Page 159 - Hospital Authority Annual Report 2019-2020

Appendix 3
附錄 3

3. Taking into account the following: 3. 委員會經考慮下列因素後，認為其會議不應
向公眾公開︰
(a) the disclosure of legal privileged documents in an open （a） 公開會議會披露法律保密的文件；
hearing;
(b) the disclosure of personal data in an open hearing; （b） 公開會議會披露有關人士的個人資料；
(c) the PCC is not a judicial or quasi-judicial body; （c） 委員會並非司法或類似司法機構；
(d) an aggrieved party has other channels to seek redress; and （d） 感到不平的一方尚有其他申訴渠道；及
(e) the PCC should not duplicate the functions of other institutions （e） 委員會功能不應和其他機構（如法庭或
such as the courts or the Medical Council; 醫務委員會）重疊。

the PCC considers that its meetings shall not be open to the
public.

4. In considering the merits of a complaint, the PCC may from time 4. 於考慮投訴的是非曲直時，委員會可就投訴
to time obtain expert opinion by medical professionals or other 的主要內容，徵詢醫療專業或其他界別的專
experts relating to the subject matter of the complaint. If the PCC 家意見。委員會如認為恰當，亦可約見投訴
considers appropriate, it may also invite the complainant, the 人、病人、醫療人員或其他有關人士。
patient, the medical staffs or any other relevant persons to attend
an interview.

(The above Guidelines on the handling of complaint cases may be （委員會可視乎情況不時修訂上述投訴處理指引。）
amended from time to time as appropriate.)

Focus of work in 2019-20 2019-20 年度工作概況

In 2019-20, the Public Complaints Committee held 14 meetings and 在2019-20年度，公眾投訴委員會共召開14次會
handled a total of 222 cases relating to medical services, administrative 議及處理222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 處理政策提供意見，以提升醫管局投訴處理機制的
the efficiency and effectiveness of the Authority’s complaints system, 效率及成效，並就改善醫療系統及服務提出建議。
and make recommendations for system change and improvement of 委員會定期進行對內及對外溝通，提高醫管局投訴
healthcare services. Regular internal and external communication 處理機制的透明度和公信力，並讓公眾認識委員
programmes were conducted to enhance the transparency and 會乃醫管局內公眾投訴的最終上訴架構。委員會
credibility of the Authority’s complaints system and the Committee 亦透過秘書處分享從個案所得經驗，促進風險管
as the final appeal body. Through its Secretariat, the Committee also 理，同時定期舉辦投訴處理專門訓練課程，其中
shared important lessons learned for risk management and enhanced 包括應用調解技巧訓練，增強前線人員處理投訴的
the complaint handling skills of frontline staff through regular 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 據其職權範圍檢討過去一年的工作，不斷求進。
regard to its Terms of Reference, for continuous improvement.

Appendices 附錄 157