Page 202 - Hospital Authority Annual Report 2019-2020

Appendix 7
附錄 7

PUBLIC FEEDBACK STATISTICS

公眾意見統計

Complaint / Appreciation Received (1.4.2019 – 31.3.2020)

投訴 / 讚揚數字（2019年4月1日 – 2020年3月31日）

Public Complaints Committee 公眾投訴委員會

Nature of cases Number of appeal cases
個案性質 上訴個案數字

Medical services 醫療服務 181
Staff attitude 職員態度 13
Administrative procedure 行政程序 26
Others 其他 2
Total number of appeal cases handled 處理上訴個案總數 222

Hospital Complaint / Feedback / Appreciation Statistics 醫院投訴 / 意見 / 讚揚統計
Complaint Feedback Appreciation
Nature of complaint / feedback / appreciation cases received received received
投訴 / 意見 / 讚揚個案性質 投訴數字 意見數字 讚揚數字
Medical services 醫療服務 1 070 4 138 28 450
Staff attitude 職員態度 306 2 567 10 372
Administrative procedure 行政程序 252 3 188 1 503
Overall performance 整體表現 83 1 760 355
Others 其他 12 708 2 040
Total number of hospital complaint / feedback / appreciation 1 723 12 361 42 720
醫院投訴 / 意見 / 讚揚總數

GOPC* Complaint / Feedback / Appreciation Statistics 普通科門診診所投訴 / 意見 / 讚揚統計

Complaint Feedback Appreciation
Nature of complaint / feedback / appreciation cases received received received
投訴 / 意見 / 讚揚個案性質 投訴數字 意見數字 讚揚數字
Medical services 醫療服務 63 292 2 540
Staff attitude 職員態度 26 286 872
Administrative procedure 行政程序 19 357 127
Overall performance 整體表現 5 80 43
Others 其他 1 12 143
Total number of complaint / feedback / appreciation received by GOPC 114 1 027 3 725
普通科門診診所投訴 / 意見 / 讚揚總數

*General outpatient clinics

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