Millbrook Healthcare Reviews 

Millbrook is an absolute useless organisation. There is always a constant cancellations of meeting their appointments and delivering or pick ups. My mother passed away in August 2021 and i arranged a pick up of the hospital bed and other equipment back on the 13 August 202i, they stated they could only fit me in between 1pm to 6pm which was not convenient for me but reluctantly i agreed and changed my plans for that day, the date was for the 6 September. Yesterday, on the 3 September 2021 Alice from Millbrook rang me at 8.39am to inform me that they could not come to dismantle and pick up the bed etc with no reason given and that it would have to be the following day at 1pm to 6pm. I refused and stated that i needed a morning pick up. Alice said no, but would ring me pack. Alice rang me back at 10.16am and stated that she spoke to her manager and said that only 1pm to 6pm was available. i stated that i did not accept or agree with this. Alice said fine and the call was ended. This is not the first time this has happened, but whilst my mother was alive who i was looking after for nearly 11 years 24/7 on my own i had no choice but to agree to their excuses, but no me. Even when they came to check the bed and air mattress, he stated that the serial number of the mattress does not match the serial number on the mattress, so he did not give a certificate for the mattress but just for the bed. Was anything done about this, NO.

Appalling 'customer' service. Failed to turn up on three occasions now, each time a different excuse. Keep ringing the wrong number dispite correction (it's the occupational therapist who prescribed's number!). Promises of callbacks, no complaints department to speak to and the boss leaves the office at 3pm - no wonder they can't provide a service. Lies lies lies and excuses.

The stress of dealing with them has increased my pain and worsened my condition. Congratulations, an NHS contractor who actually makes your health worse.

My partner is currently housebound awaiting delivery of a long promised wheelchair. Two waisted afternoons trying to contact Millbrook on hold for over 40 minutes, with two other calls cut off after a few minutes.
Surely they cannot be fulfilling their contract! As they seem to be failing on all fronts. It beggars belief that people are forced to use Trustpilot to get issues resolved.

This company provides a very bad service. They have often told me they are going to deliver. than cancel. When they did delivery it was in bit. They have the same problem on collection. They give you a date. Then a day before made acuse to cancel to give another date 2 weeks away.

Can you believe this company they rang me twice today to try a facility delivery of the equipment in which was ordered on 7th June and was supposed to been delivered on four separate occasions even on the day of my op on 21 July but they never did they even try to say the equipment was only ordered yesterday this company is a real joke had a cummication from them 6days ago from my last review week after I posted my first review this company is a real joke how they got a contract with the NHS is unbelievable all I can say it must have been that it's who know and not want you know in how to service the disabled people in need of specialist equipment.
My needs we not life threading or life changing but would have made things easier in my recovery but I feel sorry for those in real need especially in where it's life changing because if they rely on this company to deliver the service then they might as well wait forever

My mother's equipment arrived dirty. Someone else's skin scales on the seat, food caked into the wheels etc. It's quite difficult to understand how this can happen with a company whose purpose is to promote health and when contagion is so high on everyone's agenda.

3 weeks on after appt, still trying to order my childs wheelchair, I ring first thing in the morning I ring last thing in afternoon, noones available and noone calls back, I know they have a clinic to run but allow time to call back the other clients who are ringing everyday, or 1 member of staff to deal with telephone orders. im so frustrated and tired of this - my advice to others dont leave your appt without ordering!!

They provide equipments to severe disabled people and so unprofessional abs rude to patients. They have a staff member called Daniela who was rubbish and doesn’t not care about the disabled people

Bad service bed needs servicing had 2 appointments but person who came just put ticket through my front door and left
I had asked them to go to back door and come in as I am badly disabled and can't get to door but this was ignored when I try ringing can't get through to speak to anyone ! Don't know what to do

It has taken two weeks for a technician to repair my elderly mother chair.phone.millbrook and got the round around.from one depot to another in the.past l had rung before and found the company helpful. But of late l have.been pushed from pillow to post. When l finally got to talk.to someone the planned appt was non existent l am a.carer working full time.l.do not have.time to keep ringing and.be.on the.line from.one depot.to the other no one turns up for appt with no apology. Why should this company have a big.contract from NHS or.the Local Authorities when their staff do not know the first thing about excellent customer care

Brilliant team in Barnet, friendly staff who are very helpful. Delivery arrived on time and with a smile, tech was knowledgeable and helpful - thank you.

