Millbrook Healthcare Reviews 

Ummm, oh dear, all the telephone staff were great and tried to help but they couldn't the clinical staff etc to respond.
So a wheelchair cushion was reportedly ordered for me on 22 June 2022 but nothing ever happened. I have telephoned so many times i have lost count.
Then, out of the blue, a cushion gel inset was delivered to me house - but it was completely wrong.
I started calling again but despite promises of "someone with call" nothing has happened 3 months later.
If this company relied on repeat business or recommendation it would not survive.
I have signed up to join their "Wheelchair Users group" but I have not heard any more yet.

There’s guys are a joke: had a engineer attended to install a electrical bed for my mother sometime ago he was extremely unprofessional and left multiple cable ties skittered around the bedroom floor that could easily cause damage to any person if stepped on but even more so for a 81 year old in poor health. I was so angered by this I took photo of how things where left and made a complaint via email due to not getting any type of a response I sent the same information 10 times with all my contact information I received not one feedback on this. I say this because today Wednesday 7th of September a engineer called to undertake a check of my mothers electric bed this engineer was unprofessional as you could get he left when I asked him to whip his feet before as he entered my home his response was ok mate don’t worry I’ll come back another day as he was waking back out I responded by saying ok. With the number of poor conduct cases I’ve been involved with it’s clear to me that it’s more then ok for Milbrook engineers to act this way because there’s no come back as if there was this type of thing wouldn't keep happening.

As a past member of rosscare and then Millbrook and after almost 5 years I had to leave as did 18+staff before me and after.
If you like patronising staff who know nothing about engineering or logistics this is the job for you if you want to feel undervalued and even when you go above and beyond you just get pushed even more.
This company also love dead wood especially ones who miss order products or take 5 or more visits to make a repair as they make even more money and what is incorrect just gets dumped,witnessed 1st had £600 items month after month go in the bin new.
And don't bring any issues up with team leaders as its the blind leading the blind and if you have solid proof of issues it will get swept under the carpet.
Don't worry you the tax payers pick up the tab and this incompetent and frankly vile firm make a home run.

If I could give them zero that would be too much. A woman in the final trenches of a really horrible neurological illness has been stuck bed bound since January due to serious failings to deliver a Tilt in space wheelchair. Constant chasing waiting hours for the phone to answered, no one takes ownership, no one calls back, such an antiquated way of working. Takes weeks for paper work to be processed and they won’t make appointments over the phone or by email. Letter writing only. Stupidly they will phone you when they need to cancel an appointment.

Doesn’t deserve 1 star- it has now been 4 months since we ordered a wheelchair for my husband and after the usual excuses of “ things beyond their control “ and they can’t give any sort of timescale when the chair will be available , they have now stopped replying to emails. This is a truly terrible service to some of the most vulnerable people in society

Everything started off well...
Unfortunately, things went downhill at the end. Our family member passed away and we were told that Millbrook will pick up the equipment at our convenience. After a few phone calls, it was clear that a given date of Just over 2 weeks later is the best that they can do, due to short staff and a crises of people needing equipment delivered. Interesting how the equipment left in our room, where the room can no longer be used until it is collected, is not required urgently for others.
After talking to other people who have been in the same situation, it appears that this is the normal thing that happens and that it has been happening for years.
We have now decided to leave the equipment outside, in the garden, and let Millbrook pick it up at their convenience because it is becoming too stressful for the family, friends and neighbours to look at because of the circumstances under how the loved one passed away.

Update: The logistics at Millbrook is laughable. We just had a Millbrook van turn up outside our house to pick up something from a neighbour, but when we mentioned to them that we have things to pick up too, and it seems a bit pointless them coming back again and wasting petrol and time, they refused to collect it. Everyone who we have mentioned it to thinks that it is disgraceful that people are having to wait 2 weeks. Mind you, this is nothing compared to a local person that has been waiting for more than 5 years for a collection. We were told to destroy everything if it is not collected by Monday.

Further update:
A very nice person collected the equipment on Monday. Shame all of the staff are not as polite and understanding. Also found out that if you are able to, you can drop off the equipment at a Millbrook warehouse. We are not planning on using Millbrook again because of our overall experience.

