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CONTENTS A. What to do if you have a problem with a Hospital Authority (HA) hospital/hospital staff － What is the HA Complaints System － Where to lodge a complaint B. Can you complain to other organisations C. How to lodge a complaint D. How will your complaint be handled by HA E. What is the Public Complaints Committee F. What are the Performance Indicators of HA on complaint handling Appendix 1: HA Hospital Contacts Appendix 2: HA Complaint Form A. What to do if you have a problem with a HA hospital/hospital staff This document explains what you can do if you are dissatisfied or have a problem with the services provided in a HA hospital or by its staff. It also tells you what we do when we receive your feedback or complaint. What is the HA Complaints System HA operates a two-tier system in handling patient and public complaints. First-tier complaint handling system A first-tier complaint handling system is in place in all public hospitals to deal with complaints lodged directly with the hospital against their staff or services provided. It will deal with all complaints lodged for the first time. Second-tier complaint handling system If you are not satisfied with the outcome of the hospital's handling of your complaint, you can appeal against the hospital's decision on your case to the Authority's Public Complaints Committee (PCC). Complaint Channels Within HA Receive Investigation Follow-up Recommendations complaints actions for improvements Public Complaints Committee - Directly reporting to the - Strengthening risk Hospital - Replying to the management Authority Board complainant - Enhancing staff - Handling appeal - Recommending training cases or cases HA to take - Improving referred by HA Investigation appropriate communication action against the skills concerned staff - Enhancing systems management Patient Relations Independent Officer (PRO) / Expert Advice Hospital Chief Executives (HCE) - Directly reporting to Hospital Governing Committee - Handling all complaints from patients, their relatives or the public Where to lodge a complaint Within HA You can lodge your complaint directly to: HA Hospital Patient Relations Officer (or other staff designated for complaint handling) Hospital Chief Executive / Chief of Service / Heads of Units (Address, Tel / Fax Nos. at Appendix 1) HA Head Office Public Complaint Hotline (Tel: 2300 7125; Fax: 2504 2635) Complaints Officer (Address: Hospital Authority Building, 147B Argyle Street Kowloon) (Tel: 2300 6876; Fax: 2504 2635) (Operating hours: 9 am to 12 noon; 2 pm to 5 pm) (except Saturday, Sunday and Public Holidays) Public Complaints Committee Public Complaints Committee Secretariat (Address: Hospital Authority Building, 147B Argyle Street Kowloon) (Tel: 2300 6748 / 2300 6219; Fax: 2895 6516) (Operating hours: 9 am to 12 noon; 2 pm to 5 pm) (except Saturday, Sunday and Public Holidays) B. Can you complain to other organisations Yes, you can lodge your complaint against HA to other complaint redress organisations such as: Office of the Chief Executive of the Hong Kong Special Administrative Region Secretariat of the Legislative Council / District Councils Food and Health Bureau Office of The Ombudsman Consumer Council Equal Opportunities Commission Office of the Privacy Commissioner for Personal Data Healthcare professional regulatory bodies Under existing legislation, healthcare professions subject to statutory registration are regulated by their respective boards or councils which are independent statutory bodies established under the relevant ordinances that operate independently to discharge their statutory functions. For details, please visit: http://www.dh.gov.hk/english/main/main_rhp/main_rhp.html C. How to lodge a complaint You can lodge a complaint to HA: By using the form at Appendix 2 In writing By phone In person The list of address, contact telephone / fax numbers of the Patient Relations Offices of the hospitals / medical institutions is at Appendix 1. For convenience, you can use the complaint form at Appendix 2. D. How will your complaint be handled by HA The HA operates a two-tier complaint handling system. Complaints against the services or staff of a particular HA hospital can be most efficiently and effectively dealt with by the hospital concerned. Appeals against the decision of the hospital on complaints are normally handled by the Public Complaints Committee. E. What is the Public Complaints Committee The Public Complaints Committee (PCC) is established under the Hospital Authority Board to independently consider and decide on all appeal cases as well as complaint cases referred to it by HA. The PCC is the final appeal body within HA. Its decision represents the final decision of HA on a particular complaint. However, the decision of PCC would not preclude you from lodging your complaint to other organisations as mentioned in Part B “Can you complain to other organisations”. What is the mission of PCC The mission of PCC is to ensure a fair and effective complaint handling system