Hospital Authority Annual Report 2013-2014 - page 171

Appendix 3
附錄
3
(h)
if the complaint relates to an assessment made by a medical staff
pursuant to any statutory scheme whereas such scheme provides
for a channel of appeal, for example, the granting of sick leave
under the provisions of the Employees’ Compensation Ordinance,
Cap. 282;
(i)
if the complaint relates to personnel matters or contractual
matters and commercial matters;
(j)
if the PCC considers that the complaint is frivolous or vexatious or
is not made in good faith; or
(k)
if the complaint, or a complaint of a substantially similar nature,
has previously been the subject matter of a complaint which had
been decided upon by the PCC.
3.
Taking into account the following:
(a)
the disclosure of legal privileged documents in an open hearing;
(b)
the disclosure of personal data in an open hearing;
(c)
the PCC is not a judicial or quasi-judicial body;
(d)
an aggrieved party has other channels to seek redress; and
(e)
the PCC should not duplicate the functions of other institutions
such as the courts or the Medical Council;
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 to time
obtain expert opinion by medical professionals or other experts relating
to the subject matter of the complaint. If the PCC considers appropriate,
it may also invite the complainant, the patient, the medical staffs or any
other relevant persons to attend an interview.
(The above Guidelines on the handling of complaint cases may be amended
from time to time as appropriate.)
Focus of work in 2013/14
In 2013/14, the Public Complaints Committee held 16 meetings and handled
a total of 289 cases, of which 206 were related to medical services, 33 related
to administrative procedure, 38 related to staff attitude and 12 others. In
addition to the handling of appeal cases, the Committee also advised on
complaint handling policies to improve the efficiency and effectiveness of
the Authority’s complaints system, and make recommendations for system
change and improvement of healthcare services. Regular internal and external
communication programmes were conducted to enhance the transparency
and credibility of the Authority’s complaints system and the Committee as the
final appeal body. Through its Secretariat, the Committee also shared important
lessons learned for risk management and enhanced the complaint handling
skills of frontline staff through regular specialist complaint management
training including applied mediation skills training.
(h)
投訴關乎醫護人員根據任何法定計劃所作的醫
療評估,而該等計劃本身已有既定上訴渠道,
例如根據香港法例第
282
章僱員補償條例規定
簽發病假;
(i)
關於人事問題、合約或商業事宜的投訴;
(j)
瑣屑無聊、無理取鬧,或並非出於真誠的投訴;
(k)
投訴或性質極為相近的投訴,屬委員會早前已
裁決個案的主要內容。
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)
公開會議會披露法律保密的文件;
(b)
公開會議會披露有關人士的個人資料;
(c)
委員會並非司法或類似司法機構;
(d)
感到不平的一方尚有其他申訴渠道;及
(e)
委員會功能不應和其他機構(如法庭或醫務委
員會)重疊。
4
於考慮投訴的是非曲直時,委員會可就投訴的主要內
容,徵詢醫療專業或其他界別的專家意見。委員會如
認為恰當,亦可約見投訴人、病人、醫療人員或其他
有關人士。
(委員會可視乎情況不時修訂上述投訴處理指引。)
2013/14
ϋ
ܓ
ʈЪ฿
ر
2013/14
年度,公眾投訴委員會共召開
16
次會議及處理
289
宗個案,其中
206
宗關於醫療服務、
33
宗關於行政程
序、
38
宗關於員工態度、
12
宗屬其他投訴。委員會除處理
上訴個案外,亦就投訴處理政策提供意見,以改善醫管局投
訴處理機制的效率及成效,並提出建議以加強機制和改善醫
療服務。對內及對外的溝通計劃亦定期進行,以提升醫管局
投訴處理機制的透明度和公信力,並讓公眾認識委員會乃醫
管局內公眾投訴的最終上訴架構。委員會亦透過秘書處定期
舉辦投訴處理的專門訓練班,其中包括應用調解技巧訓練,
與有關人員分享所汲取的經驗,從而促進風險管理及增強前
線人員的投訴處理技巧。
169  
ᔼ৫၍ଣ҅ϋజ
2013-2014
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