Millbrook Healthcare Reviews 

The driver claimed he had been to our address, he had not. We were in, nobody knocked or rang the doorbell. So it's ok to lie to customers now - really?
Sadly many are dependent on these suppliers!

Hospital bed was delivered on Fri 15th August for my mum who has Dementia. Two guys turned up around 09.00 and I asked them to put shoe covers on as we had just had new carpets laid. One guy said that they are not allowed due to health and safety, I said do you have to wear safety footwear but looking down at his feet he was just wearing trainers. So they took the bed upstairs and laid it the bedroom floor without putting a cover or dust sheet down but they did put on shoe covers. When the bed was assembled my wife pointed to a mark on the new carpet the guy rubbed it with his finger which made it worse because it was a bit of oil from the mechanical part of the bed. He took photos and said 'you should see some of the houses we go in' making out that he goes in dirty houses so he doesn't care.

Hopeless trying to ring them to arrange an urgent repair to hospital bed, held on line for 45 minutes. Then struggled to get call handler to find our account.
Eventually persuaded them to send a repair man.

Absolutely impossible to get hold of them to collect a hospital bed and equipment. You ring the number, push all the options and then the line goes dead. They were quick enough to get the equipment in but a nightmare to get it removed. Waited 20 minutes for the 0161 number - supposedly number 1 in the queue. How insensitive at an already upsetting time.

I would prefer to give a zero!
Gave plenty of notice (4 weeks) for the removal of a bed from one property to another (my elderly father was moving home). Millbrook failed to collect and deliver so we had to get an emergency delivery at his new property instead on the same day, otherwise he would have had nowhere to sleep. Since then I have tried on numerous occasions to get the old bed removed from the property that he moved out of and this proved ridiculously difficult. I live some distance from the property and therefore it wasn't easy for me to be there to facilitate its collection. It actually took 5 weeks in the end. So during that time my father had two beds registered under his name. What a waste of resources.
Every time you phone Millbrook you are met with unhelpful operators. Moving home at any age is extremely stressful and at 88 it is even more difficult.
Millbrook, as a healthcare provider contracted to the NHS, you should be ashamed of yourselves.

If i could give 0 stars i would. Waited a few weeks for equipment to come in. They had it for 2 weeks without even offering a delivery. 4 weeks later delivery slot booked. Turn up not even the right product. Now been on hold for over an hour on the phone trying to speak to someone

Awful company, they promise the earth and deliver only stress and incompetence at a very delicate time of loss and bereavement. It’s the last thing you need when you are suffering the incredibly difficult process of clearing the property of a loved one that has passed away. We live 150 miles away from Buckfastleigh and so it is a 300 mile round trip. We arranged for a bed to be picked up from the property and Gary rang me in the morning to say he would be there between 3 and 5 he did not come and didn’t answer his phone or answer phone messages as I had his number from the call in the morning? We rang and they couldn’t pick up the next day but they said they would definitely pick on the Saturday. David ( another driver to beware of ) did not pick it up or answer his phone. A disgusting lack of consideration for people and their feelings. It’s depressing when you look at their website and the first thing you see is positive reviews from people. I have a heart condition and am suffering a bereavement, there is brand new equipment waiting in the property to be used by people who desperately need it, these people do not care.

I was contacted today by a lady called Tazeena she was absolutely wonderful. She explained everything to me helped me fill in all the relevant forms that I needed to. Very kind and understanding which made me feel very comfortable. tazeena customer service went above and beyond. I hope she gets the recognition that she deserves. I have her surname, but I don’t want to put it on here. Thank you once again you are so extremely helpful.

Harri and Lilly love coming on holiday too you. Would trust anyone else with them.

:)

Have had to use Millbrook twice now for separate jobs. Abbas has been the carpenter on both occasions and did an excellent job. Very personable and checked to ensure we were happy with the placement of the fittings before being installed.

Thank you to Jamie
Booking system is under improvement I believe. Bit of rocky start to get the appointment sorted but the engineer Jamie was outstanding. He was kind and patient and explained things through to Mum. She was very happy when he left. As was I, Thanks again Jamie, really great service today.

I am sat right now by my dying father, his dying wish is that he passes away at home. The discharge process has not been simple thanks to Millbrook Healthcare. We were told that somebody needed to be at home yesterday as the bed was being delivered after 1pm. It did not arrive so I sat on hold trying to chase it’s imminent arrival. My brother waited at home and could not visit his dying father on this day. Then we were told the delivery would be the following day and my somebody had to wait at home to accept it. This was an urgent referral due to the fact my dad literally has days/hours to live so I assumed he would be made a priority the next day, sadly this was not the case. By 3pm and several phone calls from family members the bed had not arrived. I do not like to speak out of term on the phone however when I was told we’d have to wait til 5pm I did become very cross. In the meantime the ambulance arrived to collect my Dad however we could not transfer him until the bed arrived. Again my brother has wasted yet another day from visiting his dying father. The bed did eventually arrive and the driver said that this delivery had been put on the end of his list as an ‘extra’ one so I can only assume that Millbrook stuffed up. This whole ordeal has been extremely traumatic for us as a family and has made the inevitable passing of my father so much worse for us. It’s now 7pm and I am still waiting for an ambulance to become available to transport him home. Whether my dad makes it home or not is Millbrook’s responsibility and as a healthcare company you should be ashamed of yourselves. End of life care should peaceful however due to your companies incompetence you’ve managed to make things so much worse. If you are a healthcare provider considering using this company for patient care I strongly advise against it for the safety and sanity of your patients.

I have already lefft one review and nothing has been rectified. I have today sent a message from your Contact Us page which I hope will be read asap. Someone from Millbrook needs to look at the damage caused by the installation.

Broken bed side-rail supposed to be replaced today some 8 days after being reported as defective.
Lost a day’s wages waiting for someone to come. Eventually got a phone call at 8.40pm saying they would be arriving in 20 minutes.
Finally arrived to announce that they had the wrong replacement side-rail. So efficient, they don’t know which bed they supplied.
Couldn’t care less despite the claim that “ we care”.

Raj was fantastic. This is not the first time he had come out. He came to fix my mother's wrist emergency alarm today. He is extremely professional, respectful and extremely polite. He is an asset to your company. 5 stars for the excellent service provided by Raj

Communication from the company way great. We have previously had hoists fitted by them, and nothing is ever a problem. The gentleman that carried out the work was lovely, very professional, completed within the morning and kept myself and team up to date with what he was doing. Really pleased with the service received. Would definitely use again.

Don't let this company do work on your property, shame as the fitters are all nice people, but the quality of work is shocking, 3 days i was told initially to do the job of converting the bathroom for disabled access etc, literally a year later and I had to pay out of my own pocket to sort the problems aswell as platform housing having to replace and fix millbrooks work, and job wasn't signed off as complete or satisfactory, they don't even follow there own complaint procedure, ombudsman next stop,

Deliver faulty / incomplete equipment then tell you to pay to have it fixed. After a 1 hour wait for phone 'support'. Exploiting NHS contracts for profit with no care or consideration. Their attitude to 'service users' is put up with what we give or do without (essential heath care equipment).

Thank you and your team for being brilliant. It was a pleasure doing business with you especially. Have a good day.

Just had a phone call about my late husbands Wheelchair, I informed that he passed away on 18/04/2020 and the said wheelchair along with other equipment was collected on the 19/04/2020, I have found this very distressing after all this.
The driver was reluctant to take it as it was another department, but I told that I needed taken as I couldn't bare to look at it.