Page 159 - Hospital Authority Annual Report 2016-2017

Hospital Authority Annual Report 醫院管理局年報 2016-2017

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
構，負責考慮公眾人士對醫管局服務的上訴。
to consider appeals made by the public relating to its services. Based 委員會按其職權範圍，制訂了以下投訴處理
on its Terms of Reference, the following are guidelines set by the 指引。
PCC to facilitate the handling of complaints.
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 more （a） 在醫管局提供服務後超過兩年，投訴人
than 2 years before the date of the lodging of the complaint, 方才就該項服務提出投訴。但如委員會
unless the PCC is satisfied that in the particular circumstances 信納在某一個案的特別情況下，對該逾
it is proper to conduct an investigation into such complaint not 期提出的投訴進行調查是恰當者，則屬
made within that period; 例外；
（b） 匿名投訴及 / 或投訴人無從識別或下落
(b) if the complaint is made anonymously and / or the complainant 不明；
cannot be identified or traced; （c） 投訴人於提出投訴時，未有取得病人
（有關服務對象）同意（但假如病人已逝
(c) if the complainant has failed to obtain the proper consent of the 世或因任何理由未能自己作主，則本限
patient, to whom the services were provided, in the lodging of 制並不適用）；
the complaint (this restriction will not be applicable if the patient （d） 投訴的主要內容已轉交或正由死因裁判
has died or is for any reason unable to act for himself or herself); 官考慮或審裁；
（e） 投訴涉及事宜已有既定法定申訴程序處
(d) if the subject matter of the complaint has been referred to or is 理；
being considered by the coroner; （f） 投訴人或有關病人已採取法律行動，或
已表示將向醫管局、有關醫院或提供有
(e) if the complaint relates to a matter for which a specific statutory 關服務的任何人士採取法律行動（無論
complaint procedure exists; 如何，委員會都不會受理任何索償的要
求）；
(f) if the complainant or the patient concerned has instituted legal （g） 投訴涉及醫管局既定政策的爭議，例如
proceedings, or has indicated that he / she will institute legal 醫管局服務的收費政策；
proceedings, against the HA, the hospital or any persons who
provided the services (in any event, the Committee shall not （h） 投訴關乎醫護人員根據任何法定計劃所
entertain any request for compensation); 作的醫療評估，而該等計劃本身已有既
定上訴渠道，例如根據香港法例第 282
(g) if the complaint relates to dispute over the established policies 章僱員補償條例規定簽發病假；
of HA, for example fees charging policy of the HA in respect of
its services; （i） 關於人事問題、合約或商業事宜的投訴；

(h) if the complaint relates to an assessment made by a medical （j） 瑣屑無聊、無理取鬧，或並非出於真誠
staff pursuant to any statutory scheme whereas such scheme 的投訴；或
provides for a channel of appeal, for example, the granting of
sick leave under the provisions of the Employees’ Compensation （k） 投訴或性質極為相近的投訴，屬委員會
Ordinance, Cap. 282; 早前已裁決個案的主要內容。

(i) if the complaint relates to personnel matters or contractual 3. 委員會經考慮下列因素後，認為其會議不應
matters and commercial matters; 向公眾公開︰
（a） 公開會議會披露法律保密的文件；
(j) if the PCC considers that the complaint is frivolous or vexatious （b） 公開會議會披露有關人士的個人資料；
or is not made in good faith; or （c） 委員會並非司法或類似司法機構；
（d） 感到不平的一方尚有其他申訴渠道；及
(k) if the complaint, or a complaint of a substantially similar nature, （e） 委員會功能不應和其他機構（如法庭或
has previously been the subject matter of a complaint which 醫務委員會）重疊。
had been decided upon by the PCC.

3. Taking into account the following:

(a) the disclosure of legal privileged documents in an open hearing;
(b) the disclosure of personal data in an open hearing;
(c) the PCC is not a judicial or quasi-judicial body;
(d) an aggrieved party has other channels to seek redress; and
(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.

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