"A real "Jobsworth" outfit"

A real "Jobsworth" outfit. They seem to have no understanding of the problems that carers have when dealing with elderly vulnerable people. When dealing with the very elderly relative of a very very old person they offered no assistance at all. I have had wrong items delivered, and the equipment they eventually fitted made things worse not better. They will not give a delivery time (or even an approximate delivery time) and all the operatives I've met have been really grumpy people who clearly hate their jobs. On the last occasion they were supposed to phone me an hour before arrival, but I got a call to say they were outside the premises and couldn't get in. In my opinion, a complete shambles.

"Absolutely disgraceful company! Avoid at all costs."

Absolutely disgraceful! Was assessed by an OT for my wheelchair, after waiting a ridiculous amount of time to collect the chair & having chased them for weeks to even get to that point, I arrived to what I can only call a car crash of a wheelchair! It wasn’t what we’d agreed on. The frame was correct but every other part was wrong & none of it matched, it was all odd bits they’d got from the store room & stuck on it! It looked a mess & was very uncomfortable. I complained & said there was no way I could use it. More weeks passed & I kept chasing them, I was then invited in for another assessment with a manager, the OT & the engineer to see what needed changing on the chair. 2.5 hours later we’d come to an agreement. Another couple of months later, kept being fobbed off on the phone to say the parts weren’t in yet. I then emailed the manager & got no reply. Today I decided to call them again - I got an answer phone message saying they no longer had the contract for Lincolnshire wheelchairs & to contact this other company. I’m absolutely floored that no one let me know. I still have no chair & it’s been over 6 months of waiting!! The new company have been handed so much back log that they can’t even give me an estimate of the wait time so the waiting continues. Atrocious way to treat disabled people. I’m only 37yrs old & due to a spinal cord injury have been stuck inside for months due to Millbrooks incompetence 😡😡😡

"This review is about a service engineer only and not the company as a whole."

This review is only about the engineer and no one else. He came out to repair my son's wheelchair today that had stopped working. 5/04/2019 John W you were fantastic, friendly and very efficient! You fixed the problem in no time at all really. You are a credit to the company. It's nice for a change to write my second complimentary review on one of the service engineers.

For a way forward It might help if Millbrooks had a meeting locally and invited carers and service users to express their opinions on their service throughout the first phone call to repair. Some departments are great in Millbrook but others certainly need looking into.

"Bad service from Millbrook"

2 years ago I was supplied with a riser recliner chair this was fine. Recently chair broke and a replacement supplied. This one is a very, poorly made product just Lumps of wood poorly cushioned. Resembles old one button poorl done I've suffered from very severe hip pain. Also they only have one size to fit all users this is an inadequate provision for vulnerable people. This company is unprofessional and offer very poor products and services.

"Wasting council money and no compassion"

Have equipment removed when not needed to be removed and them has taken over 10 months to replace and it still isn't replaced with a working model. Seems to be a complete belief that as socail services foot the bill it doesn't matter if they choose a much more expensive route than anyone with common sense would take. I have asked to put a formal complaint through about 10 times and have been told each time a form will be sent that hasn't. It seems ridiculous I have to call my occupational therapist in order to get any information or any products prescribed but taken and not replaced by Millbrook. They just seem to have no compassion and seem to be spending council money as though they are billionaires

"22nd meeting the "Joe" public."

22nd meeting the "Joe" public.
If your disability is not a box ticker, then one is left to wait. Loads of percentages facts and figures. A host of apologies but "moving forward" those who are waiting years, will still waiting.
Complaining to MPs, CCG, Healthwatch offices, social media has been done.
If you can be bothered carry on.The meeting ended, with email and phone numbers taken of those who are being ignored.
Clearly the job is too big for Millbrook.
Try again ?

"A lot of room for improvement"

My experience of dealing with Millbrook Healthcare has been very poor. A job labelled as a priority and urgent to be completed in three days took months of waiting and chasing.

The decision for them to be used as the NHS repairs and referral managers needs to be reassessed as soon as possible. I feel a chunk of NHS money is being wasted here.

I've been a wheelchair user for 30 years and use it everyday for everything.

Lack of communication, compassion, empathy and knowledge causes frustration in my experience.

"Do you really want my honest…"

Do you really want my honest experience? How long have you got? Millbrook Healthcare are the very worst company I have ever had to deal with. It takes ages to get them to answer the phone 15-20 minutes on average. Then they say they will phone you back but they don’t so you ring in again and waste another 20 minutes getting through. Then you just get lies than originate from the so called engineer. At the moment my sons wheelchair has 2 seat belts on. The original broken one which was left on so it gets trapped in the spokes of the wheels and a second temporary one that has already come off one side and has been tied back on by us. The new seatbelt was taken all the way to my sons day centre(17 miles)only to be handed to the female manager who was told it’s easy to fit I will leave it with you! She in fact put it in his bag to come home. I have tried to fit it but it isn’t easy and I split my finger trying. Even if I could have fitted it the temporary one is bolted to the frame so presumably I’m expected to get some spanner’s out as well! All this while caring for my 31 year old disabled son who has challenging behaviour. It’s disgusting service but unfortunately the last of many many bad experiences. Oh yes and when I asked for a complaints email address I was given one that didn’t exist, nice touch.

"Appalling Service"

I received a letter from Millbrook Healthcare addressed to my husband who had died 4 weeks prior to this. The letter was regarding the transfer of a wheelchair service to AJM Healthcare. Given that my late husband never had a wheelchair and all this was a total mystery to me I tried to telephone Millbrook. My first attempt was that I had come through to the wrong department, I would have to re-dial, second attempt I was concerned that the complaints department is merely a voicemail and my third attempt I just got cut off. I have just seen the reviews left on here and am wondering how such a company is still operating and providing a "service" to the NHS. Is this why wheelchair services in Lincolnshire are being transferred to AJM Healthcare ?

"Don't care about damage caused"

Millbrook delivered and put together a bed and damaged our wooden floor. I have contacted the local centre and nothing. I have contacted head office and again nothing. They are absolutely useless and I am now going to have to take it further to get the floor repaired.