Millbrook Healthcare Reviews 

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.

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!!