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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 Out Patient Department and Main Entrance Foyer, and Hospital Telephone Operators

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 19.45pm.
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.
  • If you have particular requirements regarding access to our services and facilities, or if your first language is not Maltese or English, please tell us in advance of your visit so that where possible, appropriate arrangements can be put in place.

Answering Correspondence

  • We will acknowledge your letters, emails and faxes requiring a response within two working days of receipt.
  • We will respond in full to your letters, emails and faxes, requiring a response, within 10 working days of receipt.
  • If we can’t deal with your letters, emails and faxes fully within 10 working days we will contact you and let you know when you can expect a full response.
  • 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 complaint: - by visiting the office concerned – a formal document which is available at our department also can be found on this site. - by telephone - by letter, e-mail or fax.
  • 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. If we are unable to do this we will explain why and offer you an appointment.
  • 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 aim to answer telephone calls within 20 seconds between the hours of 8.00 am and 19.45 pm Monday to Sunday.
  • 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; and What we ask of you
  • Be polite and considerate to our staff and other customers;
  • Be on time and honor appointments especially in other departments.

If you are responding to correspondence from us, please quote your reference/ticket number and 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 preferably using the suggestion form available around the hospital or through this website 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 25454182/4, email us through the link on this website, or write to the unit itself, addressing the enquiry to:
The Manager,
Customer Care Unit,
Mater Dei Hospital,
Msida.

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

E-Mail : customercare.mdh@gov.mt or mdh@gov.mt
Conventional Mail: The Manager,
Customer Care Unit,
Mater Dei Hospital,
B’Kara.

If you have questions about how to file your complaint, you may contact us on 25454182/4 or through our main calling system 25450000 Monday to Sunday, 8:00 a.m. to 19:30 p.m.