A very disorganised company and staff that are not helpful. I was supposed to have a delivery and I asked for a rough time. The lady I spoke to said that it may be delivered and that she was unsure. Another order was supposed to be delivered on a 2 day delivery and never turned up. They said they tried to contact me twice yet my phone never had any missed calls. When I phone them they said my equipment was supposed to be delivered Saturday and they tried to call me on the Sunday.
Patients that rely on equipment are being let down by this poor run company and the NHS need to terminate their contract.

Millbrook you have not left me a message as you probably have the wrong phone number again. I think you make up phone numbers as I have phoned and asked several times to amend the contact number.

Not a well organised company at all Had trouble with my wheelchair on which I am totally reliant upon, and told the cannot come for 5 days. Ring complaints dept. and just receive a recorded message. I agree with others that Millbrook now have a could not care less approach. The only saving grace is that there operatives from Hailsham/Eastbourne are a friendly bunch.

This company staff is very rude, inappropriate and not cooperative at all. When their delivery man came to my house, I kindly requested him to remove or cover his shoes as I have carpet everywhere and my elderly dad is allergic to dust. Not just he rudely refused to remove shoes, shouted on me and he also threatened me to kick me with his shoes so that I can find out why his shoes is called safety shoes.
Avoid them, they are useless, rude and non-corporative bunch of people who are not worth of this NHS service, their contract should immediately terminate.

Outstanding and reliable
Bed chair rollator super delivery staff
Huge thanks

We have to deal with these clowns fairly regularly with equipment deliveries. To say they are disorganised would be the understatement of the century. They are phenomenal. Not only do they lie and tell us equipment will be delivered on a certain day (when it never is for at least another week after constant calls) they are also incredibly rude when you call. Their center in Wellington is run by very rude therapists and receptionists too, it’s clearly another private company who won the contract with the NHS, doing the bare minimum and pocketing a bigger cut. I wish the government or a regulator would step in more with this sort of blantant under service.

Recently experienced this company and had failures and let downs and problems from the word "go", one problem after another, equipment failures, missing, technology for pressure mattress broke down, bed delivered late, again the technology failed but the driver had already cleared off without staying to check everything worked, then more problems getting beds at two houses collected. Absolutely shocking customer service, they expect people to take time off work and stay in all day waiting for Millbrook to turn up and then don't turn up.

My local Millbrook in Milton Keynes are harassing me on a constant basis to come to my home to take away my electric bath lift that they deem to be dangerous. They insist that I have yet a further assessment by occupational therapy before they replace my existing bath lift. My medical condition requires that I lay in a hot bath of water every day to ease my chronic pain,(I have a doctor's letter confirming this)

I could be waiting for a further assessment by occupational therapy for up to 6 months and in that time Millbrook expect me to go without a bath. The woman who keeps phoning me can hardly speak English and i can tell by her attitude that she finds the whole thing funny and is making me upset deliberately.

If Millbrook will not replace the equipment that they cruelly remove leaving me with no way to bath surely they are in breach of the terms and conditions of service.

A new law was passed in 2015 which makes it a criminal offence (wilful neglect) to maliciously deliberately withold vital equipment from a seriously disabled and elderly person and if need be I will seek to enforce the act.

For nearly 2yrs I have been having problems with the same woman in respect of the servicing of the item, she phones me up to book a service some 2 months beforehand resulting in me forgetting that the engineer is coming and every time she phones she has got the same mocking attitude.

I have tried to complain to Millbrook head office on numerous occasions but it is an automated phone line and they have never responded to my messages to phone me back. They are an absolute disgrace and they should lose their contract with local authorities.

If I could give them no stars I would.

Had to have Millbrook out 5 times in the last couple of weeks due to damaged and dirty mattresses. Two air mattresses arrived damaged. When temporally given foam mattresses both of these have been dirty and smelly. The first smelling very strongly of cigarette smoke and the second smelling of urine. Both have had dirty marks on them. Fully and properly decontaminated mattresses should have no visible dirt and most certainly shouldn’t smell of smoke and urine. There are clearly serious hygiene and decontamination issues at Millbrook. Upon phoning Millbrook about this, I was simply told that these smells were due to detergents and storage, which I find very hard to believe and I believe that this is just an excuse for sending mattresses out in such bad and dirty conditions. This is not acceptable and can pose serious health risks.

I have been waiting for a simple automatic can opener to replace my faulty one since sometime in 2020. I have rung multiple times and been told that they are waiting for the item to arrive. Today after calling again over 5 months since the order, I have been informed that it is now discontinued. Nobody contacted me to let me know and I only find out now because I have had to call them again! This is unacceptable, now I have been told they will contact the person who has ordered before and try to get me one. I can go on Amazon and pick one up quite easily but why should I when it is supposed to be provided by them. I am disgusted at this as when I am alone I can’t even open a few one to eat!