Customer Care

Mission and Vision

Our main objective is to “ensure that services delivered throughout the hospital meet the needs of customers whilst providing them with a point of contact and access to hospital information and service”.

The Department

The Customer Care Department incorporates 3 sections under its remit. These are Customer Care Unit, Main Reception Desks at MDH Out Patient Department, MDH Main Entrance Foyer and SAMOC Main Entrance Foyer.

Where can you find us?

Our unit is situated on the left side of the main entrance foyer. In case of difficulties, enquiries can be made with the Main Reception in the Main Entrance of this hospital.

Our offices are open from Monday to Sunday between 7.45am to 7.45pm.

No service is available during late evenings and nights.

Customer Care Unit’s standard information

This information tells you about the core customer standards of service that you can expect to receive from us.

We aim to provide you with an accessible, quality service in the most efficient, effective and timely manner possible.

Answering Correspondence

• We will acknowledge your letters and emails requiring a response within two working days of receipt.
• We will respond in full to your letters and emails requiring a response, within 10 working days of receipt.
• If we can’t deal with your letters and emails fully within 10 working days we will contact you with an update.
• We will provide contact details of the person dealing with your enquiry.

Freedom of Information, Comments and Enquiries

• If you are unhappy with the quality of service or the manner in which the service was provided then please tell us about it. We want to resolve your enquiry quickly.
• You can make a complaint informally to the person you have been dealing with. But if you still feel dissatisfied you can use our formal complaints procedure.
• You can make a formal complaint in writing via email or by filling in – a formal document which is available at our department also can be found on this site.
• If you enquire or comment, we – will acknowledge your complaint within two working days; – aim to reply within 10 working days; – will inform you if it’s going to take longer; and – will try to learn from your complaint to improve the quality of our service.
• You can get more information on how to enquire by contacting directly our department on the numbers shown at the end of this information leaflet.

Our Service Standards Seeing Callers to our Offices

• We will try to see you within 10 minutes if you call to see us directly at our department.
• We will treat you in a courteous and helpful manner.
• We will ensure our reception areas and meeting facilities are clean, comfortable and accessible.

Answering Telephone Calls

• We will identify ourselves by name when answering the telephone.
• We will try to answer your query immediately. If this is not possible we will advise you why there is a delay and return your call within one working day.

Informing the Customer

• You can obtain information on our services from this office or from this website.
• This information will contain contact details including a telephone number, office address and email address.

Our Values – We aim to:

• Treat you with respect and be polite and helpful in all our dealings with you.
• Treat you fairly and be open and honest.
• Comply with our statutory duties to make sure you receive equality of service.

What we ask of you:

• Be polite and considerate to our staff and other customers.
• Be on time and honour appointments especially in other departments.

If you are responding to correspondence from us, please use the contact details you were given.

If you wish to meet a particular member of staff, to ensure they are available, we recommend that you make an appointment or phone before.

Please feel free to comment or suggest improvements to our services via email or from our offices.

If you have concerns about the care you have received at our hospital, we would like to hear about it. Please contact our Department at +356 2545 4184, email us through the link on this website, or write to the unit itself, addressing the enquiry to:

Head of Customer Care,
Customer Care Unit,
Mater Dei Hospital,
Msida

We are always looking for ways to improve the quality of care we provide to our patients.

Email: [email protected]

Conventional Mail:

Head of Customer Care
Customer Care Unit,
Mater Dei Hospital,
Msida

If you have questions about how to file your complaint, you may contact us on +356 2545 4184 or through our main calling system +356 2545 0000 Monday to Sunday, 8:00 a.m. to 7:30 p.m.