Essential Information

Before coming to Malta

There are several things you’ll need to know about us and to consider before arranging your cosmetic surgery through Mobilise.  We’d like you have all the facts and full peace of mind and therefore encourage you to take a few minutes to read through the details below, the small print if you like, before you book. Feel free to contact us with any queries you may have. The Mobilise Team is ready to assist you.

About Mobilise

Mobilise is a comprehensive Destination Management and hosting Company registered with the Malta Tourism Authority and acting as the patient’s 24 hour personal Concierge. As a company we work hand in hand with UK intermediaries who trust us with the logistics of your stay on the island. We have direct contact with the Surgeons, Doctors, Nurses, Hotels, Taxis and Airlines to provide all the information and support you will need during your stay in Malta.
Edward and Lucianne are the key team members handling patients and they will be in touch with you before and during your stay, providing you with support and peace of mind.

See also: Meet the Mobilise Team

24-hour help line

Upon arrival, you are provided with a mobile phone containing 20EUR credit. This mobile phone is your 24-hour link with all service providers within the country.  You can easily call the Mobilise 24-hour ‘Care Management helpline’ on +356 99228581, or any other contacts, including the hospital, the hotel, the taxi firm, and their respective Personal Care Managers. This mobile is locked for overseas phone calls and cannot be used for such communication. The mobile phone is to be returned to the taxi driver prior to departure.

If you choose to organise your own transport and accommodation, you will need to make arrangements with us about returning the phone.   If this is difficult to arrange, rest assured you will still be provided with a 24-hour Care Management Helpline. 

Our Surgery Policy

Mobilise does not offer surgical procedures to candidates under 18 years, even if parental or a guardian's consent is given. The only exception is ear surgery, and then only with parental or a guardian’s consent and if our surgeons are full satisfied that the procedure in the child’s best interests.

Considerations before you travel

Before travel and when you request surgery or a procedure, you will need to consider whether:

  1. You have full access to information regarding your request and therefore making an informed decision.
  2. You are fit to fly for your treatment.
  3. You are aware of the possible pain, bruising and swelling post-op.
  4. You are willing to fly alone and pass through the emotional and physical stress involved without accompaniment.
  5. You know what is included in the quoted price. (As a guideline, the Package Prices do not typically include overseas phone calls, extra food or drinks ordered out of schedule, excursions, extra travel, extra garments, crutches, drinks in hotel, and other additional amenities. For how we quote and bill, see also: Billing & Quotations.

Hospitals & Clinics

The Hospitals and Clinics within the Mobilise Network are various and may differ from one patient and procedure to another.  You might, for instance, require selected services from a variety of our partner facilities. While you will need to feel secure in the knowledge that all Facilities are up to the same standards and quality of care,  we advise you to make your own enquires with the respective company on the facilities you will be using during your stay.

Your itinerary might include for example a consultation at a clinic which is different from the Hospital you will be staying at.  This might cause misunderstanding when you are in Malta if it has not been clearly explained to you beforehand.   You need to request the venue for your Pre-op tests, Consultation, and Surgery/Hospital Stay.

Hospital Room Facilities

The Hospital room is a private bedroom with en suite bathroom facilities. The room provides for one patient bed which can also provide for the lodging of a companion. The companion is provided with a folding bed and necessary linen. The room is equipped with a television with free local stations, and the opportunity to extend the list of channels at a minimal fee. All rooms have a private and direct line which can be used for incoming and outgoing phone calls which are then paid on discharge. Food is served daily, and can be ordered from a menu which is provided to the patient on arrival. Internet is available on the TV screen in room and not as WIFI hot spots within the Hospital except for the Reception Area in the St James Sliema Hospital.

Hospital Stay

During your hospital stay, you must always ask for the nurse in charge and communicate any request, discomfort, pain, or complaint immediately to this staff member. This is imperative for effective follow up. The nurse in charge is always briefed and completely informed about your needs (when Mobilise is informed) and so the nurse in charge can ensure that you receive the care requested.

All other requests must be first communicated to any of the Mobilise Staff through the 24-hour Care Management Help line. Mobilise will ensure all requests are followed up in a responsive and responsible timeframe.

Hotels

Check out from Hotel and admission into Hospital

You will need to check out from hotel on your day of admission into hospital, and check in again once you are discharged from hospital. This is not necessary in the case of companions who book the hotel for their complete stay and will still be using the room.  In order to avoid additional fees, you are still required to checkout and check in accordingly. Luggage should be locked in the hotel luggage room, since hospital rooms may have limited space for luggage. Only a few necessary items should be taken into hospital, in a small bag/case.

Check Out at Hotel (When departing)

When you check out for departure after 12:00pm, the Hotel will request an additional fee to keep the room for the afternoon. This is also subject to availability. Please confirm and book this service upon arrival, or prior to travelling with your respective Company.