I had a appointment cancel today cancel at 8.15am today. I have been waiting 4 weeks for a grab rails to be put in, one in bathroom and one by the back door and chair raisers. They cancel the whole appointment due to stock/supply issue with the chair raisers, so just because the raisers are not in stock they can not put in the rails. Bloody ridiculous. Cancel 3 times in 4 weeks. I had a stroke 12 weeks ago and this equipment should have been fitted originally a day or two after coming out of rehabilitation which is 4 weeks ago. Absolutely fuming.
Update just rang millbrook to speak to them to ask a reason while it was cancelled and was told 'because nobody answered the door at 7.15am this morning.' Sorry but I know for a fact they don't start work until 9am, was told this by a member of staff at the time the original/first appointment was booked. We have security camera at the front garden and a ring doorbell nothing registered on these devices. Also my husband been up since 7am and taken the whole day off work to be home as well. SO THESE PEOPLE ARE LYING. So I will be putting in a serious compliment to millbrook healthcare today. Absolutely DISGUSTING SERVICE.

It should really be minus 100 💯 r no stars. Wheelchair assessment April fools day obviously I am the fool. Therapist took measurements supposed to have ordered me new smaller argon2. We are now week 12 I have rung them spoken got told no computer it's not our fault your chair has to be especially made. I have asked for new back and cushion well they have them they want me to have these smaller sized ones fitted on a bigger sized chair. I say no I Don't want a mismatched chair.
Latest update is I can drive 60 miles each direction to have a meet up and see if they can find a resolution message very condescending sad be there for 9am. Date given I can't fi date but why am I driving this far with nothing to show at the end. Have had every excuse under the sun. I fit the do you really need a wheelchair am above knee amputee unable to use prosthetic leg due to stump issues. I have asked them to provide me with different chair the earliest I may get my chair is mid July. Today I spoke to sunrise medical who tell me that built to measurements a chair can be sourced in 8-10 weeks I wonder what happened to my order. Wheelchair services in Surrey are appalling they don't care make me feel as if I am a nuisance even writing to ceo makes no difference. Without people needing your services none of you would have a job.

After suffering several falls,the lovely ladies at Community Rehab arranged for some grab rails to be fitted for me,by Millbrook.Waited in two days,bloke finally turned up,stayed five minutes and declared there was ‘metal,could be pipes’ in the shower area and front door where he was supposed to fit grab rails.When I pointed out that his company had fitted several grab rails to other properties nearby,he just shrugged and left.Proper can’t be bothered attitude. I ordered some grab rails from Amazon and got a local handyman to fit them which literally took minutes.Awful company,would never use or recommend them.Goodness knows how much they are charging the NHS for this substandard service.

Useless- sent 1 man to deliver a heavy hospital bed and put it together. It was like a bad comedy sketch watching him try to get it into the house. Clearly a two person job! When the bed was collected the guy was rude, late and unhelpful. Not an ounce of empathy from any of them.
Also had other equipment delivered with no explanation as to how to use or adjust it!

SOMEBODY DO SOMETHING!!!!!!
UPDATE 22 06 22: 2 WEEKS FOR A GANTRY HOIST TO BE DELIVERED, TO GO WITH THE BED THAT EVENTUALLY GOT DELIVERED ALSO 2 WEEKS LATE, NOW DAD IS STUCK IN HOSPITAL (AGAIN!) FOR ANOTHER WEEK, WHICH WILL IMPACT HIS MENTAL WELLBEING (AGAIN!) . THIS COMPANY SHOULD BE SHUT DOWN. THEY LEFT MY DAD IN A BED TOO SMALL ALL SCRUNCHED UP, PRONE TO BLOOD CLOTS AND IN PAIN, HOSPITALS, SOCIAL WORKERS, CARE STAFF, ALL COMPLAINED TO THEM AND GUESS WHAT, NO BED. IF MY DADS HEALTH SUFFERS BECAUSE OF THIS I WILL SUE MILLBROOK HEALTHCARE. DONT BOTHER WITH YOUR STUPID AUTOMATED RESPONSE EITHER MILLBROOK, YOU ARE A DISGRACE!!! WILL BE TAKING THIS FURTHER.

Roxanne (Roxy) so this is why it’s getting such a low score. Because of how she treated people. She’s told me multiple times I’m “to well to be in the hospital”. And then has called me an “attention seeker” Also said that “ you obviously didn’t want it to work, because you didn’t try hard enough” when on about an attempt… honestly I don’t get how she still has a job working at Millbrook or anywhere to do with mental health. After confrontation with multiple people when I was on the ward…

Hi, regarding your last message can you message me again please?

9 year old daughter is a full time wheelchair user, who outgrew her old chair. They left her without any wheelchair after refusing to deliver her new chair when we were shielding. They had the chair in their possession early July 2021 and would not deliver it until late October 2021, leaving her trapped and unable to even use her garden for 4 months. They also lied and said the reason they could not deliver earlier is that they needed the rep present, and there was only one rep to service the entire country. However when they eventually delivered, the rep was not with them.

