NRS Healthcare Reviews 

I m a carer, my client was given a too short hospital bed as this company didn t bother to check her hight.
So they sent somebody to lengthen the bed with 2 rectangular blocks.
The guy that came place the block wrongly at the top , moved the matress down and didn t strapt it to the metal fram underneath just 2 at the top.
When i remostrate and saied the blocks should ve gone at the bottom of the bed and showed him with the remote control what would happen leaving them like this once my client raised the back in a seating position , displacing the blocks that end up on the floor putting her in danger to damaged her neck and push her in a position she couldn t move from as she has got MS, he shrug and saied i was told it should go so i ve got to go. No compassion or concern to cause arm to a vulnerable person. So after he left i reded the bed , moved the matress up and fixed it with all the straps in use to the metal frame and place the blocks to the bottom of the bed.
My client slept well and can now seat in bed upright using the remote control without danger to herself.
I ve been in this job for a long time and i think is disgraceful how this company operate , no knowledge or experience in the field. Absolute disaster and rubbish at their job.

A van with the NRS logo parked on my car sauce in east London. When asked the driver to move, his attitude was appalling. He said he would move then started to insult me on the way I asked him to move. He was immediately argumentative and insulting.
I parked my car across his van blocking him.
I then tried to contact the company. Waited on hold for over 30 minutes.
His response was that he didn’t care, he would get paid anyway.
Awful

The initial order for equipment was placed by the Critical Care Team for my mother. Delivery was the following day! Very impressive. But more than that the driver was lovely to mum, chatting to her whilst installing the various bits of equipment, she has dementia, and explaining to me how everything works. He has been back over the 3 years either to replace equipment or take away items mum no longer requires and his attitude and helpfulness hasn't changed. NRS have always responded to my calls and helped whenever necessary. Definitely worth the 5 star review.

NRS were supposed to be fitting a tele alarm system for a vulnerable family member.
Came to fit, device didn't work, they said it was faulty gear. Said they would be back the following day or the one after. Didn't hear from them.
Called 2 days later, they apologised and arranged a date 1 week after original. Was told they technician would arrive between 8am and 5pm, so had to wait in the whole day. Got a message at 4.45pm saying technician wasn't coming - no reason or explanation.
Called and tried to get it sorted, was told it had been "escalated" numerous times by numerous staff, they said I would get a call back. (Don't believe them when they tell you they will call you back). Finally spoke to management after kicking a fuss, they still couldn't explain why the technician bailed on the job.
Now I have another date, 9 days after original appointment, where I will have to wait in all day again. All the while an elderly patient is waiting for a crucial piece of equipment.
This company have extremely poor service. It's fine if you just need something basic, but anything complicated they can't handle it at all. Worst thing is they are contracted by nhs in my area so I don't have a choice but to rely on them.
They should tell people a more specific time of arrival, even if it's on the day. Customer service assured me about "two hour time slots" - in reality I have only ever received 9hr time slots.

We have used this company for Around 4 years, have never had cause for complaint they are always quick on time and pleasant. Equipment gets checked every year, again always pleasant. Really cannot fault them.

I have a whole miscellany of items that have been delivered over the last few months and I’ll now no longer need as my wife has died. I asked for collection and was told that I’d had to wait nearly 4 weeks. I find this hard to accept both in terms of efficiency as they had managed to deliver most of the items within a day of being requested. I assume they continue charging the NHS for the items that are out on loan until they’re collected thus squeezing an extra month out of the NHS budget. Am I wrong? When I rang to complain about this The customer service representative was about as indifferent and uncaring as one could possibly manage this at a time when I felt emotionally drained I just gave in and accepted what she said What a shabby little company you are and I notice that the negative reviews of one star constitute 84% of the total And that the answers you give I just platitudes with no real intent on making any lasting changes to your organisational capabilities.

Initially they were very good. The equipment we needed was delivered quickly. However trying to arrange for collection of this equipment has been impossible. I was given a phone number to contact. Upon ringing this number I find no one ever answers the phone. I was given the option of pressing the star button to hold my place in the queue and was assured they would phone me back. I have done this on numerous occasions on many days. No response. I have much very expensive equipment I no longer need. Surely there must be people out there that need this equipment. I have 2 gantry hoists and many other aids. My husband has died and all this equipment in my home just serves as a constant reminder of what a difficult and upsetting time he suffered.
I have been asked to contact the company and then edit my review . They seem to be uncontactable on the email I have been given so I think in my edit of the review I would deduct another star if that was possible!

This has to absolutely be the worst hralthcare provider in the whole of NHS. We need to return an item which has been replaced by a new one after a lot of effort. I have now phoned them 8 times over a period of 3 days . Waited on the phone 24
to 46 minutes each time without being able to speak to anyone.
Totally garbled recording then asked to press star key so that someone would call me back. Waited 4 hours. NOTHING !!
Never ever had such problems with the previous provider MILLBROOK.
Would have given minus 9 had it been possible.
Not at all interested in replying to NRS as we have already arranged for disposal of the item ourselves.

