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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

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).

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

Investigation

- 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

Patient Relations Officer (PRO) / Hospital Chief Executives (HCE) - Directly reporting to Hospital Governing Committee - Handling all complaints from patients, their relatives or the public

Independent Expert Advice

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)

Public Complaints Committee Public Complaints Committee Secretariat (Address: Hospital Authority Building 147B Argyle Street Kowloon) (Tel: 2300 6748 / 2300 6219; Fax: 2895 6516) 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

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.

Who are the PCC members

Public Complaints Committee Composition and Membership Chairman Members : : Mr Ricky Fung Choi-cheung, SBS, JP Mr Chan Bing-woon, SBS, JP Rev Canon Dr Alan Chan Chor-choi Mr Chan Shu-ying, SBS, JP Ms Christine Barbara Chan So-han Sr Nancy Cheung Chu-kin Mr Choi Chi-sum Mr Antonio Chu Lok-sang Prof Joanne Chung Wai-yee Mr Ho Sau-him Mr Samuel Hui Kwok-ting Mr Alex Lam Chi-yau Mr Andy Lau Kwok-fai Dr Robert Law Chi-lim Prof Raymond Liang Hin-suen, JP Dr Mak Sin-ping, BBS Prof Wan Chin-chin Mr Wong Kwai-huen, JP Dr Wong Kwok-chun Mrs Elizabeth Wong Yeung Po-wo, MBE Ms Lina Yan Hau-yee, MH, JP Dr Agnes Yeung Law Koon-chui, 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.

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)

Appendix 1 List of Address, Contact Telephone and Fax No. for complaints Hong Kong Region Hospitals (Patient Relations Office) Cheshire Home, Chung Hom Kok 128 Chung Hom Kok Road, HK Email: cch_adm@ha.org.hk Duchess of Kent Childrens Hospital at Sandy Bay ` 12 Sandy Bay Road, Pokfulam, HK Email: DKCH_enquiry@ha.org.hk Grantham Hospital 125 Wong Chuk Hang Road, Aberdeen, HK Email: gh_enquiry@ha.org.hk MacLehose Medical Rehabilitation Centre 7 Sha Wan Drive, Pokfulam, HK Email: mmrc_enquiry@ha.org.hk Pamela Youde Nethersole Eastern Hospital 3 Lok Man Road, Chai Wan, HK Email: pyneh_enquiry@ha.org.hk Queen Mary Hospital 102 Pokfulam Road, HK Email: qmh_enquiry@ha.org.hk Ruttonjee & Tang Shiu Kin Hospitals 266 Queens Road East, Wan Chai, HK Email: rhtsk_enquiry@ha.org.hk St John Hospital Cheung Chau Hospital Road, Tung Wan, Cheung Chau Email: sjh_enquiry@ha.org.hk Tung Wah Eastern Hospital 19 Eastern Hospital Road, Causeway Bay, HK Email: tweh_enquiry@ha.org.hk Tung Wah Hospital Authority 12 Po Yan Street, Sheung Wan, HK Email: twh_enquiry@ha.org.hk TWGHs Fung Yiu King Hospital 9 Sandy Bay Road, Pokfulam, HK Email: fykh_enquiry@ha.org.hk Tsan Yuk Hospital 30 Hospital Road, Sai Ying Pun, HK Email: qmh_enquiry@ha.org.hk Wong Chuk Hang Hospital 2 Wong Chuk Hang Path, Wong Chuk Hang, HK Email: wchh_enquiry@ha.org.hk Tel. No. 2813 8921 Fax. No. 2813 8980

