A. What to do if you have a problem with a HA hospital/hospital staff. HA operates a two-tier system in handling patient and public complaints.

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2 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

3 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 complaints Investigation Follow-up actions Recommendations for improvements Public Complaints Committee - Directly reporting to the Hospital Authority Board -

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: ) (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: / ; Fax: ) (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 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 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.

7 Who are the PCC members Public Complaints Committee Composition and Membership Chairman : Mr Ivan SZE Wing-hang, BBS Vice-Chairman : Prof Raymond LIANG Hin-suen, SBS, JP Members : Dr Jane CHAN Chun-kwong Mr Raymond CHAN Kwan-tak Ms Christine Barbara CHAN So-han, BBS Mr CHAN Wing-kai Ms Peggy CHING Pui-ki Rev Dr Andrew CHOI Chung-ho Dr CHUNG Chin-hung 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 Robert LAW Chi-lim Dr Agnes LAW Koon-chui, JP Mr Peter LEE Shung-tak, BBS, JP Ms Maggie LEUNG Yee-mei Ms Manbo MAN Bo-lin, MH Mr Simon MOK Sai-man, MH Mr TSE Man-shing, BBS, JP Dr WONG Chun-por, JP Mr Paul WU Wai-keung Ms Lina YAN Hau-yee, MH, JP Ms Agnes Garman YEH Ms Lisa YIP Sau-wah, JP 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.

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: Within 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 cch_adm@ha.org.hk Duchess of Kent Children s Hospital at Sandy Bay ` Sandy Bay Road, Pokfulam, HK DKCH_enquiry@ha.org.hk Grantham Hospital Wong Chuk Hang Road, Aberdeen, HK gh_enquiry@ha.org.hk MacLehose Medical Rehabilitation Centre Sha Wan Drive, Pokfulam, HK mmrc_enquiry@ha.org.hk Pamela Youde Nethersole Eastern Hospital Lok Man Road, Chai Wan, HK pyneh_enquiry@ha.org.hk Queen Mary Hospital Pokfulam Road, HK qmh_enquiry@ha.org.hk Ruttonjee & Tang Shiu Kin Hospitals Queen s Road East, Wan Chai, HK rtskh_enquiry@ha.org.hk St John Hospital Cheung Chau Hospital Road, Tung Wan, Cheung Chau sjh_enquiry@ha.org.hk Tung Wah Eastern Hospital Eastern Hospital Road, Causeway Bay, HK tweh_enquiry@ha.org.hk Tung Wah Hospital Authority Po Yan Street, Sheung Wan, HK twh_enquiry@ha.org.hk TWGHs Fung Yiu King Hospital Sandy Bay Road, Pokfulam, HK fykh_enquiry@ha.org.hk Tsan Yuk Hospital Hospital Road, Sai Ying Pun, HK qmh_enquiry@ha.org.hk Wong Chuk Hang Hospital Wong Chuk Hang Path, Wong Chuk Hang, HK wchh_enquiry@ha.org.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 hhhenquiry@ha.org.hk Hong Kong Buddhist Hospital Heng Lam Street, Lok Fu, KLN bh.enquiry@ha.org.hk Hong Kong Eye Hospital K Argyle Street, KLN hke_enquiry@ha.org.hk Hong Kong Red Cross Blood Transfusion Service King s Park Rise, KLN rcbts@ha.org.hk Kowloon Hospital A Argyle Street, KLN kh_enquiry@ha.org.hk Kwong Wah Hospital Waterloo Road, KLN kwh.feedback@ha.org.hk Our Lady of Maryknoll Hospital Shatin Pass Road, Wong Tai Sin, KLN olmh.enquiry@ha.org.hk Queen Elizabeth Hospital Gascoigne Road, KLN Web Site: qeh.pro@ha.org.hk Tseung Kwan O Hospital Po Ning Lane, Hang Hau, Tseung Kwan O, KLN shumcw1@ha.org.hk TWGHs Wong Tai Sin Hospital Shatin Pass Road, KLN wtshenquiry@ha.org.hk United Christian Hospital Hip Wo Street, Kwun Tong, KLN uch.pro@ha.org.hk

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 bbh_enquiry@ha.org.hk Castle Peak Hospital Tsing Chung Koon Road, Tuen Mun, NT Web Site: cph.prc@ha.org.hk Cheshire Home, Shatin A Kung Kok Shan Road, Shatin, NT sch_enquiry@ha.org.hk Kwai Chung Hospital Kwai Chung Hospital Road, NT chanscj@ha.org.hk North District Hospital Po Kin Road, Sheung Shui, NT ndh_pro@ha.org.hk North Lantau Hospital 8 Chung Yan Road, Tung Chung, Lantau nlth.enquiry@ha.org.hk Pok Oi Hospital Au Tau, Yuen Long, NT poh.prc@ha.org.hk Princess Margaret Hospital Princess Margaret Hospital Road, NT pmh.enquiry@ha.org.hk Prince of Wales Hospital Ngan Shing Street, Shatin, NT pwh_enquiry@ha.org.hk Shatin Hospital A Kung Kok Street, Shatin, NT sh_enquiry@ha.org.hk Siu Lam Hospital /2 Milestone, Castle Peak Road, NT slh_enquiry@ha.org.hk Tai Po Hospital Chuen On Road, Tai Po, NT ahntph_pro@ha.org.hk Tin Shui Wai Hospital 11 Tin Tan Street, Tin Shui Wai, NT tswh.prc@ha.org.hk

12 Tuen Mun Hospital Tsing Chung Koon Road, Tuen Mun, NT Yan Chai Hospital Yan Chai Street, Tsuen Wan, NT Hospital Authority Head Office Tel. No. Fax. No. 147B Argyle Street, Hospital Authority Bldg., KLN Public Complaint Hotline Public Complaint Management Officer Web Site:

ELIMINATOR Qual. ( W, Not finish = 3, * = Rank fixed,? = Late start possibility )

ELIMINATOR Qual. ( W, Not finish = 3, * = Rank fixed,? = Late start possibility ) ELIMINATOR Qual W * 1 (101) LEUNG KA LAI 0:12:50.0 * 2 (100) Mok Wai Yee 0:13:30.0 * 3 (111) Hui Jasmine 0:13:37.0 * 4 (110) Siu Pui Yuet 0:14:28.0 * 5 (109) FUNG WAI KI 0:14:48.3 * 6 (105) Tsui Ying Shan