sub par. Are any disability aids actually tried and designed by someone with mobility issues...i think not. Put of the 4 items I was offered to help me in my home keep some independence, only one was usable and only after my husband made some alterations. Why, when you design a bath seat are the handle made of metal. Wet soapy hands and metal handles spells disaster. The handles are the same on the perching stool, after stiring a pot and having moisture on the hand to hold the handle and you've got it, you slip. Not only that, the cushion to aid in posture and comfort is that thin and your thighs perch directly onto the edge of the hard seat causing pressure points that become so sore... When is someone going to actually make aids with the user in mind and not just a bog standard, 'oh this will do' it works fine for my fully abledd body using for 3 seconds in a warehouse...

Whilst Millbrook delivered some of the kit on time it was quicker for me to collect a commode. The real scam here is they delay collection to maximise what they can charge the NHS. This appears to be organised and very distressing, as who wants a bed in their house after a relative has passed

The delivery guy was nice enough, but as a company their service is very slow. I had to contact them several times to get a new air-mattress, never turned up, Millbrook cancelled delivery for no reason. Mattress was delivered, but he was not allowed to set it up, now I have to wait several days or weeks for a community nurse to set it up

I had to call to get my air mattres fixed. As I am currently bedbound and have to lay in bed all day it was really important to have somr comfort in bed
A quick call.to Millbrook resulted in a service specialist (Rick) who fixed the problem.in less than 30 mins.

He also educated me on how to treat the mattress in order to avoid future problems - the whole business was much appreciated
.

SO, I rearranged for the Carer to travel all the way to the property for collection today, was given a timeslot of between 2.00 to 2.30, carer turns up at 2.45 (after travelling from her other job) to the property - delivery man leaving drive and refusing to turn back to collect ALL OF THE NHS EQUIPMENT. Whatever you do try not to use this company. Total confusion on deliveries and collections. They can only offer 9.00 to 6.00 p.m. for any collections or deliveries, which is not helpful if you live 45 minutes away from the property. Insisting on someone being in the property, even though the property is now empty due the patient being in a nursing home, but we have a key safe which they have used before but now suddenly decided its against company rules to enter a property (to collect of of the equipment) without someone being in the property. This should have all been done last week but after chasing with emails they decide to call and telling its its tomorrow or nothing, and if not tomorrow then we need to wait for another two weeks.

Oldham and tameside department . Do they ever answer the phone or emails ????
We use a hoist which is falling apart and over it's service date. This piece of equipment is surly supposed to be kept in top notch condition for safety reasons. I've had to fix it myself.
Not good enough oldham and tameside millbrook. Just answer the phone, you're all lovely once contact is made.
UPDATED REVIEW.
Oldham and tameside replied to my email.
The lady I spoke to was lovely and very helpful. She arranged for the hoist to be replaced. The hoist arrived the day after by a very polite and friendly driver. So after eventually getting in touch with millbrook I'll give them 5 stars for their service. I will suggest emailing rather than phoning in future though

My sisters' bath board is broken so I had hoped to have it collected, However, after speaking to a Customer services representative I was told that they cannot collect the item because 'it would cost them too much money' and the best thing I could do was to take it to my local recycling centre ( I would have to pre book this online and ask a friend to drive me there as no buses operate in that area) I also understand that if I wanted to have my sisters' bathboard collected other items would need to be added, sadly she needs these. They also told me that they do not know when new bathboards will be in stock. My poor sister will once again endure more stand up washes for a long time to come!!!

Delivered a mobility bed, commode & chair. One very young guy & one older guy. Both were polite but absolutely would not recommend. No care for ones property banging the parts on the floor and scratching the laminate. I have never seen such unprofessionalism. Did not fully assemble the items either. It's a difficult time for families. The person is 80 & the person at home is 75. It's not fair to put people like this in peoples homes. No shoe covers.

ex NRS, same bad management . Worst people to work with. They changed nothing , they kept old bad people in the same management position. Same Mary , different hat. At least In Aylesbury you have to face the same old Louise, agressive, rude and a little out of mind. Do not work with them or for them, unless you don't want to be offended or like to be yelled at. Even if you are right, they will lie, putting you in a bad light. They do whatever they want, however they want, just not the way they should.

My late mother had equipment to be collected, electric hospital bed, air mattress etc and was booked in for collection took time off work for Millbrook to let me down on collection it was there fault but they just expected me to take more time off work instead of putting the situation right
I said in discuss shall i just dump it then.. they said that fine!! Disgusting there are people crying out for these’s bed’s & mattresses even a lifting hoist & they are happy with me just to dump it!!!

My father has been supplied with equipment for 2 years. Have wasted days waiting for collections and deliveries. Some which have never turned up. Until now I haven’t bothered leaving a review but now I’ve had enough. Recently had a chair delivered. Realised it had a broken wheel and returned it. Today we received another. It doesn’t recline so obviously not serviced. My father’s OT has requested an urgent repair but haven’t heard from the company. We now have this sodding great chair blocking his bedroom causing myself and his carers no end of inconvenience. We have nowhere to put it.
Just the mention of Millbrook gives me a feeling of dread. The healthcare professionals we deal with feel the same way. They need a good shakeup if they’re to keep supplying the NHS.