2855 6101

2872 6349

2518 2186

2554 2011

2974 0229

2974 0773

2595 6357

2515 0003

2255 3726

2816 0675

2575 1375

2591 6886

2981 5701

2981 9050

2162 6108

2162 6333

2589 8398

2589 8564

2974 0229

2974 0773

2589 2357

2559 3642

2873 7239

2873 6781

Kowloon Region Hospitals (Patient Relations Office) Caritas Medical Centre 111 Wing Hong Street, Shamshuipo, KLN Email: cmc_enquiry@ha.org.hk Haven of Hope Hospital 8 Haven of Hope Road, Tseung Kwan O, KLN Email: hhhenquiry@ha.org.hk Hong Kong Buddhist Hospital 10 Heng Lam Street, Lok Fu, KLN Email: bh.enquiry@ha.org.hk Hong Kong Eye Hospital 147K Argyle Street, KLN Email: hke_enquiry@ha.org.hk Hong Kong Red Cross Blood Transfusion Service 15 Kings Park Rise, KLN Email: rcbts@ha.org.hk Kowloon Hospital 147A Argyle Street, KLN Email: kh_enquiry@ha.org.hk Kwong Wah Hospital 25 Waterloo Road, KLN Email: kwh.feedback@ha.org.hk Our Lady of Maryknoll Hospital 118 Shatin Pass Road, Wong Tai Sin, KLN Email: olmh.enquiry@ha.org.hk Queen Elizabeth Hospital 30 Gascoigne Road, KLN Web Site: qeh.pro@ha.org.hk Rehabaid Centre G/F, Core S, The HK Polytechnic University, Hung Hom, KLN Email: rehabaid@netvigator.com Tseung Kwan O Hospital 2 Po Ning Lane, Hang Hau, Tseung Kwan O, KLN Email: shumcw1@ha.org.hk TWGHs Wong Tai Sin Hospital 124 Shatin Pass Road, KLN Email: wtsh_enquiry@ha.org.hk United Christian Hospital 130 Hip Wo Street, Kwun Tong, KLN Email: uch.pro@ha.org.hk

Tel. No. 3408 7079

Fax. No. 2745 4126

2703 8261

2703 8079

2339 6124

2338 3445

2762 3094

2711 1509

2710 1278

2780 4151

3129 6030

2713 9784

3517 5019

2332 8557

2354 2280

2327 6852

2958 8438

2958 8446

2364 2345

2764 5038

2208 0162

2274 4064

3517 3800

3517 3520

3513 4080

3513 5699

New Territories Region Hospitals (Patient Relations Office) Alice Ho Miu Ling Nethersole Hospital 11 Chuen On Road, Tai Po, NT Email: ahntph_pro@ha.org.hk Bradbury Hospice 17 A Kung Kok Shan Road, Shatin, NT Email: bbh_enquiry@ha.org.hk Castle Peak Hospital 15 Tsing Chung Koon Road, Tuen Mun, NT Web Site: cph.prc@ha.org.hk Cheshire Home, Shatin 30 A Kung Kok Shan Road, Shatin, NT Email: sch_enquiry@ha.org.hk Kwai Chung Hospital 3-15 Kwai Chung Hospital Road, NT Email: chanscj@ha.org.hk North District Hospital 9 Po Kin Road, Sheung Shui, NT Email: ndh_pro@ha.org.hk North Lantau Hospital
8 Chung Yan Road, Tung Chung, Lantau

Tel. No. 2689 2168

Fax. No. 2664 3197

2645 8899

2647 7850

2456 7007

2949 7282

2636 7288

2635 1492

2959 8277

2959 8718

2683 7921

2652 5000

3467 7253

2195 4093

Email: nlth.enquiry@ha.org.hk Pok Oi Hospital Au Tau, Yuen Long, NT Email: poh.prc@ha.org.hk

2486 8419

2486 8420

Princess Margaret Hospital 2-10 Princess Margaret Hospital Road, NT Email: pmh.enquiry@ha.org.hk Prince of Wales Hospital 30-32 Ngan Shing Street, Shatin, NT Email: pwh_enquiry@ha.org.hk Shatin Hospital 33 A Kung Kok Street, Shatin, NT Email: sh_enquiry@ha.org.hk Siu Lam Hospital 16-1/2 Milestone, Castle Peak Road, NT Email: slh_enquiry@ha.org.hk Tai Po Hospital 9 Chuen On Road, Tai Po, NT Email: ahntph_pro@ha.org.hk Tuen Mun Hospital 23 Tsing Chung Koon Road, Tuen Mun, NT Email: tmh.prc@ha.org.hk Yan Chai Hospital 7-11 Yan Chai Street, Tsuen Wan, NT Email: sind@ha.org.hk

2990 1422

2195 4046

2632 2433

2632 4696

2636 7504

2647 7850

2456 7007

2949 7282

2607 6313

2664 3197

2468 5422

2455 1911

2409 2797

2439 4661

Hospital Authority Head Office 147B Argyle Street, Hospital Authority Bldg., Kln. Public Complaint Hotline Public Complaint Management Officer Email: haho_cm@ha.org.hk Web Site: www.ha.org.hk

Tel. No. 2300 7125 2300 6876

Fax. No. 2504 2635 2504 2635