Made a complaint by email in August 2021 which was completely ignored. Followed up in September, received a short acknowledgment of receipt but nothing else. It is now April 2022, have sent several further emails to follow up, all ignored. They do not even pretend to follow their own complaints policy. They clearly do not care about the service users, as the NHS is really their customer, not the end user/tax payer. They keep getting the NHS contract to provide wheelchair services no matter how terrible their service is, so they have no incentive to care or change. Only by threatening to remove their contract or taking legal action if they continue abusing wheelchair users will this despicable company make improvements.

If i could give minus 5 stars i would . This company, and the ministers who gave them an nhs contract have the soul and integrity of donald trump... disgusting service. Disgusting inept staff.
Reduced me to suicidal with the cruelty sarcasm and complate lack of care exhibited. They give out chairs to elderly or disabled patients knowing that it is not fit for purpose and completely unsuitable.
Discrimination, criminal negligence, absolute refusal to hear anything otger than Profit. They employ monkeys and are getting fat on the misery of their patients.
Parasites.

I have a client with a hoist that has been deemed unfit by Millbrook engineers and told they would replace it. This happened in February 2022.
Ever since, I have been calling them on almost a daily basis and sending them emails with no reply. I could sometimes wait on the phone for 1+ hours, and then it just knocks down.
I am still waiting for this to be replaced as he has not been out of bed since the hoist has been deemed unfit.

Been trying all day to get in touch 45mins on hold so gave up in the end. Tried a few hours later and no joy. Have left a request for ring back as well but heard nothing back.
Worse customer service centre ever.

ABSOLUTELY SHOCKING SERVICE
After nearly a year waiting for my sons new wheelchair which he has been measured twice for, and my son is still currently waiting for .

The one he has at the minute is a useless as a chocolate teapot . If I could attach photographs I would.

My son was promised a new wheelchair , which would aid his recovery from major hip and pelvic surgery , this surgery was July 2021 we are March 2022 still no chair and a child that has grown since his last 2 measurements that were taken!

In conversation today , I said the time has come where i feel that maybe the papers should be involved , it's a disgrace , if I do this it's not just for my son it's for every child that has been waiting , these children will receive their chairs and will more than likely grow again by the time the chair is recieved and it won't last long and then back to square one sitting in a poorly fitted chair , without the right support .
It really is a vicious circle!!!

Wheelchair services. Again another company using Covid as an excuse for poor service. They are very slow with just about everything. Therapists giving prognosis's to patients illness (Now proven to be very wrong) when even consultants cant. When an official complaint is made they do absolutely nothing! Obviously very understaffed leading to staff often being rude with the "not my job" attitude along with and passing the buck as quick as possible, which is a shame because some staff are very good. You get the very strong impression of profit before care, as does the feeling of cronyism for some work that is tendered out, just a feeling but. Once again what was a brilliant service when it was under NHS then went to Virgin and now Millbrook Healthcare taking an ever spiralling downwards. The list of complaints just getting longer as are the waiting times. Their overall star rating speaks volumes. If a private message is sent I am not adverse if necessary to copying and pasting it on this site in a further reply........ OK had the standard automated reply that you see hear and NO message from Millbrook themselves so I can NOT give the the details they need to reply properly. Again trying to give the impression of a caring care company but falls very short of the mark and NO real intent to make things better!........... Please tell me how to leave contact details without posting it here. I suggest you leave an email address or phone number here that I can contact you on as you HAVE NOT left me details of how to contact you. all you have sent is the company website address. Thank you.

To bring up to date. Head office has been in touch by phone and a manager rang me this morning. He is trying to sort out highlighted problems plus some more besides those mentioned. I will keep my fingers crossed and see how this plays out.

Metastatic lung cancer patient with two tumours forwarded from east London nhs for a hospital bed to be delivered imminently so my father can die at home in familiar surroundings. Several delayed deliveries - three weeks after first request, there is still nothing delivered. Had to change address after social worker deemed my fathers peppery unsuitable to return to and was told by the very insensitive bolshie telephone operative who lacked any empathy, now requesting we wait another week for delivery - my father literally has weeks left to live. Insensitive, unrealisable and rude staff. Poor organisation, lack of speed or empathy for the situation. Would never use this company.

If you want your elderly loved ones to be spoken to rudely and for them to be upset you should definitely deal with Millbrook for your home adaptation needs.
Would be 1 star but they were responsive when I raised the issue. Clearly no idea on customer support behaviours but being dismissive and rude to elderly people is not the one.