Page 175 - Hospital Authority Annual Report 2015-1016

Appendix 3
附錄 3

4. In considering the merits of a complaint, the PCC may from time 4. 於考慮投訴的是非曲直時，委員會可就投訴
to time obtain expert opinion by medical professionals or other 的主要內容，徵詢醫療專業或其他界別的專
experts relating to the subject matter of the complaint. If the 家意見。委員會如認為恰當，亦可約見投訴
PCC considers appropriate, it may also invite the complainant, 人、病人、醫療人員或其他有關人士。
the patient, the medical staffs or any 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 2015-16 2015-16 年度工作概況 附
錄
In 2015-16, the Public Complaints Committee held 19 meetings and 在 2015-16 年度，公眾投訴委員會共召開 19 次會
handled a total of 320 cases, of which 244 were related to medical 議及處理 320 宗個案，其中 244 宗關於醫療服務、 173
services, 30 related to administrative procedure, 43 related to staff 30 宗關於行政程序、43 宗關於員工態度、3 宗屬
attitude and three others. In addition to the handling of appeal cases, 其他投訴。委員會除處理上訴個案外，亦就投訴 醫
the Committee also advised on complaint handling policies to improve 處理政策提供意見，以提升醫管局投訴處理機制 院
the efficiency and effectiveness of the Authority’s complaints system, 的效率及成效，並就改善醫療系統及服務提出建 管
and make recommendations for system change and improvement of 議。委員會定期進行對內及對外溝通，提高醫管 理
healthcare services. Regular internal and external communication 局投訴處理機制的透明度和公信力，並讓公眾認 局
programmes were conducted to enhance the transparency and 識委員會乃醫管局內公眾投訴的最終上訴架構。 年
credibility of the Authority’s complaints system and the Committee 委員會亦透過秘書處分享經驗，促進風險管理， 報
as the final appeal body. Through its Secretariat, the Committee also 同時定期舉辦投訴處理專門訓練課程，其中包括
shared important lessons learned for risk management and enhanced 應 用 調 解 技 巧 訓 練， 增 強 前 線 人 員 處 理 投 訴 的
the complaint handling skills of frontline staff through regular 技巧。
specialist complaint management training including applied mediation
skills training.

2015-2016