Page 203 - Hospital Authority Annual Report 2016-2017

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

Appendix 7
附錄 7

Public Feedback Statistics
公眾意見統計

Complaint / Appreciation Received (1.4.2016 – 31.3.2017)

投訴 / 讚揚數字（2016 年 4 月 1 日 – 2017 年 3 月 31 日）

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

Nature of cases 205
個案性質 39
53
Medical services 醫療服務 5
Staff attitude 職員態度
Administrative procedure 行政程序 302
Others 其他
Total number of appeal cases handled
處理上訴個案總數

Hospital Complaint / Feedback / Appreciation Statistics Complaint Feedback Appreciation
醫院投訴 / 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 1,787 3,939 25,122
610 2,525 12,068
Medical services 醫療服務 482 2,711
Staff attitude 職員態度 185 1,794 1,442
Administrative procedure 行政程序 42 1,080
Overall performance 整體表現 570 6,806
Others 其他 3,106 11,539 46,518
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 85 304 2,453
49 248 1,558
Medical services 醫療服務 43 280
Staff attitude 職員態度 231
Administrative procedure 行政程序 9 82 284
Overall performance 整體表現 1 6 512
Others 其他 187 5,038
Total number of complaint / feedback / 920
appreciation received by GOPC
普通科門診診所投訴 / 意見 / 讚揚總數

*General outpatient clinics

199