“If you worked all ur life and ur left in the hands of NRS healthcare towards ur end of time then consider it as a sentence to hell. Absolutely disgusting Mangers they must had picked it from the CEO.”
“This is by far the worst company I have dealt with and still trying to deal with. Following the decease of my mother, contacted them to collect medical equipment. They are very quick to say the job has been scheduled but just never turned up. Numerous phone calls and each time promised someone will come, but nothing. It is a difficult time for the family and having to call them constantly and waiting by the phone just adding tremendous amount of distress. This has been going on for 2 weeks now and still the same, someone will come, but no one does!”
“As usual NRS screw up, how did the management of this company even get the contract. Absolutely no idea how to run this service and costing the NHS £100'000's
in failed discharges. Bring back mediquip and get rid of this bunch of greedy useless scumbags. NO STARS!!”
“Terrible company. There is honestly nothing that this company does right. NRS displays items that are apparently in stock however will not deliver for days and weeks despite the order being put through as an emergency item. They report on their system that the reason they are not delivering is due to the client requesting a later date or the client not answering their phone. They lie about both these situations repetitively, often stating the client is not home when clients have had no contact from NRS and are housebound (therefore always home). When the OT/PT's in our team call to chase up the items they then inform us that the items are actually out of stock, however do not report this on their software. The OT/PT's spend hours every day waiting on the phone to NRS, and somehow it is our responsibility as OT/PT's to constantly chase them up and make sure deliveries are booked.
I have had several patients admitted to hospital due to these issues. It severely delays physiotherapy and occupational therapy input due to lack of equipment. I have had several care agencies pull out of supporting patients because they do not want to injure themselves because of the lack of equipment. I have not once had equipment delivered on time, despite constant calls to NRS and chasing them up. I constantly am escalating orders and complaining, and yet nothing comes of it and I receive no contact from their 'escalation support team'. I do not recommend any NHS trust use NRS for equipment supply. I hope we abolish the contracts with NRS very very soon because the service is terrible.”
“They were supposed to deliver something last week didn’t turn up and when we finally got in contact with them, they said oh it’s just gone out of stock, we should have it next week
They turned up at 1 o’clock today as arranged and said oh there’s a part missing rung the office and said it will be here in an hour which would’ve been shall we say around 2:30?
That OT could not get hold of them all afternoon and disgustingly. No contact was made with us until 20 to 6 when they said they were unable to make it. Please bring back Medequip it’s not the first time I’ve had problems with Nrs they are disgusting”
“Absolutely disgusted with the service they provided to be honest there is nothing good I can say about them from customer service,adviser, management and delivery man. Absolutely disgusting”
“This is the worst experiences I have had to date!! Their customer service advisors are unhelpful, hang up the phone on you. When you make a complaint the manager does not call you. The delivery drivers don't wait for the door to be answered before driving off even though they know it's disabled customers. Delivery Driver's turn up outside the time span agreed and don't call ahead when requested. You wait for an hour on a average for NRS Healthcare to pick up the phone When calling them. NRS Healthcare should be put on notice, their conttact terminated and given back to MEDIQUIP.”
“A truly terrible company. I ordered a wheelchair and two pressure cushions. 4 months later still no sign.
They don’t answers the phone, lie when they do answer and are rude and aggressive if you complain.
A wonderful example of NHS outsourcing, useless, incompetent, unreliable and unaccountable.”
“Very poor from start to finish companies like this let the NHS down with their very poor service. We had some equipment delivered that was 1st bad they were supposed to call 2 hours before to allow us to get my very sick mother out of her bed no call guy turned and threatened to leave because we were not ready. 2nd time they were to collect given a day I was there all day no show and the guy advised his depot that there was no answer. When it was the hottest day of the year and I had all the doors open and from where I was seated i could see the front door lies. On the phone for one and a half hours only to be told that lie. Then arranged for collection with an half an hour call to be made before their arrival no call no arrival. I have now emailed the company with where the equipment will be outside now for collection and a date it will be ready for collection. One failure ok two bad luck three very bad company. Trouble we can't go elsewhere but the NHS can when renewing the contract.”
“Experience as a Tower Hamlets resident: Appointments arranged are a fallacy - no one turns up; appointments 'rescheduled' without any notification or credible reason - even after following up with NRS to confirm; untruthful/incorrect live updates given (ie. items are on route and 'will be delivered today' (after 4th, 5th, 6th appointment and chase ups'); misinformation as provided by Service Centre operatives / or in texts received; requests for managers to call back seemingly ignored. Incompetence and failures of this company mean that vulnerable people, at end of life, and/or in pain, experience increased risk of injury, avoidable pain, and suffering. Health care professionals, carers, and family members, experience anguish as they are unable to properly look after patients and loved ones due to not having equipment as ordered. Fruitless days taken off work, or set aside, endless wasted time and energy taken up with trying to get things sorted out for deliveries / collections that never occur. Apparently, no direct line or communication available in order to contact managers (when you want to complain to someone in authority), even after 'escalation' of chase up/complaint; drivers unable to be contacted, or tracked, by service team. There is no option for service user to request for 'technician to dismantle old bed', so, after being assured that medical bed will be delivered, and arranging for current bed to be dismantled, when it (inevitably) doesn't arrive, you have to somehow manage to reassemble the dismantled bed. How are single people, those that are infirm, or are physically unable to do this, expected to manage especially when NRS 'break the chain' of any arrangements by not turning up. This company has a complete disregard, understanding, or knowledge, of the needs of service users, and the unbearable negative impact of their unreliability, incompetence, and 'inconsistent truths' upon all involved in caring. If there is any option not to use NRS, do not use. Based on their performance, and non service, you would not buy furniture for delivery from this company so, how are they allowed to operate within the NHS structure? Whoever is in charge of procuring, or monitoring, this particular contract, should get their act together and take action. For me, I have written to the NHS asking for an explanation of NRS services, and will be writing to my MP to make her aware of what is happening regarding 'real life experience' of NRS.”
