1. We are committed to a ‘Service of Excellence’ and strive to bring about a continuous improvement of our service to you. We appreciate your feedback and any form of constructive criticism is very welcome as it would help us improve our services.

If you believe that we have made an error and/or that our staff has acted improperly or without the due level of care and attention, please contact us. In we would need your name and ID number together with dates and times of the incident so as to be able to investigate properly and come back to you. If you wish to remain anonymous, we will respect that, but the investigation would be limited, and we would not be able to give any feedback.

2. Feedback and complaints may be submitted through the following channels:

Online: by accessing our website or by calling on 21231231/ 25576100.

3. In person: By calling the Administration of the relevant health centre

When making a complaint you should:

Provides us with your full name and ID card/ passport number, telephone/ mobile number (for feedback) and e-mail address if available (unless you wish to remain anonymous) and the place, date and time the incident happened.

Specify what the problem/case is, being as concise as possible; and provide any additional information that you think may help us in our investigation to resolve your complaint.

4. When addressing complaints, we will:

Guarantee your confidentiality within the circle of the investigating team but obviously your personal details may be needed to ask staff for statements so as to be able to relate to the incident.

Refer your case to the Client Support Centre and will send you an acknowledgement within 2 working days.

Carry out an investigation on the problem / case and conclude this as speedily as possible. If the requested information entails that an investigation needs to be undertaken, then the earliest we can give you feedback is after 10 working days where we will also inform you if the case has been concluded or that the investigating board needs more time. The customer care team will keep you updated about the progress.

We will contact you with a report on our investigation into your complaint in no later than two weeks unless we would inform you beforehand that we need more time for investigation.

5. If you are not satisfied with how your complaint was handled you have the option of escalating your grievance through other channels such as the Ombudsman, the Malta Arbitration Board or the Courts of Malta Home | The Office of the Ombudsman