Page 158 - Hospital Authority Annual Report 2019-2020

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
to consider appeals made by the public relating to its services. 構，負責考慮公眾人士對醫管局服務的上
Based on its Terms of Reference, the following are guidelines set 訴。委員會按其職權範圍，制訂了以下投訴
by the PCC to facilitate the handling of complaints. 處理指引。

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 （a） 在醫管局提供服務後超過兩年，投訴人
more than 2 years before the date of the lodging of the 方才就該項服務提出投訴。但如委員會
complaint, unless the PCC is satisfied that in the particular 信納在某一個案的特別情況下，對該逾
circumstances it is proper to conduct an investigation into 期提出的投訴進行調查是恰當者，則屬
such complaint not made within that period; 例外；
(b) if the complaint is made anonymously and / or the complainant （b） 匿名投訴及 / 或投訴人無從識別或下落
cannot be identified or traced; 不明；
(c) if the complainant has failed to obtain the proper consent （c） 投訴人於提出投訴時，未有取得病人
of the patient, to whom the services were provided, in the （有關服務對象）同意（但假如病人已逝
lodging of the complaint (this restriction will not be applicable 世或因任何理由未能自己作主，則本限
if the patient has died or is for any reason unable to act for 制並不適用）；
himself or herself);
(d) if the subject matter of the complaint has been referred to or （d） 投訴的主要內容已轉交或正由死因裁判
is being considered by the coroner; 官考慮或審裁；
(e) if the complaint relates to a matter for which a specific （e） 投訴涉及事宜已有既定法定申訴程序處
statutory complaint procedure exists; 理；
(f) if the complainant or the patient concerned has instituted （f） 投訴人或有關病人已採取法律行動，或
legal proceedings, or has indicated that he / she will institute 已表示將向醫管局、有關醫院或提供有
legal proceedings, against the HA, the hospital or any persons 關服務的任何人士採取法律行動（無論
who provided the services (in any event, the Committee shall 如何，委員會都不會受理任何索償的要
not entertain any request for compensation); 求）；
(g) if the complaint relates to dispute over the established （g） 投訴涉及醫管局既定政策的爭議，例如
policies of HA, for example fees charging policy of the HA in 醫管局服務的收費政策；
respect of its services;
(h) if the complaint relates to an assessment made by a （h） 投訴關乎醫護人員根據任何法定計劃所
medical staff pursuant to any statutory scheme whereas 作的醫療評估，而該等計劃本身已有既
such scheme provides for a channel of appeal, for example, 定上訴渠道，例如根據香港法例第282
the granting of sick leave under the provisions of the 章僱員補償條例規定簽發病假；
Employees’ Compensation Ordinance, Cap. 282;
(i) if the complaint relates to personnel matters or contractual （i） 關於人事問題、合約或商業事宜的投
matters and commercial matters; 訴；
(j) if the PCC considers that the complaint is frivolous or vexatious （j） 瑣屑無聊、無理取鬧，或並非出於真誠
or is not made in good faith; or 的投訴；或
(k) if the complaint, or a complaint of a substantially similar （k） 投訴或性質極為相近的投訴，屬委員會
nature, has previously been the subject matter of a complaint 早前已裁決個案的主要內容。
which had been decided upon by the PCC.

156 Hospital Authority Annual Report 醫院管理局年報 2019-2020