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).

- 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

Receive complaints

Recommendations for improvements

Complaint Channels

Within HA

Investigation Follow-up actions

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

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 : Mr Ricky Fung Choi-cheung, SBS, JP Members : 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) Tel. No. Fax. No. Cheshire Home, Chung Hom Kok 2813 8921 2813 8980 128 Chung Hom Kok Road, HK Email: cch_adm@ha.org.hk Duchess of Kent Childrens Hospital at Sandy Bay ` 2855 6101 2872 6349 12 Sandy Bay Road, Pokfulam, HK Email: DKCH_enquiry@ha.org.hk Grantham Hospital 2518 2186 2554 2011 125 Wong Chuk Hang Road, Aberdeen, HK Email: gh_enquiry@ha.org.hk MacLehose Medical Rehabilitation Centre 2974 0229 2974 0773 7 Sha Wan Drive, Pokfulam, HK Email: mmrc_enquiry@ha.org.hk Pamela Youde Nethersole Eastern Hospital 2595 6357 2515 0003 3 Lok Man Road, Chai Wan, HK Email: pyneh_enquiry@ha.org.hk Queen Mary Hospital 2255 3726 2816 0675 102 Pokfulam Road, HK Email: qmh_enquiry@ha.org.hk Ruttonjee & Tang Shiu Kin Hospitals 2575 1375 2591 6886 266 Queens Road East, Wan Chai, HK Email: rhtsk_enquiry@ha.org.hk St John Hospital 2981 5701 2981 9050 Cheung Chau Hospital Road, Tung Wan, Cheung Chau Email: sjh_enquiry@ha.org.hk Tung Wah Eastern Hospital 2162 6108 2162 6333 19 Eastern Hospital Road, Causeway Bay, HK Email: tweh_enquiry@ha.org.hk Tung Wah Hospital Authority 2589 8398 2589 8564 12 Po Yan Street, Sheung Wan, HK Email: twh_enquiry@ha.org.hk TWGHs Fung Yiu King Hospital 2974 0229 2974 0773 9 Sandy Bay Road, Pokfulam, HK Email: fykh_enquiry@ha.org.hk Tsan Yuk Hospital 2589 2357 2559 3642 30 Hospital Road, Sai Ying Pun, HK Email: qmh_enquiry@ha.org.hk Wong Chuk Hang Hospital 2873 7239 2873 6781 2 Wong Chuk Hang Path, Wong Chuk Hang, HK Email: wchh_enquiry@ha.org.hk

Kowloon Region Hospitals (Patient Relations Office) Tel. No. Fax. No. Caritas Medical Centre 3408 7079 2745 4126 111 Wing Hong Street, Shamshuipo, KLN Email: cmc_enquiry@ha.org.hk Haven of Hope Hospital 2703 8261 2703 8079 8 Haven of Hope Road, Tseung Kwan O, KLN Email: hhhenquiry@ha.org.hk Hong Kong Buddhist Hospital 2339 6124 2338 3445 10 Heng Lam Street, Lok Fu, KLN Email: bh.enquiry@ha.org.hk Hong Kong Eye Hospital 2762 3094 2711 1509 147K Argyle Street, KLN Email: hke_enquiry@ha.org.hk Hong Kong Red Cross Blood Transfusion Service 2710 1278 2780 4151 15 Kings Park Rise, KLN Email: rcbts@ha.org.hk Kowloon Hospital 3129 6030 2713 9784 147A Argyle Street, KLN Email: kh_enquiry@ha.org.hk Kwong Wah Hospital 3517 5019 2332 8557 25 Waterloo Road, KLN Email: kwh.feedback@ha.org.hk Our Lady of Maryknoll Hospital 2354 2280 2327 6852 118 Shatin Pass Road, Wong Tai Sin, KLN Email: olmh.enquiry@ha.org.hk Queen Elizabeth Hospital 2958 8438 2958 8446 30 Gascoigne Road, KLN Web Site: qeh.pro@ha.org.hk Rehabaid Centre 2364 2345 2764 5038 G/F, Core S, The HK Polytechnic University, Hung Hom, KLN Email: rehabaid@netvigator.com Tseung Kwan O Hospital 2208 0162 2274 4064 2 Po Ning Lane, Hang Hau, Tseung Kwan O, KLN Email: shumcw1@ha.org.hk TWGHs Wong Tai Sin Hospital 3517 3800 3517 3520 124 Shatin Pass Road, KLN Email: wtsh_enquiry@ha.org.hk United Christian Hospital 3513 4080 3513 5699 130 Hip Wo Street, Kwun Tong, KLN Email: uch.pro@ha.org.hk

