A. What to do if you have a problem with an HA hospital/hospital staff, Where to lodge a complaint

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2 CONTENTS A. What to do if you have a problem with an HA hospital/hospital staff, 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 handling complaints Appendix 1: HA hospital contact methods Appendix 2: HA Complaint Form

3 A. What to do if you have a problem with an 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 Hospital Authority (HA) hospital or by its staff. It also tells you what we do when we receive your information or complaint. What is the Hospital Authority Complaints System The Hospital Authority 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).

4 Complaint Channels Within HA Receive complaints Investigation Follow-up actions Recommendations for improvements Public Complaints Committee - Directly reporting to the Hospital Authority Board - Handling appeal cases or cases referred by HA Patient Relations Officer (PRO) / Hospital Chief Executives (HCE) - Directly reporting to Hospital Governing Committee - Handling all complaints from patients, their relatives or the public Investigation Independent Expert Advice - Replying to the complainant - Recommending HA to take appropriate action against the concerned staff - Strengthening risk management - Enhancing staff training - Improving communication skills - Enhancing systems management

5 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: ; Fax: ) Complaints Officer (Address: Hospital Authority Building 147B Argyle Street Kowloon) (Tel: ; Fax: ) Public Complaints Committee Public Complaints Committee Secretariat (Address: Hospital Authority Building 147B Argyle Street Kowloon) (Tel: / ; Fax: ) B. Can you complain to other organisations Yes, you can lodge your complaint against the Hospital Authority 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 The Medical Council of Hong Kong Office of The Ombudsman Consumer Council Equal Opportunities Commission Office of the Privacy Commissioner for Personal Data

6 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 complaint handling authority / system of 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.

7 Who are the PCC members Public Complaints Committee Composition and Membership Chairman : Mr Ricky Fung Choi-cheung, SBS, JP Vice-Chairman : Prof Raymond Liang Hin-suen, SBS, JP Members : Rev Canon Dr Alan Chan Chor-choi Dr Jane Chan Chun-kwong Ms Christine Barbara Chan So-han Mr Chan Shu-ying, SBS, JP Mr Chan Wing-kai Ms Peggy Ching Pui-ki Mr Choi Chi-sum Mr Antonio Chu Lok-sang Prof Joanne Chung Wai-yee Mr Ho Sau-him Mr Hui Chung-shing, SBS, MH, JP Mr Samuel Hui Kwok-ting Mr Kwok Jing-keung, SBS, FSDSM Mr Kwok Leung-ming, SBS, CSDSM Mr Alex Lam Chi-yau Dr Robert Law Chi-lim Dr Agnes Law Koon-chui, JP Ms Maggie Leung Yee-mei Dr Mak Sin-ping, BBS Mr Simon Mok Sai-man, MH Prof Wan Chin-chin Mrs Elizabeth Wong Yeung Po-wo, MBE Ms Lina Yan Hau-yee, MH, JP Ms Lisa Yip Sau-wah, JP The PCC comprises community members including lawyer, architect, pastor, patient group representative, healthcare professionals, educator and academic. 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.

8 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: 3 to 6 months (Complex cases may take a longer time)

9 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 Chung Hom Kok Road, HK Duchess of Kent Children s Hospital at Sandy Bay ` Sandy Bay Road, Pokfulam, HK Grantham Hospital Wong Chuk Hang Road, Aberdeen, HK MacLehose Medical Rehabilitation Centre Sha Wan Drive, Pokfulam, HK Pamela Youde Nethersole Eastern Hospital Lok Man Road, Chai Wan, HK Queen Mary Hospital Pokfulam Road, HK Ruttonjee & Tang Shiu Kin Hospitals Queen s Road East, Wan Chai, HK St John Hospital Cheung Chau Hospital Road, Tung Wan, Cheung Chau Tung Wah Eastern Hospital Eastern Hospital Road, Causeway Bay, HK Tung Wah Hospital Authority Po Yan Street, Sheung Wan, HK TWGHs Fung Yiu King Hospital Sandy Bay Road, Pokfulam, HK Tsan Yuk Hospital Hospital Road, Sai Ying Pun, HK Wong Chuk Hang Hospital Wong Chuk Hang Path, Wong Chuk Hang, HK

10 Kowloon Region Hospitals (Patient Relations Office) Tel. No. Fax. No. Caritas Medical Centre Wing Hong Street, Shamshuipo, KLN Haven of Hope Hospital Haven of Hope Road, Tseung Kwan O, KLN Hong Kong Buddhist Hospital Heng Lam Street, Lok Fu, KLN Hong Kong Eye Hospital K Argyle Street, KLN Hong Kong Red Cross Blood Transfusion Service King s Park Rise, KLN Kowloon Hospital A Argyle Street, KLN Kwong Wah Hospital Waterloo Road, KLN Our Lady of Maryknoll Hospital Shatin Pass Road, Wong Tai Sin, KLN Queen Elizabeth Hospital Gascoigne Road, KLN Web Site: Rehabaid Centre G/F, Core S, The HK Polytechnic University, Hung Hom, KLN Tseung Kwan O Hospital Po Ning Lane, Hang Hau, Tseung Kwan O, KLN TWGHs Wong Tai Sin Hospital Shatin Pass Road, KLN United Christian Hospital Hip Wo Street, Kwun Tong, KLN

11 New Territories Region Hospitals (Patient Relations Office) Tel. No. Fax. No. Alice Ho Miu Ling Nethersole Hospital Chuen On Road, Tai Po, NT Bradbury Hospice A Kung Kok Shan Road, Shatin, NT Castle Peak Hospital Tsing Chung Koon Road, Tuen Mun, NT Web Site: Cheshire Home, Shatin A Kung Kok Shan Road, Shatin, NT Kwai Chung Hospital Kwai Chung Hospital Road, NT North District Hospital Po Kin Road, Sheung Shui, NT North Lantau Hospital 8 Chung Yan Road, Tung Chung, Lantau Pok Oi Hospital Au Tau, Yuen Long, NT Princess Margaret Hospital Princess Margaret Hospital Road, NT Prince of Wales Hospital Ngan Shing Street, Shatin, NT Shatin Hospital A Kung Kok Street, Shatin, NT Siu Lam Hospital /2 Milestone, Castle Peak Road, NT Tai Po Hospital Chuen On Road, Tai Po, NT Tuen Mun Hospital Tsing Chung Koon Road, Tuen Mun, NT Yan Chai Hospital Yan Chai Street, Tsuen Wan, NT

12 Hospital Authority Head Office Tel. No. Fax. No. 147B Argyle Street, Hospital Authority Bldg., Kln. Public Complaint Hotline Public Complaint Management Officer Web Site:

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