Page 215 - Hospital Authority Annual Report 2015-1016

Appendix 7
附錄 7

Public Feedback Statistics
公眾意見統計

Complaint / Appreciation Received (1.4.2015 – 31.3.2016)

投訴 / 讚揚數字（2015 年 4 月 1 日 － 2016 年 3 月 31 日）

Public Complaints Committee Number of appeal cases 附
公眾投訴委員會 上訴個案數字 錄

Nature of cases 244 213
個案性質 43
30 醫
Medical services 醫療服務 3 院
Staff attitude 職員態度 管
Administrative procedure 行政程序 320 理
Others 其他 局
Total number of appeal cases handled Complaint Feedback Appreciation 年
處理上訴個案總數 received received received 報
投訴數字 意見數字 讚揚數字
Hospital Complaint / Feedback / Appreciation Statistics 2015-2016
醫院投訴 / 意見 / 讚揚統計 1,561 3,529 23,413
635 2,634 14,041
Nature of complaint / feedback/ appreciation cases 390 2,505
投訴 / 意見 / 讚揚個案性質 190 1,844 1,683
32 715
Medical services 醫療服務 638
Staff attitude 職員態度 2,808 9,569
Administrative procedure 行政程序 11,150
Overall performance 整體表現 49,421
Others 其他
Total number of hospital complaint / feedback / appreciation
醫院投訴 / 意見 / 讚揚總數

GOPC* Complaint / Feedback / Appreciation Statistics Complaint Feedback Appreciation
普通科門診診所投訴 / 意見 / 讚揚統計 received received received
投訴數字 意見數字 讚揚數字
Nature of complaint / feedback / appreciation cases
投訴 / 意見 / 讚揚個案性質 91 260 1,970
97 270 1,300
Medical services 醫療服務 31 279
Staff attitude 職員態度 119
Administrative procedure 行政程序 7 94 147
Overall performance 整體表現 10 14 466
Others 其他
Total number of complaint / feedback / 236 917 4,002
appreciation received by GOPC
普通科門診診所投訴 / 意見 / 讚揚總數

* General outpatient clinics