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Appendix 3

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4. In considering the merits of a complaint, the PCC may from time to time 4. 於考慮投訴的是非曲直時，委員會可就投訴的主要內
obtain expert opinion by medical professionals or other experts relating 容，徵詢醫療專業或其他界別的專家意見。委員會如認
to the subject matter of the complaint. If the PCC considers appropriate, 為恰當，亦可約見投訴人、病人、醫療人員或其他有關
it may also invite the complainant, the patient, the medical staffs or any 人士。
other relevant persons to attend an interview.
﹙委員會可視乎情況不時修訂上述投訴處理指引。）
(The above Guidelines on the handling of complaint cases may be amended
from time to time as appropriate.)

Focus of work in 2014-15: 2014-15 年度工作概況

In 2014-15, the Public Complaints Committee held 17 meetings and handled 在 2014-15 年度，公眾投訴委員會共召開 17 次會議及處理
a total of 281 cases, of which 206 were related to medical services, 39 related 281 宗個案，其中 206 宗關於醫療服務、39 宗關於行政程序、
to administrative procedure, 28 related to staff attitude and eight others. In 28 宗關於員工態度、8 宗屬其他投訴。委員會除處理上訴個
addition to the handling of appeal cases, the Committee also advised on HA’s 案外，亦就投訴處理政策提供意見，以改善醫管局投訴處理
complaint handling policies to improve the efficiency and effectiveness of 機制的效率及成效，並提出建議以加強機制和改善醫療服
the Authority’s complaints system, and make recommendations for system 務。對內及對外的溝通計劃亦定期進行，以提升醫管局投訴
change and improvement of healthcare services. Regular internal and external 處理機制的透明度和公信力，並讓公眾認識委員會乃醫管局
communication programmes were conducted to enhance the transparency 內公眾投訴的最終上訴架構。委員會亦透過秘書處定期舉辦
and credibility of the Authority’s complaints system and the Committee as the 投訴處理的專門訓練班，其中包括應用調解技巧訓練，與有
final appeal body. Through its Secretariat, the Committee also shared important 關人員分享所汲取的經驗，從而促進風險管理及增強前線人
lessons learned for risk management and enhanced the complaint handling 員的投訴處理技巧。
skills of frontline staff through regular specialist complaint management
training including applied mediation skills training.

2014-2015 169