“NRS is the worst company I ever had to deal with. The occupational therapist order my mum a new chair. It’s took 5 months for this to be delivered. NRS had the audacity to deliver a broken unserviced and uncleaned Chair. This breaches all health and safety and infection control regulations.
When I chased this up, they claimed they do not deliver new chair only refurbished chair which is a lie. After complaining, the broken chair was picked up and they promised to deliver a replacement chair.
For days I have received lie after lie that they either have no records of my call and compliant or they came to the property and no one was home or they called for the delivery and no one picked up the phone. This was just bare face lies.
This company NRS is cruel and has no empathy to the elderly that depends on its service. I feel heart broken for the service users who may not have someone to advocate for them.
NRS Healtjcare is both worth the 1 star I gave them. Their service is substandard and sub human.”
“This company is the worst service provider I have ever encountered, customer service is chaotic and you can not trust a word they say because it's a lip service system, customer service has zero trustworthiness as it's disconnected from the delivery side of the operation, although you will hear the right vibes the truth is that delivery dept are not connected to customer services they do what they want when they want and have no synergy with the customer service dept. The drivers are rude have nothing good to say about their employer don't have the tools to do the job and are disgruntled employees. On 4 occasions I was told a delivery will take place and every time no one turned up! On a few occasions drivers claimed no one was home and my Cctv proved otherwise as no one had showed up, when they did show up the driver was rude and unfriendly and caused me a lot of stress and he was intimidating. Even their emails don't make sense I am bewildered how they are given a huge responsibility to help and support people in communities who have serious medical problems and are extremely vulnerable, as this service provider add to their problems, it's impossible to believe anything they say.. Very disorganised poor service provider NHS need to take responsibility and take corrective action as this company do more harm than good.”
“Awful company, had a fault develop on my lightweight walker, they made it as difficult as they could to rectify the situation.
Telling me me to dismantle and box the Walker up, send it back to them for inspection and wouldn't confirm length of time I would be without it.
Healthcare...??...they couldn't care less...”
“They promised a call back, waited ALL DAY. It didn't happen. Tried to call them. Took the "press star and we will call back" option. They didn't. So far I have held today for 3hours and 20minutes. A recorded message keeps telling me how appreciative they are of my patience.
They are a useless, lying waste of space. Don't bother with them. Unfortunately there is no zero stars option.”
“Truly dreadful. they tell you when they are going to come without any consultation and then refuse to make any accommodation if you need somebody else there. Terrible rude staff on the phone line which is expensive. I give it one star because I can't give it 0.”
“Called company reference my wife’s air bed they supplied, message says hit star for call back don’t bother they don’t. When I eventually got through to arrange repair of faulty air bed they said they would send engineer in a 6 hour window, how do organise carers to be there to hoist someone out of a bed on that lead time. Call handlers really unhelpful just what you need when a love one is at end of life. Also phoned them 4 weeks ago to pick up unwanted items still here obviously charging rental to health service for goods that should have been collected a long time ago, maybe needs looking into.”
“My Mum died on 19 August after a new bed was delivered by NRS. It was already late and the headboard did not arrive anyway. It never has. As NRS have a 14 day return policy I called them a day after Mum's death to arrange a return and refund. It took a long time for them to find the order and they said they would arrange a collection. A week later nothing had happened. I needed to return to work at this point and could no longer be at the house. I called and yet again it took an age to find my details. I then got a call back from customer services who said that their manager had to sign it off and had done nothing with it. But they would arrange a return. Then nothing. Finally I got a call from a logistics person on 10th September (21 days after my first call). They picked up the bed on 14th September (these guys were good - but not part of NRS). I was told by NRS that it would take two weeks (!) to inspect the bed and issue a refund. I have had no news since. As I cannot view my Mum's old bank account I cannot tell if there was a refund. I called them last week to find out (my trust has worn thin). The customer services person could find no details relating to my Mum. The previous reference (that they had no issue with before) now does not work - this is the reference my Mum wrote down when she ordered!. Nor did her name, postcode, full address. How can a system work for one person and not another? I was told there are different access levels. I asked for a manager but was told that they would call back same day or next - no call. It is now 11 October and I have been on hold for 45 minutes. I don't think they care very much about customer service.
This has been particularly hard to deal with at the same time as a bereavement. They have been aware of this throughout. I have had to deal with multiple companies on behalf of Mum and NRS stand out as the only one that have caused issues for me. Their disorganisation and lack of care stand out as one of the worst experiences I have had for some years.
My next step is to attempt to find out if there was a refund. I have been unable to close my Mum's account because of this and standing orders have been going out to other companies that I cannot stop. This means that the NRS delay has caused losses for us (they are aware I am waiting on them). It is such a shame that they have messed up what should be a simple process and I am now thinking that a solicitor and/or small claims court are my next step.”
