"We waited in all day for someone to…"

We waited in all day for someone to look at wife's wheelchair, she has great trouble using the controller so asked for one on the back, we waited just to be told he can't make it, we thought it was an O.T. coming out not a repair guy what do he know about my wife's illness I feel this company has a very lackluster way of dealing with customers

"I was referred by my GP two and a half…"

I was referred by my GP two and a half years ago as she felt I needed a wheelchair I heard nothing for 18 months I phoned millbrook 12 months ago they said they would contact me soon, 9 months later I rang again to be told they had never received a referral from my GP when I pointed out she had emailed it in my presence I was told she must have sent it to the wrong place! I then asked why I had not been told this before and how they had my contact details, they did not know, this was six weeks ago, imagine my surprise when I got a phone call two days ago saying it would be delivered this week I wait with interest to see if it turns up.

"There is something seriously wrong with…"

There is something seriously wrong with this organisation.

My wife was in hospital (the Snowdon Neurological Unit) from early in March of this year until the 16th May. During her stay there it was identified that she needed a different wheelchair to the simple base model she already had, this had been sufficient while she could still weight bear but was no longer considered to be satisfactory for her by both the Physiotherapy team and the Occupational Therapists.

Your organisation was contacted and the hospital was informed that an assessment on my wife could only be carried out at your premises or at our home. This may be your policy but it is clearly wrong, if you can carry out an assessment at our home then you can do it anywhere. When my wife eventually had her assessment I did enquire as to why this was, but the only answer I got was an unsatisfactory:- “That's just not something we do.” I could easily speculate as to a couple of reasons for this, but you already know the answer and I know you won't share it with me.

Moving on, when my wife was discharged from hospital on the 16th May 2018 it took me a couple of weeks to get into some sort of routine, my front door would have been better as a revolving door and I nearly binned the telephone several times. I did eventually remember the need for a new wheelchair and made contact directly with your organisation. A home assessment would have been several weeks (months in reality) in the future but things could be speeded up if we could get to your premises. This was not possible at the time unless we had hired a wheelchair accessible vehicle/taxi. On the 20th June, we had a hoist fitted to our own vehicle which enabled my wife to travel again. I duly contacted you again and an assessment appointment was made for the 28th June.

At the assessment, many measurements were taken and physical features considered and a format/design for the wheelchair was agreed by your technicians. The one thing that I now realise was missing from this assessment was some sort of strength test. My wife is completely unable to actually control a wheelchair in the way that someone with good arm/hand strength would be able to, for instance, she definitely couldn't turn on the spot by holding one wheel stationary and moving the other one.

After what seemed like a very long wait (but was within the 12 week time frame that we had been advised) we received a phone call to say that the wheelchair would be delivered to us at home on the 28/8 between 9:00 and 12:00 – it wasn't.

After a couple of telephone discussions we were told (and received a confirmatory letter) that it would be delivered on the 5/9 between 12:00 and 16:00 – it wasn't.

More telephone conversations ensued during which it transpired that the wheelchair wasn't even completely assembled as the Matrx back wasn't yet at your premises!

We then had a phone call to ask us to come and collect the wheelchair from your premises at Chandlers Ford on the 18/9 at 12:30. We arrived on time (ten minutes early actually) and were shown to the waiting room/corridor. After almost an hour, I returned to reception to enquire as to the situation with our appointment. The receptionist was unable to access any information on the computer there and said they would have to go upstairs to check. I returned to my wife and waited a while longer. At about 13:50 I had gone outside for a nicotine break and my wife was approached and told that it wouldn't be much longer.

It was approximately 14:15 when we were ushered into the fitting room, the clinician then told us that she had been at home and that we should have had a letter cancelling the appointment. We hadn't, and that letter is still yet to arrive.

The fitting proceeded and several adjustments were made, including to the width by removing the spacers from the handrims as the chair was considerably wider than the old one and it was obvious to me that this was going to cause a problem. In hindsight I should have smelt a rat here as my wife needed a smaller chair not a larger one.

