Step-by-Step Customer Care
It’s important you know exactly what to expect from us from your initial enquiry through to your return home post op. The ten-point, step-by-step guide below takes you through our entire customer care cycle and cosmetic surgery abroad experience.
At Mobilise, we never see any medical procedure as routine because there’s no such thing as ‘one size fits all’ in our business. Every client has specific requirements which we addressed in a unique and specialised way. We therefore take great care to ensure 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.
The Mobilise team is your focal point throughout, and we are on hand 24/7. We coordinate all your medical needs, travel, accommodation or any other aspects of your stay with us. For peace of mind, we assign a key member of our team as your personal contact. We give you a mobile phone with free credit and pre-programmed numbers for you to be able to contact us at any time during your stay.
1. Your Enquiry
When you contact us at Mobilise, by email or through our helplines, you can rest assured 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 to our team of doctors.
2. Follow Up
Your enquiry is reviewed meticulously and we then follow up with a proposal for the treatment or intervention you require. Our feedback includes details of the most suitable intervention for your needs, together with information on the type of pre-operative tests required, and advice on the basic investigations and examinations that you may need 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 feedback directly, 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 your procedure, and request a 10% deposit to be paid upon confirmation of the booking. All costs are included in our Complete Package Price to ensure that you have no surprises on arrival in Malta. At this stage, we are caring for you as one of our patients.
5. Welcome at Airport
Since you are travelling abroad, we make it a point to ensure that you feel as safe and comfortable as possible on arrival in Malta. In addition to finding a professional taxi service ready to take you to your accommodation, a member of the Mobilise team is there to greet you in the arrivals’ lounge. You receive a welcome pack with all information and a detailed itinerary for your stay. We then transfer you to your hotel or other chosen accommodation where you have time to rest following your travel.
6. Introduction to your medical team
The following day, we pick you up at your accommodation and accompany you to the hospital. Here, you will have an introduction to the hospital and an orientation tour. Over a cup of coffee, your Mobilise team member goes through the pre-ops required and then accompanies you within the hospital for these tests, and to the final meeting 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, we accompany you from your accommodation to your private hospital room. We will have already arranged for any personal belongings you have requested to be delivered to your room and will deal with any other non-medical assistance you may require. Our aim is to ensure you have full 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 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 Mobilise, 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. The consultant also visits for post-op consultations and as follow up. Our team also visits you to ensure you are as comfortable and well looked after as possible, and we provide for any non-medical needs such as books, newspapers, communication with relatives, organisation of hotel transfer, and so on.
9. Ready to fly home
Once you are discharged from hospital, we accompany you to the hotel. Rest assured that this in no way means you have less communication with ourselves, or your medical team at the hospital. One of our main hospital partners is located right next to a deluxe, four-star hotel we offer as accommodation, which is reassuring and convenient. But wherever you stay, you will find you have minimal relocation given Malta’s compact size. During your convalescence, our team and medical staff will visit you regularly. Once your surgeon certifies you are fit to fly within a few days, you may wish to enjoy some excursions on the islands. We can recommend on demand various options within a short drive of your accommodation and up to your day of departure. Depending on your level of fitness and your wishes, you can take in historic and cultural sights or you may prefer to relax with spa and beauty treatments; many of which are offered in situ in your hotel.
Before departure you will receive comprehensive advice on follow up to your treatment and the medication you require. On departure, one of our team accompanies you to the airport departure lounge.
10. Follow Up and Assessment
Once you are home, we contact you to ensure you are satisfied with the results and 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.
Some of this feedback has been included in our website. Please feel free to browse our client feedback. We have a core of former clients who are happy to speak directly about their experiences by email, and often also by phone. If you wish to talk to former clients who’ve undergone a procedure you are contemplating, please contact us and we’ll be happy to put you in touch with some of them.