For a full list of our hotel partners, see Accommodation.

Alone in a Foreign Country

You are advised to travel with a companion since experience shows us that the companion offers invaluable support, attention and company during your stay.   You must be aware of the implications of travelling alone for surgery abroad.  You will be spending long time in (controlled) pain, limited mobility, and indoor sedentary activity. This means that you may end up feeling lonely, lost or anxious. We are more than willing to accept patients who are willing to travel alone.  But you need to be aware of the consequences of such a decision and understand that while Mobilise offers 24-hour support, we cannot be physically present with you during your stay in Malta.

Mobility Aids/Wheelchairs

If you require a wheelchair or porters, lifts for travel, or any other assistance for mobilisation while in Malta, you should inform Mobilise via your Representing Company. The wheelchair and and other assistance may be provided during hospital- and surgery-related events, but cannot be provided for the rest of the stay in Malta. Wheelchairs may be granted from the hospital should the patients need it during their stay in the hotel, yet this is subject to availability and priority.

Package Prices

When you receive your quoted package price, it is very important to understand what is included in the price, and what is not. These details of the package must be clarified PRIOR to travel with your respective representative company.  As a guideline Package Prices do not typically include phone calls, extra food or drinks ordered out of menu and schedule, excursions, extra travel, extra garments, crutches, drinks in hotel, and other additional amenities.

Billing & Quotations

  1. Quotations are provided in Euros
  2. Payment is accepted in Euros or its equivalent in any foreign currency according to the conversion rate of date. (As quoted by the Central Bank of Malta)
  3. A deposit of 10 – 25% is to be paid by the client before travelling.
  4. The remaining balance is paid in full upon arrival and prior to surgery.
  5. Should the Surgeon or the client decide to change the surgery, increase the requested procedures or decrease the requested procedures, the quotation will be amended accordingly and full payment will be paid prior to surgery.
  6. The Surgeon reserves the right to advise the client for an extended stay depending on the recovery process. Such extra fees need to be paid by the client.
  7. When the client needs treatment which was not quoted within the package this treatment is to be paid by the client prior to treatment. This is applicable even when the treatment is needed by the client to become eligible for the quoted surgery.
  8. Payments are only accepted by signed Debit/Credit Card Payment, Bank Draft, or Cash Payment.
  9. Personal Cheques are not accepted.
  10. Clients pay for a Package and no refund can be claimed for unused services.
  11. Refund is exceptionally granted when the patient is considered not eligible for surgery by the Surgeon post-consultation.
  12. In such cases the paid amount for Medical Services will be refunded less the non-refundable deposited.
  13. The Deposit is a non-Refundable fee which would have already been paid to the Service Providers to block and book the services needed. This fee may not be recovered on cancellation.
  14. Extra nights in Hotel need to be paid by client.
  15. Charges incurred by changes in flight details need to be paid by client.
  16. Companions need to pay for personal travel and charges, unless accompanying the client.
  17. Phone Bills, Television bills, Internet Bills, Drinks in hotel, and extra charges are to be paid by client.

Complications & Extended Stays

Mobilise cannot be held accountable for medical/surgical complaints or complications arising from Surgery or treatment.  It is your responsibility to request all necessary information on the Services Providers prior to committing, travelling and paying for the services requested.

Mobilise has an agreement with Hospitals and Surgeons in the Mobilise Network to offer the following conditions in the case of extended hospital stay, treatment of surgery related complications, and longer recovery.

In the case of an extended stay in Hospital:

  1. Should you require an extended stay in hospital, due to a longer recovery period, as decided by your respective Surgeon,  you will only be charged Hospital fees, at half the current rate, for the nights in excess of those provided for in the accepted quotation.
  2. The extra nights are then charged at a reduction of 50% on price.
  3. This does not include additional medications needed throughout the additional stay. Any additional medicines and pharmaceuticals needed throughout the additional stay will be charged at your expense.
  4. Where additional medical treatment or assistance is required, you will be billed directly for any resulting additional charges. 
  5. Surgeon Fees for additional visits, consultations and treatments are waived completely.

In the case of a complication requiring corrective surgery or treatment:

  1. Such complications need to be confirmed by a third party Specialist in the required field of surgery.
  2. Corrective treatment will be offered free of charge by both Hospital and Surgeon.
  3. Assessment of such outcomes will be then re-assessed by third party Specialist in the required field of surgery.

In case of the death of a client at the hospital’s facility (including pre or post surgery), the following services shall be provided by the Hospital when requested by a member of the client’s direct family:

  1. Proper preservation of the corpse.
  2. Post Mortem report.
  3. Reasonable assistance towards funeral/last rites.
  4. Shipment of the remains to the home town of the deceased
  5. These expenses are paid for directly by the Client’s family.