We got home and the full scope of the problem was soon revealed. The chair will not physically go through the doorways into either the kitchen or the bathroom. Because of the difficulty that my wife has with manoeuvring the chair she cannot get it into or out of the other two rooms that we have, namely the lounge/diner and our bedroom. I now have to push my wife wherever she wants to go, even I have to reverse the wheelchair into the bedroom as there is insufficient room to perform a 180° turn in readiness to hoist her from the chair to the bed, I also often have to physically lift the back end of the chair just to turn a bit tighter as the chair is considerably longer that her previous chair. I had already moved some of our furniture to accommodate the first wheelchair and then again when a hoist became a necessity, there is no more wiggle room in this respect.

My wife was all set to reject the chair immediately but I persuaded her to give it a few days to see if we could iron out any problems and somehow improve matters, but over the next few days it was obvious that nothing could be done, in fact further problems came to light. My wife's previous chair had a seat width of 400mm and was considered to be too large, this new chair has a seat width of 450mm, and even with the Matrx back, when she is tired and slumps a little she slips forward in the chair and the Matrx back is then doing nothing to support her and the extra width also contributes to making this worse. A little research into the chair, (an Invacare Action 4 NG) reveals that it is available in several seat widths starting at 350mm and getting wider in 25mm increments up to 605mm. Why a 450mm seat was deemed to be appropriate by apparent experts I really don't know.

Further research also tells me that larger front casters are more difficult when it comes to manoeuvrability, I can attest to this as when I've tried the chair my self and indeed when pushing it, it can be difficult to achieve a change in direction especially from a stationary position. If I struggle with it I can fully understand why it's unusable for my wife. So why does it have 200mm front castors?

To recap the problems with the chair, it's too large for my wife, it's too large for our property, it doesn't support my wife's back correctly, it's unfinished in that we are still waiting for a gel cushion and pommel, it's almost impossible for my wife to propel herself and she certainly can't manoeuvre it through tight spaces, the front castors are too large.

I began to attempt to get these problems solved by telephoning on 24/9 and explained all the problems, I was promised a return phone call. I was called back quite soon as the caller wanted to know the name of my wife's GP. No other return call was made.

I called again on 26/9 and had to explain everything once more to a different person; again a return call was promised by the end of the next day. This didn't happen,

I tried again on 28/9 and spoke to same person as on the 24th, unbelievably I still had to explain everything yet again and was told it would passed on to the “Booking Team”

I waited a few days and called again on 3/10 and yes, had to explain all the problems once again. I was promised that it would be looked into and I would receive return phone call with some information by 17:00 on 4/10.

It's now 17:20 on 4/10 and once again, no phone call.

"The worst of the worst"

The worst of the worst I have had to make a formal complaint. Been told so many stories and told we will phone you back and they never do it's about a wheelchair I had my leg amputated in May this year Millbrook health care lost the paper work then they found it in a tray then I was told they sent it off then I was told no we have not .people as you can see I was told so many different things I got my GP on the case GP phoned them up told they would ring the GP back you got it they never did my GP is having meetings with other doctors about Millbrook health care in Southampton wheelchair service as it is so poor I will be going to the ombudsmen about the wheelchair service in Southampton we phoned up today told we have to wait for a phone call on Wednesday for a date I am so lost why does it take 2 days to give someone a date or is it a story time again .what is most upsetting we had a holiday booked to go away now by the looks of things we will not be going as I have no wheelchair that I can use

"No Care or Compassion what so ever!"

No Care or Compassion what so ever!

Our 3 year old daughter was referred to Millbrook by our OT as she is not yet walking and our mainstream buggy is on its way out. Waited weeks for an appointment so called them and explained that we were getting desperate. Just got shrugged off with 'we have a backlog'. An 'assessment' appointment finally came through a few weeks later. Greeted by an OT? who proceeds to tell us that the Major Elite would be our best bet (without even seeing our daughter sat in it). Before she went to get it for us to try, I raised my concerns about my daughter ability to sit up straight and always looking slumps in buggies, so she said well ill bring a wheelchair as well but I don't think that will work as shes so young. Low and behold we put her in the maclaren (after the OT proceeded to show me how light, easy to move etc it was clearly trying to sell me the cheaper option) and within a minute our daughter was slumped to one side and looked like she could have got another child in beside her! She immediately said well that's not going to work lets try the chair, daughter sat upright , happy , back nice and supported. THen the OT starts the well the wheelchair would be better ...treat her like a toddler not a baby in it, use at restaurants etc....all great but are these really the only 2 options they have to offer....clearly the cheapest.

