Hospital Authority Annual Report 2013-2014 - page 170

Appendix 3
附錄
3
Terms of Reference
1.
The Public Complaints Committee (PCC) is the final complaint redress
and appeal body of the Hospital Authority (“HA”).
2.
The PCC shall independently:
(a)
consider and decide upon complaints from members of the public
who are dissatisfied with the response of the HA/hospital to which
they have initially directed their complaints.
(b)
monitor HA’s handling of complaints.
3.
Pursuant to Para 2 above, the PCC shall independently advise and monitor
the HA on the PCC’s recommendations and their implementation.
4.
In handling complaint cases, the PCC shall follow the PCC Complaint
Handling Guidelines (Annex) which may be amended from time to time.
5.
The PCC shall from time to time and at least once a year, make reports to
the HA Board and public, including statistics or raising important issues
where applicable.
Annex
Guidelines on the handling of complaint cases in the Public Complaints
Committee (“the PCC”)
1.
The PCC is an appeal body within the Hospital Authority (“the HA”) to
consider appeals made by the public relating to its services. Based on
its Terms of Reference, the following are guidelines set by the PCC to
facilitate the handling of complaints.
2.
The PCC shall not normally handle a complaint:
(a)
if the complaint relates to services provided by the HA more than
2 years before the date of the lodging of the complaint, unless the
PCC is satisfied that in the particular circumstances it is proper to
conduct an investigation into such complaint not made within
that period;
(b)
if the complaint is made anonymously and/or the complainant
cannot be identified or traced;
(c)
if the complainant has failed to obtain the proper consent of the
patient, to whom the services were provided, in the lodging of the
complaint (this restriction will not be applicable if the patient has
died or is for any reason unable to act for himself or herself );
(d)
if the subject matter of the complaint has been referred to or is
being considered by the coroner;
(e)
if the complaint relates to a matter for which a specific statutory
complaint procedure exists;
(f )
if the complainant or the patient concerned has instituted legal
proceedings, or has indicated that he/she will institute legal
proceedings, against the HA, the hospital or any persons who
provided the services (in any event, the Committee shall not
entertain any request for compensation);
(g)
if the complaint relates to dispute over the established policies
of HA, for example fees charging policy of the HA in respect of its
services;
ᔖᛆᇍఖ
1
公眾投訴委員會(委員會)是醫院管理局(醫管局)內
最終的投訴處理及上訴機制;
2
委員會須獨立地;
(a)
審議及裁決公眾人士的投訴,這些投訴最初向
醫管局╱醫院提出,但投訴人對有關回覆不滿
意;以及
(b)
監察醫管局對投訴的處理;
3
為執行上述第
2
段所述職能,委員會會獨立地向醫管
局提出建議,並監察建議的推行;
4
委員會在處理投訴個案時,須依循委員會不時修訂的
投訴處理指引;及
5
委員會須定期並至少每年一次向醫管局大會及公眾人
士匯報工作,包括提交有關的統計數字或重要議題。
ڝ
΁
公眾投訴委員會(委員會)處理投訴個案指引
1
委員會是醫院管理局(醫管局)內的上訴機構,負責考
慮公眾人士對醫管局服務的上訴。委員會按其職權範
圍,制訂了以下投訴處理指引。
2
如有以下情形,委員會通常不會受理有關投訴︰
(a)
在醫管局提供服務後超過兩年,投訴人方才就
該項服務提出投訴。但如委員會信納在某一個
案的特別情況下,對該逾期提出的投訴進行調
查是恰當者,則屬例外;
(b)
匿名投訴及╱或投訴人無從識別或下落不明;
(c)
投訴人於提出投訴時,未有取得病人(有關服
務對象)同意(但假如病人已逝世或因任何理由
未能自己作主,則本限制並不適用);
(d)
投訴的主要內容已轉交或正由死因裁判官考慮
或審裁;
(e)
投訴涉及事宜已有既定法定申訴程序處理;
(f)
投訴人或有關病人已採取法律行動,或已表示
將向醫管局、有關醫院或提供有關服務的任何
人士採取法律行動(無論如何,委員會都不會
受理任何索償的要求);
(g)
投訴涉及醫管局既定政策的爭議,例如醫管局
服務的收費政策;
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