Page 160 - Hospital Authority Annual Report 2016-2017
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Appendices 附錄
Appendix 3
附錄 3
4. In considering the merits of a complaint, the PCC may from time to 4. 於考慮投訴的是非曲直時，委員會可就投訴
time obtain expert opinion by medical professionals or other experts 的主要內容，徵詢醫療專業或其他界別的專
relating to the subject matter of the complaint. If the PCC considers 家意見。委員會如認為恰當，亦可約見投訴
appropriate, it may also invite the complainant, the patient, the 人、病人、醫療人員或其他有關人士。
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 2016-17: 2016-17 年度工作概況
In 2016-17, the Public Complaints Committee held 19 meetings and 在 2016-17 年度，公眾投訴委員會共召開 19 次會
handled a total of 302 cases relating to medical services, administrative 議及處理 302 宗涉及醫療服務、行政程序、員工態
procedure, staff attitude, etc. In addition to the handling of appeal cases, 度等的個案。委員會除處理上訴個案外，亦就投訴
the Committee also advised on complaint handling policies to improve the 處理政策提供意見，以提升醫管局投訴處理機制的
efficiency and effectiveness of the Authority’s complaints system, and make 效率及成效，並就改善醫療系統及服務提出建議。
recommendations for system change and improvement of healthcare services. 委員會定期進行對內及對外溝通，提高醫管局投訴
Regular internal and external communication programmes were conducted 處理機制的透明度和公信力，並讓公眾認識委員會
to enhance the transparency and credibility of the Authority’s complaints 乃醫管局內公眾投訴的最終上訴架構。委員會亦透
system and the Committee as the final appeal body. Through its Secretariat, 過秘書處分享經驗，促進風險管理，同時定期舉辦
the Committee also shared important lessons learned for risk management, 投訴處理專門訓練課程，其中包括應用調解技巧訓
and enhanced the complaint handling skills of frontline staff through regular 練，增強前線人員處理投訴的技巧。
specialist complaint management training including applied mediation skills
training.
As a good corporate governance practice, the Committee conducted 為體現良好機構管治，委員會進行了自我評核，根
self-assessment exercise to review its activities in the past year, having regard 據其職權範圍檢討過去一年的工作，不斷求進。
to its Terms of Reference, for continuous improvement.
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