Then we get told 8-9 weeks wait due to supplier outside the UK! Fast forward 7 weeks, we get a letter in the post, chair arrived, appointment to collect...10 working days time and mid way through our only family holiday this year....rang then up explained, that we were going on holiday that week and to have the chair before would make a huge difference to our holiday as we would be out and about everyday, still struggling by with the buggy which now has a dodgy wheel. Also told them we are going to motability show at the weekend and as first time wheelchair users it would be great to have it with us for that as well....response.....a stone cold, 'we don't have any earlier appointments', we spoke to our physio for help , she got a no too, my partner tried again and then they tried to say we hadn't even confirmed that appointment for the week after our holiday which I made on the phone!!! A little customer service goes a long way, if that was me, staying 1/2 hr later or cutting my lunch short to be able to know a family had what would make their lives easier....no MIllbrook....they have our NHS's money yet don't want to provide even a half decent service!

Wouldn't mind if they were rushed off their feet when we visited, but there was only us and one other user in the building when we went and staff seemed very slow paced and relaxed! No sense of urgency to greet us on time at all!

"Where to begin......I have secondary…"

Where to begin......I have secondary progressive multiple sclerosis. Life is hard enough but Millbrook Healthcare have taken me to a very dark place. I cannot walk at all and over 2 years ago I finally had my assessment. I was assessed over the phone! They asked my weight and size and 9 months later a wheelchair arrived. The engineer had to lift it through my front door .....it was huge! I weigh 10 stone so why this huge chair? The engineer had to take it back because it was no good for me unless i wanted to live in my kitchen!18 months passed before I completely broke down. Houseband for 2 years now, still no wheelchair. After chasing over and over I finally got an assessment at Millbrook. Impossible as i couldn't easily get there! After the assessment i was told "you have slipped through the net!!!!". I waited another 10 weeks?!?!. I've had to re learn how to get about but after grit amd determination i managed it. 10 months later the stabiliser broke. I've been housebound since. The engineer failed to turn up twice......im still waiting.....can't get to any appointments, therapy, Dr......im just stuck again. Im now on anti depressents........I have a devastating illness and my life is nothing......just existing and pointless.....I've worked all of my life and paid my taxes so why why why why? Thanks Millbrook

"Would give no stars if I could"

Would give no stars if I could. Keep changing delivery times. Given 10 to 2 appointment and still not turned up. No contact from company.

"Is this company for real?"

Is this company for real?
Ref: Order No. 92682256
The Millbrook healthcare engineer called at our home today at about 11am. He
arrived with the back wheels, but again without the front castors. I can't take my partner to appointments, until his wheelchair is repaired. This is the second visit from your engineer and both times he has turned up without the front castors. Millbrook you have just been given a lot of money, but what are you spending it on ? And yes we have sent
a email to feedback, but so far no reply! We are so very annoyed ☹️

"No Stars and a complete joke of a company!"

I would give no stars! This company is a complete Joke! They leave people with mobility disabilities completely housebound . Then blame funding cut backs and a backlog from when they took over! Expect a long wait for the parts and an engineer sent out with the incomplete order . Parts have to be reordered, so more wait! Clients are not being telephoned to say that the parts are now in. The client has to phone and chase things up ! I'm unable to take my partner to the doctors ! An engineer called on Thursday 2nd August and was unable to fit the front casters to the wheelchair, because he was given only one and the wheelchair cushion. My partner was told to go to Ashford and they can fit the casters quicker, but my partner is housebound without
his wheelchair and someone push the wheelchair! A very bad company !

"I was told by my husband's OR that…"

I was told by my husband's OT that since Milbrook took over, things have really dreadful, long waits, endless excuses, poor customer relations. Not good enough Milbrook.