Page 174 - Hospital Authority Annual Report 2015-1016
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Appendix 3
附錄 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 (“the HA”) 1. 委員會是醫院管理局（醫管局）內的上訴機
to consider appeals made by the public relating to its services. 構，負責考慮公眾人士對醫管局服務的上
Based on its Terms of Reference, the following are guidelines set 訴。委員會按其職權範圍，制訂了以下投訴
by the PCC to facilitate the handling of complaints. 處理指引。
2. The PCC shall not normally handle a complaint: 2. 如有以下情形，委員會通常不會受理有關投
訴︰
(a) if the complaint relates to services provided by the HA （a） 在醫管局提供服務後超過兩年，投訴
Appendices more than two years before the date of the lodging of the 人方才就該項服務提出投訴。但如委
complaint, unless the PCC is satisfied that in the particular 員會信納在某一個案的特別情況下，
circumstances it is proper to conduct an investigation into 對該逾期提出的投訴進行調查是恰當
such complaint not made within that period; 者，則屬例外；
(b) if the complaint is made anonymously and/or the complainant （b） 匿名投訴及 / 或投訴人無從識別或下落
cannot be identified or traced; 不明；
(c) if the complainant has failed to obtain the proper consent （c） 投訴人於提出投訴時，未有取得病人
172 of the patient, to whom the services were provided, in （有關服務對象）同意（但假如病人已逝
the lodging of the complaint (this restriction will not be 世或因任何理由未能自己作主，則本
applicable if the patient has died or is for any reason unable 限制並不適用）；
to act for himself or herself);
(d) if the subject matter of the complaint has been referred to （d） 投訴的主要內容已轉交或正由死因裁
Hospital Authority Annual Report 2015-2016 or is being considered by the coroner; 判官考慮或審裁；
(e) if the complaint relates to a matter for which a specific （e） 投訴涉及事宜已有既定法定申訴程序
statutory complaint procedure exists; 處理；
(f) if the complainant or the patient concerned has instituted （f） 投訴人或有關病人已採取法律行動，
legal proceedings, or has indicated that he/she will 或已表示將向醫管局、有關醫院或提
institute legal proceedings, against the HA, the hospital 供有關服務的任何人士採取法律行動
or any persons who provided the services (in any event, （無論如何，委員會都不會受理任何索
the Committee shall not entertain any request for 償的要求）；
compensation);
(g) if the complaint relates to dispute over the established （g） 投訴涉及醫管局既定政策的爭議，例
policies of HA, for example fees charging policy of the HA in 如醫管局服務的收費政策；
respect of its services;
(h) if the complaint relates to an assessment made by a （h） 投訴關乎醫護人員根據任何法定計劃
medical staff pursuant to any statutory scheme whereas 所作的醫療評估，而該等計劃本身已
such scheme provides for a channel of appeal, for example, 有既定上訴渠道，例如根據香港法例
the granting of sick leave under the provisions of the 第 282 章僱員補償條例規定簽發病假；
Employees’ Compensation Ordinance, Cap. 282;
(i) if the complaint relates to personnel matters or contractual （i） 關於人事問題、合約或商業事宜的投
matters and commercial matters; 訴；
(j) if the PCC considers that the complaint is frivolous or （j） 瑣屑無聊、無理取鬧，或並非出於真
vexatious or is not made in good faith; or 誠的投訴；或
(k) if the complaint, or a complaint of a substantially similar （k） 投訴或性質極為相近的投訴，屬委員
nature, has previously been the subject matter of a 會早前已裁決個案的主要內容。
complaint which had been decided upon by the PCC.
3. Taking into account the following: 3. 委員會經考慮下列因素後，認為其會議不應
(a) the disclosure of legal privileged documents in an open 向公眾公開︰
hearing; （a） 公開會議會披露法律保密的文件；
(b) the disclosure of personal data in an open hearing; （b） 公開會議會披露有關人士的個人資料；
(c) the PCC is not a judicial or quasi-judicial body; （c） 委員會並非司法或類似司法機構；
(d) an aggrieved party has other channels to seek redress; and （d） 感到不平的一方尚有其他申訴渠道；
(e) the PCC should not duplicate the functions of other institutions 及
such as the courts or the Medical Council; （e） 委員會功能不應和其他機構（如法庭或
醫務委員會）重疊。
the PCC considers that its meetings shall not be open to the
public.
