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Appendix 3

3

Annex 附件

Guidelines on the handling of complaint cases in the Public Complaints 公眾投訴委員會（委員會）處理投訴個案指引
Committee (“the PCC”)
1. The PCC is an appeal body within the Hospital Authority (HA) to consider 1. 委員會是醫院管理局（醫管局）內的上訴機構，負責考
慮公眾人士對醫管局服務的上訴。委員會按其職權範
appeals made by the public relating to its services. Based on its Terms of 圍，制訂了以下投訴處理指引。
Reference, the following are guidelines set by the PCC to facilitate the
handling of complaints. 2. 如有以下情形，委員會通常不會受理有關投訴︰
2. The PCC shall not normally handle a complaint: (a) 在醫管局提供服務後超過兩年，投訴人方才就該項
(a) if the complaint relates to services provided by the HA more than 服務提出投訴。但如委員會信納在某一個案的特別
情況下，對該逾期提出的投訴進行調查是恰當者，
2 years before the date of the lodging of the complaint, unless the 則屬例外；
PCC is satisfied that in the particular circumstances it is proper to
conduct an investigation into such complaint not made within that (b) 匿名投訴及╱或投訴人無從識別或下落不明；
period;
(b) if the complaint is made anonymously and/or the complainant (c) 投訴人於提出投訴時，未有取得病人（有關服務對
cannot be identified or traced; 象）同意（但假如病人已逝世或因任何理由未能自
(c) if the complainant has failed to obtain the proper consent of the 己作主，則本限制並不適用）；
patient, to whom the services were provided, in the lodging of the
complaint (this restriction will not be applicable if the patient has (d) 投訴的主要內容已轉交或正由死因裁判官考慮或審
died or is for any reason unable to act for himself or herself ); 裁；
(d) if the subject matter of the complaint has been referred to or is
being considered by the coroner; (e) 投訴涉及事宜已有既定法定申訴程序處理；
(e) if the complaint relates to a matter for which a specific statutory
complaint procedure exists; (f ) 投訴人或有關病人已採取法律行動，或已表示將向
(f ) if the complainant or the patient concerned has instituted legal 醫管局、有關醫院或提供有關服務的任何人士採取
proceedings, or has indicated that he/she will institute legal 法律行動（無論如何，委員會都不會受理任何索償
proceedings, against the HA, the hospital or any persons who 的要求）；
provided the services (in any event, the Committee shall not
entertain any request for compensation); (g) 投訴涉及醫管局既定政策的爭議，例如醫管局服務
(g) if the complaint relates to dispute over the established policies 的收費政策；
of HA, for example fees charging policy of the HA in respect of its
services; (h) 投訴關乎醫護人員根據任何法定計劃所作的醫療評
(h) if the complaint relates to an assessment made by a medical staff 估，而該等計劃本身已有既定上訴渠道，例如根據
pursuant to any statutory scheme whereas such scheme provides 香港法例第 282 章僱員補償條例規定簽發病假；
for a channel of appeal, for example, the granting of sick leave
under the provisions of the Employees’ Compensation Ordinance, (i) 關於人事問題、合約或商業事宜的投訴；
Cap. 282;
(i) if the complaint relates to personnel matters or contractual matters (j) 瑣屑無聊、無理取鬧，或並非出於真誠的投訴；或
and commercial matters;
(j) if the PCC considers that the complaint is frivolous or vexatious or (k) 投訴或性質極為相近的投訴，屬委員會早前已裁決
is not made in good faith; or 個案的主要內容。
(k) if the complaint, or a complaint of a substantially similar nature, has
previously been the subject matter of a complaint which had been 3. 委員會經考慮下列因素後，認為其會議不應向公眾公
decided upon by the PCC. 開︰
3. Taking into account the following: (a) 公開會議會披露法律保密的文件；
(b) 公開會議會披露有關人士的個人資料；
(a) the disclosure of legal privileged documents in an open hearing; (c) 委員會並非司法或類似司法機構；
(b) the disclosure of personal data in an open hearing; (d) 感到不平的一方尚有其他申訴渠道；及
(c) the PCC is not a judicial or quasi-judicial body; (e) 委員會功能不應和其他機構（如法庭或醫務委員
(d) an aggrieved party has other channels to seek redress; and 會）重疊。
(e) the PCC should not duplicate the functions of other institutions

such as the courts or the Medical Council;
the PCC considers that its meetings shall not be open to the public.

168 Hospital Authority Annual Report 2014-2015