Saint James Hospital Group is renowned for its outstanding medical service in the Maltese private health sector. We believe that our customers must find a guaranteed, safe and reliable host when their health is at stake. Therefore, we are committed to offering a service which accommodates our clients in all respects, from an excellent service that is delivered according to international standards, right down to their pockets. We offer complete medical packages in state-of-the-art hospitals and facilities, manned by internationally qualified Surgeons who have extensive experience in a wide range of medical fields. Upon receiving your enquiry, we will contact you and answer any queries you may have on both medical and non-medical aspects of your enquiry.
Step-by-Step Customer Care
Every client has specific requirements which we address in a unique and specialised way. We therefore take great care to ensure that we assess and re-assess your needs rigorously throughout the cycle of your medical procedure and care and keep you informed every step of the way. For peace of mind, we assign a key member of our hospital team as your personal contact.
1. Your Enquiry
When you contact us by email or through our helplines, you can rest assured that your enquiry is being handled by staff trained and experienced in a medical environment. Our customer care representatives follow up your enquiry within 24 hours. We then open a file documenting the nature of your enquiry and any other relevant, initial medical details, which we pass on to our team of doctors.
2. Follow Up
Your enquiry is reviewed meticulously and is then followed up with a proposal centred around the surgical treatment or intervention you require. Our feedback includes details of the most suitable intervention you might need, together with information on the type of pre-operative tests required and advice on the basic investigations and examinations that you may need to undergo while still in your home country. We suggest suitable dates for your treatment, and advise on the recommended length of your hospital stay and convalescence period, as well as accommodation options and any follow-up treatment you may require, or can expect, following the intervention.
3. Surgeon Consultation
As soon as you give us the go-ahead on our proposals, we assign you a surgeon specialised in performing the specific operation you require. We present the surgeon’s CV and once you’re happy with the chosen surgeon, we ask you to send over medical notes and/or photos which are relevant to the specific intervention. These are passed on confidentially to the surgeon who assesses them and prepares you for the operation by giving you direct feedback, often over the phone.
4. Booking & Confirmation
Once you are completely satisfied with the surgeon’s feedback and the choice of clinic or hospital, we proceed to book the operation. We then finalise dates and the quotation for the intervention you will be undergoing. At this stage, we are caring for you as one of our patients.
5. Welcome at Airport
Since you are travelling abroad, we would like to ensure that you feel as safe and comfortable as possible on arrival in Malta. As such, you will find a professional taxi service ready to take you to your accommodation, if you would like us to book one for you from our side.
6. Introduction to your medical team
The following day you will have an appointment at the Hospital which will include an orientation tour. Over a cup of coffee we will go through the pre-ops required and then accompany you within the hospital for these tests and also to the consultation with your surgeon. During this consultation, your surgeon will give you a final assessment and go over the medical procedure in detail. You will have every opportunity to discuss any issues and ask any questions related to the operation.
7. Your Operation
On the day of the operation, our aim is to ensure you have complete peace of mind before entering the operating theatre. At this point, we check again that you have had all medical and non-medical procedures clearly explained to you.
On entering the operating theatre, you will first meet the anaesthetist who will explain what to expect post operatively. You will be introduced to the nurse assigned to look after you when the operation is over.
8. Follow Up treatment and Visits
At Saint James Hospital, we believe that to ensure the best medical outcome, the convalescence period is as important as the operation itself. We therefore ensure rigorous follow up treatment both by the nurses and doctors and also by the physiotherapists and carers who will visit you daily while you are admitted. The consultant also visits for post-op consultations and as follow up.
9. Ready to fly home
Once you are discharged from hospital, we would like you to rest assured that this in no way means communication with us and your medical team at the hospital has ceased. Wherever you chose to stay, you will find you have minimal relocation given Malta’s compact size.
10. Follow Up and Assessment
Once you are home, we contact you to ensure you are satisfied with the results of your surgery abroad. We offer medical, post-op follow-up as needed. We ask you to provide us, if you wish to do so, with feedback on the level of our service. This is to ensure that you are happy with the outcome and that we can in turn fine tune our service for future patients.
For more information please contacts us on firstname.lastname@example.org