Millbrook Healthcare Reviews 

Unable to leave a zero star review, this company are the worst I have ever had the misfortune to have to deal with, they have been ‘dealing’ with my son’s DFG for bathroom adaptions and a door and entry system to our house since July 2019, yes, that’s right, it has taken over two years and constant chasing for this incompetent bunch of people to do very little, how dare they take 17% of the grant for causing such stress. They took so long to authorise the grant that the quotes were out of date, they awarded business to companies who had be never been to our house or discussed my sons individual needs, the only company that did come and quote, weren’t awarded the door contract. They have lied and caused so much stress, the company they subcontracted out to Fedex design limited FDL are no better, no communication, they attached a shower table to the wall without load testing it…. consequently it came away from the wall with my son on it!!!! The company given the door contract arrived to fit it 18th August and surprise... the door ( which they measured 5 separate times by 5 different people) was the wrong size and wasn’t a disabled threshold!!!! Since then I have had 1 phone call to say they can’t tell me when it will be done , blaming Covid for delays. I don’t doubt they are now experiencing these delays, however, had they done the work when they should have we would have been done and unaffected. As it is my 14 year old son asked for independent access to his own house and having just turned 16 still doesn’t have it. We’ll done Millbrook ( slow hand clap) you are a disgrace

Hi, My husband is waiting for a delivery of a wheelchair.
I have phoned our local branch and have been told in so many words that they would email the supplier although there not supposed to several times now and each time I’ve chased it up I’ve been told the supplier hadn’t replied. I’ve left messages on the complaints line and nobody has contacted me as yet . All I want is some kind of time scale or any kind of update . We have stayed home like many others which seems a life time and as the other wheelchair that was supplied was faulty we are unable to make arrangements for anything .Any contact would be appreciated.
Deborah Mackenzie

Avoid this company if you are disabled or sick or caring for a loved one. Lies Lies Lies

We waited forever for a wet room to be installed and finally the day come it was a shambles - they flooded us twice, the manager promised something and delivered something else -

I would say hit them where it hurts and leave a poor review on a social media review platform like trust pilot however Millbrook already has so many one star reviews that one more is not going to make a blind bit of difference.

So the story behind my one star review. Recently Millbrook provided me with a replacement bath lift after my old one gave up the ghost. However, the replacement was not like for like in that the old had a cover fitted to it whereas the replacement did not.

In fact the replacement was a bit of cheap plastic that when sat on in the water offered no traction whatsoever thereby allowing the user to literally float away. In other words the replacement was not fit for purpose!

Not so difficult to understand right? Not unless you’re a Millbrook committee member.

When I spoke with the OT department in my council about this (as they were the ones who appointed Millbrook) they said Millbrook refused to provide a cover for the bath lift unless they (Millbrook) spoke with my carer as to how I transferred on and off the bath lift. When I asked what the hell a bath seat cover had to do with how one transfers on and off a bath lift, nobody could answer me. So in the end I refused to agree to such a such a discussion - both out of principle and consideration for my carer as I did not want her put on the spot ... and also out of sheer stubbornness as their crackpot stipulation made no sense whatsoever.

I repeatedly explained to these mentally challenged health care providers that a bath seat cover has absolutely nothing to do with how one transfers onto a bath lift. When asked to explain their reasoning to the contrary, nobody, not one person could explain to me otherwise. Yet, Gd help us, these people wrote the book when it comes to bureaucracy. Get this..they have a committee of 12 people! to decide whether or not to approve a £50 bath seat cover! They obviously have nothing better to do with their time.

In the end, it became a power struggle with Millbrook saying they would only provide a bath seat cover if they could speak with my carer and me for refusing to allow this - both out of principle and consideration for my carer as I did not want her put on the spot. To my mind their pig ignorance flew in the face common sense and logic. As they say common sense ain’t all that common lol. End result meant purchasing my own cover and to hell with these bureaucratic bird brains.

My experience with occupational therapists in general has taught me that more often than not they are people of limited intelligence who think that just because a person’s legs might not work brilliantly their brain doesn’t either. With me they learn very quickly that not only does the brain work but the mouth works even better lol.

UPDATE

Extraordinary, just unbelievable! The day after I published this review I received a call advising that Millbrook were now going to be removing the bathlift altogether! Talk about spite, these people have it in spades. I shall be glad to have done with these eegits and return their equipment with pleasure and have NOTHING more to do with them EVER again.

July 8, 2021, i had an elaborate ramp installed that I cannot use. I am missing a threshold cover for the raised door frame. It is on perpetual back order. Whilst the customer service agent is completely understanding, I can't use the ranp in it's unfinished state. It's going on 3 months, and the forth is fastly approaching. I want to go into the garden in my wheelchair before winter.

I have telephoned and eMailed this odious shower to report a problem and have received automated assurances that Millbrook “will get back to me”. I have called and mailed to the Local Wellington Branch and their Head Office near Southampton.
They clearly deal with complaints by ignoring all contact.

Appalling service. No one returns your call. Complaint raised no answer. Left message for CEO and no answer..

Caterine thank you for your reply.
Millbrook service is appalling.

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.