within HA in which all public complaints or appeals against HA are considered in an independent, impartial, just, thorough and prompt manner. Who are the PCC members Public Complaints Committee Composition and Membership Chairman : Mr Ivan SZE Wing-hang, BBS, JP Vice-Chairman : Mr WONG Kwai-huen, BBS, JP Members : Ms Rebecca CHAN Chui-mi Mr Raymond CHAN Kwan-tak Mr CHAN Wing-kai Mr Vincent CHAN Wing-shing, MH Rev Dr Andrew CHOI Chung-ho Dr CHUNG Chin-hung Prof Sylvia FUNG Yuk-kuen, BBS Mr HO Sau-him Mr Herman HUI Chung-shing, SBS, MH, JP Mr Samuel HUI Kwok-ting Mr Joe KWOK Jing-keung, SBS, FSDSM Mr KWOK Leung-ming, SBS, CSDSM Mr Alex LAM Chi-yau Ms Lisa LAU Man-man, BBS, MH, JP Dr Agnes LAW Koon-chui, JP Mr Peter LEE Shung-tak, BBS, JP Prof LI Chi-kong, JP Ms Manbo MAN Bo-lin, MH Mr Simon MOK Sai-man, MH Mr Frederick TONG Kin-sang Dr WONG Chun-por, JP Mr Paul WU Wai-keung Ms Agnes Garman YEH Mr Charlie YIP Wing-tong The composition of the PCC includes: medical doctors, patient group representatives, academics and educationists, a retired district court judge, lawyers, retired senior government officials, religious workers, social service administrators, etc. All Members of the PCC are non-executives and are not employees of HA. As a result of their independent status, all complaints handled by the Committee are dealt with fairly and impartially. What is the Mode of Operation of the PCC The PCC is the final internal complaint handling system of HA. It is empowered by the HA Board to look into all appeals against HA and its hospitals. In the course of investigation, the PCC will conduct separate interview sessions with complainants and complainees on a need basis. The PCC will make regular report on its work to the public. F. What are the Performance Targets of HA on handling complaints The target response time for handling public complaints is as follows: HA hospitals: Within 6 weeks (Complex cases within 3 months) PCC: Within 6 months (Complex cases may take a longer time) Appendix 1 List of Address, Contact Telephone and Fax No. for complaints Hong Kong Region Hospitals (Patient Relations Office) Tel. No. Fax. No. Cheshire Home, Chung Hom Kok 2813 8921 2813 8980 128 Chung Hom Kok Road, HK Email: [email protected] Duchess of Kent Children’s Hospital at Sandy Bay ` 2872 7121 2872 7568 12 Sandy Bay Road, Pokfulam, HK Email: [email protected] Grantham Hospital 2518 2186 2554 2011 125 Wong Chuk Hang Road, Aberdeen, HK Email: [email protected] MacLehose Medical Rehabilitation Centre 2872 7121 2872 7568 7 Sha Wan Drive, Pokfulam, HK Email: [email protected] Pamela Youde Nethersole Eastern Hospital 2595 6357 2515 0003 3 Lok Man Road, Chai Wan, HK Email: [email protected] Queen Mary Hospital 2255 3726 2816 0675 102 Pokfulam Road, HK Email: [email protected] Ruttonjee & Tang Shiu Kin Hospitals 2291 2020 2591 6886 266 Queen’s Road East, Wan Chai, HK Email: [email protected] St John Hospital 2986 2250 2981 9050 Cheung Chau Hospital Road, Tung Wan, Cheung Chau Email: [email protected] Tung Wah Eastern Hospital 2162 6108 2162 6333 19 Eastern Hospital Road, Causeway Bay, HK Email: [email protected] Tung Wah Hospital Authority 2589 8398 2589 8564 12 Po Yan Street, Sheung Wan, HK Email: [email protected] TWGHs Fung Yiu King Hospital 2872 7121 2872 7568 9 Sandy Bay Road, Pokfulam, HK Email: [email protected] Tsan Yuk Hospital 2589 2357 2559 3642 30 Hospital Road, Sai Ying Pun, HK Email: [email protected] Wong Chuk Hang Hospital 2873 7239 2554 7318 2 Wong Chuk Hang Path, Wong Chuk Hang, HK Email: [email protected] Kowloon Region Hospitals (Patient Relations Office) Tel. No. Fax. No. Caritas Medical Centre 3408 7079 2745 4126 111 Wing Hong Street, Shamshuipo, KLN Email: [email protected] Haven of Hope Hospital 2703 8261 2703 8079 8 Haven of Hope Road, Tseung Kwan O, KLN Email: [email protected] Hong Kong Buddhist Hospital 2339 6124 2338 3445 10 Heng Lam Street, Lok Fu, KLN Email: [email protected] Hong Kong Childeren’s Hospital 3513 6465 3512 7646 1 Shing Cheong Road, Kowloon Bay, KLN Email: [email protected] Hong Kong Eye Hospital 2762 3094 2994 3122 147K Argyle Street, KLN Email: [email protected] Hong Kong Red Cross Blood Transfusion Service 2710 1278 2780 4151 15 King’s Park Rise, KLN Email: [email protected] Kowloon Hospital 3129 6030 2991 4332 147A Argyle Street, KLN Email: [email protected] Kwong Wah Hospital 3517 5019 2332 8557 25 Waterloo Road, KLN Email: [email protected] Our Lady of Maryknoll Hospital 2354 2280 2327 6852 118 Shatin Pass Road, Wong Tai Sin, KLN Email: [email protected] Queen Elizabeth Hospital 3506 8438 3506 8446 30 Gascoigne Road, KLN Web Site: [email protected] Tseung Kwan O Hospital 2208 0162 2274 4064 2 Po Ning Lane, Hang Hau, Tseung Kwan O, KLN Email: [email protected] TWGHs Wong Tai Sin Hospital 3517 3800 3517 3520 124 Shatin Pass Road, KLN Email: [email protected] United Christian Hospital 3949 4080 3949 5699 130 Hip Wo Street, Kwun Tong, KLN Email: [email protected] New Territories Region Hospitals (Patient Relations Office) Tel.
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