New Territories Region Hospitals (Patient Relations Office) Tel. No. Fax. No. Alice Ho Miu Ling Nethersole Hospital 2689 2168 2664 3197 11 Chuen On Road, Tai Po, NT Email: ahntph_pro@ha.org.hk Bradbury Hospice 2645 8899 2647 7850 17 A Kung Kok Shan Road, Shatin, NT Email: bbh_enquiry@ha.org.hk Castle Peak Hospital 2456 7007 2949 7282 15 Tsing Chung Koon Road, Tuen Mun, NT Web Site: cph.prc@ha.org.hk Cheshire Home, Shatin 2636 7288 2635 1492 30 A Kung Kok Shan Road, Shatin, NT Email: sch_enquiry@ha.org.hk Kwai Chung Hospital 2959 8277 2959 8718 3-15 Kwai Chung Hospital Road, NT Email: chanscj@ha.org.hk North District Hospital 2683 7921 2652 5000 9 Po Kin Road, Sheung Shui, NT Email: ndh_pro@ha.org.hk North Lantau Hospital 3467 7253 2195 4093 8 Chung Yan Road, Tung Chung, Lantau Email: nlth.enquiry@ha.org.hk Pok Oi Hospital 2486 8419 2486 8420 Au Tau, Yuen Long, NT Email: poh.prc@ha.org.hk Princess Margaret Hospital 2990 1422 2195 4046 2-10 Princess Margaret Hospital Road, NT Email: pmh.enquiry@ha.org.hk Prince of Wales Hospital 2632 2433 2632 4696 30-32 Ngan Shing Street, Shatin, NT Email: pwh_enquiry@ha.org.hk Shatin Hospital 2636 7504 2647 7850 33 A Kung Kok Street, Shatin, NT Email: sh_enquiry@ha.org.hk Siu Lam Hospital 2456 7007 2949 7282 16-1/2 Milestone, Castle Peak Road, NT Email: slh_enquiry@ha.org.hk Tai Po Hospital 2607 6313 2664 3197 9 Chuen On Road, Tai Po, NT Email: ahntph_pro@ha.org.hk Tuen Mun Hospital 2468 5422 2455 1911 23 Tsing Chung Koon Road, Tuen Mun, NT Email: tmh.prc@ha.org.hk Yan Chai Hospital 2409 2797 2439 4661 7-11 Yan Chai Street, Tsuen Wan, NT Email: sind@ha.org.hk

Hospital Authority Head Office Tel. No. Fax. No. 147B Argyle Street, Hospital Authority Bldg., Kln. Public Complaint Hotline 2300 7125 2504 2635 Public Complaint Management Officer 2300 6876 2504 2635 Email: haho_cm@ha.org.hk Web Site: www.ha.org.hk

HA Complaint System booklet (English) FULL SET 2014.02.24Cover and Complaint Form EngCover EngComplaint Form

Booklet Main Text (English) 2013.08Public Complaints CommitteeComposition and MembershipChairman : Mr Ricky Fung Choi-cheung, SBS, JPMembers : Mr Chan Bing-woon, SBS, JPRev Canon Dr Alan Chan Chor-choi Mr Chan Shu-ying, SBS, JP Ms Christine Barbara Chan So-hanSr Nancy Cheung Chu-kin Mr Choi Chi-sumMr Antonio Chu Lok-sang Prof Joanne Chung Wai-yee Mr Ho Sau-him Mr Samuel Hui Kwok-tingMr Alex Lam Chi-yau Mr Andy Lau Kwok-fai Dr Robert Law Chi-limProf Raymond Liang Hin-suen, JP Dr Mak Sin-ping, BBSProf Wan Chin-chin Mr Wong Kwai-huen, JPDr Wong Kwok-chunMrs Elizabeth Wong Yeung Po-wo, MBE Ms Lina Yan Hau-yee, MH, JP Dr Agnes Yeung Law Koon-chui, JPMs Lisa Yip Sau-wah, JP

Appendix 1 - Hosp address tel list (English) 2014.02.10Hong Kong RegionCheshire Home, Chung Hom Kok 2813 8921 2813 8980Duchess of Kent Childrens Hospital at Sandy Bay ` 2974 0229 2974 0773Grantham Hospital 2518 2186 2554 2011MacLehose Medical Rehabilitation Centre 2974 0229 2974 0773Pamela Youde Nethersole Eastern Hospital 2595 6357 2515 0003Queen Mary Hospital 2255 3726 2816 0675Ruttonjee & Tang Shiu Kin Hospitals 2575 1375 2591 6886St John Hospital 2981 5701 2981 9050Tung Wah Eastern Hospital 2162 6108 2162 6333Tung Wah Hospital Authority 2589 8398 2589 8564TWGHs Fung Yiu King Hospital 2974 0238 2855 0684Tsan Yuk Hospital 2589 2357 2559 3642Wong Chuk Hang Hospital 2873 7239 2873 6781Kowloon Region

