"Millbrook Healthcare Kent - Appaling Service"

I have been waiting for a replacement battery for my wheelchair since February?!

My battery charge lasts an hour at most, I am having to charge it constantly. In February I reported the problem. Firstly the engineer came out with the wrong battery so returned them with a promise they would rush an urgent order through. Then on 3 separate occasions an engineer was due to come out and each time I would get a phone call around 9.30 am cancelling the visit. Each time I was told the batteries had gone out to other customers? The last time this happened I spoke with someone and explained i wasn't happy and wanted to speak to someone, I was told they were in a meeting and would call me me back, they didn't. The next day I called and I was told they were busy and would call me back, they didn't. The third day I called and I was told they were at lunch and they would call me back, they didn't?!!

I have now been waiting for a replacement battery since February. I've been told my battery has been given to 3 other service users so I'd be interested to know what sort of system they're using and how they prioritise one service users importance over another. It has been left so long that I am now unable to leave the house as the chair looses it's charge, I'm rendered housebound thanks to Millbrook Healthcare. I am trying to love am independent life and they are stopping me, I've had to cancel physiotherapy appointments as I can't get to them and I've had to increase my care as I can't get out to the shops or to pick up medication etc. This has gone beyond an disabled equality issue, it's a basic human rights issue!

A friend from university works as a researcher for Meridian television, they have already done one report on a similar issue and she is keen for me to do an interview as a follow up. Up until now I've refused, I didn't want to cause a fuss. However, the disregard these people have for my most basic needs is atrocious. Being ignored and not returning my constant telephone calls has swayed me. If I don't hear anything in the next week I will go ahead with the interview, report them to my local social services and take this matter further.

Just because I'm in a wheelchair does not give them the right to ignore me, cast me aside and pretend I don't matter. I do, we do!

If anyone else has experienced a similar service please let me know, my friend would like to speak to you too.

"Really disappointing service"

I was so relieved to find these reviews on Millbrook because I honestly thought I had upset them somehow and that is why I keep receiving such poor service.
I am my wife's carer and have had real problems getting any satisfaction with this company.
It took around 6 months to get her wheelchair repaired even though the initial engineer said it was dangerous. He made a list of parts required and said to take it easy until it was sorted. This was in October.
Around 2 months later we got a call to say parts were in stock and a visit was arranged.
The engineer turned up as planned but didn't know what he was supposed to do and he had no parts!
He decided to make another list and went on his way.
Christmas came and went and I thought I had better call Millbrook as I had heard nothing.
I was fobbed off time and time again until I made a complaint and eventually it was sorted at the end of January
The main wheels were not the right ones and the chap said he would order them....we are still waiting and it is now April.
Unfortunately I needed to contact them again as my wife who had suffered a grade 4 Pressure sore on leaving hospital following a stroke (which took 18 months to heal) was provided with an air cushion as she is wheelchair bound which has kept her injury free for 7 years.
This has now developed a leaking valve which has contributed to the sore re-opening. I take responsibility for that as I should have been more aware but we have had no problems for so long.
I called for an urgent replacement on the Monday, no one called me back.
I called again on Tuesday and was told it was being dealt with by the relevant department. No one called me back.
I sent an email on Wednesday explaining how vital this cushion was to prevent her being confined to bed but I have had no reply. It is now Thursday evening.
I really don't know what else I can do.
We always had brilliant service from the NHS before the service was transferred but now it is awful and I am going to take this matter further.
Life is pretty grim for many disabled people without the added stress of having to deal with a "Healthcare Service" that appears not to care.
Really disappointed!

"Total Sham of a Service"

I have been waiting for at least 6
months for a new wheelchair because mine is at least 3 inches too big. It has been even longer for a new cushion, which is now cracked in the gel part as well other areas, it is flat and hard, and I'm a full-time wheelchair user that is now having a lot of backache as well, now my handrim covers need changing too, I am not holding my breath. Every phone call that I have made has not got me anywhere, me and my Husband are now severely annoyed and disappointed with the service. The only good thing it has going for it is the excellent wheelchair repairman/engineer that I have had for the 19 years I have been a full-time wheelchair user, at least he was kept on. Considering what I do if this is not sorted within the next 4 weeks I will be taking it further.

"Needs to get its act together."

Tried to donate some medical equipment in excellent condition to them for re-use as a part of their advertised "Equipment Return" service, & instead of gratitude & efficiency I was mucked around for weeks with 1/2 answers + unanswered messages left for people who didn't even bother to reply. Have now donated the equipment to the British Heart Foundation instead who were much more professional. I wouldn't like to be reliant on this company for anything, let alone medical assistance, & reading the other comments here it would appear it has a problem with basic efficiency.

"Very bad service"

Very bad service, I was told that parts for my wheel chair that were ordered in August 2017, would be here by the 2nd week of November 2017. It is now 8th March 2018 and I am still waiting. When I speak to the so called services department all they can tell me is that the parts are on order and, you cannot speak to anyone other than their call centre. No one ever calls back when they say they will. They don't realise that I have to rely on my wheel chair every day and without it I cannot carry out daily activities or even leave the house, they don't seem to be bothered or concerned about their customers. I feel very disappointed and let down with the service provided.

"Awful dangerous company"

Awful dangerous company! Had a hip replacement and equipment was ordered for my safe return home. Did not deliver despite me calling several times the day I was told by them they were delivering. Was told that they hadn't attempted delivery and were on their way. We have multiple contact numbers. Someone was at the property all day. When they missed their deadline they were closed. Emergency line told us we had missed the delivery. Lie. And why didn't they call, then were told the equipment was out of stock, which made the lie complete. Then were told the supervisor for the day was uncontactable, and that nothing could be done until after the weekend. To little to late. Will hold them liable if I suffer any damage for them not supplying the equipment nor communicating.

"Excellent service"

I would like to praise Rachel for sorting out the mattress order for my mother in law, promptly and efficiently. Many thanks.

"Very poor service takes weeks to get a …"

Very poor service takes weeks to get a repair sorted no communication with very inflexible hours 9-4 for a repair do they think wheelchair
Users have nothing better to do than wait than wait in all day ? I caretainly have !
And they dont turn up for booked appointments and give feeble excuses why without even calling you to say the works not happening .
Shamefull work practice

"terrible service every time"

almost never keep appointments