Customer Experience
MIAA's Customer Relationship Program
Based in the geographic centre of the western Mediterranean are MIAA's HQ, MIAA's mission centre for operations and customer care centre. The Malta HQ are staffed 24 hours a day by mission coordinators who are cross trained in aviation and medicine, and who undergo extensive customer care training and monitoring.
The whole Medilink team is dedicated to delivering top class quality service. To monitor and improve on this, Medilink has from the start implemented a Total Quality Management (TQM) program focused on patient care, medical and flight training/standards, safe and efficient flight operations and our Customer Relationship Program.
Medilink's Customer Relationship Program (CRP) encourages a team approach towards the best possible provision of services, as well as, continuous incremental service improvements.
The CRP is implemented across all the functions of MIAA: medical operations, flight operations, maintenance, dispatch, sales and marketing, finance and administration.
Assisting the mission coordinators, are on-site base managers, who together, provide an extensive range of services:
- Medical assessments and consultations
- Quotations
- Coordinating bedside to bedside transfers:
- Assignment of appropriate medical team
- Ensuring appropriate medical equipment
- Liaison with referring and receiving facilities
- Translation, customs, immigration and visas
- Coordinating ground ambulance or land transportation
- Coordinating the shipping of excess patient and family member luggage
- Liaison with patient and/or patient family members in time of need
All-inclusive quotations covering every aspect of a patient transfer, anywhere in the world, are provided within 20 minutes.
MIAA can dispatch its' aircrafts within 60 minutes from time of confirmation of mission.