Caritas Medical Centre 3408 7079 2745 4126Haven of Hope Hospital 2703 8261 2703 8079Hong Kong Buddhist Hospital 2339 6124 2338 3445Hong Kong Eye Hospital 2762 3094 2711 1509Hong Kong Red Cross Blood Transfusion Service 2710 1278 2780 4151Kowloon Hospital 3129 6030 2713 9784Kwong Wah Hospital 3517 5019 2332 8557Our Lady of Maryknoll Hospital 2354 2280 2327 6852Queen Elizabeth Hospital 2958 8438 2958 8446Rehabaid Centre 2364 2345 2764 5038Tseung Kwan O Hospital 2208 0162 2274 4064TWGHs Wong Tai Sin Hospital 3517 3800 3517 3520United Christian Hospital 3513 4080 3513 5699Alice Ho Miu Ling Nethersole Hospital 2689 2168 2664 3197Bradbury Hospice 2645 8899 2647 7850Castle Peak Hospital 2456 7007 2949 7282Cheshire Home, Shatin 2636 7288 2635 1492Kwai Chung Hospital 2959 8277 2959 8718North District Hospital 2683 7921 2652 5000North Lantau Hospital 3467 7253 2195 4093Pok Oi Hospital 2486 8419 2486 8420Princess Margaret Hospital 2990 1422 2195 4046Prince of Wales Hospital 2632 2433 2632 4696Shatin Hospital 2636 7504 2647 7850Siu Lam Hospital 2456 7007 2949 7282Tai Po Hospital 2607 6313 2664 3197Tuen Mun Hospital 2468 5422 2455 1911Yan Chai Hospital 2409 2797 2439 4661Hospital Authority Head Office Tel. No. Fax. No.

Appendix 1 - Hosp address tel list (English) 2014.02.24Hong Kong RegionCheshire Home, Chung Hom Kok 2813 8921 2813 8980Duchess of Kent Childrens Hospital at Sandy Bay ` 2855 6101 2872 6349Grantham Hospital 2518 2186 2554 2011MacLehose Medical Rehabilitation Centre 2974 0229 2974 0773Pamela Youde Nethersole Eastern Hospital 2595 6357 2515 0003Queen Mary Hospital 2255 3726 2816 0675Ruttonjee & Tang Shiu Kin Hospitals 2575 1375 2591 6886St John Hospital 2981 5701 2981 9050Tung Wah Eastern Hospital 2162 6108 2162 6333Tung Wah Hospital Authority 2589 8398 2589 8564TWGHs Fung Yiu King Hospital 2974 0229 2974 0773Tsan Yuk Hospital 2589 2357 2559 3642Wong Chuk Hang Hospital 2873 7239 2873 6781Kowloon Region

Caritas Medical Centre 3408 7079 2745 4126Haven of Hope Hospital 2703 8261 2703 8079Hong Kong Buddhist Hospital 2339 6124 2338 3445Hong Kong Eye Hospital 2762 3094 2711 1509Hong Kong Red Cross Blood Transfusion Service 2710 1278 2780 4151Kowloon Hospital 3129 6030 2713 9784Kwong Wah Hospital 3517 5019 2332 8557Our Lady of Maryknoll Hospital 2354 2280 2327 6852Queen Elizabeth Hospital 2958 8438 2958 8446Rehabaid Centre 2364 2345 2764 5038Tseung Kwan O Hospital 2208 0162 2274 4064TWGHs Wong Tai Sin Hospital 3517 3800 3517 3520United Christian Hospital 3513 4080 3513 5699Alice Ho Miu Ling Nethersole Hospital 2689 2168 2664 3197Bradbury Hospice 2645 8899 2647 7850Castle Peak Hospital 2456 7007 2949 7282Cheshire Home, Shatin 2636 7288 2635 1492Kwai Chung Hospital 2959 8277 2959 8718North District Hospital 2683 7921 2652 5000North Lantau Hospital 3467 7253 2195 4093Pok Oi Hospital 2486 8419 2486 8420Princess Margaret Hospital 2990 1422 2195 4046Prince of Wales Hospital 2632 2433 2632 4696Shatin Hospital 2636 7504 2647 7850Siu Lam Hospital 2456 7007 2949 7282Tai Po Hospital 2607 6313 2664 3197Tuen Mun Hospital 2468 5422 2455 1911Yan Chai Hospital 2409 2797 2439 4661Hospital Authority Head Office Tel. No. Fax. No.