I was due to have two deliveries today. No contact from Mrs so I phoned. Was told only bed rail today, the delivery of bannister and door rails wouldn't happen as they had no driver's. They didn't have the curtsey to inform me. They agreed to phone with a new date. They didn't. This afternoon I spent over 40 minutes phoning them no answer. Nor did I get a response to there on line comments pro forma. This company is taking public money and not delivering, they place disabled people at risk.

I was given the equipment when I was discharged from the hospital. So no delivery needed. I found the equipment helpful, although the walking frame did churn up the carpet, so got an alternative from a friend. The toilet frame was very helpful with having a broken leg it gave me the support I needed. Collection today was on time and efficient. Thank you.

I speak as I find!
This company provide an excellent service delivering and installing equipment. They are friendly helpful and efficient.
HOWEVER, COLLECTION IS A DIFFERENT MATTER
I TELEPHONED AFTER MY WIFE HAD PASSED AWAY AND ASKED IF THEY COULD COME AND COLLECT THE BED AS IT WAS PAINFUL TO SEE THE BED
THEY ASKED THE REASON FOR THE COLLECTION AND I SAID SHE HAD PASSED AWAY
THEY SAID CERTAINLY AND GAVE ME A DATE TWO WEEKS LATER
I asked if it could be done sooner and they said that was the earliest date.
When the girl was ending the call she said have a lovely afternoon I had just told her my wife had died.

A couple of days later a NRS van delivered two toilet seats to my neighbour and his van was empty but he would not take the items back.

This changed my otherwise high opinion of what I closed as a high quality company

Absolutely disgusting service. The NHS need to investigate this company and employ a better one. My terminally ill husband was let down on several occasions from this company. Two failed appointments, informing us they were on their way then failed to turn up. Wrong equipment being delivered.
He sadly died last July and I contacted the company to inform them and to arrange for them to collect the items loaned. They were unaware of all the items they had delivered. A while after collection of items I received a text message regarding maintenance of the equipment. I called them, very upset and reminded them my husband had died and the items had been collected.
Forward several months later and I have now received three identical letters in three separate envelopes addressed to my husband, again regarding maintenance. The maintenance refers to the same item. I filled in an online form complaining and await a reply. I have just received a text reminder that they will be attending tomorrow. I will be calling them in the morning but I know full well that they will take all the details and someone will most probably still turn up tomorrow. Not the first time.

The rapid response nursing team have ordered me items from NRS they have an extensive range.. unfortunately they are not particularly good on service they don't give a day when they're going to come, they cannot give a time when they come,
when you ring them they can't tell you what part of the day they're going to come.. In this day and age this is just not acceptable.

Staff listened to me with regards to instructions etc. They provided me with useful information about the equipment they'd supplied, as well as contact details, should I need them. When they came to collect equipment, they ensured I was kept in the loop regarding dates and times. Staff were always polite and pleasant to me, so thank you for your useful and professional service.

Been trying to contact our local nrs to book a collection of a bed as I have my own coming next week, they will not answer the phone, tried ring back still nothing tried emailing, nothing, even emailed head office still nothing. Absolutely fed up with them. My flat is small where am I to put the bed. Been trying for days now don't what else to do. I'm talking about Poole/Bournemouth NRS based at Wallisdown.bh11 8pt. even tried calling again still no answer.

Delivery of crutches was within the timeframe given and the driver was polite and efficiently took away unused items at the same time.

I have found NRS to be very good. They have quickly delivered and installed items for me and taken away items not required.

Spent 1 hour 25 minutes trying to get hold of someone. Since 10th April not ONCE has anyone picked up their phones or replied to emails from me or my son's OT.

My son is severely disabled and needs equipment to keep him safe. Bathing chair and bed handset both are faulty. No interest in repairing them. Beyond Pathetic that any company can be so negligent.

Despite raising a complaint to NRS head office on 22 April 2025 with the lack of anyone being able to email or pick up a phone there is still no response.

This now has to be a breach of contract and a failure in their legal duty of care towards the NHS and patients.

I wonder if anyone will take ownership? or this service will be allowed to continue to put people at risk.

This is deeply unfair on carers and parents trying desperately hard to keep their children well and out of hospital.

As a supplier we sent an item to NRS Healthcare on 28th February but still have not received payment (it's now 24th April), despite numerous chasers. It's also not possible to get through to them on the phone.

Unable to get through to Bournemouth/Poole branch to arrange collection (tried multiple times via email, online query and phone). When using the “callback” function, they called back 2 hours later but only let it ring once (obviously so they can just tick a box that they called me). I’ve raised a complaint, but I’m doubtful I’ll get a response. Absolute appalling. The company should be ashamed that they are causing additional stress to carers and family members that have enough going on providing care at difficult times to their loved ones.